{ "opencollection": "1.0.0", "info": { "name": "Work Analytics", "version": "8-x-8-Latest" }, "request": { "auth": { "type": "apikey", "key": "8x8-apikey", "value": "{{8x8-apikey}}", "placement": "header" } }, "items": [ { "info": { "name": "Queue Agent Activity", "type": "folder" }, "items": [ { "info": { "name": "Get Agent Activity Metrics per Queues", "type": "http" }, "http": { "method": "GET", "url": "https://api.8x8.com/analytics/work/v2/pbxes/:pbxId/queue-agent-activity", "params": [ { "name": "pbxId", "value": "", "type": "path", "description": "Id of the PBX." }, { "name": "siteIds", "value": "", "type": "query", "description": "Site ids filtering. Multiple values can be passed separated by comma. If not passed, all sites data for the given pbx will be returned." }, { "name": "queueIds", "value": "", "type": "query", "description": "Call Queue ids filtering. Multiple values can be passed separated by comma. If not passed, all queues data for the given pbx will be returned." }, { "name": "userIds", "value": "", "type": "query", "description": "User ids filtering. Multiple values can be passed separated by comma." }, { "name": "userStatuses", "value": "", "type": "query", "description": "User statuses filtering. Multiple values can be passed separated by comma." }, { "name": "queueStatuses", "value": "", "type": "query", "description": "Queue statuses filtering. Multiple values can be passed separated by comma." }, { "name": "startDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If startDate is entered, endDate is required as well." }, { "name": "endDate", "value": "", "type": "query", "description": "Report end date in ISO 8601 standard. If endDate is entered, startDate is required as well." }, { "name": "intraDayStart", "value": "", "type": "query", "description": "Report intra day start time (up to seconds) in ISO 8601 standard. If intraDayStart is entered, intraDayEnd is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "intraDayEnd", "value": "", "type": "query", "description": "Report intra day end time (up to seconds) in ISO 8601 standard. If intraDayEnd is entered, intraDayStart is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "metrics", "value": "", "type": "query", "description": "Expected metrics in response. Multiple values can be passed separated by comma.\n**Values allowed and their description**\n| Name | Description |\n|---------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------|\n| missedInteractions | The number of interactions that were missed by the user. |\n| rejectedInteractions | The number of interactions that were rejected by the user. |\n| ongoingTalkingInteractions | The number of interactions that are currently in the talking phase. |\n| rejectedInteractionsPercentage | The percentage of interactions that were rejected by the user. |\n| averageOnHoldInteractionsTime | The average time that interactions were on hold. |\n| ongoingOnHoldInteractions | The number of interactions that are currently on hold. |\n| userStatusTime | The total time the user has been in their current status. |\n| missedInteractionsPercentage | The percentage of interactions that were missed by the user. |\n| ongoingWrapUpInteractionsTime | The time spent on interactions that are currently in the wrap-up phase. |\n| ongoingAvgTalkingInteractionsTime | The average time spent on interactions that are currently in the talking phase. |\n| enteredInteractions | The number of interactions that the user has entered into. |\n| ongoingTotalHandlingInteractionsTime | The total time spent on interactions that are currently being handled. |\n| acceptedInteractionsPercentage | The percentage of interactions that were accepted by the user. |\n| averageTalkingInteractionsTime | The average time spent on interactions during the talking phase. |\n| totalInteractionTime | The total time spent on all interactions. |\n| ongoingHandlingInteractions | The number of interactions that are currently being handled by the user. |\n| queueStatusTime | The total time the user has been in the queue status. |\n| ongoingWrapUpInteractions | The number of interactions that are currently in the wrap-up phase. |\n| ongoingAvgHandlingInteractionsTime | The average time spent on interactions that are currently being handled. |\n| ongoingOnHoldInteractionsTime | The time spent on interactions that are currently on hold. |\n| ongoingTalkingInteractionsTime | The time spent on interactions that are currently in the talking phase. |\n| averageWrapUpTime | The average time spent on interactions during the wrap-up phase. |\n| acceptedInteractions | The number of interactions that were accepted by the user. |\n| agentAverageTimeToAnswer | The average time the agent takes to answer interactions in the queue after alerting begins (alerting duration). Returns null when the agent answered no interactions in the selected period. |\n" }, { "name": "includeSummary", "value": "", "type": "query", "description": "If true, the response will contain the summary of agent activity metrics for each queue, otherwise not." } ] }, "docs": "This endpoint returns the agent activity metrics for the selected pbx, grouped by queue and agent. The response can be further filtered by a list of queues, sites, agents, user or queue statuses. If no date range is provided, the metrics reflect the agent activity in the last 24 hours." } ] }, { "info": { "name": "Agent Activity", "type": "folder" }, "items": [ { "info": { "name": "Get Agent Activity Metrics", "type": "http" }, "http": { "method": "GET", "url": "https://api.8x8.com/analytics/work/v2/pbxes/:pbxId/agent-activity", "params": [ { "name": "pbxId", "value": "", "type": "path", "description": "Id of the PBX." }, { "name": "siteIds", "value": "", "type": "query", "description": "Site ids filtering. Multiple values can be passed separated by comma. If not passed, all sites data for the given pbx will be returned." }, { "name": "queueIds", "value": "", "type": "query", "description": "Call Queue ids filtering. Multiple values can be passed separated by comma. If not passed, all queues data for the given pbx will be returned." }, { "name": "userIds", "value": "", "type": "query", "description": "User ids filtering. Multiple values can be passed separated by comma." }, { "name": "userStatuses", "value": "", "type": "query", "description": "User statuses filtering. Multiple values can be passed separated by comma." }, { "name": "startDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If startDate is entered, endDate is required as well." }, { "name": "endDate", "value": "", "type": "query", "description": "Report end date in ISO 8601 standard. If endDate is entered, startDate is required as well." }, { "name": "intraDayStart", "value": "", "type": "query", "description": "Report intra day start time (up to seconds) in ISO 8601 standard. If intraDayStart is entered, intraDayEnd is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "intraDayEnd", "value": "", "type": "query", "description": "Report intra day end time (up to seconds) in ISO 8601 standard. If intraDayEnd is entered, intraDayStart is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "metrics", "value": "", "type": "query", "description": "Expected metrics in response. Multiple values can be passed separated by comma.\n\n**Values allowed and their description**\n\n| Metric | Description | \n| -------| ----------- | \n| averageOnHoldInteractionsTime | The average time an interaction spends on hold. |\n| enteredInteractions | The number of interactions entered into the queue. |\n| rejectedInteractions | The number of interactions rejected by the agent. |\n| missedInteractions | The number of interactions missed by the agent. |\n| rejectedInteractionsPercentage | The percentage of interactions rejected by the agent. |\n| acceptedInteractions | The number of interactions accepted by the agent. |\n| acceptedInteractionsPercentage | The percentage of interactions accepted by the agent. |\n| ongoingHandlingInteractions | The number of interactions currently being handled by the agent. |\n| ongoingAvgTalkingInteractionsTime | The average time of ongoing talking interactions. |\n| ongoingAvgHandlingInteractionsTime | The average time of ongoing handling interactions. |\n| ongoingOnHoldInteractions | The number of ongoing interactions currently on hold. |\n| ongoingTalkingInteractions | The number of ongoing talking interactions. |\n| averageWrapUpTime | The average time taken to wrap up an interaction. |\n| missedInteractionsPercentage | The percentage of interactions missed by the agent. |\n| averageTalkingInteractionsTime | The average time of talking interactions. |\n| totalInteractionTime | The total time spent on interactions. |\n| ongoingOnHoldInteractionsTime | The total time of ongoing interactions currently on hold. |\n| ongoingTalkingInteractionsTime | The total time of ongoing talking interactions. |\n| ongoingTotalHandlingInteractionsTime | The total time of ongoing handling interactions. |\n| userStatusTime | The total time the user has spent in their current status. |\n| ongoingWrapUpInteractionsTime | The total time of ongoing wrap-up interactions. |\n| ongoingWrapUpInteractions | The number of ongoing wrap-up interactions. |\n| agentAverageTimeToAnswer | The average time the agent takes to answer interactions after alerting begins (alerting duration). Returns null when the agent answered no interactions in the selected period. |\n" }, { "name": "includeSummary", "value": "", "type": "query", "description": "If true, the response will contain the summary of agent activity metrics for each queue, otherwise not." } ] }, "docs": "This endpoint returns the agent activity metrics for the selected pbx, grouped by agent. The response can be further filtered by a list of queues, sites, agents, user statuses. If no date range is provided, the metrics reflect the agent activity in the last 24 hours." } ] }, { "info": { "name": "Call Queue Metrics", "type": "folder" }, "items": [ { "info": { "name": "Get Call Queue Metrics", "type": "http" }, "http": { "method": "GET", "url": "https://api.8x8.com/analytics/work/v2/pbxes/:pbxId/call-queue-metrics", "params": [ { "name": "pbxId", "value": "", "type": "path", "description": "Id of the PBX." }, { "name": "siteIds", "value": "", "type": "query", "description": "Site ids filtering. Multiple values can be passed separated by comma. If not passed, all sites data for the given pbx will be returned." }, { "name": "queueIds", "value": "", "type": "query", "description": "Call Queue ids filtering. Multiple values can be passed separated by comma." }, { "name": "startDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If startDate is entered, endDate is required as well." }, { "name": "endDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If endDate is entered, startDate is required as well." }, { "name": "intraDayStart", "value": "", "type": "query", "description": "Report intra day start time (up to seconds) in ISO 8601 standard. If intraDayStart is entered, intraDayEnd is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "intraDayEnd", "value": "", "type": "query", "description": "Report intra day end time (up to seconds) in ISO 8601 standard. If intraDayEnd is entered, intraDayStart is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "metrics", "value": "", "type": "query", "description": "Expected metrics in response. Multiple values can be passed separated by comma.\n\n**Values allowed and their description**\n\n| Metric | Description |\n| ---------------- | ------------|\n| abandonedInWaitingCalls | The total number of waiting interactions that ended up as being hung up by the customer |\n| abandonedInWaitingCallsPercentage | The total number of waiting calls that ended up as being hung up by the customer over the number of entered calls |\n| acceptedCalls | The total number of interactions answered by agents in the queue |\n| acceptedCallsPercentage | The total number of calls answered over the number of entered calls |\n| activeCalls | The number of calls still active at the end of the selected interval |\n| averageAnswerTime | Average time taken to answer a call after ringing begins |\n| averageHandlingTime | Average handling time for interactions in the specified time frame |\n| averageOnHoldTime | Average on hold time for finished calls |\n| averageTalkTime | Average talk time in the specified time frame |\n| averageTimeToAnswer | The average time agents take to answer calls (alerting duration) |\n| averageWaitingTime | Average waiting time for interactions in the specified time frame |\n| completedCalls | The number of calls completed at the end of the selected interval |\n| diverted | The total number of unique inbound calls that entered the queue and were routed to another destination by the system — such as voicemail, another queue, a ring group, or an external number — without ever being offered to any agent. The call never rang at any agent's device.

This metric helps distinguish between calls lost due to agent behavior (Missed, Rejected) and calls the system routed away before any agent was involved, which typically indicates a capacity, staffing, or routing configuration issue.

This metric is calculated after calls are completed, so ongoing calls are not included until they end. |\n| divertedCallsPercentage | The percentage of queue entries that were diverted by the system without ever being offered to an agent. Calculated as: (Diverted ÷ Queue Entries) × 100. If Queue Entries = 0, the value is 0%. |\n| enteredCalls | The total number of interactions that entered the queue |\n| forwardedToVoiceMail | The total number of interactions that were forwarded to voice mail |\n| longestHandlingTime | Longest handling time for interactions in the specified time frame |\n| longestOnHoldTime | Longest on hold time for finished calls |\n| longestTalkTime | Longest talk time in the specified time frame |\n| longestWaitingTime | Longest waiting time for interactions in the specified time frame |\n| ongoingAvailableAgents | Number of users assigned to the queue, logged in and in the Available status |\n| ongoingAvgHandlingTime | Average handling time |\n| ongoingAvgTalkingTime | Average talking time |\n| ongoingAvgWaitingTime | Average waiting time |\n| ongoingEligibleAgents | The number of primary and secondary users in the statuses: Available, Busy, Away, Appear Offline |\n| ongoingEligibleOverflowAgents | The number of secondary users in the statuses: Available, Busy, Away, Appear Offline |\n| ongoingEligiblePrimaryAgents | The number of primary users in the statuses: Available, Busy, Away, Appear Offline |\n| ongoingEnabledOverflowAgents | Number of enabled overflow agents |\n| ongoingEnabledPrimaryAgents | Number of enabled primary agents |\n| ongoingHandlingCalls | Handling calls |\n| ongoingLoggedOutAndDndAgents | Number of primary and secondary users in statuses: Offline, Logged out, Dnd |\n| ongoingLoggedOutAndDndOverflowAgents | Number of secondary users in statuses: Offline, Logged out, Dnd |\n| ongoingLongestHandlingTime | Longest handling time |\n| ongoingLongestOnHoldTime | Longest on hold time |\n| ongoingLongestTalkingTime | Longest talking time |\n| ongoingLongestWaitingTime | Longest waiting time |\n| ongoingOnHoldCalls | On hold calls |\n| ongoingOnHoldTime | On hold time |\n| ongoingOverflowAgents | Total number of secondary users assigned to the queue regardless of their available status |\n| ongoingOverflowWrappingUpAgents | The number of secondary users in Wrap-up state |\n| ongoingPrimaryWrappingUpAgents | The number of primary users in Wrap-up state |\n| ongoingTalkingCalls | Talking calls |\n| ongoingTalkingTime | Talking time |\n| ongoingTotalCalls | Total calls |\n| ongoingTotalHandlingTime | Total handling time |\n| ongoingWaitingCalls | Waiting calls |\n| ongoingWaitingTime | Waiting time |\n| ongoingWrappingUpAgents | The number of primary and secondary users in Wrap-up state |\n| totalHandlingTime | Total handling time for interactions in the specified time frame |\n| totalOnHoldTime | Total on hold time for interactions in the specified time frame |\n| totalTalkTime | Total talk time for calls in the specified time frame |\n| totalWaitingTime | Total waiting time for interactions in the specified time frame |\n| transferredToCallQueue | The total number of interactions that were transferred to a call queue |\n| transferredToCallQueuePercentage | The total number of calls that were transferred to a call queue over the number of entered calls |\n| transferredToExternalNumber | The total number of interactions that were transferred to an external number |\n| transferredToRingGroup | The total number of interactions that were transferred to a ring group |\n| transferredToRingGroupPercentage | The total number of calls that were transferred to a ring group over the number of entered calls |\n" }, { "name": "includeSummary", "value": "", "type": "query", "description": "If true, response will contain the metrics summary for the requested queues, otherwise not." } ] }, "docs": "This endpoint returns the call queue metrics, for the selected PBX. The response can be further filtered by a list of queues, sites. If no date range is provided, the metrics reflect the activity on queues in the last 24 hours." } ] }, { "info": { "name": "Call Queue Data Table", "type": "folder" }, "items": [ { "info": { "name": "Get Aggregated Calls", "type": "http" }, "http": { "method": "GET", "url": "https://api.8x8.com/analytics/work/v2/pbxes/:pbxId/calls", "params": [ { "name": "pbxId", "value": "", "type": "path", "description": "Id of the PBX." }, { "name": "siteIds", "value": "", "type": "query", "description": "Site ids filtering. Multiple values can be passed separated by comma. If not passed, all sites data for the given pbx will be returned." }, { "name": "queueIds", "value": "", "type": "query", "description": "Call Queue ids filtering. Multiple values can be passed separated by comma." }, { "name": "startDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If startDate is entered, endDate is required as well." }, { "name": "endDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If endDate is entered, startDate is required as well." }, { "name": "intraDayStart", "value": "", "type": "query", "description": "Report intra day start time (up to seconds) in ISO 8601 standard. If intraDayStart is entered, intraDayEnd is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "intraDayEnd", "value": "", "type": "query", "description": "Report intra day end time (up to seconds) in ISO 8601 standard. If intraDayEnd is entered, intraDayStart is required as well. Report intraDayStart/intraDayEnd parameters should be passed only when report startDate/endDate are passed as well." }, { "name": "metrics", "value": "", "type": "query", "description": "Expected metrics in response. Multiple values can be passed separated by comma. \n**Values allowed and their description**\n| Metric | Description |\n|-----------------------------------|-----------------------------------------------------------------------------|\n| abandonedInHandlingCalls | Number of calls abandoned during handling |\n| abandonedInHandlingCallsPercentage| Percentage of calls abandoned during handling |\n| abandonedInWaitingCalls | Number of calls abandoned while waiting |\n| abandonedInWaitingCallsPercentage | Percentage of calls abandoned while waiting |\n| acceptedCalls | Number of calls accepted by agents |\n| activeCalls | The number of calls still active at the end of the selected interval |\n| averageHandlingTime | Average time spent handling calls |\n| averageOnHoldTime | Average time callers are on hold |\n| averageTalkTime | Average duration of talk time per call |\n| averageWaitingTime | Average time callers wait before being answered |\n| enteredCalls | Number of calls entered into the system |\n| forwardedToVoiceMail | Number of calls forwarded to voicemail |\n| completedCalls | Number of calls successfully completed |\n| longestHandlingTime | Longest time taken to handle a call |\n| longestOnHoldTime | Longest time a caller was on hold |\n| longestTalkTime | Longest duration of talk time per call |\n| longestWaitingTime | Longest waiting time before a call is answered |\n| missedCalls | Number of calls that were missed |\n| missedCallsPercentage | Percentage of missed calls |\n| rejectedCalls | Number of calls rejected by agents |\n| rejectedCallsPercentage | Percentage of calls rejected by agents |\n| totalHandlingTime | Total time spent handling calls |\n| totalOnHoldTime | Total time callers spent on hold |\n| totalTalkTime | Total talk time across all calls |\n| totalWaitingTime | Total waiting time for all calls |\n| transferredToCallQueue | Number of calls transferred to the call queue |\n| transferredToExternalNumber | Number of calls transferred to an external number |\n| transferredToRingGroup | Number of calls transferred to a ring group |\n| ongoingAvailableAgents | Number of agents available to take calls |\n| ongoingAvgHandlingTime | Average handling time for ongoing calls |\n| ongoingAvgTalkingTime | Average talk time for ongoing calls |\n| ongoingAvgWaitingTime | Average waiting time for ongoing calls |\n| ongoingEligibleAgents | Number of eligible agents for handling calls |\n| ongoingEligibleOverflowAgents | Number of eligible overflow agents |\n| ongoingEligiblePrimaryAgents | Number of eligible primary agents |\n| ongoingEnabledOverflowAgents | Number of overflow agents currently enabled |\n| ongoingEnabledPrimaryAgents | Number of primary agents currently enabled |\n| ongoingHandlingCalls | Number of calls currently being handled |\n| ongoingLoggedOutAndDndAgents | Number of agents logged out or in Do Not Disturb mode |\n| ongoingLoggedOutAndDndOverflowAgents | Number of overflow agents logged out or in Do Not Disturb mode |\n| ongoingLongestHandlingTime | Longest handling time for ongoing calls |\n| ongoingLongestOnHoldTime | Longest hold time for ongoing calls |\n| ongoingLongestTalkingTime | Longest talk time for ongoing calls |\n| ongoingLongestWaitingTime | Longest waiting time for ongoing calls |\n| ongoingOnHoldCalls | Number of calls currently on hold |\n| ongoingOnHoldTime | Total on-hold time for ongoing calls |\n| ongoingOverflowAgents | Number of overflow agents available |\n| ongoingOverflowWrappingUpAgents | Number of overflow agents wrapping up calls |\n| ongoingPrimaryWrappingUpAgents | Number of primary agents wrapping up calls |\n| ongoingTalkingCalls | Number of calls currently being talked to |\n| ongoingTalkingTime | Total talk time for ongoing calls |\n| ongoingTotalAgents | Total number of agents currently active |\n| ongoingTotalCalls | Total number of ongoing calls |\n| ongoingTotalHandlingTime | Total handling time for ongoing calls |\n| ongoingWaitingCalls | Number of calls currently waiting |\n| ongoingWaitingTime | Total waiting time for ongoing calls |\n| ongoingWrappingUpAgents | Number of agents currently wrapping up calls |\n" }, { "name": "paging", "value": "", "type": "query" }, { "name": "sorting", "value": "", "type": "query" } ] }, "docs": "This endpoint returns the summary of calls for selected time period and pbx" } ] }, { "info": { "name": "Call Details", "type": "folder" }, "items": [ { "info": { "name": "Get Call Details", "type": "http" }, "http": { "method": "GET", "url": "https://api.8x8.com/analytics/work/v2/pbxes/:pbxId/calls/:callId", "params": [ { "name": "pbxId", "value": "", "type": "path" }, { "name": "callId", "value": "", "type": "path" }, { "name": "startDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If startDate is entered, endDate is required as well." }, { "name": "endDate", "value": "", "type": "query", "description": "Report start date in ISO 8601 standard. If endDate is entered, startDate is required as well." }, { "name": "fields", "value": "", "type": "query" } ] }, "docs": "This endpoint returns the journey of a single interaction in the specified timeframe." } ] } ], "bundled": true }