Agent Performance

get
Agent List

https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-list
Request
Response
Request
Headers
Authorization
required
string
Bearer ***YOUR_API_KEY***
Query Parameters
search
optional
string
You can pass text that will be applicable to search in agent name or email.
page
optional
string
Page number for which you want agent records if you are using pagination. If you are not passing limit or page then it will retrieve all records.
limit
optional
string
Number of records you want in one call. If you are not passing limit or page then it will retrieve all records.
Response
200: OK
{
"data": {
"agents_list": {
"data": [
{
"id": 1,
"name": "Test Agent",
"email": "[email protected]",
"image": null,
"department": "Analytics12",
"role": "Administrator",
"rating": 3.25,
"isOnline": "online",
"stateChat": "yes",
"stateMail": "yes",
"stateVoip": "yes"
}
],
"totalCount": 1,
"success": true
}
}
}

get
Agent Graph Data

https://{{account_id}}.acquire.io/api/v1/analytics/agent/graph-data
View agent metrics, ratings, and response times across all channels.
Request
Response
Request
Headers
Authorization
required
string
Bearer ***YOUR_API_KEY***
Query Parameters
agent_id
required
string
Pass the id of an agent for which you want to get data.You can get agent id by calling agent list API mentioned above.
start_date
required
string
Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00)
end_date
required
string
Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59)
offset
optional
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
optional
string
json or csv
Response
200: OK
{
"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"
}
}
}

get
Agent Leaderboard

https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-leaderboard
A large board for displaying the ranking of the Agents.
Request
Response
Request
Headers
Authorization
required
string
Bearer ***YOUR_API_KEY***
Query Parameters
filter.role
optional
string
List of role ids for which API will return details of cases for agent. Ex. [1,2]
filter.departments
optional
string
List of department ids for which API will return details of cases for agent. Ex. [1,2]
filter.channel
optional
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
optional
string
You can pass text that will be applicable to search in agent name or email.
limit
optional
string
Number of records you want in one call. If you are not passing limit or page then it will retrieve all records.
page
optional
string
Page number for which you want agent records if you are using pagination. If you are not passing limit or page then it will retrieve all records.
start_date
required
string
Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00)
end_date
required
string
Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59)
offset
optional
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
optional
string
json or csv
Response
200: OK
{
"data": {
"agentLeaderboard": {
"data": {
"responseData": [
{
"id": 12,
"email": "[email protected]",
"departments": "voip,email",
"role": "Administrator",
"solvedCases": 21,
"totalTimeSpent": 127,
"avgTimeSpentPerCase": 6,
"averageResponseTime": 5,
"averageRatingFeedback": 0,
"agent": {
"name": "viswanath",
"photo": null
}
},
{
"id": 18,
"email": "[email protected]",
"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"
}
}
}