openapi: 3.1.0 x-explorer-enabled: false x-samples-languages: - curl - node - java - javascript - python - go tags: - name: Datasets description: A Dataset is a collection of contact center measurements related to a particular dimension. info: title: Analytics Historical description: 'The Analytics Historical API exposes the following functionality: - Retrieving the content of a specific Dataset. ## Available Datasets | Dataset | Description | Entitlement | |---------|-------------|-------------| | `agent` | Agent performance metrics | Standard | | `queue` | Queue performance metrics | Standard | | `agentLoginSessions` | Agent login session data | Standard | | `workflow` | Workflow execution data | Standard | | `mpccdr` | MPC CDR data | Standard | | `transcript` | Interaction transcripts | Standard | | `clientSessions` | Client session data | Standard | | `agentAux` | Agent auxiliary/status data | Standard | | `interactionSegments` | Interaction segments with agent/queue details | **Analytics Insights** | | `workflowTrace` | Detailed workflow execution trace | **Analytics Insights** | | `cxAgentLoginLogout` | CX Agent login/logout events | Standard | | `agentByQueue` | Agent performance metrics by queue | Standard | | `agentLoginLogoutByQueue` | Agent login/logout events by queue | Standard | **Note:** Datasets marked with **Analytics Insights** require the Analytics Insights entitlement. Requests for these datasets without the entitlement will return HTTP 403 Forbidden. ' contact: name: Avaya API Team url: https://developers.avayacloud.com/avaya-infinity email: apiteam@avaya.com license: name: Avaya Software Development Kit (SDK) Software License Terms url: http://support.avaya.com/css/P8/documents/101038288 version: 1.1.0 servers: - url: https://core.{customerId}.ec.avayacloud.com/api/analytics description: Avaya Infinity API variables: customerId: default: your-customer-id description: Your Avaya Infinity customer ID. paths: /v2/datasets/{datasetName}: get: tags: - Dataset summary: Get Dataset security: - BearerAuth: [] description: 'Returns paginated rows of historical contact center data for the specified dataset. ## Getting Started ### Base URL All requests are made to: ``` https://core.{customerId}.ec.avayacloud.com/api/analytics ``` Replace `{customerId}` with your Avaya Infinity customer ID (the subdomain segment of your tenant URL). ### Authentication This API uses Bearer token authentication. Obtain a token via the OAuth 2.0 client credentials flow using your Client ID and Client Secret from the Avaya Infinity developer portal. Include the token in the `Authorization` header: ``` Authorization: Bearer ``` For full authentication guidance, see the [Avaya Infinity authentication docs](https://developers.avayacloud.com/avaya-infinity/docs/how-to-authenticate). ### Interval Format The `interval` parameter is **required**. Its format depends on the `datasetType` value: **Interval dataset** (`datasetType=interval`, default) Use `YYYYMMDDHHmm` datetime values. Standard `mm` values are `00`, `15`, `30`, and `45`. Non-standard minute values (e.g., `0007`) are silently accepted but may return empty results. Specify a range using `starting` and/or `ending`: ``` interval=starting:202502010415,ending:202502010445 ``` **Daily dataset** (`datasetType=daily`) Use `YYYYMMDD` datetime values. Non-zero `HHmm` suffixes are silently accepted but may return empty results: ``` interval=starting:20250201,ending:20250225 ``` ### Important Notes - The `interval` parameter is required. Omitting it will return a `400 Bad Request`. - Pagination is forward-only. The `prevPageToken` field is reserved for future use and currently always returns an empty string. - Not all column names are valid filter keys. For example, `CHANNEL:phone` is a valid filter, but `AGENT_NAME:John*` returns `400 Invalid filter column`. See the `filter` parameter for details. - A `202 Accepted` response indicates the request was valid but data has not yet been processed for the requested interval. Column headers will be returned but `records` will be empty. Retry after a short delay. - Pagination `links.next` URLs may contain unicode-escaped ampersands (`\u0026`). Consumers should handle unicode-escaped characters when parsing these URLs. ' operationId: getHistoricalDatasetData parameters: - $ref: '#/components/parameters/datasetName' - $ref: '#/components/parameters/pageSize' - $ref: '#/components/parameters/prevPageToken' - $ref: '#/components/parameters/nextPageToken' - $ref: '#/components/parameters/interval' - $ref: '#/components/parameters/datasetType' - $ref: '#/components/parameters/filter' responses: '200': description: OK content: application/json: schema: $ref: '#/components/schemas/DatasetPage' examples: queue: $ref: '#/components/examples/QueueDatasetPage' agent: $ref: '#/components/examples/AgentDatasetPage' interactionSegments: $ref: '#/components/examples/InteractionSegmentsDatasetPage' workflowTrace: $ref: '#/components/examples/WorkflowTraceDatasetPage' agentAux: $ref: '#/components/examples/AgentAuxDatasetPage' cxAgentLoginLogout: $ref: '#/components/examples/CXAgentLoginLogoutDatasetPage' agentByQueue: $ref: '#/components/examples/AgentByQueueDatasetPage' agentLoginLogoutByQueue: $ref: '#/components/examples/AgentLoginLogoutByQueueDatasetPage' '202': description: 'Accepted. The request was valid but data is not yet available for the requested interval. Column headers are returned but records will be empty. Retry after a short delay. ' content: application/json: schema: $ref: '#/components/schemas/DatasetPage' '400': description: Bad Request content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: default: $ref: '#/components/examples/ErrorConstraintViolation' '401': $ref: '#/components/responses/Unauthorized' '403': description: Forbidden content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: forbidden: $ref: '#/components/examples/ErrorForbidden' insightsRequired: $ref: '#/components/examples/ErrorInsightsEntitlementRequired' '404': $ref: '#/components/responses/NotFound' '500': $ref: '#/components/responses/InternalServer' components: securitySchemes: BearerAuth: type: http scheme: bearer description: 'Bearer token (JWT). Obtain via the OAuth 2.0 client credentials flow using your Client ID and Client Secret from the Avaya Infinity developer portal. ' bearerFormat: JWT responses: Unauthorized: description: 'Unauthorized. Authentication credentials were missing or invalid. Note: Unauthenticated requests may receive a 302 redirect to the authentication provider rather than this JSON response. ' content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: default: $ref: '#/components/examples/ErrorUnauthorized' InternalServer: description: Internal Server Error content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: default: $ref: '#/components/examples/ErrorInternalServerError' Forbidden: description: Forbidden content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: default: $ref: '#/components/examples/ErrorForbidden' NotFound: description: Not Found content: application/problem+json: schema: $ref: '#/components/schemas/Problem' examples: default: $ref: '#/components/examples/ErrorNotFound' schemas: DatasetInterval: type: object properties: dataset: type: string example: agent latest_interval: type: string example: '11:00' Problem: type: object description: 'Problem Detail as a way to carry machine-readable details of errors in a HTTP response to avoid the need to define new error response formats for HTTP APIs RFC 7807. **Note:** In current responses, only `title`, `status`, and `detail` are guaranteed to be present. The `type`, `instance`, and `violations` fields are defined for schema completeness but are not returned by the current implementation. ' properties: type: type: string format: uri description: 'An absolute URI that identifies the problem type. When dereferenced, it SHOULD provide human-readable documentation for the problem type (e.g., using HTML). ' default: about:blank example: https://developers.avayacloud.com/avaya-infinity/docs/error-handling#constraint-violation title: type: string description: 'A short, summary of the problem type. Written in english and readable for engineers (usually not suited for non technical stakeholders and not localized). ' example: Service Unavailable status: type: integer format: int32 description: 'The HTTP status code generated by the origin server for this occurrence of the problem. ' minimum: 100 exclusiveMaximum: 600 example: 503 detail: type: string description: 'A human readable explanation specific to this occurrence of the problem. ' example: Connection to database timed out instance: type: string format: uri description: 'An absolute URI that identifies the specific occurrence of the problem. It may or may not yield further information if dereferenced. ' violations: type: array description: 'A list of violations that occurred as a result of invalid data provided as part of a request. ' items: type: object properties: field: type: string description: 'The name of the field in the request that caused the violation. This can be the name of a path parameter, query parameter, or a field within the request body. ' example: accountId message: type: string description: 'accountId of the account ' example: must match "^[a-zA-Z]{6}$" example: - field: emailAddress message: must not be null code: 20002 - field: accountId message: must match "^[a-zA-Z]{6}$" code: 20006 DatasetNames: description: List of dataset names type: array items: type: string ColumnHeader: type: object description: Name and data type of the column header properties: name: type: string description: Name of the header field example: agentFirstName type: type: string description: Data type of the header field example: string DatasetPage: type: object description: Root response object for dataset http requests. properties: columnHeaders: type: array items: $ref: '#/components/schemas/ColumnHeader' records: type: array items: type: array items: type: string pagination: $ref: '#/components/schemas/CursorPagination' links: $ref: '#/components/schemas/Links' CursorPagination: type: object properties: pageSize: type: integer description: The max number of records that can be retrieved on this page. prevPageToken: type: string description: 'Reserved for future use. Pagination is forward-only. This field currently always returns an empty string. Do not rely on this value for backward pagination. ' nextPageToken: type: string description: The token to retrieve the next page of records. Links: type: object properties: prev: type: string description: 'URL of the previous page. If the value is "" you are currently on the first page. Note: Pagination is forward-only. This field is reserved for future use and currently always returns an empty string. ' next: type: string description: 'URL of the next page. If the value is "" you are currently on the last page. Note: Ampersands in this URL may be unicode-escaped (\u0026). Consumers should handle unicode-escaped characters when parsing pagination links. ' parameters: datasetName: name: datasetName in: path description: 'The unique name of the dataset. Available datasets: - `agent` - Agent performance metrics - `queue` - Queue performance metrics - `agentLoginSessions` - Agent login session data - `workflow` - Workflow execution data - `mpccdr` - MPC CDR data - `transcript` - Interaction transcripts - `clientSessions` - Client session data - `agentAux` - Agent auxiliary/status data - `interactionSegments` - Interaction segments (requires Analytics Insights) - `workflowTrace` - Workflow trace data (requires Analytics Insights) - `cxAgentLoginLogout` - CX Agent login/logout events - `agentByQueue` - Agent performance metrics by queue - `agentLoginLogoutByQueue` - Agent login/logout events by queue ' required: true schema: type: string minLength: 1 maxLength: 50 examples: agent: value: agent summary: Agent performance metrics queue: value: queue summary: Queue performance metrics agentLoginSessions: value: agentLoginSessions summary: Agent login session data workflow: value: workflow summary: Workflow execution data mpccdr: value: mpccdr summary: MPC CDR data transcript: value: transcript summary: Interaction transcripts clientSessions: value: clientSessions summary: Client session data agentAux: value: agentAux summary: Agent auxiliary data interactionSegments: value: interactionSegments summary: Interaction segments (Analytics Insights required) workflowTrace: value: workflowTrace summary: Workflow trace data (Analytics Insights required) cxAgentLoginLogout: value: cxAgentLoginLogout summary: CX Agent login/logout events agentByQueue: value: agentByQueue summary: Agent performance metrics by queue agentLoginLogoutByQueue: value: agentLoginLogoutByQueue summary: Agent login/logout events by queue pageSize: name: pageSize in: query description: The maximum number of results per page. required: false schema: type: integer format: int32 default: 20 minimum: 1 maximum: 200 example: 20 nextPageToken: name: nextPageToken in: query description: The page token of the next set of records to retrieve, represented as unique 36 characters(uuid). required: false schema: type: string minLength: 36 maxLength: 100 example: 123e4567-e89b-12d3-a456-556642440000 prevPageToken: name: prevPageToken in: query description: 'Reserved for future use. Backward pagination is not currently supported. Submitting this parameter has no effect. The response will always return an empty string for prevPageToken. ' required: false schema: type: string minLength: 36 maxLength: 100 example: 123e4567-e89b-12d3-a456-556642440000 datasetType: name: datasetType in: query description: "The type of dataset to be retrieved. The allowed values are:\n - daily\n - interval\nThe default value\ \ is 'interval'.\nThe datasetType param is used to determine the format of the interval param.\n" required: false schema: type: string example: daily interval: name: interval in: query description: "Specify the interval range to be used.\nMust contain either a single datetime value or both 'starting'\ \ and 'ending' datetimes. The datetime format is dependent on the datasetType param.\n\nFor **daily dataset** (datasetType\ \ = 'daily')\n - datetime implies specific day(s).\n - all datetime expressions should use YYYYMMDD format.\n -\ \ 'HHmm' values should be either omitted or replaced with 0000. Non-standard values may return empty results.\n -\ \ Example values:\n - starting:20250201\n - ending:20250225\n - starting:20250201,ending:20250225\n\n\nFor\ \ **interval dataset** (datasetType = 'interval')\n - all datetime expressions should use YYYYMMDDHHmm format.\n\ \ 'mm' part can be used to indicate the 15 min interval such as '00', '15', '30' or '45'. Non-standard values\ \ may return empty results.\n - interval should be less than atleast 30 mins from the current interval.\n - Example\ \ values:\n - starting:202502010415\n - ending:202502251530\n - starting:202502010415,ending:202502251545\n" required: true schema: type: string minLength: 8 maxLength: 41 examples: startingInterval: value: starting:202502010415 summary: Interval dataset. Data starting from 202502010415 to current(based on pipeline processing status) startEndInterval: value: starting:202502010415,ending:202502010415 summary: Interval dataset. Records in 202502010415 interval i.e. 1 interval endingInterval: value: ending:202502251500 summary: Interval dataset. Data filtering from beginning to 202502251530 bothInterval: value: starting:202502010415,ending:202502010445 summary: Interval dataset. Records from 3 intervals, 15, 30, 45 startingDay: value: starting:20250201 summary: Daily dataset. Data filtering from specified starting date till ending of data rows endingDay: value: ending:20250225 summary: Daily dataset. Data filtering from beginning of data rows till specified ending date filter: name: filter in: query description: "Specifies details of a row filter. The allowed format:\n - Begins with the column name to be filtered,\ \ followed by a colon, then:\n - Either an exact string to match, or\n - A string expression including the * wildcard\ \ character\n\n**Important:** Not all column names are valid filter keys. Using an unsupported column name\nreturns\ \ `400 Invalid filter column`. The following columns are known to be filterable:\n - `CHANNEL` — e.g., `CHANNEL:phone`\n\ \ - `AGENT_ID` — e.g., `AGENT_ID:002d011106bf83ae15133ec0a7`\n - `QUEUE_ID` — e.g., `QUEUE_ID:003d0110243d0fd4d9c7f27dea`\n\ \ - `ACCOUNT_ID` — e.g., `ACCOUNT_ID:001d010917f6594b9a104630f7`\n\nColumns not listed above (e.g., `AGENT_NAME`)\ \ are not accepted as filter keys and will\nreturn a `400` error. Contact Avaya support to confirm the full list of\ \ filterable columns\nfor a specific dataset.\n" required: false schema: type: string minLength: 3 maxLength: 256 examples: equals: value: AGENT_ID:123 summary: Exact string to match like: value: CHANNEL:phone summary: Expression including the * wildcard character examples: DatasetNames: value: - agent - queue QueueDatasetPage: value: columnHeaders: - name: ROW_ID type: string - name: STARTTIME type: string - name: INTERVAL type: number - name: STARTTIME_UTC type: datetime - name: SOURCE_SYSTEM type: string - name: ACCOUNT_ID type: string - name: QUEUE_ID type: string - name: QUEUE_NAME type: string - name: CHANNEL type: string - name: SUB_CHANNEL type: string - name: INTERACTIONS type: number - name: INTERACTIONSOFFERED type: number - name: WAITTIME type: number - name: MAXOCWTIME type: number - name: HOLDTIME type: number - name: INTERACTIONTIME type: number - name: WRAPUPTIME type: number - name: ABNINTERACTIONS type: number - name: ABNWAITTIME type: number - name: OUTFLOWINTERACTIONS type: number - name: I_INTERACTIONTIME type: number - name: INFLOWINTERACTIONS type: number - name: I_WRAPUPTIME type: number - name: I_STAFFTIME type: number - name: OUTOFFOCUSTIME type: number - name: INTERACTION_OUTOFFOCUSTIME type: number - name: WRAPUP_OUTOFFOCUSTIME type: number - name: I_OUTOFFOCUSTIME type: number - name: I_INTERACTION_OUTOFFOCUSTIME type: number - name: I_WRAPUP_OUTOFFOCUSTIME type: number - name: INTERACTION_INFOCUSTIME type: number - name: WRAPUP_INFOCUSTIME type: number - name: I_INTERACTION_INFOCUSTIME type: number - name: I_WRAPUP_INFOCUSTIME type: number - name: COMMIT_TS type: datetime records: - - ff0f980b5506441efb7073252e3a59f59fb88235f87649d28810fa04bc368ecd - 00:45 - 15 - '2025-11-25T00:45:00Z' - AXP - 001d010917f6594b9a104630f7 - 003d0110243d0fd4d9c7f27dea - Jeffs Queue - email - inbound - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 900 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - '2025-11-25T23:18:16.943Z' - - f80f3d4d3366e29fac7a184ffe24da6f4a529c5f9138e93860c4c3594cb67a5a - 00:45 - 15 - '2025-11-25T00:45:00Z' - AXP - 001d010917f6594b9a104630f7 - 003d011106bbb091e8af2a4719 - ZhaoTestQueue - email - inbound - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 900 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - '2025-11-25T23:18:16.943Z' pagination: pageSize: 20 prevPageToken: '' nextPageToken: 123e4567-e89b-12d3-a456-556642440000 links: prev: '' next: /v2/datasets/queue?interval=starting%3A20250310%2Cending%3A20250310&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20 AgentDatasetPage: value: columnHeaders: - name: ACCOUNT_ID type: string - name: AGENT_ID type: string - name: AGENT_NAME type: string - name: AGENT_EMAIL type: string - name: STARTTIME type: string - name: INTERVAL type: number - name: STARTTIME_UTC type: datetime - name: SOURCE_SYSTEM type: string - name: CHANNEL type: string - name: SUB_CHANNEL type: string - name: WAITTIME type: number - name: HOLDTIME type: number - name: INTERACTIONTIME type: number - name: WRAPUPTIME type: number - name: INTERACTIONS type: number - name: HOLD_INTERACTIONS type: number - name: TRANSFERED_INTERACTIONS type: number - name: OUTOFFOCUSTIME type: number - name: INTERACTION_OUTOFFOCUSTIME type: number - name: WRAPUP_OUTOFFOCUSTIME type: number - name: I_INTERACTIONTIME type: number - name: I_WRAPUPTIME type: number - name: I_RINGTIME type: number - name: I_OUTOFFOCUSTIME type: number - name: I_INTERACTION_OUTOFFOCUSTIME type: number - name: I_WRAPUP_OUTOFFOCUSTIME type: number - name: I_AUXTIME type: number - name: I_STAFFTIME type: number - name: TI_AVAILTIME type: number - name: TI_STAFFTIME type: number - name: TI_AUXTIME type: number - name: INTERACTION_INFOCUSTIME type: number - name: I_INTERACTION_INFOCUSTIME type: number - name: WRAPUP_INFOCUSTIME type: number - name: I_WRAPUP_INFOCUSTIME type: number - name: COMMIT_TS type: datetime records: - - 001d010917f6594b9a104630f7 - 002d011106bf83ae15133ec0a7 - Ji RanInf113 - jran1Inf113@avaya113.com - 00:45 - 15 - '2025-11-25T00:45:00Z' - AXP - phone - inbound - 6 - 0 - 2022 - 2 - 1 - 0 - 0 - 1165 - 1165 - 0 - 465 - 2 - 0 - 8 - 8 - 0 - 0 - 900 - 433 - 900 - 0 - 857 - 457 - 2 - 2 - '2025-11-25T23:18:55.781Z' - - 001d010917f6594b9a104630f7 - 002d0110314f2a4260d8778b95 - test digital - testdigital@avaya113.com - 00:45 - 15 - '2025-11-25T00:45:00Z' - AXP - email - inbound - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 900 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 900 - 0 - 0 - '2025-11-25T23:18:55.781Z' pagination: pageSize: 200 prevPageToken: '' nextPageToken: MjAyNS0xMC0yN1QxOTowMDowMFpAMDAyZDAxMTAwOTczZWM1YWQ2OWQzZmNmYWU= links: prev: '' next: /v2/datasets/agent?nextPageToken=MjAyNS0xMC0yN1QxOTowMDowMFpAMDAyZDAxMTAwOTczZWM1YWQ2OWQzZmNmYWU%3D&pageSize=200 AgentAuxDatasetPage: value: columnHeaders: - name: ROW_DATE_UTC type: datetime - name: STARTTIME type: string - name: INTERVAL type: number - name: SOURCE_SYSTEM type: string - name: STARTTIME_UTC type: datetime - name: ACCOUNT_ID type: string - name: AGENT_ID type: string - name: AGENT_NAME type: string - name: AGENT_TAGS type: string - name: STATUS_TYPE type: string - name: STATUS type: string - name: AGENT_TIME_ZONE type: string - name: I_STAFFTIME type: number - name: TI_STAFFTIME type: number - name: I_AUXTIME type: number - name: TI_AUXTIME type: number - name: COMMIT_TS type: datetime records: - - '2025-11-25' - 00:45 - 15 - AXP - '2025-11-25T00:45:00Z' - 001d010917f6594b9a104630f7 - 002d011106bf83ae15133ec0a7 - Ji RanInf113 - team-alpha,support - Q Login - Available - America/New_York - 900 - 900 - 0 - 0 - '2025-11-25T23:18:55.781Z' - - '2025-11-25' - 00:45 - 15 - AXP - '2025-11-25T00:45:00Z' - 001d010917f6594b9a104630f7 - 002d0110314f2a4260d8778b95 - test digital - team-beta - busy - On Call - UTC - 600 - 900 - 300 - 300 - '2025-11-25T23:18:55.781Z' pagination: pageSize: 200 prevPageToken: '' nextPageToken: MjAyNS0xMC0yN1QxOTowMDowMFpAMDAyZDAxMTAwOTczZWM1YWQ2OWQzZmNmYWU= links: prev: '' next: /v2/datasets/agentAux?nextPageToken=MjAyNS0xMC0yN1QxOTowMDowMFpAMDAyZDAxMTAwOTczZWM1YWQ2OWQzZmNmYWU%3D&pageSize=200 ErrorConstraintViolation: description: Constraint Violation value: title: Constraint Violation status: 400 detail: A problem that indicates a syntactically correct, yet semantically illegal request. ErrorUnauthorized: description: Unauthorized value: title: Unauthorized status: 401 detail: This operation requires authentication. See https://developers.avayacloud.com/avaya-infinity/docs/how-to-authenticate ErrorForbidden: description: Forbidden value: title: Forbidden status: 403 detail: According to the access control policy the current user does not have permission to access this resource. ErrorNotFound: description: Not Found value: title: Resource Not Found status: 404 detail: Resource not found. ErrorInternalServerError: description: Server Error value: title: Server Error status: 500 detail: An internal server error was encountered. ErrorInsightsEntitlementRequired: description: Analytics Insights Entitlement Required value: title: Forbidden status: 403 detail: This dataset requires the Analytics Insights entitlement. Please contact your administrator to enable Analytics Insights for your account. InteractionSegmentsDatasetPage: summary: Interaction Segments dataset (requires Analytics Insights) description: 'Interaction Segments dataset provides detailed segment-level data for interactions including agent assignments, queue information, and timing metrics. This dataset requires the Analytics Insights entitlement. ' value: columnHeaders: - name: INTERACTION_SEGMENT_ID type: string - name: INTERACTION_ID type: string - name: ACCOUNT_ID type: string - name: QUEUE_ID type: string - name: USER_ID type: string - name: STATUS type: string - name: COMM_TYPE type: string - name: SUB_COMM_TYPE type: string - name: SERVER_NAME type: string - name: RECORDED_RECEIVE type: number - name: RECORDED_TRANSMIT type: number - name: RECORDED_BOTH type: number - name: WAIT_TIME type: number - name: HOLD_TIME type: number - name: TIME_INTERACTING type: number - name: WRAP_UP_TIME type: number - name: END_TIME type: datetime - name: EVENT type: string - name: EVENT_DESC type: string - name: SEGMENT_NUMBER type: number - name: CREATED_ON type: datetime - name: CREATED_BY type: string - name: LAST_UPDATED_BY type: string - name: LAST_UPDATED type: datetime - name: INSERT_API_REQUEST_ID type: string - name: UPDATE_API_REQUEST_ID type: string - name: COMPLETION_TYPE type: string - name: COMPLETION_VALUE type: string - name: COMPLETION_DISPLAY_NAME type: string - name: COMPLETION_TIME_UNIX type: number - name: TRANSFER_LOCATION type: string - name: TRANSFER_RESULT type: string - name: XFER_LOC_QUEUE_ID type: string - name: XFER_LOC_INTERACTION_ID type: string - name: SILENCE_SEGMENTS type: string - name: SILENCE_TOTAL type: number - name: INTERACTION_TYPE type: string - name: INTERACTION_NOTES type: string - name: INTERACTION_RESULT type: string - name: INTERACTION_SUBJECT type: string - name: FIRST_LAST_NAME type: string - name: QUEUE_NAME type: string - name: SOURCE_PHONE_NUMBER type: string - name: SOURCE_EMAIL type: string - name: INTERACTION_TAGS type: string records: - - 005d010209168c243f8be303a6 - 004d01020900ba6055326abf2c - 001d010108ea8843ae7f07ca2d - 003d0101224974c284fdf52b35 - 002d010122f00d24776effc1fa - connected - task - other - '' - '0' - '0' - '0' - '0' - '0' - '0' - '0' - '2026-02-09T23:56:58Z' - status - connected - '1' - '2026-02-09T23:56:58.479177Z' - '' - 002d010122f00d24776effc1fa - '2026-02-09T23:56:58.522931Z' - 012d010209709c94226939452c - 012d010209e25dc19cda2e8716 - '' - '' - '' - '0' - '' - '' - '' - '' - '' - '0' - '' - '' - '' - New task other - Oguz Korkmaz - '' - 'null' - 'null' - '[]' pagination: pageSize: 20 prevPageToken: '' nextPageToken: MjAyNi0wMi0wOVQyMzoyNjoxNlpAMDA1ZDAxMDIwOWQ3NjIzYTI4ZTcyYzc0ZmU= links: prev: '' next: /v2/datasets/interactionSegments?interval=starting%3A20260207%2Cending%3A20260209&nextPageToken=MjAyNi0wMi0wOVQyMzoyNjoxNlpAMDA1ZDAxMDIwOWQ3NjIzYTI4ZTcyYzc0ZmU%3D&pageSize=20 WorkflowTraceDatasetPage: summary: Workflow Trace dataset (requires Analytics Insights) description: 'Workflow Trace dataset provides detailed execution trace of workflow sessions including step-by-step history, timing, and workflow variables. This dataset requires the Analytics Insights entitlement. ' value: columnHeaders: - name: ACCOUNT_ID type: string - name: ROW_DATE_UTC type: datetime - name: WORKFLOWSESSION_ID type: string - name: WORKFLOWSESSION_INTERACTIONID type: string - name: UPDATEHISTORYITEM_ID type: string - name: WORKFLOWSESSION_WORKFLOWNAME type: string - name: HISTORYITEM_DURATION_MS type: number - name: UPDATEHISTORYITEM_STARTTIME type: datetime - name: UPDATEHISTORYITEM_ENDTIME type: datetime - name: WORKFLOWSESSION_STARTTIME type: datetime - name: WORKFLOWSESSION_ENDTIME type: datetime - name: WORKFLOWSESSION_DURATION_MS type: number - name: SORT_KEY type: string - name: UPDATEHISTORYITEM_PATHNUMBER type: number - name: UPDATEHISTORYITEM_PREVIOUSWORKFLOWITEMID type: string - name: FORMATTED_HISTORYITEM_DURATION type: string - name: UPDATEHISTORYITEM_WORKFLOWITEMID type: string - name: UPDATEHISTORYITEM_EXITPORT type: string - name: UPDATEHISTORYITEM_PROMPT type: string - name: UPDATEHISTORYITEM_INPUT type: string - name: UPDATEHISTORYITEM_RECORDINGURL type: string - name: UPDATEHISTORYITEM_ENDEVENT type: string - name: UPDATEHISTORYITEM_CREATEDON type: datetime - name: UPDATEHISTORYITEM_MODE type: string - name: UPDATEHISTORYITEM_TYPE type: string - name: ITEM_DESCRIPTION type: string - name: UPDATEHISTORYITEM_LABEL type: string - name: WORKFLOWSESSION_ENGAGEMENTID type: string - name: WORKFLOWSESSION_DATA_VARIABLES type: string - name: WORKFLOWSESSION_DATA_SOURCE type: string - name: WORKFLOWSESSION_DATA_LINKEDIDS type: string - name: WORKFLOWSESSION_DATA_DETAILS type: string - name: WORKFLOWSESSION_DATA_ROUTING type: string - name: WORKFLOWSESSION_WORKFLOWID type: string - name: WORKFLOWSESSION_WORKFLOWVERSIONID type: string - name: WORKFLOWSESSION_WORKFLOWVERSIONNUMBER type: string - name: WORKFLOWSESSION_ITEMID type: string - name: WORKFLOWSESSION_ITEMLOOPCOUNT type: number - name: WORKFLOWSESSION_COMMTYPE type: string - name: WORKFLOWSESSION_CURRENTPATHNUMBER type: number - name: WORKFLOWSESSION_CURRENTHISTORYITEMID type: string - name: WORKFLOWSESSION_INTERNALDATA type: string - name: WORKFLOWSESSION_CHANNELTYPE type: string - name: WORKFLOWSESSION_LANGUAGE type: string - name: WORKFLOWSESSION_MAXITRCOUNT type: number - name: WORKFLOWSESSION_CURRENTITRCOUNT type: number - name: WORKFLOWSESSION_PARENTSESSIONID type: string - name: WORKFLOWSESSION_MEDIAENDPOINTID type: string - name: WORKFLOWSESSION_PARTICIPANTID type: string - name: WORKFLOWSESSION_CONVERSATIONID type: string - name: WORKFLOWSESSION_ISEMBEDDED type: boolean - name: WORKFLOWSESSION_ISEXITNOAGENTS type: boolean - name: WORKFLOWSESSION_ISMAXWAIT type: boolean - name: WORKFLOWSESSION_ISINTERACTIONACTIONSTATUSWORKFLOW type: boolean - name: WORKFLOWSESSION_ACTIONDATA type: string - name: WORKFLOWSESSION_ISTIMEDWORKFLOW type: boolean - name: WORKFLOWSESSION_ISMESSAGEWORKFLOW type: boolean - name: WORKFLOWSESSION_ISVOICE type: boolean - name: WORKFLOWSESSION_ISCHAT type: boolean - name: WORKFLOWSESSION_ISMESSAGING type: boolean - name: WORKFLOWSESSION_ISDIGITAL type: boolean - name: WORKFLOWSESSION_ISTASK type: boolean - name: WORKFLOWSESSION_CURRENTWORKFLOWITEMID type: string - name: SESSION_PROMPT type: string - name: SESSION_INPUT type: string - name: TRANSFERED_WORKFLOW_FLAG type: string - name: COMMIT_TS type: datetime - name: SOURCE_EVENT_DATE type: datetime records: - - 001d010108ea8843ae7f07ca2d - '2026-03-01T00:00:00Z' - wfs-001 - int-001 - uhi-001 - SampleWorkflow - '5000' - '2026-03-01T10:00:00Z' - '2026-03-01T10:00:05Z' - '2026-03-01T10:00:00Z' - '2026-03-01T10:05:00Z' - '300000' - '20260301100000000001' - '1' - '' - '00:00:05.000' - wfi-001 - success - Welcome message - '1' - '' - '' - '2026-03-01T10:00:00Z' - auto - PlayMessage - PlayMessage - Welcome - eng-001 - '{}' - api - '[]' - '{}' - '{}' - wf-001 - wfv-001 - '1.0' - item-001 - '0' - voice - '1' - uhi-001 - '{}' - phone - en - '10' - '1' - '' - media-001 - part-001 - conv-001 - 'false' - 'false' - 'false' - 'false' - '{}' - 'false' - 'false' - 'true' - 'false' - 'false' - 'false' - 'false' - cwfi-001 - '' - '' - '' - '2026-03-01T10:05:00Z' - '2026-03-01' pagination: pageSize: 20 prevPageToken: '' nextPageToken: MjAyNi0wMy0wMVQxMDowMDowMFpAdWhpLTAwMQ== links: prev: '' next: /v2/datasets/workflowTrace?interval=starting%3A20260301%2Cending%3A20260301&nextPageToken=MjAyNi0wMy0wMVQxMDowMDowMFpAdWhpLTAwMQ%3D%3D&pageSize=20 CXAgentLoginLogoutDatasetPage: summary: CX Agent Login/Logout dataset description: 'CX Agent Login/Logout dataset provides historical agent login and logout session events including duration breakdown by status type. ' value: columnHeaders: - name: ID type: string - name: ACCOUNT_ID type: string - name: USER_ID type: string - name: STATUS_TYPE type: string - name: STATUS type: string - name: START_TIME type: datetime - name: END_TIME type: datetime - name: DURATION type: number - name: DURATION_AVAILABLE type: number - name: DURATION_AWAY type: number - name: DURATION_BUSY type: number - name: DURATION_OFFLINE type: number - name: IS_SYSTEM type: number - name: IS_LOGIN type: number - name: CREATED_AT type: datetime - name: UPDATED_AT type: datetime records: - - session-001-abc123 - 001d010108ea8843ae7f07ca2d - 002d010122f00d24776effc1fa - CX Login - Available - '2026-03-10T08:00:00Z' - '' - '0' - '3600' - '0' - '0' - '0' - '0' - '1' - '2026-03-10T08:00:00Z' - '' - - session-002-abc123 - 001d010108ea8843ae7f07ca2d - 002d010122f00d24776effc1fa - CX Login - Offline - '2026-03-10T08:00:00Z' - '2026-03-10T17:00:00Z' - '32400' - '28800' - '1800' - '1800' - '0' - '0' - '1' - '2026-03-10T08:00:00Z' - '2026-03-10T17:00:00Z' pagination: pageSize: 20 prevPageToken: '' nextPageToken: MjAyNi0wMy0xMFQwODowMDowMFpAc2Vzc2lvbi0wMDItYWJjMTIz links: prev: '' next: /v2/datasets/cxAgentLoginLogout?interval=starting%3A20260310%2Cending%3A20260310&nextPageToken=MjAyNi0wMy0xMFQwODowMDowMFpAc2Vzc2lvbi0wMDItYWJjMTIz&pageSize=20 AgentByQueueDatasetPage: summary: Agent by Queue dataset description: 'Agent by Queue dataset provides historical performance metrics for agents within specific queues. This data is derived from the hagent table aggregated by queue_id. This dataset allows filtering by time range, agent ID, and queue ID. ' value: columnHeaders: - name: ROW_ID type: string - name: ROW_DATE_UTC type: datetime - name: STARTTIME type: string - name: INTERVAL type: number - name: STARTTIME_UTC type: datetime - name: SOURCE_SYSTEM type: string - name: ACCOUNT_ID type: string - name: AGENT_ID type: string - name: AGENT_NAME type: string - name: QUEUE_ID type: string - name: QUEUE_NAME type: string - name: CHANNEL type: string - name: SUB_CHANNEL type: string - name: INTERACTIONS type: number - name: I_INTERACTIONTIME type: number - name: I_WRAPUPTIME type: number - name: HOLD_INTERACTIONS type: number - name: AUXIN_INTERACTIONS type: number - name: HOLDTIME type: number - name: TRANSFERED_INTERACTIONS type: number - name: AUXOUT_INTERACTIONS type: number - name: I_AUXINTIME type: number - name: I_AUXOUTTIME type: number - name: ASSISTS type: number - name: COMMIT_TS type: datetime records: - - a1b2c3d4e5f6789012345678901234567890abcdef - '2026-03-10' - 00:45 - 15 - '2026-03-10T00:45:00Z' - AXP - 001d010917f6594b9a104630f7 - 002d011106bf83ae15133ec0a7 - John Smith - 003d0110243d0fd4d9c7f27dea - Sales Queue - phone - inbound - 5 - 300 - 60 - 1 - 2 - 45 - 0 - 1 - 30 - 15 - 3 - '2026-03-10T01:00:00.123Z' - - b2c3d4e5f6789012345678901234567890abcdef12 - '2026-03-10' - 00:45 - 15 - '2026-03-10T00:45:00Z' - AXP - 001d010917f6594b9a104630f7 - 002d011106bf83ae15133ec0a7 - John Smith - 003d011106bbb091e8af2a4719 - Support Queue - chat - inbound - 3 - 180 - 45 - 0 - 0 - 0 - 1 - 0 - 0 - 0 - 0 - '2026-03-10T01:00:00.123Z' pagination: pageSize: 20 prevPageToken: '' nextPageToken: MjAyNi0wMy0xMFQwMDo0NTowMFpAYjJjM2Q0ZTVmNjc4OTAxMjM0NTY3ODkwMTIzNDU2Nzg5MGFiY2RlZjEy links: prev: '' next: /v2/datasets/agentByQueue?interval=starting%3A20260310%2Cending%3A20260310&nextPageToken=MjAyNi0wMy0xMFQwMDo0NTowMFpAYjJjM2Q0ZTVmNjc4OTAxMjM0NTY3ODkwMTIzNDU2Nzg5MGFiY2RlZjEy&pageSize=20 AgentLoginLogoutByQueueDatasetPage: summary: Agent Login/Logout by Queue dataset description: 'Agent Login/Logout by Queue dataset provides historical agent login and logout events at the queue level. This data is sourced from user_status_history_silver with status_type=''Q Login'' and allows filtering by time range, agent ID, and queue ID. The endpoint supports pagination and enforces read-only access with authentication and authorization controls. ' value: columnHeaders: - name: ROW_ID type: string - name: ROW_DATE_UTC type: datetime - name: STARTTIME type: string - name: STARTTIME_UTC type: datetime - name: SOURCE_SYSTEM type: string - name: SESSION_ID type: string - name: ACCOUNT_ID type: string - name: QUEUE_ID type: string - name: AGENT_ID type: string - name: LOGIN_TIME type: datetime - name: LOGOUT_TIME type: datetime - name: LOGOUT_REASON type: string - name: COMMIT_TS type: datetime records: - - haglog-001-abc123def456 - '2026-03-10' - 08:00 - '2026-03-10T08:00:00Z' - AXP - session-001-xyz - 001d010917f6594b9a104630f7 - 003d0110243d0fd4d9c7f27dea - 002d011106bf83ae15133ec0a7 - '2026-03-10T08:00:00Z' - '2026-03-10T17:00:00Z' - Manual - '2026-03-10T17:05:00.123Z' - - haglog-002-abc123def456 - '2026-03-10' - 08:30 - '2026-03-10T08:30:00Z' - AXP - session-002-xyz - 001d010917f6594b9a104630f7 - 003d011106bbb091e8af2a4719 - 002d011106bf83ae15133ec0a7 - '2026-03-10T08:30:00Z' - '' - '' - '2026-03-10T08:35:00.456Z' pagination: pageSize: 20 prevPageToken: '' nextPageToken: MjAyNi0wMy0xMFQwMDowMDowMFpAaGFnbG9nLTAwMi1hYmMxMjNkZWY0NTY= links: prev: '' next: /v2/datasets/agentLoginLogoutByQueue?interval=starting%3A20260310%2Cending%3A20260310&nextPageToken=MjAyNi0wMy0xMFQwMDowMDowMFpAaGFnbG9nLTAwMi1hYmMxMjNkZWY0NTY%3D&pageSize=20