# Agent Performance ## Agent List `GET` `https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-list` Retrieve a list of agent data including their name, ID, department, role, rating, online status, and channel access. #### Query Parameters | Name | Type | Description | | ------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------- | | search | string | Search for an agent by name or email. | | page | string | Page number for which you want agent records if you are using pagination. If you are not passing a limit or page then it will retrieve all records. | | limit | string | Number of records you want in one call. If you are not passing a limit or page then it will retrieve all records. | #### Headers | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "data": { "agents_list": { "data": [ { "id": 1, "name": "Test Agent", "email": "test@acquire.io", "image": null, "department": "Analytics12", "role": "Administrator", "rating": 3.25, "isOnline": "online", "stateChat": "yes", "stateMail": "yes", "stateVoip": "yes" } ], "totalCount": 1, "success": true } } } ``` {% endtab %} {% endtabs %} ## Agent Graph Data `GET` `https://{{account_id}}.acquire.io/api/v1/analytics/agent/graph-data` View agent metrics, including ratings, response times, and total conversations across all channels. The `agent_id` must be passed in to the endpoint as a query parameter. #### Query Parameters | Name | Type | Description | | ----------- | ------ | -------------------------------------------------------------------------------------------------------------------------------------------- | | agent\_id | string | Pass the ID of an agent for which you want to get data.You can get the agent\_id by calling agent list endpoint mentioned above. | | start\_date | string | Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00) | | end\_date | string | Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59) | | offset | string | This parameter is used for the timezone value and the default timezone will be "GMT". e.g. +05:30 for particular timezone. Default is +00:00 | | output | string | json or csv | #### Headers | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "data": { "agentStatistics": { "data": { "graphRow": { "labels": [ "03 PM", "04 PM", "05 PM", "06 PM", "07 PM", "08 PM", "09 PM", "10 PM", "11 PM", "12 AM", "01 AM", "02 AM", "03 AM", "04 AM", "05 AM", "06 AM", "07 AM", "08 AM", "09 AM", "10 AM", "11 AM", "12 PM", "01 PM", "02 PM" ], "totalConversations": [ 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0 ], "totalChats": [ 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0 ], "totalMissed": [ 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0 ], "averageResponseTime": [ 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0, 0 ], "login_scale": [ { "class": "off", "val": 96.27, "diff": 83177, "label": "03:44:03 PM to 02:50:20 PM (23 hours 6 minutes 17 seconds)" }, { "class": "on", "val": 3.23, "diff": 2787, "label": "02:50:21 PM to 03:36:48 PM (0 hours 46 minutes 27 seconds)" }, { "val": 0.5, "class": "off", "diff": 433, "label": "03:36:49 PM to 03:44:02 PM (0 hours 7 minutes 13 seconds)" } ] }, "summary": { "totalConversations": { "current": 0, "previous": 0, "info": "Includes all chats, calls and emails handled by an agent." }, "totalChats": { "current": 0, "previous": 0 }, "totalMissed": { "current": 0, "previous": 0 }, "totalVoip": { "current": 0, "previous": 0 }, "totalVoipSms": { "current": 0, "previous": 0 }, "totalEmails": { "current": 0, "previous": 0 }, "totalPrivateForms": { "current": 0, "previous": 0 }, "averageRating": { "current": 0, "previous": 0 }, "averageResponseTime": { "current": 0, "previous": 0 } } }, "success": true, "output": "json" } } } ``` {% endtab %} {% endtabs %} ## Agent Leaderboard `GET` `https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-leaderboard` Retrieve a list of agent rankings. Agents are ranked by rating and number of cases solved. #### Query Parameters | Name | Type | Description | | ------------------ | ------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | filter.role | array |

Array of integers. List of role ids for which API will return details of cases for agent.

Ex. \[1,2]

| | filter.departments | array |

Array of integers. List of department ids for which API will return details of cases for agent.

Ex. \[1,2]

| | filter.channel | array |

List of channels for which API will return details of cases for agent.

Ex. \[var \_utcDate = new Date(localDate.getUTCFullYear(), localDate.getUTCMonth(), localDate.getUTCDate(), localDate.getUTCHours(), localDate.getUTCMinutes(), localDate.getUTCSeconds());'chat', 'mail', 'voip']

| | search | string | You can pass text that will be applicable to search in agent name or email. | | limit | string | Number of records you want in one call. If you are not passing a limit or page then it will retrieve all records. | | page | string | Page number for which you want agent records if you are using pagination. If you are not passing a limit or page then it will retrieve all records. | | start\_date | string | Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00) | | end\_date | string | Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59) | | offset | string | This parameter is used for the timezone value and the default timezone will be "GMT". e.g. +05:30 for particular timezone. Default is +00:00 | | output | string | json or csv | #### Headers | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "data": { "agentLeaderboard": { "data": { "responseData": [ { "id": 12, "email": "viswanath.sarma@acquire.io", "departments": "voip,email", "role": "Administrator", "solvedCases": 21, "totalTimeSpent": 127, "avgTimeSpentPerCase": 6, "averageResponseTime": 5, "averageRatingFeedback": 0, "agent": { "name": "viswanath", "photo": null } }, { "id": 18, "email": "checksum@gmail.com", "departments": "voip", "role": "Administrator", "solvedCases": 0, "totalTimeSpent": 0, "avgTimeSpentPerCase": 0, "averageResponseTime": 0, "averageRatingFeedback": 0, "agent": { "name": "checksusms", "photo": null } } ], "totalRecords": 2 }, "success": true, "output": "json" } } } ``` {% endtab %} {% endtabs %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://developer.acquire.io/rest-apis/analytics/agent-performance.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.