Case Aggregation

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Parameters

• Queues - Queues can be pulled from the Queue API call
• Filter If left blank all values are returned. If fields added only chosen fields will be returned.
  • For more information on Filters see: Reporting Filters
• DateFilterField - Any of the specific date fields can be used as a filter.
• StartDateTime - When to start pulling data from API.
• EndDateTime - When to stop pulling data from API.
• RelativePeriodStart - To start query one of multiple days in the future, 1,2, etc. or to do in past -1, -2, etc.
• RelativePeriodEnd - To end query one of multiple days in the future, 1,2, etc. or to do in past -1, -2, etc.
• RelativeTime Zone For API information about Times Zone, please visit this page on Time Zones.
  • When left blank the default is UTC.
  • Date ranges can be in ISO format.
  • For Additional Date Range information see: Reporting Date Range Handling
• Resolution - Size periods of the request. Can be by quarter hour, 1 hour, or 1 day.
• GroupFields - multiple fields connected to return in one row/count
  • Ex. "AgentId", "FirstAcceptedQuarterHourUtc"
• Aggregates - See Reporting Aggregation
• It is recommended advanced filter object be done outside of the API document for best results.

Responses available:

• 200
• 401
• 403

Example return:

{
  "startDateTime": "2022-07-27T04:00:00.000Z",
  "endDateTime": "2022-07-28T03:59:59.999Z",
  "dateFilterField": "FirstAcceptedAtUtc",
  "groupFields": ["AgentId", "FirstAcceptedQuarterHourUtc"],
  "aggregates": {
    "_id": ["Count"],
    "AnsweredApplied": ["Sum"],
    "AcceptTime": ["Sum"]
  },
  "queues": [],
  "filter": { "ChannelType": { "$ne": 0 }, "AgentId": { "$ne": null } },
  "RelativeTimezone": "America/Toronto"
}