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:

Authenticate and obtain a token for the session.
Use the token in the Header Authorization.
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: