List historical detail reports
GET {{baseUrl}}/contact_center/analytics/historical/details/metrics?next_page_token=<string>&page_size=10&timezone=<string>&from=<date>&to=<date>&queue_ids=<string>&queue_ids=<string>&user_id=<string>&consumer_number=<string>&consumer_id=<string>&direction=outbound&results=<string>&results=<string>&channel_types=chat&channel_types=video&queue_wait_type=live_waiting&required_skill_ids=<string>&required_skill_ids=<string>
Generate a list of historical detail reports.
Scopes: contact_center_report:read:admin
Rate Limit Label: Heavy
Request Params
| Key | Datatype | Required | Description |
|---|---|---|---|
next_page_token | string | Use the next page token to paginate through large result sets. A next page token returns whenever the set of available results exceeds the current page size. This token's expiration period is 15 minutes. | |
page_size | number | The number of items returned per page. | |
timezone | string | The call's timezone. The default is UTC. | |
from | string | The start time and date in yyyy-mm-dd or yyyy-MM-dd'T'HH:mm:ss'Z' format. The defined date range should be a month, as the response only includes one month's worth of data. If no start date is specified, return data from the past 24 hours. | |
to | string | Required only when the from parameters is specified. The end time and date in yyyy-mm-dd or yyyy-MM-dd'T'HH:mm:ss'Z' format, the same format as the from parameter. | |
queue_ids | string | A comma-separated list of queue IDs to query, up to 20 queue IDs. | |
queue_ids | string | A comma-separated list of queue IDs to query, up to 20 queue IDs. | |
user_id | string | The agent's ID. | |
consumer_number | string | The consumer's phone number. | |
consumer_id | string | The consumer ID for video, chat, or SMS engagements. | |
direction | string | The engagement's direction. |
Voice, SMS:
inboundoutbound
Chat, Video:
inbound| |results| string | | The engagement's results.
Voice:
completedshort_abandonedlong_abandonedhold_abandonedoverflowed_to_inboxoverflowed_to_disconnectlong_callsshort_callshang_up_callsmisseddeclined
Video:
completedshort_abandonedlong_abandonedmisseddeclined
Chat, SMS:
completedauto_closedmisseddeclined| |results| string | | The engagement's results.
Voice:
completedshort_abandonedlong_abandonedhold_abandonedoverflowed_to_inboxoverflowed_to_disconnectlong_callsshort_callshang_up_callsmisseddeclined
Video:
completedshort_abandonedlong_abandonedmisseddeclined
Chat, SMS:
completedauto_closedmisseddeclined| |channel_types| string | | (Required) The channel's type. Provide only a single channel type. | |channel_types| string | | (Required) The channel's type. Provide only a single channel type. | |queue_wait_type| string | | The queue's wait type. This is applicable to voice channel. | |required_skill_ids| string | | The required skill's ID. This is applicable to voice channel. | |required_skill_ids| string | | The required skill's ID. This is applicable to voice channel. |
HEADERS
| Key | Datatype | Required | Description |
|---|---|---|---|
Accept | string |
RESPONSES
status: OK
{"next_page_token":"\u003cstring\u003e","page_size":10,"total_records":"\u003cinteger\u003e","timezone":"\u003cstring\u003e","from":"\u003cdateTime\u003e","to":"\u003cdateTime\u003e","details":[{"engagement_id":"\u003cstring\u003e","direction":"outbound","consumer_number":"\u003cstring\u003e","consumer_id":"\u003cstring\u003e","consumer_name":"\u003cstring\u003e","start_time":"\u003cdateTime\u003e","results":"hold_abandoned","total_duration":"\u003clong\u003e","ivr_duration":"\u003clong\u003e","waiting_duration":"\u003clong\u003e","talking_duration":"\u003clong\u003e","hold_duration":"\u003clong\u003e","wrap_up_duration":"\u003clong\u003e","disposition_id":"\u003cstring\u003e","disposition_name":"\u003cstring\u003e","flows":[{"flow_id":"\u003cstring\u003e","flow_name":"\u003cstring\u003e","flow_version":"\u003cstring\u003e"},{"flow_id":"\u003cstring\u003e","flow_name":"\u003cstring\u003e","flow_version":"\u003cstring\u003e"}],"queues":[{"queue_id":"\u003cstring\u003e","queue_name":"\u003cstring\u003e"},{"queue_id":"\u003cstring\u003e","queue_name":"\u003cstring\u003e"}],"agents":[{"user_id":"\u003cstring\u003e","display_name":"\u003cstring\u003e"},{"user_id":"\u003cstring\u003e","display_name":"\u003cstring\u003e"}],"total_flow_duration":"\u003clong\u003e","queue_wait_type":"live_waiting","last_widget_name":"\u003cstring\u003e","agent_first_message_speed":"\u003clong\u003e","dialed_numbers":["\u003cstring\u003e","\u003cstring\u003e"],"callback_waiting_duration":"\u003clong\u003e","callback_pending_duration":"\u003clong\u003e","handling_duration":"\u003clong\u003e","ring_duration":"\u003clong\u003e","required_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","minimum_proficiency_level":"\u003cinteger\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","minimum_proficiency_level":"\u003cinteger\u003e"}],"optional_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","matched":"\u003cboolean\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","matched":"\u003cboolean\u003e"}],"agent_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","proficiency_level":"\u003cinteger\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","proficiency_level":"\u003cinteger\u003e"}]},{"engagement_id":"\u003cstring\u003e","direction":"inbound","consumer_number":"\u003cstring\u003e","consumer_id":"\u003cstring\u003e","consumer_name":"\u003cstring\u003e","start_time":"\u003cdateTime\u003e","results":"declined","total_duration":"\u003clong\u003e","ivr_duration":"\u003clong\u003e","waiting_duration":"\u003clong\u003e","talking_duration":"\u003clong\u003e","hold_duration":"\u003clong\u003e","wrap_up_duration":"\u003clong\u003e","disposition_id":"\u003cstring\u003e","disposition_name":"\u003cstring\u003e","flows":[{"flow_id":"\u003cstring\u003e","flow_name":"\u003cstring\u003e","flow_version":"\u003cstring\u003e"},{"flow_id":"\u003cstring\u003e","flow_name":"\u003cstring\u003e","flow_version":"\u003cstring\u003e"}],"queues":[{"queue_id":"\u003cstring\u003e","queue_name":"\u003cstring\u003e"},{"queue_id":"\u003cstring\u003e","queue_name":"\u003cstring\u003e"}],"agents":[{"user_id":"\u003cstring\u003e","display_name":"\u003cstring\u003e"},{"user_id":"\u003cstring\u003e","display_name":"\u003cstring\u003e"}],"total_flow_duration":"\u003clong\u003e","queue_wait_type":"callback","last_widget_name":"\u003cstring\u003e","agent_first_message_speed":"\u003clong\u003e","dialed_numbers":["\u003cstring\u003e","\u003cstring\u003e"],"callback_waiting_duration":"\u003clong\u003e","callback_pending_duration":"\u003clong\u003e","handling_duration":"\u003clong\u003e","ring_duration":"\u003clong\u003e","required_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","minimum_proficiency_level":"\u003cinteger\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","minimum_proficiency_level":"\u003cinteger\u003e"}],"optional_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","matched":"\u003cboolean\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","matched":"\u003cboolean\u003e"}],"agent_skills":[{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","proficiency_level":"\u003cinteger\u003e"},{"skill_id":"\u003cstring\u003e","skill_name":"\u003cstring\u003e","proficiency_level":"\u003cinteger\u003e"}]}]}