Agent Performance

See how your agents are doing including their average response time and rating.

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***

200

{
  "data": {
    "agents_list": {
      "data": [
        {
          "id": 1,
          "name": "Test Agent",
          "email": "[e-mail]",
          "image": null,
          "department": "Analytics12",
          "role": "Administrator",
          "rating": 3.25,
          "isOnline": "online",
          "stateChat": "yes",
          "stateMail": "yes",
          "stateVoip": "yes"
        }
      ],
      "totalCount": 1,
      "success": true
    }
  }
}

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***

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"
    }
  }
}

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***

200

{
  "data": {
    "agentLeaderboard": {
      "data": {
        "responseData": [
          {
            "id": 12,
            "email": "[e-mail]",
            "departments": "voip,email",
            "role": "Administrator",
            "solvedCases": 21,
            "totalTimeSpent": 127,
            "avgTimeSpentPerCase": 6,
            "averageResponseTime": 5,
            "averageRatingFeedback": 0,
            "agent": {
              "name": "viswanath",
              "photo": null
            }
          },
          {
            "id": 18,
            "email": "[e-mail]",
            "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"
    }
  }
}