Agent Workstate Rollup from Reporting API

This endpoint will return the amount of time (in seconds) for all workstates used by an agent, by individual Agent ID.

Authentication required, please visit this page for Authentication How To.

Parameters

Parameter	Required?	Description
queues	No	Array of QueueIds in integer format. If defined, only agent data for the specified queues will be returned.
agents	No	Array of AgentIds in integer format. If defined, only agent data for the specified agents will be returned.
startDateTime	Yes - if relativePeriodStart is undefined.	Datetime in ISO 8601 format ("YYYY-MM-DDThh:mm:ssZ", e.g. "2023-01-01T08:00:00Z").
endDateTime	Yes - if relativePeriodEnd is undefined	Datetime in ISO 8601 format ("YYYY-MM-DDThh:mm:ssZ", e.g. "2023-01-01T08:00:00Z").
relativePeriodStart	No	Start time using a count of periods defined by the resolution parameter. Must be a negative integer to indicate periods in the past.
relativePeriodEnd	No	End time using a count of periods defined by the resolution parameter. Must be a negative integer smaller than the relativePeriodStart value.
relativeTimezone	No	If the resolution period is set to daily ('2') the Timezone parameter can be used to summarize data by the defined time zone. Allowed values are defined at this page on Time Zones.
resolution	Yes - if relativePeriodStart is defined	the length of the time periods used for the relativePeriod parameters and the summarization of data returned. Set to 0 for quarter-hourly, 1 for hourly, and 2 for daily.
includeInactiveTime	No	This parameter is assumed to be false if not defined. Setting to true will include agents with no logged in time during the specified date range.

Responses available:

Example return:

{
  "resultCode": 0,
  "resultCodeName": "Success",
  "data": [
    {
      "StateIdDurations": [
        {
          "StateId": 0,
          "State": 3,
          "SubState": 0,
          "Duration": 537
        },
        {
          "StateId": 1,
          "State": 0,
          "SubState": 0,
          "Duration": 363
        }
      ],
      "TotalDuration": 900,
      "AgentId": 18605,
      "RollupDate": "2023-09-21T15:45:00Z"
    },
    {
      "StateIdDurations": [
        {
          "StateId": 1,
          "State": 0,
          "SubState": 0,
          "Duration": 900
        }
      ],
      "TotalDuration": 900,
      "AgentId": 18605,
      "RollupDate": "2023-09-21T16:00:00Z"
    },
    {
      "StateIdDurations": [
        {
          "StateId": 1,
          "State": 0,
          "SubState": 0,
          "Duration": 900
        }
      ],
      "TotalDuration": 900,
      "AgentId": 18605,
      "RollupDate": "2023-09-21T16:15:00Z"
    },
    {
      "StateIdDurations": [
        {
          "StateId": 1,
          "State": 0,
          "SubState": 0,
          "Duration": 900
        }
      ],
      "TotalDuration": 900,
      "AgentId": 18605,
      "RollupDate": "2023-09-21T16:30:00Z"
    },
    {
      "StateIdDurations": [
        {
          "StateId": 1,
          "State": 0,
          "SubState": 0,
          "Duration": 900
        }
      ],
      "TotalDuration": 900,
      "AgentId": 18605,
      "RollupDate": "2023-09-21T16:45:00Z"
    }
  ],
  "dataType": "JObject",
  "hasPaging": false
}