Voice Management Guide

The Voice Management user guide

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Communication details API

1 - General information

The API communication details allows you to retrieve data on communications that have been assigned to an operator
This API is therefore ideal for calculating performance indicators for operators and/or groups (ACD, AHT, transfer rate, etc.)

2 – Constraints & Swagger

This API is based on the REST constraints. The data is provided in JSON format.
You must obtain your login data from your Axialys representative.

3 - General information

3.1 – Retrieving transfer data

URL /voice-management/operator_communications
Method(s)
GET

The following parameters are possible:

Setting Example Format Description
limit
200
Integer
Pagination: Limit on the desired number of results per page (if 0, no pagination)
page
1
Integer
Pagination: Desired page number
date_start
2023-01-26
Date (yyyy-mm-dd)
Start date (inclusive) of the desired range in Date format (yyyy-mm-dd)
date_end
2023-02-18
Date (yyyy-mm-dd)
End date (inclusive) of the desired range in Date format (yyyy-mm-dd)
group_id
2143
Integer
Filters the results to only return call data from this group
operator_id
5395
Integer
Filters the results to only return call data for this operator
order_by
date.desc
String
Sorting possible results: date_asc, date_desc
status
ANSWER
text
Parameter to return only answered calls. Only the "ANSWER" parameter is functional; do not use this parameter to see all communications, including unanswered communications.

Data returned

In the returned data, the “data” block will contain all the desired data, including the pagination information:

Property name Example Format Description
limit: 1000 Integer Limit on the maximum number of transfers returned per page (default: 100)
page: 1 Integer Pagination: number of the current page of data
pages: 11 Integer Pagination: total number of pages of data
elements: 10372 Integer Total number of communication details corresponding to the selected filters

As well as an array of “communications_details_operator” objects that correspond to the communication data requested with the following properties:

Property name Example Format Description
id 4415905 string technical communication ID
id_appel 423426662 string call ID
date “2022-08-01T08:35:28”, Date /time (yyyy-MM-dd’T’HH:mm:ss) Date Hour Minutes Seconds for the time the communication reached the operator
service_num 33934146932 string Service number
operator.id 254987 Integer Operator ID
operator.name “Durant” string Operator name
operator.email “[email protected]” string Operator email address
group.id 98456 Integer group ID
group.name “SAV Axialys” string Group name
waiting_duration 24 Integer Wait time in the queue in seconds
communication_duration 587 Integer Duration of the conversation between the operator and the customer in seconds (also includes the wait time, where applicable)
on_hold_duration 18 Integer Time put on hold by an operator during the conversation in seconds
ringing_duration 2 Integer Ring time in seconds
catchup_duration 15 Integer Catch-up time in seconds
post_call_duration 71 Integer Post-call break time in seconds
transfer_id 4564 string transfer ID if call transferred
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