openapi: 3.2.0 info: title: 8x8 Agents API x-refined-note: - x-logo differs across the merged source definitions and was not carried version: '1.0' description: 'Operations tagged Agents across 2 of this provider''s published API definitions: 8x8-analytics-8x8-analytics-for-contact-center-real-time-metrics-api.json, 8x8-analytics-work-analytics-customer-data.json. Each path carries the servers of the definition it was published in.' servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics - url: https://api.8x8.com/analytics/work/ tags: - name: Agents description: This API retrieves realtime metrics related to agents for a given queue or group. paths: /queues/{queueId}/agents: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Agent Statistics by Queue description: This method retrieves real-time metrics for a list of agents in a select queue. By default, all agents from the given queue will be returned. The response can be further filtered and is paginated. operationId: cc-real-time-get-agents-metrics-by-queue parameters: - name: agent-ids in: query description: The optional set of agent identifiers. Only metrics for selected agents is returned. required: false allowEmptyValue: false explode: true schema: type: array items: type: string example: - ag0001 - ag0002 - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - accepted.int-15m.inQueue - accepted.int-30m.inQueue - accepted.today.inQueue - alerting.rt - availableTime.int-15m - availableTime.int-30m - availableTime.today - availableTimePercentage.int-15m - availableTimePercentage.int-30m - availableTimePercentage.today - averageHandlingTime.int-15m.inQueue - averageHandlingTime.int-30m.inQueue - averageHandlingTime.today.inQueue - averageOfferingTime.int-15m.inQueue - averageOfferingTime.int-30m.inQueue - averageOfferingTime.today.inQueue - averageWrapUpTime.int-15m.inQueue - averageWrapUpTime.int-30m.inQueue - averageWrapUpTime.today.inQueue - blindTransfers.int-15m.inQueue - blindTransfers.int-30m.inQueue - blindTransfers.today.inQueue - busyTime.int-15m - busyTime.int-30m - busyTime.today - busyTimePercentage.int-15m - busyTimePercentage.int-30m - busyTimePercentage.today - conferenceTime.int-15m.inQueue - conferenceTime.int-30m.inQueue - conferenceTime.today.inQueue - conferences.int-15m.inQueue - conferences.int-30m.inQueue - conferences.today.inQueue - consultations.int-15m.inQueue - consultations.int-30m.inQueue - consultations.today.inQueue - directInboundTime.int-15m - directInboundTime.int-30m - directInboundTime.today - directInbounds.int-15m - directInbounds.int-30m - directInbounds.today - directOutboundTime.int-15m - directOutboundTime.int-30m - directOutboundTime.today - directOutbounds.int-15m - directOutbounds.int-30m - directOutbounds.today - handlingTime.int-15m - handlingTime.int-30m - handlingTime.today - handlingTimePercentage.int-15m - handlingTimePercentage.int-30m - handlingTimePercentage.today - hold.int-15m.inQueue - hold.int-30m.inQueue - hold.today.inQueue - internalCalls.int-15m - internalCalls.int-30m - internalCalls.today - internalCallsInitiated.int-15m - internalCallsInitiated.int-30m - internalCallsInitiated.today - internalCallsReceived.int-15m - internalCallsReceived.int-30m - internalCallsReceived.today - internalCallsTime.int-15m - internalCallsTime.int-30m - internalCallsTime.today - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.int-15m - loggedInTime.int-30m - loggedInTime.rt - loggedInTime.today - longestHold.int-15m.inQueue - longestHold.int-30m.inQueue - longestHold.today.inQueue - longestOffering.int-15m.inQueue - longestOffering.int-30m.inQueue - longestOffering.today.inQueue - offered.int-15m.inQueue - offered.int-30m.inQueue - offered.today.inQueue - offeringTime.int-15m - offeringTime.int-30m - offeringTime.today - onBreakTime.int-15m - onBreakTime.int-30m - onBreakTime.today - onBreakTimePercentage.int-15m - onBreakTimePercentage.int-30m - onBreakTimePercentage.today - onHoldTime.int-15m.inQueue - onHoldTime.int-30m.inQueue - onHoldTime.today.inQueue - rejectTimeout.int-15m.inQueue - rejectTimeout.int-30m.inQueue - rejectTimeout.today.inQueue - rejected.int-15m.inQueue - rejected.int-30m.inQueue - rejected.today.inQueue - status.rt - statusCode.rt - timeOnStatus.rt - transfersReceived.int-15m.inQueue - transfersReceived.int-30m.inQueue - transfersReceived.today.inQueue - warmTransfers.int-15m.inQueue - warmTransfers.int-30m.inQueue - warmTransfers.today.inQueue - workingOfflineTime.int-15m - workingOfflineTime.int-30m - workingOfflineTime.today - workingOfflineTimePercentage.int-15m - workingOfflineTimePercentage.int-30m - workingOfflineTimePercentage.today - wrapUpTime.int-15m - wrapUpTime.int-30m - wrapUpTime.today - wrapUpTimePercentage.int-15m - wrapUpTimePercentage.int-30m - wrapUpTimePercentage.today - name: page in: query description: The page number required: false schema: type: integer format: int32 default: 0 - name: queueId in: path description: Returns specific queue agents IDs required: true schema: type: string example: '118' - name: size in: query description: The number of individual elements to be returned per page. required: false schema: type: integer format: int32 default: 10 - name: summary in: query description: This parameter returns the agent summary (id, name) for a specific queue. If this parameter is set to TRUE, agent-ids and metric parameters are ignored. required: false allowEmptyValue: false schema: type: boolean - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only) required: false schema: type: string example: Europe/Helsinki - name: includeTotals in: query description: Add totals for time, percentage, average and count metric. required: false allowEmptyValue: false schema: type: boolean responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleQueueResponseXML' application/json: schema: $ref: '#/components/schemas/SingleQueueResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false /queues/{queueId}/agents/{agentId}: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Individual Agent Statistics by Queue description: This method retrieves real-time metrics for a specific agent in a queue. The agent ID, agent name and a list of metric objects. A metric object contains a `key` field with a label (description) of the metric and a `value`. The response is paginated. operationId: cc-real-time-get-agent-metrics-by-queue-by-id parameters: - name: agentId in: path description: This parameter returns metrics for a specific agent. The requested agent must belong to the queue specified by the queueId parameter. required: true schema: type: string example: ag0003 - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - accepted.int-15m.inQueue - accepted.int-30m.inQueue - accepted.today.inQueue - alerting.rt - availableTime.int-15m - availableTime.int-30m - availableTime.today - availableTimePercentage.int-15m - availableTimePercentage.int-30m - availableTimePercentage.today - averageHandlingTime.int-15m.inQueue - averageHandlingTime.int-30m.inQueue - averageHandlingTime.today.inQueue - averageOfferingTime.int-15m.inQueue - averageOfferingTime.int-30m.inQueue - averageOfferingTime.today.inQueue - averageWrapUpTime.int-15m.inQueue - averageWrapUpTime.int-30m.inQueue - averageWrapUpTime.today.inQueue - blindTransfers.int-15m.inQueue - blindTransfers.int-30m.inQueue - blindTransfers.today.inQueue - busyTime.int-15m - busyTime.int-30m - busyTime.today - busyTimePercentage.int-15m - busyTimePercentage.int-30m - busyTimePercentage.today - conferenceTime.int-15m.inQueue - conferenceTime.int-30m.inQueue - conferenceTime.today.inQueue - conferences.int-15m.inQueue - conferences.int-30m.inQueue - conferences.today.inQueue - consultations.int-15m.inQueue - consultations.int-30m.inQueue - consultations.today.inQueue - directInboundTime.int-15m - directInboundTime.int-30m - directInboundTime.today - directInbounds.int-15m - directInbounds.int-30m - directInbounds.today - directOutboundTime.int-15m - directOutboundTime.int-30m - directOutboundTime.today - directOutbounds.int-15m - directOutbounds.int-30m - directOutbounds.today - handlingTime.int-15m - handlingTime.int-30m - handlingTime.today - handlingTimePercentage.int-15m - handlingTimePercentage.int-30m - handlingTimePercentage.today - hold.int-15m.inQueue - hold.int-30m.inQueue - hold.today.inQueue - internalCalls.int-15m - internalCalls.int-30m - internalCalls.today - internalCallsInitiated.int-15m - internalCallsInitiated.int-30m - internalCallsInitiated.today - internalCallsReceived.int-15m - internalCallsReceived.int-30m - internalCallsReceived.today - internalCallsTime.int-15m - internalCallsTime.int-30m - internalCallsTime.today - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.int-15m - loggedInTime.int-30m - loggedInTime.rt - loggedInTime.today - longestHold.int-15m.inQueue - longestHold.int-30m.inQueue - longestHold.today.inQueue - longestOffering.int-15m.inQueue - longestOffering.int-30m.inQueue - longestOffering.today.inQueue - offered.int-15m.inQueue - offered.int-30m.inQueue - offered.today.inQueue - offeringTime.int-15m - offeringTime.int-30m - offeringTime.today - onBreakTime.int-15m - onBreakTime.int-30m - onBreakTime.today - onBreakTimePercentage.int-15m - onBreakTimePercentage.int-30m - onBreakTimePercentage.today - onHoldTime.int-15m.inQueue - onHoldTime.int-30m.inQueue - onHoldTime.today.inQueue - rejectTimeout.int-15m.inQueue - rejectTimeout.int-30m.inQueue - rejectTimeout.today.inQueue - rejected.int-15m.inQueue - rejected.int-30m.inQueue - rejected.today.inQueue - status.rt - statusCode.rt - timeOnStatus.rt - transfersReceived.int-15m.inQueue - transfersReceived.int-30m.inQueue - transfersReceived.today.inQueue - warmTransfers.int-15m.inQueue - warmTransfers.int-30m.inQueue - warmTransfers.today.inQueue - workingOfflineTime.int-15m - workingOfflineTime.int-30m - workingOfflineTime.today - workingOfflineTimePercentage.int-15m - workingOfflineTimePercentage.int-30m - workingOfflineTimePercentage.today - wrapUpTime.int-15m - wrapUpTime.int-30m - wrapUpTime.today - wrapUpTimePercentage.int-15m - wrapUpTimePercentage.int-30m - wrapUpTimePercentage.today - name: queueId in: path description: This parameter returns specific queue agent information. required: true schema: type: string example: '118' - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only). required: false schema: type: string example: Europe/Helsinki responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleQueueResponseXML' application/json: schema: $ref: '#/components/schemas/SingleQueueResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false /groups/{groupId}/agents: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Agent Statistics by Group description: This method retrieves real-time metrics for a list of agents in a selected group. By default, all agents from the given group will be returned. The response can be further filtered and is paginated. operationId: cc-real-time-get-agents-metrics-by-group parameters: - name: groupId in: path required: true schema: type: string - name: agent-ids in: query required: false schema: uniqueItems: true type: array items: type: string - name: summary in: query required: false description: Returns a summary (id, name) of agents for a specific group. If this parameter is set as TRUE, agent-ids and metrics parameters will be ignored. schema: type: boolean - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - alerting.rt - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.rt - status.rt - statusCode.rt - timeOnStatus.rt - accepted.today - availableTime.today - availableTimePercentage.today - averageHandlingTime.today - averageOfferingTime.today - averageWrapUpTime.today - blindTransfers.today - busyTime.today - busyTimePercentage.today - conferenceTime.today - conferences.today - consultations.today - directInboundTime.today - directInbounds.today - directOutboundTime.today - directOutbounds.today - handlingTime.today - handlingTimePercentage.today - hold.today - internalCalls.today - internalCallsInitiated.today - internalCallsReceived.today - internalCallsTime.today - loggedInTime.today - longestHold.today - longestOffering.today - offered.today - offeringTime.today - onBreakTime.today - onBreakTimePercentage.today - onHoldTime.today - rejectTimeout.today - rejected.today - transfersReceived.today - warmTransfers.today - workingOfflineTime.today - workingOfflineTimePercentage.today - wrapUpTime.today - wrapUpTimePercentage.today - accepted.int-15m - availableTime.int-15m - availableTimePercentage.int-15m - averageHandlingTime.int-15m - averageOfferingTime.int-15m - averageWrapUpTime.int-15m - blindTransfers.int-15m - busyTime.int-15m - busyTimePercentage.int-15m - conferenceTime.int-15m - conferences.int-15m - consultations.int-15m - directInboundTime.int-15m - directInbounds.int-15m - directOutboundTime.int-15m - directOutbounds.int-15m - handlingTime.int-15m - handlingTimePercentage.int-15m - hold.int-15m - internalCalls.int-15m - internalCallsInitiated.int-15m - internalCallsReceived.int-15m - internalCallsTime.int-15m - loggedInTime.int-15m - longestHold.int-15m - longestOffering.int-15m - offered.int-15m - offeringTime.int-15m - onBreakTime.int-15m - onBreakTimePercentage.int-15m - onHoldTime.int-15m - rejectTimeout.int-15m - rejected.int-15m - transfersReceived.int-15m - warmTransfers.int-15m - workingOfflineTime.int-15m - workingOfflineTimePercentage.int-15m - wrapUpTime.int-15m - wrapUpTimePercentage.int-15m - accepted.int-30m - availableTime.int-30m - availableTimePercentage.int-30m - averageHandlingTime.int-30m - averageOfferingTime.int-30m - averageWrapUpTime.int-30m - blindTransfers.int-30m - busyTime.int-30m - busyTimePercentage.int-30m - conferenceTime.int-30m - conferences.int-30m - consultations.int-30m - directInboundTime.int-30m - directInbounds.int-30m - directOutboundTime.int-30m - directOutbounds.int-30m - handlingTime.int-30m - handlingTimePercentage.int-30m - hold.int-30m - internalCalls.int-30m - internalCallsInitiated.int-30m - internalCallsReceived.int-30m - internalCallsTime.int-30m - loggedInTime.int-30m - longestHold.int-30m - longestOffering.int-30m - offered.int-30m - offeringTime.int-30m - onBreakTime.int-30m - onBreakTimePercentage.int-30m - onHoldTime.int-30m - rejectTimeout.int-30m - rejected.int-30m - transfersReceived.int-30m - warmTransfers.int-30m - workingOfflineTime.int-30m - workingOfflineTimePercentage.int-30m - wrapUpTime.int-30m - wrapUpTimePercentage.int-30m - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only) required: false schema: type: string example: Europe/Helsinki - name: page in: query required: false schema: minimum: 0 type: integer format: int32 default: 0 - name: size in: query required: false schema: maximum: 1000 minimum: 1 type: integer format: int32 default: 100 - name: includeTotals in: query description: Add totals for time, percentage, average and count metric. required: false allowEmptyValue: false schema: type: boolean responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleGroupResponseXML' application/json: schema: $ref: '#/components/schemas/SingleGroupResponse' /groups/{groupId}/agents/{agentId}: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Individual Agent Statistics by Group description: This method retrieves real-time metrics for a specific agent in a group. The agent ID, agent name and a list of metric objects. A metric object contains a `key` field with a label (description) of the metric and a `value`. The response is paginated. operationId: cc-real-time-get-agent-metrics-by-group-by-id parameters: - name: groupId in: path required: true schema: type: string - name: agentId in: path required: true schema: type: string - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - alerting.rt - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.rt - status.rt - statusCode.rt - timeOnStatus.rt - accepted.today - availableTime.today - availableTimePercentage.today - averageHandlingTime.today - averageOfferingTime.today - averageWrapUpTime.today - blindTransfers.today - busyTime.today - busyTimePercentage.today - conferenceTime.today - conferences.today - consultations.today - directInboundTime.today - directInbounds.today - directOutboundTime.today - directOutbounds.today - handlingTime.today - handlingTimePercentage.today - hold.today - internalCalls.today - internalCallsInitiated.today - internalCallsReceived.today - internalCallsTime.today - loggedInTime.today - longestHold.today - longestOffering.today - offered.today - offeringTime.today - onBreakTime.today - onBreakTimePercentage.today - onHoldTime.today - rejectTimeout.today - rejected.today - transfersReceived.today - warmTransfers.today - workingOfflineTime.today - workingOfflineTimePercentage.today - wrapUpTime.today - wrapUpTimePercentage.today - accepted.int-15m - availableTime.int-15m - availableTimePercentage.int-15m - averageHandlingTime.int-15m - averageOfferingTime.int-15m - averageWrapUpTime.int-15m - blindTransfers.int-15m - busyTime.int-15m - busyTimePercentage.int-15m - conferenceTime.int-15m - conferences.int-15m - consultations.int-15m - directInboundTime.int-15m - directInbounds.int-15m - directOutboundTime.int-15m - directOutbounds.int-15m - handlingTime.int-15m - handlingTimePercentage.int-15m - hold.int-15m - internalCalls.int-15m - internalCallsInitiated.int-15m - internalCallsReceived.int-15m - internalCallsTime.int-15m - loggedInTime.int-15m - longestHold.int-15m - longestOffering.int-15m - offered.int-15m - offeringTime.int-15m - onBreakTime.int-15m - onBreakTimePercentage.int-15m - onHoldTime.int-15m - rejectTimeout.int-15m - rejected.int-15m - transfersReceived.int-15m - warmTransfers.int-15m - workingOfflineTime.int-15m - workingOfflineTimePercentage.int-15m - wrapUpTime.int-15m - wrapUpTimePercentage.int-15m - accepted.int-30m - availableTime.int-30m - availableTimePercentage.int-30m - averageHandlingTime.int-30m - averageOfferingTime.int-30m - averageWrapUpTime.int-30m - blindTransfers.int-30m - busyTime.int-30m - busyTimePercentage.int-30m - conferenceTime.int-30m - conferences.int-30m - consultations.int-30m - directInboundTime.int-30m - directInbounds.int-30m - directOutboundTime.int-30m - directOutbounds.int-30m - handlingTime.int-30m - handlingTimePercentage.int-30m - hold.int-30m - internalCalls.int-30m - internalCallsInitiated.int-30m - internalCallsReceived.int-30m - internalCallsTime.int-30m - loggedInTime.int-30m - longestHold.int-30m - longestOffering.int-30m - offered.int-30m - offeringTime.int-30m - onBreakTime.int-30m - onBreakTimePercentage.int-30m - onHoldTime.int-30m - rejectTimeout.int-30m - rejected.int-30m - transfersReceived.int-30m - warmTransfers.int-30m - workingOfflineTime.int-30m - workingOfflineTimePercentage.int-30m - wrapUpTime.int-30m - wrapUpTimePercentage.int-30m - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only) required: false schema: type: string example: Europe/Helsinki responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleGroupResponseXML' application/json: schema: $ref: '#/components/schemas/SingleGroupResponse' /agents-in-queue-groups: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Retrieve realtime metrics for all agents in multiple queues. description: Retrieve realtime metrics for all agents in multiple queues. operationId: getagentsinqueue parameters: - name: queue-ids in: query description: The optional set of queue identifiers. You only receive returned metrics for identified queues. required: false allowEmptyValue: false explode: true schema: type: array items: type: string - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - accepted.int-15m.inQueue - accepted.int-30m.inQueue - accepted.today.inQueue - alerting.rt - availableTime.int-15m - availableTime.int-30m - availableTime.today - availableTimePercentage.int-15m - availableTimePercentage.int-30m - availableTimePercentage.today - averageHandlingTime.int-15m.inQueue - averageHandlingTime.int-30m.inQueue - averageHandlingTime.today.inQueue - averageOfferingTime.int-15m.inQueue - averageOfferingTime.int-30m.inQueue - averageOfferingTime.today.inQueue - averageWrapUpTime.int-15m.inQueue - averageWrapUpTime.int-30m.inQueue - averageWrapUpTime.today.inQueue - blindTransfers.int-15m.inQueue - blindTransfers.int-30m.inQueue - blindTransfers.today.inQueue - busyTime.int-15m - busyTime.int-30m - busyTime.today - busyTimePercentage.int-15m - busyTimePercentage.int-30m - busyTimePercentage.today - conferenceTime.int-15m.inQueue - conferenceTime.int-30m.inQueue - conferenceTime.today.inQueue - conferences.int-15m.inQueue - conferences.int-30m.inQueue - conferences.today.inQueue - consultations.int-15m.inQueue - consultations.int-30m.inQueue - consultations.today.inQueue - directInboundTime.int-15m - directInboundTime.int-30m - directInboundTime.today - directInbounds.int-15m - directInbounds.int-30m - directInbounds.today - directOutboundTime.int-15m - directOutboundTime.int-30m - directOutboundTime.today - directOutbounds.int-15m - directOutbounds.int-30m - directOutbounds.today - handlingTime.int-15m - handlingTime.int-30m - handlingTime.today - handlingTimePercentage.int-15m - handlingTimePercentage.int-30m - handlingTimePercentage.today - hold.int-15m.inQueue - hold.int-30m.inQueue - hold.today.inQueue - internalCalls.int-15m - internalCalls.int-30m - internalCalls.today - internalCallsInitiated.int-15m - internalCallsInitiated.int-30m - internalCallsInitiated.today - internalCallsReceived.int-15m - internalCallsReceived.int-30m - internalCallsReceived.today - internalCallsTime.int-15m - internalCallsTime.int-30m - internalCallsTime.today - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.int-15m - loggedInTime.int-30m - loggedInTime.rt - loggedInTime.today - longestHold.int-15m.inQueue - longestHold.int-30m.inQueue - longestHold.today.inQueue - longestOffering.int-15m.inQueue - longestOffering.int-30m.inQueue - longestOffering.today.inQueue - offered.int-15m.inQueue - offered.int-30m.inQueue - offered.today.inQueue - offeringTime.int-15m - offeringTime.int-30m - offeringTime.today - onBreakTime.int-15m - onBreakTime.int-30m - onBreakTime.today - onBreakTimePercentage.int-15m - onBreakTimePercentage.int-30m - onBreakTimePercentage.today - onHoldTime.int-15m.inQueue - onHoldTime.int-30m.inQueue - onHoldTime.today.inQueue - rejectTimeout.int-15m.inQueue - rejectTimeout.int-30m.inQueue - rejectTimeout.today.inQueue - rejected.int-15m.inQueue - rejected.int-30m.inQueue - rejected.today.inQueue - status.rt - statusCode.rt - timeOnStatus.rt - transfersReceived.int-15m.inQueue - transfersReceived.int-30m.inQueue - transfersReceived.today.inQueue - warmTransfers.int-15m.inQueue - warmTransfers.int-30m.inQueue - warmTransfers.today.inQueue - workingOfflineTime.int-15m - workingOfflineTime.int-30m - workingOfflineTime.today - workingOfflineTimePercentage.int-15m - workingOfflineTimePercentage.int-30m - workingOfflineTimePercentage.today - wrapUpTime.int-15m - wrapUpTime.int-30m - wrapUpTime.today - wrapUpTimePercentage.int-15m - wrapUpTimePercentage.int-30m - wrapUpTimePercentage.today - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only) required: false schema: type: string example: Europe/Helsinki - name: showEnabledAgents in: query description: When true, the response also includes agents assigned to the selected queues that are currently logged in (any status except `LoggedOut`), even if they have no current queue activity. These agents appear only in the top-level `agents` array with their full metrics; `queues[].agentMetrics` is not affected. Defaults to false. required: false allowEmptyValue: false schema: type: boolean default: false responses: '200': description: Success/OK content: application/json: schema: $ref: '#/components/schemas/AgentsInQueueGroupsResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false /agents: servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics get: security: - bearerAuth: [] tags: - Agents summary: Retrieve all agents with all specified metrics within a tenant. description: Retrieve all agents with all specified metrics within a tenant. operationId: all-tenant-agents-metrics parameters: - name: agent-ids in: query description: Optional set of agent identifiers. Only metrics for these agents will be returned. required: false allowEmptyValue: false explode: true schema: type: array items: type: string - name: group-ids in: query description: Optional set of group identifiers. Only metrics for these groups will be returned. required: false allowEmptyValue: false explode: true schema: type: array items: type: string - name: summary in: query description: Returns a summary (id, name, group id, group name) of all agents. If this parameter is set as TRUE, agent-ids, group-ids and metrics parameters will be ignored. required: false allowEmptyValue: false schema: type: boolean - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - accepted.int-15m.inQueue - accepted.int-30m.inQueue - accepted.today.inQueue - alerting.rt - availableTime.int-15m - availableTime.int-30m - availableTime.today - availableTimePercentage.int-15m - availableTimePercentage.int-30m - availableTimePercentage.today - averageHandlingTime.int-15m.inQueue - averageHandlingTime.int-30m.inQueue - averageHandlingTime.today.inQueue - averageOfferingTime.int-15m.inQueue - averageOfferingTime.int-30m.inQueue - averageOfferingTime.today.inQueue - averageWrapUpTime.int-15m.inQueue - averageWrapUpTime.int-30m.inQueue - averageWrapUpTime.today.inQueue - blindTransfers.int-15m.inQueue - blindTransfers.int-30m.inQueue - blindTransfers.today.inQueue - busyTime.int-15m - busyTime.int-30m - busyTime.today - busyTimePercentage.int-15m - busyTimePercentage.int-30m - busyTimePercentage.today - conferenceTime.int-15m.inQueue - conferenceTime.int-30m.inQueue - conferenceTime.today.inQueue - conferences.int-15m.inQueue - conferences.int-30m.inQueue - conferences.today.inQueue - consultations.int-15m.inQueue - consultations.int-30m.inQueue - consultations.today.inQueue - directInboundTime.int-15m - directInboundTime.int-30m - directInboundTime.today - directInbounds.int-15m - directInbounds.int-30m - directInbounds.today - directOutboundTime.int-15m - directOutboundTime.int-30m - directOutboundTime.today - directOutbounds.int-15m - directOutbounds.int-30m - directOutbounds.today - handlingTime.int-15m - handlingTime.int-30m - handlingTime.today - handlingTimePercentage.int-15m - handlingTimePercentage.int-30m - handlingTimePercentage.today - hold.int-15m.inQueue - hold.int-30m.inQueue - hold.today.inQueue - internalCalls.int-15m - internalCalls.int-30m - internalCalls.today - internalCallsInitiated.int-15m - internalCallsInitiated.int-30m - internalCallsInitiated.today - internalCallsReceived.int-15m - internalCallsReceived.int-30m - internalCallsReceived.today - internalCallsTime.int-15m - internalCallsTime.int-30m - internalCallsTime.today - lastLogin.rt - lastLogout.rt - line1Status.rt - line1TimeOnStatus.rt - line2Status.rt - line2TimeOnStatus.rt - loggedInTime.int-15m - loggedInTime.int-30m - loggedInTime.rt - loggedInTime.today - longestHold.int-15m.inQueue - longestHold.int-30m.inQueue - longestHold.today.inQueue - longestOffering.int-15m.inQueue - longestOffering.int-30m.inQueue - longestOffering.today.inQueue - offered.int-15m.inQueue - offered.int-30m.inQueue - offered.today.inQueue - offeringTime.int-15m - offeringTime.int-30m - offeringTime.today - onBreakTime.int-15m - onBreakTime.int-30m - onBreakTime.today - onBreakTimePercentage.int-15m - onBreakTimePercentage.int-30m - onBreakTimePercentage.today - onHoldTime.int-15m.inQueue - onHoldTime.int-30m.inQueue - onHoldTime.today.inQueue - rejectTimeout.int-15m.inQueue - rejectTimeout.int-30m.inQueue - rejectTimeout.today.inQueue - rejected.int-15m.inQueue - rejected.int-30m.inQueue - rejected.today.inQueue - status.rt - statusCode.rt - timeOnStatus.rt - transfersReceived.int-15m.inQueue - transfersReceived.int-30m.inQueue - transfersReceived.today.inQueue - warmTransfers.int-15m.inQueue - warmTransfers.int-30m.inQueue - warmTransfers.today.inQueue - workingOfflineTime.int-15m - workingOfflineTime.int-30m - workingOfflineTime.today - workingOfflineTimePercentage.int-15m - workingOfflineTimePercentage.int-30m - workingOfflineTimePercentage.today - wrapUpTime.int-15m - wrapUpTime.int-30m - wrapUpTime.today - wrapUpTimePercentage.int-15m - wrapUpTimePercentage.int-30m - wrapUpTimePercentage.today - name: timezone in: query description: The specific timezone (applicable for TODAY metrics only) required: false schema: type: string example: Europe/Helsinki - name: page in: query required: false schema: minimum: 0 type: integer format: int32 default: 0 - name: size in: query required: false schema: maximum: 1000 minimum: 1 type: integer format: int32 default: 100 - name: includeTotals in: query description: Add totals for time, percentage, average and count metric. required: false allowEmptyValue: false schema: type: boolean responses: '200': description: Success/OK content: application/json: schema: $ref: '#/components/schemas/AgentsResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false /v2/pbxes/{pbxId}/agents: servers: - url: https://api.8x8.com/analytics/work/ get: description: Returns the list of agents for the given pbx. tags: - Agents summary: Returns the list of agents for the given pbx. operationId: get-pbx-agents parameters: - name: pbxId in: path description: The ID for the specified pbx. required: true schema: type: string example: 1UQHOVgWTYCCY6OOk48QAW - $ref: '#/components/parameters/page' - $ref: '#/components/parameters/size' - $ref: '#/components/parameters/sort' responses: '200': description: Returns the list of agents under a pbx. content: application/json: schema: $ref: '#/components/schemas/AgentsResponsePage' example: _embedded: agentList: - id: aicyggWXT0m58Myu1hoqwe pbxId: smbw8a7jR2iMu7UcuRTqwe siteId: gmQmyAUkTTqjx3rB0feqwe firstName: Agent2 lastName: Kutch extension: '8024437' deleted: false - id: HwYYdicMTOy0bKJvU1Dqwe pbxId: smbw8a7jR2iMu7UcuRTqwe siteId: gmQmyAUkTTqjx3rB0feqwe firstName: Agent3 lastName: Schoen extension: '2010355' deleted: true _links: first: href: https://api.8x8.com/analytics/work/v2/pbxes/smbw8a7jR2iMu7UcuRTqwe/agents?page=0&size=2 self: href: https://api.8x8.com/analytics/work/v2/pbxes/smbw8a7jR2iMu7UcuRTqwe/agents?page=0&size=2 next: href: https://api.8x8.com/analytics/work/v2/pbxes/smbw8a7jR2iMu7UcuRTqwe/agents?page=1&size=2 last: href: https://api.8x8.com/analytics/work/v2/pbxes/smbw8a7jR2iMu7UcuRTqwe/agents?page=31&size=2 page: size: 2 totalElements: 64 totalPages: 32 number: 0 '401': $ref: '#/components/responses/unauthorized' '403': $ref: '#/components/responses/forbidden' '404': $ref: '#/components/responses/notFound' '405': $ref: '#/components/responses/methodNotAllowed' default: $ref: '#/components/responses/internalServerError' security: - 8x8-apikey: [] bearerAuth: [] components: schemas: SingleAgentWithMetricsResponse: type: object properties: id: type: string example: ag12345 name: type: string example: John Smith Agent groupId: type: string example: '131' groupName: type: string example: some_group metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleAgentWithMetricsResponse xml: name: item attribute: true SingleQueueResponseXML: type: object properties: id: type: string example: '123' name: type: string example: Demo Sales Queue metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleQueueResponseXML xml: name: MetricsResponse attribute: true AgentsInQueueGroupsResponse: type: object properties: agents: type: array items: $ref: '#/components/schemas/AgentsInQueueResponse' queues: type: array items: $ref: '#/components/schemas/QueueAgentsMetricsResponse' title: AgentsInQueueGroupsResponse Link: type: object properties: href: type: string example: https://api.8x8.com/analytics/work/v2/pbxes?page=0&size=50 MetricItem: type: object title: MetricItem properties: key: type: string example: abandoned.int-15m value: type: number example: 5 AgentsResponse: type: array items: $ref: '#/components/schemas/SingleAgentWithMetricsResponse' title: AgentsResponse xml: name: UnmodifiableRandomAccessList wrapped: true AgentsResponsePage: type: object title: Agents Response Page properties: _embedded: type: object properties: queueList: type: array items: $ref: '#/components/schemas/Agent' _links: $ref: '#/components/schemas/Links' page: $ref: '#/components/schemas/PageMetadata' AgentsInQueueResponse: type: object properties: id: type: string example: ag12345 name: type: string example: John Smith Agent metrics: type: object additionalProperties: type: string title: AgentsInQueueResponse Agent: type: object description: Agent properties: id: type: string example: zQqDjiT2TbqNTwnDliIqwe pbxId: type: string example: 1UQHOVgWTYCCY6OOk48QAW siteId: type: string example: JMwyX0BUTRC9uAnuAz8qwe firstName: type: string example: Joe lastName: type: string example: Black extension: type: string example: '1000' deleted: type: boolean example: false SingleQueueResponse: type: object properties: id: type: string example: '123' name: type: string example: Demo Sales Queue metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleQueueResponse xml: name: item attribute: true SingleGroupResponse: type: object properties: id: type: string example: '123' name: type: string example: Agent Group 1 metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleGroupResponse xml: name: item attribute: true ErrorResponse: type: object description: Error response properties: timestamp: type: string description: Timestamp of the error format: date-time example: 2023-01-05T12:04:59.100+0000 status: type: integer description: HTTP status of the response format: int32 messages: type: array description: List of business service error messages items: type: string path: type: string description: Request path example: /analytics/work/v2/pbxes PageMetadata: type: object properties: size: type: integer format: int64 totalElements: type: integer format: int64 totalPages: type: integer format: int64 number: type: integer format: int64 Links: type: object properties: first: $ref: '#/components/schemas/Link' prev: $ref: '#/components/schemas/Link' self: $ref: '#/components/schemas/Link' next: $ref: '#/components/schemas/Link' last: $ref: '#/components/schemas/Link' SingleGroupResponseXML: type: object properties: id: type: string example: '123' name: type: string example: Agent Group 1 metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleGroupResponseXML xml: name: MetricsResponse attribute: true QueueAgentsMetricsResponse: type: object properties: queueId: type: string example: '123' assignedAgents: type: array items: type: string example: ag123321 agentMetrics: type: array items: $ref: '#/components/schemas/AgentsInQueueResponse' title: QueueAgentsMetricsResponse parameters: size: name: size in: query description: This parameter indicates the page size to begin your query with. A value between 1 and 100 is supported. schema: minimum: 1 type: integer format: int32 example: 10 page: name: page in: query description: This parameter indicates the page number to begin your query. schema: minimum: 0 type: integer format: int32 example: 1 sort: name: sort in: query description: Sorting strategy.
Sorting can be done for each entity by the name field. Queues can be sorted also by extension. schema: type: string example: name,ASC responses: methodNotAllowed: description: This method is not allowed or a validation exception has occurred. content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' unauthorized: description: 'Unauthorized: Invalid or no authentication details were provided.' content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' notFound: description: The requested resource was not found. content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' forbidden: description: Authentication succeeded, but the authenticated user does not have access to the resource. content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' internalServerError: description: An internal server error has occurred. Please contact your 8x8 support resource. content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' securitySchemes: ApiKeyAuth: type: oauth2 description: This API uses OAuth 2 with the client credentials grant flow. flows: clientCredentials: tokenUrl: https://api.8x8.com/oauth/v2/token scopes: read: Grants read access write: Grants write access admin: Grants access to admin operations bearerAuth: type: http scheme: bearer bearerFormat: access_token 8x8-apikey: type: apiKey in: header name: 8x8-apikey x-refined-from: - 8x8-analytics-8x8-analytics-for-contact-center-real-time-metrics-api.json - 8x8-analytics-work-analytics-customer-data.json x-readme: explorer-enabled: true proxy-enabled: false samples-enabled: true