Agent Status Metrics API

ZohoVoice REST API

Authorization

HeaderKey	Description
Authorization *	Zoho-oauthtoken<space><ACCESS_TOKEN>
Accept *	Set to application/json.

OAuth Doc

GET AGENT'S ONLINE STATUS AUDIT

This API fetches the status details of an agent during a given time period.

Scope : ZohoVoice.agents.READ

Method : GET

URL : https://voice.zoho.com/rest/json/zv/metrics/statusaudit/list

Params:

Key	Type	Description
from	number	from size
size	number	number of logs
fromEpoch*	long	timestamp in epoch millis
toEpoch*	long	timestamp in epoch millis
agentIds*	String	agent ID
sortField	String	status by which to sort - either On Call, Offline, On Break, Available, Busy or Working Time
sortMetric	String	metric by which to sort - either avg, sum, min or max
sortOrder	String	asc, desc
tz*	String	timezone
excludeDays	String	list of weekdays to exclude where 1 denotes Monday, 7 denotes Sunday, without any separator eg: to exclude weekends, use 67
excludeStatus	String	list of statuses to exclude separated by comma eg: to exclude Offline & Break, use On Break,Offline

Response :

{
"code": "200",
"list": {
"agentStatus": [
{
"previousResult": {
"agent_id": "3029000000002015",
"previous_action_time": 1728976200110,
"agentEmail": "janice@zylker.com",
"current_action_time": 1728977814592,
"agentName": "Jan",
"triggered_by_username": "Jan",
"triggered_by": "User",
"duration": 1614482,
"triggered_by_medium": "Web",
"triggered_by_zuid": "67560001",
"current_status": "Available",
"zsoid": "67560292",
"triggered_reason": "",
"previous_status": "Offline"
},
"agent_id": "3029000000002015",
"agentEmail": "janice@zylker.com",
"agentName": "Jan",
"dates": [
{
"hits": [
{
"agent_id": "3029000000002015",
"previous_action_time": 1728977814592,
"agentEmail": "janice@zylker.com",
"triggered_reason_desc": "Automatic Check In",
"current_action_time": 1729056300109,
"agentName": "Jan",
"triggered_by": "Zoho Voice",
"duration": 78485517,
"triggered_by_medium": "",
"triggered_by_zuid": "",
"current_status": "Available",
"logid": "6prJk5IB_xciauz1XOy0",
"zsoid": "67560292",
"triggered_reason": "Agent Schedule",
"previous_status": "Available"
},
{
"agent_id": "3029000000002015",
"previous_action_time": 1729056300109,
"agentEmail": "janice@zylker.com",
"current_action_time": 1729061808945,
"agentName": "Jan",
"triggered_by_username": "Jan",
"triggered_by": "User",
"duration": 5508836,
"triggered_by_medium": "Web",
"triggered_by_zuid": "67560001",
"current_status": "Offline",
"logid": "b6MdlJIBm7rVk3YNaz3l",
"zsoid": "67560292",
"triggered_reason": "",
"previous_status": "Available"
},
...
],
"start_timestamp": 1729036800000,
"index": 0
},
{ "hits": [...], "start_timestamp": 1729123200000, "index": 1 },
{ "hits": [...],"start_timestamp": 1729209600000,"index": 2 },
{ "hits": [...],"start_timestamp": 1729296000000,"index": 3 },
{ "hits": [...],"start_timestamp": 1729382400000,"index": 4 },
{ "hits": [...],"start_timestamp": 1729468800000,"index": 5 },
{ "hits": [...],"start_timestamp": 1729555200000,"index": 6 }
]
}
]
},
"status": "SUCCESS"
}

GET A CALL LOG'S STATUS ACTIVITY

This API fetches the status info of all agents in a queue's call log. This can be used to correlate the agents' availability against missed or answered queue calls.

Note: This api is only available for incoming queue call logs. Status correlation is unavailable for other call types, but can still be fetched using 'statusaudit/list' api if the list of agents, startTime & endTime of the call log are known.

Scope: ZohoVoice.agents.READ

Method : GET

URL : https://voice.zoho.com/rest/json/zv/metrics/statusaudit/list/log

Params:

Key	Type	Description
fromEpoch*	long	timestamp in epoch millis
toEpoch*	long	timestamp in epoch millis
logId*	uuid	uuid of call log
queueIds	String	queueIds of queues involved in the call log
tz*	String	timezone to display the results in

Response:

{
"code": "200",
"log": {
"response": [
{
"ringingOrder": [
{
"agentId": "3029000003904005",
"rings": [
{
"start_time": 1729251588000,
"queueName": "All in One",
"agent_name": "aravindan.e5",
"agent_number": 3029000003904005,
"ringing_time": 0,
"is_answered": false,
"strategy": "ring-all",
"hangup_cause": {
"hangup_cause_description": "The user you are trying to reach is not available.",
"hangupcause": "UNALLOCATED_NUMBER",
"hangup_cause_displayname": "User unreachable"
}
}
]
},
{
"agentId": "3029000004016005",
"rings": [..]
},
{
"agentId": "3029000000002015",
"rings": [..]
}
],
"answeredAgent": {},
"queueDetails": {
"_queueId": 3029000004016033,
"ringtime_in_queue": 60,
"queueName": "All in One",
"customer_entry_time": 1729251587000,
"strategy": "ring-all",
"customer_exit_time": 1729251647000
},
"agentStatus": [
{
"hits": [..],
"agent_id": "3029000003904005",
"agentName": "aravindan.e5"
},
{
"hits": [..],
"agent_id": "3029000004016005",
"agentName": "aravindan.e3"
},
{
"hits": [..],
"agent_id": "3029000000002015",
"agentName": "AravindaN1"
},
{
"hits": [..],
"agent_id": "3029000000003003",
"agentName": "aravindan2"
},
{
"hits": [..],
"agent_id": "3029000000005013",
"agentName": "aravindan.e4"
}
]
}
]
},
"status": "SUCCESS"
}

GET AGENTS' AGGREGATED STATUS METRICS (OVER THE COMPLETE PERIOD)

This API returns aggregated status data for a given set of agents or queues

Scope: ZohoVoice.agents.READ

Method: GET

URL: https://voice.zoho.com/rest/json/zv/metrics/statusaudit/overview

Params:

Key	Type	Description
from	number	from size
size	number	number of logs
fromEpoch*	long	timestamp in epoch millis
toEpoch*	long	timestamp in epoch millis
agentIds*	String	list of agent IDs separated by comma
queueIds*	String	list of queue IDs separated by comma(When both agentIds and queueIds are given, only queueIds are used to filter results)
sortField	String	status by which to sort - either On Call, Offline, On Break, Available, Busy or Working Time
sortMetric	String	metric by which to sort - either avg, sum, min or max
sortOrder	String	asc, desc
tz*	String	timezone
excludeDays	String	list of weekdays to exclude where 1 denotes Monday, 7 denotes Sunday, without any separator eg: to exclude weekends, use 67
excludeStatus	String	list of statuses to exclude separated by comma eg: to exclude Offline & Break, use On Break,Offline

Response:

{
"overview": {
"agentmetrics": {
"overallAggregation": {
"Working Time": {
"avg": 140780500.4,
"max": 162421466,
"onlineStatus": "Working Time",
"sum": 703902502,
"daily_peragent_avg": 35195125.1
},
"Offline": {..},
"Available": {..},
"On Call": {..},
"agentCount": 4,
"daysCount": 5
},
"maxTimeAgents": {
"On Break": {
"duration": "--",
"agentName": "--",
"previous_status": "On Break"
},
"Busy": {
"duration": "--",
"agentName": "--",
"previous_status": "Busy"
}
},
"individualAggregation": [
{
"agent_id": "600000000039003",
"agentEmail": "jacques@zylker.com",
"agentName": "Jack",
"Working Time": {
"avg": 40426688,
"max": 161471551,
"onlineStatus": "Working Time",
"sum": 2.0213344E+8
},
"On Break": {
"avg": "--",
"peragent_avg": "--",
"max": "--",
"onlineStatus": "On Break",
"sum": "0",
"daily_peragent_avg": "--"
},
"Busy": {
"avg": "--",
"peragent_avg": "--",
"max": "--",
"onlineStatus": "Busy",
"sum": "0",
"daily_peragent_avg": "--"
},
"Offline": {
"avg": "--",
"peragent_avg": "--",
"max": "--",
"onlineStatus": "Offline",
"sum": "0",
"daily_peragent_avg": "--"
},
"Available": {
"avg": 40265253.8,
"max": 161471551,
"onlineStatus": "Available",
"sum": 201326269
},
"On Call": {
"avg": 161434.2,
"max": 311311,
"onlineStatus": "On Call",
"sum": 807171
}
},
{..},
{..},
{..}
]
}
},
"code": "200",
"status": "SUCCESS"
}

GET AGENTS' AGGREGATED STATUS METRICS(BY DAY)

This API returns aggregated status data for a given set of agents or queues

Scope: ZohoVoice.agents.READ

Method: GET

URL: https://voice.zoho.com/rest/json/zv/metrics/statusaudit/calendarSummary

Params:

Key	Type	Description
from	number	from size
size	number	number of logs
fromEpoch*	long	timestamp in epoch millis
toEpoch*	long	timestamp in epoch millis
agentIds*	String	list of agent IDs separated by comma
queueIds*	String	list of queue IDs separated by comma(When both agentIds and queueIds are given, only queueIds are used to filter results)
tz*	String	timezone
excludeDays	String	list of weekdays to exclude where 1 denotes Monday, 7 denotes Sunday, without any separator eg: to exclude weekends, use 67
excludeStatus	String	list of statuses to exclude separated by comma eg: to exclude Offline & Break, use On Break,Offline

{
"calendarSummary": {
"histogramAggregation": [
{
"totalRow": {
"agent_id": "600000000039003",
"agentEmail": "jacques@zylker.com",
"agentName": "Jack",
"Working Time": {
"avg": 40426688,
"max": 161471551,
"onlineStatus": "Working Time",
"sum": 2.0213344E+8
},
"On Break": {
"avg": "--",
"peragent_avg": "--",
"max": "--",
"onlineStatus": "On Break",
"sum": "0",
"daily_peragent_avg": "--"
},
"Busy": {..},
"Offline": {..},
"Available": {..},
"On Call": {..}
},
"intervalsData": {
"2024-10-18": {
"interval": "2024-10-18",
"previous_status": {
"Working Time": {
"avg": 5866688,
"max": 2.606828E+7,
"sum": 2.933344E+7,
"previous_status": "Working Time"
},
"On Break": {
"avg": 0,
"max": 0,
"sum": 0,
"previous_status": "On Break"
},
"Busy": {
"avg": 0,
"max": 0,
"sum": 0,
"previous_status": "Busy"
},
"Offline": {
"avg": 0,
"max": 0,
"sum": 0,
"previous_status": "Offline"
},
"Available": {
"avg": 5732255,
"max": 2.606828E+7,
"sum": 28661275,
"previous_status": "Available"
},
"On Call": {
"avg": 134433,
"max": 311311,
"sum": 672165,
"previous_status": "On Call"
}
}
},
"2024-10-16": {..},
"2024-10-17": {..},
"2024-10-21": {..},
"2024-10-22": {..}
},
"intervalsList": [
"2024-10-16",
"2024-10-17",
"2024-10-18",
"2024-10-21",
"2024-10-22"
]
}
],
"individualAggregation": [
{
"agent_id": "600000000039003",
"agentEmail": "jacques@zylker.com",
"agentName": "Jack",
"Working Time": {
"avg": 40426688,
"max": 161471551,
"onlineStatus": "Working Time",
"sum": 2.0213344E+8
},
"On Break": {
"avg": "--",
"peragent_avg": "--",
"max": "--",
"onlineStatus": "On Break",
"sum": "0",
"daily_peragent_avg": "--"
},
"Busy": {..},
"Offline": {..},
"Available": {..},
"On Call": {..}
}
]
},
"code": "200",
"status": "SUCCESS"
}

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