Core REST API
Introduction
Anywhere365 has a Representational State Transfer (REST) Application Programming Interface (API), which can be used to GET realtime data directly from the dashboard service. For example you can use this information to connect with a Microsoft Power BI, Power Automate flow or any other application which can integrate with a REST API.
Prerequisites
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Available for UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Core service from 5.0.16453.0 and higher
Legend
A legend of variables used in the provided examples
Item |
Description |
---|---|
|
|
{uccname} |
The technical ucc name (i.e. not the displayname). |
{skillname} |
Name of the Skill as entered in the SharePoint skills list. |
Note: Only from within Dialogue Studio (which is a local service "inside" Dialogue Cloud) a local fqdn over http may be configured.
Format is like http://<GUID>-<0x>.<region>.dialoguecloud.local/
example: http://0de4a1d4-2fdf-44e3-845c-2f4b645a5ecf-02.emea-weu.dialoguecloud.local/.
Available REST API's
Get All Agents
This shows information about all signed-in agents only (formal signed-in or informal)
Parameters
If you also want to see the formal signed-out agents, you can add a parameter:
GET http(s)://{fqdn}/dashboardservice/api/{uccname}/agent?includeFormalStopped=true
Fields
Item |
Description |
---|---|
ActivityToken |
The current activity of the agent. Empty of no activity. |
AverageHandlingTime |
The average handling time of the agent |
CsPresenceState |
Name of the presence of the agent. |
DeviceType |
The last active device of the agent. |
LastPresenceChange |
The date/time of the last presence change of the agent |
LastReasonCodeChange |
The date/time of the last reason code change the agent has done |
MaxChats |
When the agent can't receive anymore chats than he currently is handling, the value would be true. |
PresenceState |
The current presence state of the agent. |
ReasonCode |
The current reason code the agent is in |
RemainingWrapUpTime |
The reaming wrap up time (DischargeDuration) the agent has. |
SipAddress |
|
Skills |
The skills the agent owns.
|
TotalCallsToday |
The amount of calls the agent has accepted today. |
Get Agent By URI (no “sip:”)
This shows information about all signed-in agents only (formal signed-in or informal)
Fields
Item |
Description |
---|---|
AverageHandlingTime |
The average handling time of the agent |
LastPresenceChange |
The date/time of the last presence change of the agent |
LastReasonCodeChange |
The date/time of the last reason code change the agent has done |
MaxChats |
When the agent can receive multiple chats, the value would be true. |
PresenceState |
The current presence state of the agent. |
ReasonCode |
The current reason code the agent is in |
RemainingWrapUpTime |
The reaming wrap up time (DischargeDuration) the agent has. |
SipAddress |
The SIP address of the agent. |
Skills |
The skills the agent owns.
|
TotalCallsToday |
The amount of calls the agent has accepted today |
Get Active calls of Agent By URI (no sip:)
Fields
-
String: Shows the LineURI(s) of the callers who are currently connected to this agent.
Get Calls
This shows information about all active UCC calls (in queue, in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., connected with agent, etc)
Fields
Item |
Description |
---|---|
AcceptedSince |
The date/time when the agent accepted the call |
Agent SipAdress |
The SIP address of the agent who accepted the call |
CallId |
The unique correlation id of the call |
ConnectedSince |
The date/time when the caller entered the UCC |
CustomerSipAddress |
The SIP address or LineURI of the caller |
DisconnectedSince |
The date/time of the disconnect of the call |
InQueueSince |
The date/time of moment the caller went into the queue |
Skill |
The skill the caller is in |
AgentDisplayName |
The display name of the agent who accepted the call |
CurrentlyHunting |
When the UCC is hunting the agent the value would be true |
CustomerDisplayName |
The display name of the caller |
Huntlist |
List of agent who are selected for the hunt. Based on the reservations |
IsHunting |
When the UCC is hunting the agent the value would be true |
IsOnHold |
When the caller is on hold, the value would be true |
Get Calls by skill
This shows information about all active UCC calls per skill (in queue, in IVR, connected with agent, etc)
Fields
Item |
Description |
---|---|
AcceptedSince |
The date/time when the agent accepted the call |
Agent SipAdress |
The SIP address of the agent who accepted the call |
CallId |
The unique correlation id of the call |
ConnectedSince |
The date/time when the caller entered the UCC |
CustomerSipAddress |
The SIP address or line URI of the caller |
DisconnectedSince |
The date/time of the disconnect of the call |
InQueueSince |
The date/time of moment the caller went into the queue |
Skill |
The skill the caller is in |
AgentDisplayName |
The display name of the agent who accepted the call |
CurrentlyHunting |
When the UCC is hunting the agent the value would be true |
CustomerDisplayName |
the display name of the caller |
IsHunting |
When the UCC is hunting the agent the value would be true |
IsOnHold |
When the caller is on hold, the value would be true |
Get Queues
This shows information about all queues (skills)
Fields
Item |
Description |
---|---|
AgentsOnCall |
The amount of agents who are in a call for this skill |
AvgWait |
The average wait time (callers in the queue) in seconds |
ID |
The internal id of the skill |
LongestWait |
The time in seconds of the call who was in the queue for the longest time |
Name |
The name of the skill |
CurrentSize |
The amount of callers in the queue for this particular skill |
MaxSize |
The maximum size of the skill (OverflowThreshold setting) |
Name |
The name of the skill |
Queues by skill
Fields
Item |
Description |
---|---|
AgentsOnCall |
The amount of agents who are in a call for this skill |
AvgWait |
The average wait time (callers in the queue) in seconds |
ID |
The internal id of the skill |
LongestWait |
The time in seconds of the call who was in the queue for the longest time |
Name |
The name of the skill |
CurrentSize |
The amount of callers in the queue for this particular skill |
MaxSize |
The maximum size of the skill (OverflowThreshold setting) |