Is there a way to get the call history of a few specific agents?

[sebSteve]

Basically I want to know how many calls each of them are taking, missing etc but can't find a way to do it without setting up an integration for each of their accounts and using call history. Any ideas of how to achieve this?

[Thomas G. Johannesen · Accepted solution]

Hey

You should be able to do that with the Agent Statistic API

Get Agent Statistics | Webex Contact Center for Developers (webex-cx.com)

The AgentIds is a list of agentIds

Comma-separated list of agent IDs. A maximum of 100 values is permitted. If values are not provided, all agents of an organization are returned.

Return:

{
  "meta": {
    "orgId": "3dae8fdd-06e2-411a-9035-51f3719f5b65"
  },
  "data": [
    {
      "intervalStartTime": 1591702200000,
      "agentId": "06ce7234-dd3e-49e2-8763-d93766739d",
      "agentName": "Daniel Garrett",
      "teamId": "fbf80248-b328-4c37-9ea5-4c2ec8b4d52c",
      "teamName": "Collaboration",
      "channels": [
        {
          "channelType": "chat",
          "totalAssignedTasks": 3,
          "totalOfferedTasks": 3,
          "totalAcceptedTasks": 3,
          "totalRejectedTasks": 3,
          "totalTransferredTasks": 2,
          "totalEngagedDuration": 40302,
          "totalHoldDuration": 10198,
          "totalWrapUpDuration": 3552,
          "totalAvailableTime": 234947,
          "totalUnAvailableTime": 22300,
          "averageHandledTime": 22300
        }
      ]
    }
  ]
}