About Agent Session Report

Last updated: 2020-05-28 Contributors Craig ChanJohn Wang
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The Agent Session Report provides an overview of agent activity for each agent logged in during the date range selected. Data is accurate up to the second the report is run, but this report only provides access to the last 90 days worth of data.

Primary Parameters

It takes a JSON request body with the following notable parameters. See the example below for more.

API Property Description
reportType  set to CASPER_REPORT.
reportTypeName  set to Agent_Session_Report_Raw.
reportCriteria.startTimestamp use ANSI SQL 92TIMESTAMP format such as: 2020-04-22 00:00:00.0000.
reportCriteria.endTimestamp use ANSI SQL 92TIMESTAMP format such as: 2020-04-22 00:00:00.0000.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

POST {BASE_URL}/api/v1/admin/accounts/{accountId}/reportsStreaming
Authorization: bearer <myAccessToken>
Content-Type: application/json;charset=UTF-8

{
  "reportId":null,
  "destination":null,
  "delimiter":"COMMA",
  "reportType":"CASPER_REPORT",
  "cciReport":true,
  "reportTypeName":"Agent_Session_Report_Raw",
  "reportCriteria":{
    "rollupAgent":"",
    "agentTeams":[

    ],
    "secureAgentGroupIds":"",
    "agentGroupIds":[

    ],
    "secureAgentIds":"",
    "agentIds":[

    ],

    "timezoneName":"US/Arizona",
    "criteriaType":"CASPER_CRITERIA",
    "reportName":"Agent_Session_Report_Raw",
    "schedule":{
      "repeatOption":"ONCE"
    },
    "accountIds":[

    ]
  }
}

Response

The Agent Session Report Raw endpoint returns data in a CSV format like the following.

Agent ID,Last Name,First Name,Username,Phone,Login DTS,Logout DTS,Dial Group,Presented,Accepted,Manual No Connect,RNA,Disp Xfers,%Calls Xfered,Talk Time (min),Avg Talk Time (min),Login Time (min),Login Utilization,Off Hook Time (min),Rounded OH Time (min),Off Hook Utilization,Off Hook to Login %,Work Time (min),Break Time (min),Away Time (min),Lunch Time (min),Training Time (min),Pending Disp Time (min),Avg Pending Disp Time,External Agent ID,Calls Placed On Hold,Time On Hold (min),Ring Time (min),EngagedTime (min),RNA Time (min),Available Time (min),Team,Login Session ID,Monitoring Sessions
1111111,Smiths,John,john.smith@gmail.,6505550100,4/27/20 12:02 PM,4/27/20 12:47 PM,,0,0,0,0,0,0.00%,0.00,0.00,45.45,0.00%,0.00,0.00,0.00%,0.00%,0.00,0.00,0.00,0.00,0.00,0.00,0.00,,0,0.00,0.00,0.00,0.00,0.00,[No Team Name],111222333,0