API WFM reports

With our API, you can interact through various channels and keep your contact center always connected.

Remember that in order to use the API, you need:

  1. Authenticate and obtain a token for the session.

  2. Use the token in the Header Authorization.

  3. End session.

More info here.



Campaign stats

List of metrics, for one or more campaigns, between a certain period and interval.

You can check the available metrics here.

To consider:

  • Date from and to are mandatory.

  • You must send, at least, one campaign.

  • The metrics are optional, they will all return by default.

  • The interval is optional, by default they are 15 minutes.

API call:

https://domain.ucontactcloud.com/Integra/resources/WFMApi/campaigns Method: GET Content-type: application/json; charset=UTF-8 Parameters: from (Date from in format YYYY-MM-DD HH:mm) to (Date to in format YYYY-MM-DD HH:mm) campaigns (List of campaigns separated by coma in format channel-Campaign Example: sms-WhatsApp_Campaign,webchat-CustomerSupport,...) metrics (List of metrics separated by coma Example: arts,inMessages,serviceLevel,...) interval (Interval 15, 30 or 60) Answer: JSON

Request example:

curl --location --request GET 'https://dominio.ucontactcloud.com/Integra/resources/WFMApi/campaigns?from=2021-06-10%2000:00&to=2021-06-10%2023:00&metrics=&campaigns=sms-WhatsApp_Campaign&interval=30' \ --header 'Authorization: Basic YXBpOjgzYTk1YzMwLWYyMjYtNDBkYS04NTc5LWZjYmMxMjAzZDE0NQ==' \ --header 'Content-Type: application/json; charset=UTF-8'

Answer example:

[ { "date": "2021-06-10 00:00", "campaign": "WhatsApp_Campaign", "channel": "sms", "data": { "arts": 713.86, "inMessages": 5, "outMessages": 15, "serviceLevel": 0.0, "inInteractions": 0, "averageHoldTime": 650.25, "outInteractions": 0, "transferedAgents": 0, "averageAttendedTime": 5947.665, "transferedCampaigns": 0, "averageFirstResponse": 0.835, "attendedInInteractions": 2, "completedInInteractions": 4, "completedOutInteractions": 0, "averageTimeInInteractions": 5949.665, "averageTimeOutInteractions": 0.0 } }, { "date": "2021-06-10 00:30", "campaign": "WhatsApp_Campaign", "channel": "sms", "data": { "arts": 596.0, "inMessages": 8, "outMessages": 9, "serviceLevel": 50.0, "inInteractions": 2, "averageHoldTime": 0.5, "outInteractions": 0, "transferedAgents": 0, "averageAttendedTime": 1009.75, "transferedCampaigns": 0, "averageFirstResponse": 0.25, "attendedInInteractions": 1, "completedInInteractions": 2, "completedOutInteractions": 0, "averageTimeInInteractions": 1010.75, "averageTimeOutInteractions": 0.0 } } ]


Agents stats

List of metrics, for one or more agents, between a certain period and interval.

 

API call:

Request example:

Answer example:



Interaction stats

List of interaction metrics, for one or more campaigns, between a certain period and interval.

 

API call:

 

Request example:

Answer example: