Core REST API

Introduction

Anywhere365 introduces a Representational State Transfer (REST) service, which can be used to pull realtime date directly from the dashboard. For example you can use this information to create a streaming dataset with Power BI, connect with Microsoft Flow or any other application which can integrate with a REST API.

 

Prerequisites

 

Available REST API's

Get All Agents

URL: http(s)://{fqdnA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS).}/dashboardservice/api/{uccname}/agent

This shows information about all signed-in agents only (formal signed-in or informal)

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 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 SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address of the agent.

Skills

The skills the agent owns.

  • Name: The name of the skill that the agent has.
  • Value: The score the agent has for this skill.

TotalCallsToday

The amount of calls the agent has accepted today.

 

Get Agent By URI (no “sip:”)

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/agent/user@host

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.

  • Name: The name of the skill that the agent has.
  • Value: The score the agent has for this skill.

TotalCallsToday

The amount of calls the agent has accepted today

 

Get Active calls of Agent By URI (no sip:)

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/agent/user@host/calls

Fields

  • String: Shows the LineURI(s) of the callers who are currently connected to this agent.

Get Calls

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/calls

This shows information about all active UCC calls (in queue, in IVRInteractive Voice Response (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

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/calls/{skillname}

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

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/queue

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

URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/queue/{skillname}

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)