Contact Volume API

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Use this API to retrieve call volume details associated with a specified collection point for a given interval. The response includes fields mapped to specific field names relevant to the Workforce Management (WFM) client.

Method	POST
Endpoint	https://{{host}}/agentassist/api/public/analytics/account/{{AccountId}}/callvolume
Content-Type	application/json
Authorization	auth: {{JWT}} See How to generate the JWT Token.
API Scope	WFM Integration

Path Parameters

Parameter	Description	Type
host	Environment URL. For example: https://platform.kore.ai	string, required
AccountId	Unique identifier for the account.	string, required

Sample Request

curl --location 'https://{{host}}/agentassist/api/public/analytics/account/636f5b36bcf8a8c7101exxxx/callvolume' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLWNhYzQ3NGEzLTBhYTktNWM2Yi1iMzA2LTMyNjNhM2E1YWQxYSJ9.W5HbU67WJ4YNaWtkZJsyLkxvq8nnK3sHb3StnUCxxxx' \
--header 'Content-Type: application/json' \
--data '{
    "orgId": "o-01aedac2-26fb-5bdb-bb0f-f71292caxxxx",
    "fromTimeStamp": "2023-01-07T09:45:00Z",
    "toTimeStamp": "2023-01-08T10:00:00Z",
    "skip": 0,
    "limit": 2
}'

Request Body Parameters

Parameter	Description	Type
orgId	Organization ID associated with the account.	String, required
fromTimeStamp	Start date and time in ISO 8601 format (for example, 2023-01-07T09:45:00Z). Optional if fetching call records from the first available record for initial syncs.	String, optional
toTimeStamp	End date and time in ISO 8601 format (for example, 2023-01-08T10:00:00Z).	String, required
skip	Number of results to skip for pagination. Default is 0.	Number, optional
limit	Number of contact records to retrieve (for example, 2).	Number, optional

Sample Response

{
    "hasMore": false,
    "CallVolumeUpdate": [
        {
            "_id": "647868bfc0cf4c7b7671xxxx",
            "intervalStartTimeStamp": "2023-06-01T09:45:00.000Z",
            "orgId": "o-8aa0607b-1d81-504a-9eb2-5a39f133xxxx",
            "queueId": "qu-6c47543-19ca-49ac-a085-2292bba5xxxx",
            "source": "rtm",
            "__v": 0,
            "intervalEndTimeStamp": "2023-06-01T10:00:00.000Z",
            "offeredContacts": 1,
            "answeredContacts": 1,
            "maxQueueHoldTimeAnswered": 34035,
            "queueHoldTimeAnswered": 34035,
            "acwDuration": 3949,
            "completedContacts": 1,
            "conversationHandleTime": 68043,
            "conversationTalkTime": 64094,
            "holdDuration": 0,
            "messageCount": 0,
            "savedMessageCount": 0,
            "csatResponses": 1,
            "csatScore": 1,
            "abandonedContacts": 1,
            "maxqueueHoldTimeAbandoned": 180150,
            "queueHoldTimeAbandoned": 180150,
            "iId": "st-b6ff0557-e54b-5ac1-946f-2b003d9exxxx",
            "queueName": "custom day"
        }
    ],
    "totalCount": 1
}

Response Body Parameters

Parameter	Description	Type
hasMore	Indicates if there are more records to fetch.	Boolean
CallVolumeUpdate	List of objects representing individual call volume updates.	Array
CallVolumeUpdate._id	Unique identifier for the call volume record.	String
CallVolumeUpdate.intervalStartTimeStamp	Start time of the interval in ISO 8601 format.	String
CallVolumeUpdate.intervalEndTimeStamp	End time of the interval in ISO 8601 format.	String
CallVolumeUpdate.orgId	Organization ID associated with the call volume data.	String
CallVolumeUpdate.queueId	Queue ID where the calls were handled.	String
CallVolumeUpdate.source	Source of the data (for example, "rtm" for real-time monitoring).	String
CallVolumeUpdate.__v	Version key for the database document (for example, 0).	Integer
CallVolumeUpdate.offeredContacts	Number of contacts offered to the queue during the interval.	Integer
CallVolumeUpdate.answeredContacts	Number of contacts answered during the interval.	Integer
CallVolumeUpdate.maxQueueHoldTimeAnswered	Maximum hold time in seconds for answered contacts.	Integer
CallVolumeUpdate.queueHoldTimeAnswered	Total queue hold time in seconds for answered contacts.	Integer
CallVolumeUpdate.acwDuration	After-call work duration in seconds.	Integer
CallVolumeUpdate.completedContacts	Number of contacts completed during the interval.	Integer
CallVolumeUpdate.conversationHandleTime	Total handle time of the conversation in seconds.	Integer
CallVolumeUpdate.conversationTalkTime	Total talk time during the conversation in seconds.	Integer
CallVolumeUpdate.holdDuration	Total hold duration in seconds during the call.	Integer
CallVolumeUpdate.messageCount	Number of messages exchanged during the conversation.	Integer
CallVolumeUpdate.savedMessageCount	Number of messages saved during the conversation.	Integer
CallVolumeUpdate.csatResponses	Number of CSAT survey responses collected.	Integer
CallVolumeUpdate.csatScore	CSAT score from customer feedback (for example, 4).	Integer
CallVolumeUpdate.abandonedContacts	Number of contacts abandoned during the interval.	Integer
CallVolumeUpdate.maxqueueHoldTimeAbandoned	Maximum hold time in seconds for abandoned contacts.	Integer
CallVolumeUpdate.queueHoldTimeAbandoned	Total queue hold time in seconds for abandoned contacts.	Integer
CallVolumeUpdate.iId	Unique instance ID for tracking the call or interaction.	String
CallVolumeUpdate.queueName	Name of the queue where the call or interaction took place.	String