How to get the number of calls handled by the Agent

[remigiousmikevin]

Hi, Is there is a way to get the following information from the API

• Queued Calls
  • Number Delivered
  • Number Answered
  • Number Declined
  • Number Ignored

[Eos_Rios]

POST /api/v2/analytics/conversations/aggregates/query

https://developer.genesys.cloud/api/rest/v2/analytics/conversation_aggregate

[Becky_Powell]

Thanks Eos! Great answer.

[remigiousmikevin]

Eos_Rios. Thanks for your answer. Could you please clarify the below

nOffered = Number Delivered?
nConnected = Number Answered? Is this current sessions connected or number of connected calls in a day?
nOutboundAbandoned = Number Declined?
What is metrics for Number Ignored?

[remigiousmikevin]

Could you please clarify the below

nOffered = Number Delivered?
nConnected = Number Answered? Is this current sessions connected or number of connected calls in a day?
nOutboundAbandoned = Number Declined?
What is metrics for Number Ignored?

[Eos_Rios]

The metrics list, with definitions, is available here.

Your terminology is unfamiliar so without knowing how you're defining those terms it's hard to tell you what counts as what, but I do not you have it right.

tNotResponding would be my assumption for "Ignored" because that means an Agent did not pick up a call that was ringing to them.

nConnected = Number Answered?

No, tAnswered would be the number answered, but there is also tHandle, which includes non-acd calls, so it depends on your definition.

Is this current sessions connected or number of connected calls in a day?

That is entirely up to you when you use the aggregate query, you tell the API what time frame (interval) to frame the data in and how how you want it organized.

[remigiousmikevin]

So all i'm looking for is the count and not time . Thats the reason i'm looking at all the metrics with the prefix "n". Any metrics with prefix "t" would be represented as time.

[Eos_Rios]

Any metrics with prefix "t" would be represented as time.

You are mistaken.
The T metrics have both Durations and Quantities
The N metrics have only Quantities

{
	"metrics": [
		{
			"metric": "tHandle",
			"stats": {
				"max": 36374,
				"count": 3,
				"sum": 80565
			}
		},
		{
			"metric": "nOutboundConnected",
			"stats": {
				"count": 13
			}
		}
	]
}

Count is the quantity, sum is the duration