Agent activity logs are records created at any time the widget's state has changed. It can be from logging into the widget, getting a deltacast call notification, or accepting a call among other statuses. Each activity creates a new new object. Refer to the following model to verify which fields might contain (PII).:
[
{
"id": 0,
"agent_id": 0,
"whodunnit": {
"id": 0,
"name": "string",
"last_name": "string",
"first_name": "string",
"agent_number": "string",
"avatar_url": "string"
},
"status": {
"id": 0,
"wfm_id": 0,
"name": "string",
"color": "string"
},
"started_at": "2018-06-06T21:12:24.766Z",
"ended_at": "2018-06-06T21:12:24.766Z",
"duration": 0,
"activity": "login",
"call_id": 0,
"chat_id": 0
}
]
The following table contains a summary of every activity that can result in an an activity log being created.
| Activity | Description |
|---|---|
| chat_picked_up | Event that occurs when an agent picks up an agent |
| chat_pick_up_attempt | Event that occurs when an agent attempts to become the responding agent |
| chat_notification_offered | Event that occurs once an end user request a chat session and a notification is sent to agents assigned to that queue. |
| call_notification_offered | Event that occurs when an end user calls and a multicast or deltacast call notification is offered to the agent. |
| call_pick_up_attempt | Event that occurs when an agent attempts to pick up a multicast or deltacast call. |
| call_picked_up | Event that occurs when an agent answers a multicast or deltacast call. |
| deltacast_call_notification_offered | Event that notes that an end user has called into a queue with multicast where a deltacast call is then broadcasted to an agent in that queue. |
| deltacast_call_pick_up_attempt | Event that occurs when an agent tries to answer a deltacsted call |
| deltacast_call_picked_up | Event that occurs when an agent successfully answers a deltacasted call. |
| deltacast_call_missed | Event that occurs when an agent does not answer their deltacasted call |
| multicast_call_notification_offered | Event that notes that an end user has called into a queue with multicast where a multicast call is then broadcasted to the agents in that queue |
| multicast_call_pick_up_attempt | Event that occurs when a multicasted call has been attempted to be answered by an agent |
| multicast_call_picked_up | Event that occurs when a multicasted call has been answered by an agent |
| call_outbound_dialing | Event that occurs when an agent uses the dial pad in the widget to call an end user. |
| user_status_changed | Event that occurs when an agent changes the state their widget is in |
| login | Event that occurs when an agent logs out of the widget |
| logout | Event that occurs when an agent logs into the widget |
Agent activity logs
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| sort_column | FALSE | String | Sorts response based on any field in the response object. |
| sort_direction | FALSE | ASC or DESC | Notes the direction of the sort, whether ascending or descending |
| page | FALSE | String | Pairs with per to note what page of records. For example, if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200. |
| per | FALSE | String | Pairs with page to note how many records would be included in a page of records. For example if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200. |
| started_at[from] | FALSE | Time in UTC | creates a lower bound of the started at field. All records returned will be after the inputted value. |
| started_at[to] | FALSE | Time in UTC | creates a upper bound of the started at field. All records returned will be before the inputted value. |
| ended_at[from] | FALSE | Time in UTC | creates a lower bound of the ended at field. All records returned will be after the inputted value. |
| ended_at[to] | FALSE | Time in UTC | creates a upper bound of the ended at field. All records returned will be before the inputted value. |
| duration[from] | FALSE | Number | creates a lower bound of the duration field. All records returned will be after the inputted value. |
| duration[to] | FALSE | Number | creates a upper bound of the duration field. All records returned will be before the inputted value. |
| id[] | FALSE | Array[String] | Array[Strings]. Id of records to search and return |
| agent_id[] | FALSE | Array[String] | Filters response by agent id |
| activity[] | FALSE | Array[String] | filters records by what task/activity the agent has accomplished. The possible values are: login, logout, call_outbound_dialing, deltacast_call_notification_offered, deltacast_call_pick_up_attempt, deltacast_call_picked_up, deltacast_call_projected, deltacast_call_missed, deltacast_call_bounced, multicast_call_notification_offered, multicast_call_pick_up_attempt, multicast_call_picked_up, user_status_changed, chat_notification_offered, chat_pick_up_attempt, chat_picked_up |
| whodunnit_id[] | FALSE | Array[String] | Filters response by agent id. Whodunnit is a subset of the agent object, and uses the same agent_id as its primary key |
| call_id[] | FALSE | Array[String] | Filters records by inputted call id's |
| chat_id[] | FALSE | Array[String] | Filters records by inputted chat id's |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/agent_activity_logs
More example Requests/Responses:
Example request: Agent activity logs example
Body: None
Example response: Agent activity logs example
[
{
"id": 190578,
"agent_id": 118,
"status": {
"id": -10,
"name": "Offline",
"color": "grey",
"wfm_id": 36
},
"started_at": "2017-12-22T00:54:18.000Z",
"ended_at": null,
"duration": 0,
"call_id": null,
"chat_id": null,
"activity": "logout",
"whodunnit": null
},
{
"id": 199548,
"agent_id": 118,
"status": {
"id": -10,
"name": "Offline",
"color": "grey",
"wfm_id": 36
},
"started_at": "2018-01-09T22:54:26.000Z",
"ended_at": null,
"duration": 0,
"call_id": null,
"chat_id": null,
"activity": "logout",
"whodunnit": null
},
{
"id": 190577,
"agent_id": 118,
"status": {
"id": -10,
"name": "Offline",
"color": "grey",
"wfm_id": 36
},
"started_at": "2017-12-22T00:54:18.000Z",
"ended_at": "2018-01-08T22:54:22.000Z",
"duration": 1548004,
"call_id": null,
"chat_id": null,
"activity": "user_status_changed",
"whodunnit": null
},
{
"id": 199547,
"agent_id": 118,
"status": {
"id": -10,
"name": "Offline",
"color": "grey",
"wfm_id": 36
},
"started_at": "2018-01-09T22:54:26.000Z",
"ended_at": null,
"duration": 0,
"call_id": null,
"chat_id": null,
"activity": "user_status_changed",
"whodunnit": null
},
{
"id": 190270,
"agent_id": 118,
"status": {
"id": -1,
"name": "Unavailable",
"color": "red",
"wfm_id": 12
},
"started_at": "2017-12-21T21:34:14.000Z",
"ended_at": "2017-12-22T00:54:18.000Z",
"duration": 12004,
"call_id": null,
"chat_id": null,
"activity": "user_status_changed",
"whodunnit": null
},
{
"id": 198036,
"agent_id": 118,
"status": {
"id": -1,
"name": "Unavailable",
"color": "red",
"wfm_id": 12
},
"started_at": "2018-01-08T22:54:22.000Z",
"ended_at": "2018-01-09T22:54:26.000Z",
"duration": 86404,
"call_id": null,
"chat_id": null,
"activity": "user_status_changed",
"whodunnit": null
},
{
"id": 22249,
"agent_id": 129,
"status": {
"id": -10,
"name": "Offline",
"color": "grey",
"wfm_id": 36
},
"started_at": "2017-06-19T18:34:39.000Z",
"ended_at": null,
"duration": 0,
"call_id": null,
"chat_id": null,
"activity": "login",
"whodunnit": null
}
]
Status Code: 200