openapi: 3.1.0
info:
  title: Helpcenter IM_Metrics API
  version: 1.0.0
tags:
- name: IM_Metrics
paths:
  /api/v1/im/metrics/agents:
    get:
      tags:
      - IM_Metrics
      summary: Get Agents Metrics
      description: This data provides leads/managers with a holistic details into agents performance and can be used in coaching them.
      operationId: getAgentMetrics
      parameters:
      - name: duration
        in: query
        description: Duration to filter the metrics. Available values are @LAST24HOURS@, @TODAY@, @YESTERDAY@, @LAST_7_DAYS@, @LAST_30_DAYS@, @THIS_WEEK@, @LAST_WEEK@, @THIS_MONTH@, @LAST_MONTH@, @CUSTOM_IN_DATE@, @LAST_1_HOUR@
        required: true
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          description: Duration to filter the metrics. Available values are @LAST24HOURS@, @TODAY@, @YESTERDAY@, @LAST_7_DAYS@, @LAST_30_DAYS@, @THIS_WEEK@, @LAST_WEEK@, @THIS_MONTH@, @LAST_MONTH@, @CUSTOM_IN_DATE@, @LAST_1_HOUR@
          enum:
          - LAST24HOURS
          - TODAY
          - YESTERDAY
          - LAST_30_DAYS
          - LAST_7_DAYS
          maxLength: 100
          minLength: 0
      - name: agentIds
        in: query
        description: To filter Agent Metrics only for particular Agents. It's a Optional Param
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int64
          description: To filter Agent Metrics only for particular Agents. It's a Optional Param
          pattern: ([0-9]+)
      - name: attributeGroup
        in: query
        description: 'Denotes which attribute group data is required. Eg: RESPONSIVENESS - AVG_RESPONSE_TIME comes under responsiveness group. It''s Mandatory Param. Available value is @RESPONSIVENESS@'
        required: true
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          description: 'Denotes which attribute group data is required. Eg: RESPONSIVENESS - AVG_RESPONSE_TIME comes under responsiveness group. It''s Mandatory Param. Available value is @RESPONSIVENESS@'
          enum:
          - RESPONSIVENESS
          maxLength: 100
          minLength: 0
      - name: departmentId
        in: query
        description: Filter agent metrics in given department Id
        required: true
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int64
          description: Filter agent metrics in given department Id
          pattern: ([0-9]+)
      - name: attributes
        in: query
        description: 'Denotes which metrics are required in the response. Its a mandatory Param. Eg: AVG_RESPONSE_TIME of agent.This is a list-based parameter you can pass all the values or the rquired ones. Available values are @ATTENDED_CHATS@, @AVG_PICKUP_TIME@, @AVG_FIRST_RESPONSE_TIME@, @AVG_RESPONSE_TIME@'
        required: true
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          description: 'Denotes which metrics are required in the response. Its a mandatory Param. Eg: AVG_RESPONSE_TIME of agent.This is a list-based parameter you can pass all the values or the rquired ones. Available values are @ATTENDED_CHATS@, @AVG_PICKUP_TIME@, @AVG_FIRST_RESPONSE_TIME@, @AVG_RESPONSE_TIME@'
          enum:
          - AVG_RESPONSE_TIME
          - AVG_FIRST_RESPONSE_TIME
          - AVG_PICKUP_TIME
          - ATTENDED_CHATS
          maxLength: 100
          minLength: 0
      - name: integrationService
        in: query
        description: Agent metrics for a particular integration service. Available values are @TELEGRAM@, @TWILIO@, @LINE@, @WECHAT@, @WHATSAPP@, @FACEBOOKMESSENGER@, @INSTAGRAM@
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          description: Agent metrics for a particular integration service. Available values are @TELEGRAM@, @TWILIO@, @LINE@, @WECHAT@, @WHATSAPP@, @FACEBOOKMESSENGER@, @INSTAGRAM@
          enum:
          - TELEGRAM
          - TWILIO
          - IM_TALK
          - LINE
          - WECHAT
          - WHATSAPP
          - FACEBOOKMESSENGER
          maxLength: 100
          minLength: 0
      - name: channelIds
        in: query
        description: To filter Agent Metrics only on a list of channelIds. It's a Optional Param
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int64
          description: To filter Agent Metrics only on a list of channelIds. It's a Optional Param
          pattern: ([0-9]+)
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '200':
          $ref: '#/components/responses/IMMetrics'
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '500':
          $ref: ./Common.json#/components/responses/internalErrorResponse
        '204':
          $ref: ./Common.json#/components/responses/emptyResponse
      security:
      - iam-oauth2-schema:
        - Desk.basic.READ
        - Desk.InstantMessages.READ
      x-audience:
      - external-public
components:
  responses:
    IMMetrics:
      description: IMMetrics template definitions
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              data:
                $ref: ./IM_Metrics.json#/components/schemas/IMMetricsRowList
              entity:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
            required:
            - data
            - entity
          examples:
            Valid responses Definitions:
              value:
                data:
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '1'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: 00:00:23
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '345343453'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '2'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '86434543'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '8'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '976543456'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '1'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '853447543'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '3'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '887764523'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '1'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '987654224'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '1'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '136000000321001'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '1'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '136000000414269'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '10'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '136000000537373'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '9'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '136000003639035'
                - values:
                  - attribute: ATTENDED_CHATS
                    value: '3'
                  - attribute: AVG_FIRST_RESPONSE_TIME
                    value: null
                  - attribute: AVG_PICKUP_TIME
                    value: null
                  - attribute: AVG_RESPONSE_TIME
                    value: null
                  id: '136000003759045'
                entityDetails:
                  '345343453':
                    photoURL: https://desk.zoho.com/api/v1/agents/435798423232323001/photo?orgId=987876543
                    name: john
                    id: '435798423232323001'
                    email: john@zykler.com
                  '887764523':
                    photoURL: https://desk.zoho.com/api/v1/agents/232342342232323001/photo?orgId=987876543
                    name: siya
                    id: '232342342232323001'
                    email: siya@zykler.com
                  '853447543':
                    photoURL: https://desk.zoho.com/api/v1/agents/453223242232323001/photo?orgId=987876543
                    name: robert
                    id: '453223242232323001'
                    email: robert@zykler.com
                  '86434543':
                    photoURL: https://desk.zoho.com/api/v1/agents/4212312313232323001/photo?orgId=987876543
                    name: tina
                    id: '4212312313232323001'
                    email: tina@zykler.com
                  '987654224':
                    photoURL: https://desk.zoho.com/api/v1/agents/642323432342342333/photo?orgId=987876543
                    name: donald
                    id: '642323432342342333'
                    email: donald@zykler.com
                  '976543456':
                    photoURL: https://desk.zoho.com/api/v1/agents/53234234234234234/photo?orgId=987876543
                    name: ram
                    id: '53234234234234234'
                    email: ram@zykler.com
                entity: AGENT
  securitySchemes:
    iam-oauth2-schema:
      $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema
x-entity: Helpcenter