Contact Center AI Platform (CCAI Platform) provides a set of API that can be used to gather reporting data.
Available endpoints
| Endpoint | Description |
|---|---|
| Agent | Provides necessary details around the agents that are assigned to the CCAI Platform platform. |
| Agent Status History | Enables status changes and associated timestamps for what agents are doing within the CCAI Platform platform. This data is extremely useful in WFM and time-series analysis. |
| Call | Gives visibility into every call and call type that the CCAI Platform platform manages including inbound, outbound, voicemails, and their channels. Subset details can also be included including keys to join photos, videos, transfer, and call participants. Furthermore, keys are provided to link calls and agents together for deeper tracking analysis. |
| Chat | Similar to the call data model, the chat data model allows for users to identify the details of all chats managed by the CCAI Platform platform including the menu path taken prior to the chat being taken and transfer of the chat if applicable. |
| Call Participant | Allows for the data to be pulled on the agent, end-users and/or third party who participated in a particular call. |
| Chat Participant | Allows for the data to be pulled on the agent and ensures who participated in a particular chat. |
| Changed Detail | Provides a unique data model to account for data value changes between the former and new value by specific fields. |
| User Info | A subset of data that is best categorized as a limited view of the full agent data model. |
| Photo | Represents the end user-uploaded photos which can be traced to call and chat channels. |
| Video | Represents the end user-uploaded videos which can be traced to call and chat channels. |
| Team | Provides additional context into agent details and how a particular agent is grouped in the support center. Agents can belong to more than one team. |
| Team With Assignees | Provides data into the team and the associated agents. |
| Team Tree | Provides the tree structure of the teams configured in CCAI Platform. For example, the US Team has two sub-teams, East and West Coast. This hierarchy is exposed with the US being the parent with 2 siblings, East and West. |
Basic call segment API metrics
The CCAI Platform portal reports and API requests are two ways to look at metrics. Due to the intricacies that exist between the different data sources, some call metrics will appear in the API that don't appear in reports.
Basic call segments: API
Billing TIme
Start - API: created_at
End - API: ended_at"
Call Time
Start - API: created_at
End - API: ended_at
IVR Time
Start - API: created_at
End - API: queued_at
Queued Time & Wait Time
Start - API: queued_at
End - API: connected_at
Handle Time
Start - API: connected_at
End - API: ended_at
Transfer
Start - API: /call.transfers[]['created_at']
End - API: /call.participants[]['connected_at']
Conference Time
API: /calls.participants[]['connected_at']
API: /calls.participants[]['ended_at']
Note: Overlap of agent participants connected & ended times
Third Party Talk Time
API: /calls.participants[]['connected_at']
API: /calls.participants[]['ended_at']
Note: Overlap of agent participants connected & ended times
Ring Time (Connecting Time)
Start - API: connecting_at
End - API: connected_at
Talk Time
API: duration - hold_duration
Hold Time
API: hold_duration
Call types, segments, and events
The following chart shows how each type of call segment is reported through a call lifecycle model. Disabled boxes indicate a situation in which the metric does not apply and won't be captured in reports.
