Statistics

Statistics are data collected from the Webex Contact Center, which is used by the connector calculation functions to calculate values to be presented on wallboards.

Data collection uses the following requests:

  • Agent Activities

  • Agent Statistics

  • Queue Statistics

  • Search Tasks

Request Details

Agent Activities

API Endpoint: /v1/agents/activities
HTTP Verb: GET
Number of Requests: 1 per 1000 records (paging) since local midnight
Frequency: Once per iteration until the API returns data

Page size is configurable through connector settings.

Agent Statistics

API Endpoint: /v1/agents/statistics
HTTP Verb: GET
Number of Requests: 1
Frequency: Once per iteration (limited to three times a minute).

Queue and Tasks Statistics

API Endpoint: /search
HTTP Verb: POST
Number of Requests: Depends on configuration
Frequency: Depends on configuration

  • Active Tasks - periodically based on the setting “Task Synchronization Interval” (15 min by default, 1 request) regardless of the calculation configuration

  • Raw Data (Today Tasks/Incremental Tasks) - periodically based on the setting “Task Data Collect Interval” (15 min by default, 1 request if at least one instance of “Task - Answered In Service Level” KPI exists)

  • Aggregation Data - periodically based on the setting “Task Synchronization Interval” (15 min by default, number of requests depends on a calculation settings):

    • If “Tasks - Ended In Service Level” KPI exists - request on unique combination of Time Zone + Threshold + Termination Type

    • If “Queue Statistics” grid exists - request on unique combination of Time Zone + WrapupCodes