Getting Started with CCPro APIs
The API examples below will guide you in accessing information on call/interaction sessions and user activity.
- Data Format: Most APIs return data in JSON format.
- Customizing Data: Reporting APIs offer a "columns" parameter. Use this with an array of "shortkeys" to specify the data columns you need. Commonly used shortkeys are listed.
- More Shortkeys: Additional shortkeys are available, but they might change as we roll out our new reporting suite.
- Future Enhancements: Upcoming releases will introduce new APIs with richer data streams and streamlined integration.
Important:
- The 'date' parameter uses your Contact Centre’s defined timezone.
In the below examples:
<host> refers to your Contact Centre’s API URL which can be found by going to:
System Administration > API Management > Keys > API URL
<key> refers to an API key generated in
System Administration > API Management > Keys > Create New
Detailed History
Simple Example:
https://<host>/Apps/Reporting/v1/GetContactDataPoints_v4?startDate=2024-01-01&endDate=2024-01-07&startKey=%5B%22%22%5D&sortcol=starttime&descending=true&maxrows=100&apikey=<key>More Columns:
https://<host>
/Apps/Reporting/v1/GetContactDataPoints_v4?startDate=2024-01-01&endDate=2024-01-07&startKey=%5B%22%22%5D&sortcol=starttime&descending=true&maxrows=100&columns=[%22masterid%22,%22sessionid%22,%22sysd%22,%22direction%22,%22channel%22,%22dest%22,%22ddesc_v2%22,%22orig%22,%22oname%22,%22qname%22,%22huser%22,%22preqt%22,%22qt%22,%22utalkt%22,%22cd%22,%22ht%22,%22ansd%22,%22routet%22,%22wrapt%22,%22odt%22,%22at%22,%22completed%22,%22ccode%22,%22recexpire%22,%22norec%22,%22callbreq%22,%22callbt%22,%22nntr%22,%22insl%22,%22fwd%22,%22den%22,%22team%22,%22disp%22,%22notes%22]&apikey=<key>masterid = Master SessionID
direction = Direction
channel = Channel Type
dest = Destination
ddesc_v2 = Destination Description
oname = Originator Name
qname = Queue
huser = User Name
team = Team
preqt = PreQueue Time
qt = Queue Time
utalkt = Talk Time
cd = Duration
ht = Handle Time
ansd = Answered Date
routet = Routing Time
wrapt = Wrap Time
odt = Outbound Dialing Time
at = Abandon Time
hdt = Hold Time
completed = Completed Date
ccode = Completion Code
deliverystatus = Text Message Delivery
in_msg_cnt = Inbound Text Count
out_msg_cnt = Outbound Text Count
recexpire = Recording Expiration Date
norec = Recording Opt Out
callbreq = Callback Requested
callbt = Callback Time
transt = Transfer Time
nntr = Discarded with No Response
insl = Answered in SLA
fwd = Forwarded
den = Denied
disp = Dispositions
notes = Notes
fucomments = Follow Up Comments
hup_disp = Disconnect Type
requecount = Requeue Count
custom_fields_json = Custom Fields
calltype = Call Type
User State Detail
Simple example:
https://<host>
/Apps/Reporting/v1/GetUserStateDetail?startDate=2024-01-01&endDate=20
24-01-07&onlyUserStates=false&apikey=<key>User State Summary
Simple example:
https://<host>
/Apps/Reporting/v1/GetUserStateSummary_v2?startDate=2024-01-01&endDat
e=2024-01-07&onlyUserStates=false&apikey=<key>.