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Agent Summary Statistics

API: agent_summary_stats


Description

This endpoint retrieves a summary of agent activity and performance statistics over the last day. It is useful for supervisors and managers to monitor agent productivity, call handling metrics, and time distribution across various call and pause states. This returns detailed data per agent, including call counts (manual, inbound, dialer), time spent in login, pause, talk, and break statuses, as well as call outcomes and user profile information.

🔗 URL

https://DOMAIN.croco-dial.net/goAPIv2/goReports/goAPI.php

Note: Replace DOMAIN with the specific domain you want to query.

📝 Required Parameters

Parameter Value Description
goAction agent_summary_stats Action to perform
goUser MyUser API authorized user.
goPass MyPass Authorized user's password.
responsetype json/xml Format of the response (json recommended).

Note: This endpoint uses body parameters for authentication instead of tokens or headers.

Request Examples:

GET:

curl -X GET "https://DOMAIN.croco-dial.net/goAPIv2/goReports/goAPI.php?goAction=agent_summary_stats&goUser=MyUser&goPass=MyPass&responsetype=json"

POST (Form Data)

If you prefer to send the data as form parameters:

curl -X POST "https://DOMAIN.croco-dial.net/goAPIv2/goReports/goAPI.php" \
  -H "Content-Type: application/x-www-form-urlencoded" \
  --data-urlencode "goAction=agent_summary_stats" \
  --data-urlencode "goUser=MyUser" \
  --data-urlencode "goPass=MyPass" \
  --data-urlencode "responsetype=json"

  Example Response

{
  "result": "success",
  "data": {
    "dates": "'2025-05-06' AND '2025-05-06 23:59:59'",
    "headers": [...],
    "rows": [
            {
                "USER": "user.example",
                "calls_handled": "8",
                "manual_calls": "0",
                "inbound_calls": "8",
                "dialer_calls": "0",
                "xfer_out": "0",
                "xfer_in": "0",
                "voicemail": "0",
                "denied": "0",
                "noa": "0",
                "sales": "0",
                "WIT": "0",
                "login_time": "18455",
                "pause": "8",
                "break": "853",
                "talk": "1847",
                "most_dispo": null,
                "portfolio": "AAA",
                "profile": "CUSTSERVICE"
            },
            {
                "USER": "user.example2",
                "calls_handled": "71",
                "manual_calls": "68",
                "inbound_calls": "3",
                "dialer_calls": "68",
                "xfer_out": "0",
                "xfer_in": "0",
                "voicemail": "0",
                "denied": "0",
                "noa": "0",
                "sales": "0",
                "WIT": "0",
                "login_time": "18709",
                "pause": "298",
                "break": "1877",
                "talk": "1640",
                "most_dispo": null,
                "portfolio": "BBB",
                "profile": "COLLECTIONS"
            },
        ...
      ]
  }
}


Data Fields per Agent

Field Description
USER Agent username
calls_handled Total number of calls handled
manual_calls Outbound manual calls
inbound_calls Calls received from inbound queues
dialer_calls Calls initiated by the dialer
xfer_out Calls transferred out by the agent
xfer_in Calls transferred to the agent
voicemail Voicemails left or received
denied Calls denied or blocked
noa Not answered (No Answer)
sales Calls marked as sales
WIT Calls marked with “WIT” disposition
login_time Total login time (in seconds)
pause Total pause time (in seconds)
break Total break time (in seconds)
talk Total talk time (in seconds)
most_dispo Most frequent call disposition
portfolio Associated portfolio name
profile Agent's role or function profile

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