The endpoint metrics/agents/presence/total?timeRange=YESTERDAY provides metrics about agents' presence over
a specified time range. From the given response below:
-
We have data for an agent named "Test agent".
-
It tells us about the agent's presence states during the given timespan: "busy" and "available".
-
Each state has its duration (
totalTime), the number of times the state has been triggered (totalTransitions), and
the last timestamp it was recorded.
Response:
{
"id": "agents.presence.total",
"type": "total",
"metric": {
"values": [
{
"id": "7c7f884721fa43ec92418f8c793baf60",
"name": "Test agent",
"presence": {
"name": "busy",
"available": false,
"label": "Busy",
"totalTransitions": 0,
"totalTime": 29372,
"lastTimestamp": 1691734163000
},
"states": {
"busy": {
"name": "busy",
"available": false,
"label": "Busy",
"totalTransitions": 0,
"totalTime": 29372,
"lastTimestamp": 1691734163000
},
"available": {
"label": "Available",
"available": true,
"totalTime": 153332,
"totalTransitions": 1,
"lastTimestamp": 1691734163494
}
}
}
]
},
"request": {
"id": "agents.presence.total",
"runtime": 235,
"timeRange": {
"from": "2023-08-11T00:00:00.000Z",
"to": "2023-08-11T14:18:54.999Z",
"value": "TODAY",
"duration": 51534999
}
},
"success": true
}
In this example, we see that the agent Test agent is currently on the status busy for a total time of "totalTime": 29372
Based on the information, our report can be structured as:
|
values/name |
Date |
busy/totalTime |
busy/totalTransitions |
available/totalTime |
available/totalTransitions |
|
Test agent 1 |
10/08/2023 |
1,830.37 |
1 |
237.97 |
8 |
|
Test agent 2 |
10/08/2023 |
1,469.68 |
1 |
49.43 |
4 |
|
Test agent 3 |
10/08/2023 |
0.02 |
1 |
264.02 |
8 |
For regular reporting, consider automating the process:
-
Scheduled Calls: Automate API calls to the endpoint at regular intervals, e.g., daily.
-
Data Processing: Process the response data automatically, converting seconds to hours, minutes, and seconds.
-
Generate Report: Use reporting tools or custom scripts to generate a formatted report.
-
Distribute: Automatically send the report to stakeholders via email or integrate into a dashboard.
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