报表管理管理

自定义报表

文档地址

自定义报表可以实现呼叫中心,坐席,技能组,业务组各种时间维度的报表,推荐使用自定义报表

自定报表文档http://dev.icsoc.net/docs/api/cti-report/cti-report-new-api/

坐席操作明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/agentstate

接口参数

参数	说明	备注
info	筛选条件： {"filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_num":"1001",//坐席工号，名称 "ag_sta_type":1,//坐席状态，0或1 "group_id":0 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "1",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_num": "testst ",
        "group_id": "0",
        "ag_name": "",
        "ag_sta_type": "\u767b\u5f55",
        "ag_sta_reason": "",
        "ag_login_ip": "\u9759\u6001\u5750\u5e2d",
        "start_time": "2015-03-27 14:13:16",
        "duration": "00:00:32",
        "bend": "\u7ed3\u675f",
        "end_time": "2015-03-27 14:13:48"
    }]
}

结果字段说明

字段	说明
ag_num	坐席工号
group_id	业务组ID
ag_name	坐席名称
ag_sta_type	坐席状态类型（1、登录2、置忙）
ag_sta_reason	置忙原因ID
ag_login_ip	登录ip地址
start_time	开始时间
duration	状态持续时长
bend	是否中断
end_time	结束时间

呼出明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/callout

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time(如果是以结束时间来查询用end_start_time)":"2015-12-01 00:00:00", "end_time(如果是以结束时间来查询用end_end_time)":"2015-12-01 12:00:00", "ag_num":"1001", "result":0, "ag_phone":"8001", "cus_phone":"18292033110", "que_id":12, "group_id":1, "call_id":1231321 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "2",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_num": "abcd",
        "group_id": "0",
        "call_id": "def_12345678",
        "ag_name": "abcd",
        "ag_phone": "8001",
        "cus_phone": "18810439471",
        "que_name": "\u547c\u5165\u547c\u51fa",
        "start_time": "2015-04-03 18:15:07",
        "end_time": "2015-04-03 18:18:31",
        "ring_secs": "20",
        "conn_secs": "184",
        "all_secs": "204",
        "result": "0"
    }, {
        "ag_num": "abcd",
        "group_id": "0",
        "ag_name": "abcd",
        "ag_phone": "8001",
        "cus_phone": "18810439471",
        "que_name": "\u547c\u5165\u547c\u51fa",
        "start_time": "2015-04-03 18:20:17",
        "end_time": "2015-04-03 18:20:35",
        "ring_secs": "18",
        "conn_secs": "0",
        "all_secs": "18",
        "result": "1"
    }]
}

结果字段说明

字段	说明
ag_num	坐席工号
group_id	业务组ID
call_id	呼叫ID
ag_name	坐席名称
ag_phone	分机号
cus_phone	客户号码
que_name	技能组名称
start_time	开始时间
end_time	结束时间
ring_secs	振铃时长
conn_secs	通话时长
all_secs	总时长
result	呼叫结果

result(呼叫结果)说明

状态 说明
0	接通
1	振铃放弃
2	未接

呼入明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/callin

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time(如果是以结束时间来查询用end_start_time)":"2015-12-01 00:00:00", "end_time(如果是以结束时间来查询用end_end_time)":"2015-12-01 12:00:00", "ag_num":"1001", "result":0, "caller":"5630122", "called":"18292033110", "que_id":12, "group_id":1, "call_id":1231321 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "8",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_name": "",
        "group_id": "0",
        "call_id": "1001989",
        "server_num": "25252525",
        "caller": "13581583192",
        "called": "",
        "ag_num": "",
        "que_name": "",
        "start_time": "2015-04-17 13:37:06",
        "quein_time": "",
        "caller_areacode": "010",
        "caller_areaname": "\u5317\u4eac \u5317\u4eac",
        "called_areaname": "",
        "called_areacode": "",
        "conn_time": "",
        "end_time": "2015-04-17 13:37:06",
        "ivr_secs": "0",
        "wait_secs": "0",
        "conn_secs": "0",
        "all_secs": "0",
        "result": "1"
    }]
}

结果字段说明

字段	说明
ag_name	坐席名称
group_id	业务组ID
call_id	呼叫ID
server_num	服务号码
caller	主叫号码
called	被叫号码
ag_num	坐席工号
que_name	技能组名称
start_time	开始时间
quein_time	进技能组时间
caller_areacode	主叫区号
caller_areaname	主叫地区名
called_areaname	被叫地区名
called_areacode	被叫区号
conn_time	接通时间
end_time	结束时间
ivr_secs	IVR时长
wait_secs	技能组等待时长
conn_secs	通话时长
all_secs	总时长
result	呼叫结果

result(呼叫结果)说明

状态	说明
0	接通
1	IVR挂机
2	留言
3	未接通
4	未接通留言
5	排队溢出
9	非白名单号码
101	ivr超限
102	企业未启用
103	企业已过期
104	余额不足
105	不在接通时间内
106	未设置日程
107	企业不存在
108	黑名单
109	非白名单号码

单个呼入明细详情报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/transcall

接口参数

参数	说明	备注
call_id	呼叫ID	必须

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	call_id不能为空
200	ok

结果示例

{
    "code": "200",
    "message": "ok",
    "data": [{
        "que_name": "",
        "ag_num": "8019 ",
        "ag_phone": "35346346",
        "ent_que_time": "2015-04-17 13:37:06",
        "assign_time": "",
        "link_time": "",
        "end_time": "2015-04-17 13:37:06",
        "que_secs": "0",
        "ring_secs": "0",
        "conn_secs": "0",
        "all_secs": "0",
        "result": "\u672a\u8f6c\u6280\u80fd\u7ec4",
        "endresult": "\u672a\u8bbe\u7f6e"
    }]
}

结果字段说明

字段	说明
que_name	技能组名称
ag_name	坐席名称
ag_phone	坐席号码
ent_que_time	进技能组时间
assign_time	分配坐席时间
link_time	接通时间
end_time	结束时间
que_secs	排队时长
ring_secs	振铃时长
conn_secs	通话时长
all_secs	总时长
result	分配结果
endresult	结果

result(分配结果)说明

状态	说明
0	成功
1	主叫放弃
2	坐席未接
3	排队超时
4	排队溢出
5	无坐席溢出
11	用户挂机
12	坐席挂断
21	未转技能组

endresult(结果)说明

状态	说明
1	主叫放弃
2	坐席未接
3	排队超时
4	排队溢出
5	无坐席溢出
11	用户挂机
12	坐席挂断
21	未转技能组

坐席通话明细报表（实时）

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/agent_call

接口参数

参数	说明	备注
call_id	通话 id	必填
ag_num	坐席工号	选填

结果示例

{
    "code": 200,
    "message": "ok",
    "data": [
        {
            "ag_id": "123",
            "ag_num": "8419",
            "ag_name": "123",
            "que_id": "205115",
            "que_name": "售后服务",
            "group_id": "0",
            "serv_num": "01012341234",
            "user_sipcode": "0",
            "call_id": "6701000992688721234",
            "call_type": "呼出",
            "ext_id": "0",
            "agcdr_id": "6701000992709691234",
            "ag_phone": "8002",
            "cus_phone": "18512345678",
            "cus_phone_areacode": "010",
            "cus_phone_areaname": "北京 北京",
            "cus_phone_type": "MOBILE",
            "cus_phone_vendor": "unicom",
            "ag_phone_areacode": "",
            "ag_phone_areaname": "",
            "ag_phone_type": "",
            "ag_phone_vendor": "icsoc",
            "start_time": "2020-08-17 13:45:36",
            "conn_time": "1597643143",
            "end_time": "2020-08-17 13:46:14",
            "ring_secs": "5",
            "conn_secs": "31",
            "result": "0",
            "endresult": "其他",
            "record_file": "/var/recall/82/20200817/123/95/20200817134543-6701000992688721234-83333877-0-8002-18512345678.mp3",
            "evaluate": "-1",
            "record_mark": "1"
        }
    ]
}

坐席通话明细报表（准实时）

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/call 

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_num":"1001", "result":0, "ag_phone":"5630122", "cus_phone":"18292033110", "que_id":12, "call_type":13, "endresult":"未呼通", "call_id":"11022933", "group_id":1 } }	可选
search_after	分页 token，如果有此参数，将搜索此参数之后的数据，第一页可不用传此参数。例如: "fgsf213215dfasfafdsa"	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "1",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_num": "8006",
        "group_id": "0",
        "ag_name": "\u5f20\u4e09",
        "ag_phone": "8001",
        "cus_phone": "59000300",
        "que_name": "\u547c\u5165\u547c\u51fa",
        "call_type": "\u547c\u5165",
        "call_id": "1000522",
        "start_time": "2015-03-24 14:04:02",
        "cus_phone_areacode": "",
        "cus_phone_areaname": "",
        "end_time": "2015-03-24 14:04:21",
        "conn_secs": "11",
        "ag_phone_areacode": "",
        "ag_phone_areaname": "",
        "result": "0",
        "endresult": "\u7528\u6237\u6302\u65ad"
    }],
    "search_after": "fgsf213215dfasfafdsa" // 如果此参数不为 0 或 空，则表示获取下一页数据的 token，如果需要获取下一页数据，在参数上传入此参数即可
}

结果字段说明

字段	说明
ag_num	坐席工号
group_id	业务组ID
ag_name	坐席名称
ag_phone	坐席号码
cus_phone	客户号码
que_name	技能组名称
call_type	呼叫类型
call_id	呼叫ID
start_time	开始时间
cus_phone_areacode	客户号码区号
cus_phone_areaname	客户号码地区名
end_time	结束时间
conn_secs	通话时长
ag_phone_areacode	坐席号码区号
ag_phone_areaname	坐席号码地区名
result	呼叫结果
endresult	结果

call_type(呼叫类型)说明

状态	说明
1	呼出
2	呼入
3	呼出转接
4	呼入转接
5	呼出拦截
6	呼入拦截
7	被咨询
9	监听

result(呼叫结果)说明

状态	说明
0	接通
1	振铃放弃
2	未接

endresult(结果)说明

状态	说明
11	用户挂断
12	坐席挂断

咨询三方通话明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/conference

接口参数

参数	说明	备注
info	筛选条件：{ "filter": "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_ernum":"1002", "endresult":0, "call_phone":"18220211333", "ext_phone":"18220221333", "max_secs":50, "min_secs":10, "group_id":1 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "1",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_ernum": "8005",
        "group_id": "0",
        "call_phone": "18310132160",
        "que_name": "",
        "ag_ednum": "",
        "ext_phone": "13810280803",
        "start_time": "2015-04-22 13:15:09",
        "conn2_time": "",
        "conn1_secs": "0",
        "conn2_secs": "0",
        "conn_secs": "0",
        "endresult": "0",
        "ag_ername": "8005",
        "ag_edname": ""
    }]
}

结果字段说明

字段	说明
ag_ernum	坐席工号
group_id	业务组ID
call_phone	客户号码
que_name	技能组名称
ag_ednum	第三方坐席工号
ext_phone	第三方号码
start_time	开始时间
conn2_time	接通第三方时间
conn1_secs	第二段通话时长
conn2_secs	第三段通话时长
conn_secs	通话时长
endresult	呼叫结果
ag_ername	坐席名称
ag_edname	第三方坐席名称

endresult(呼叫结果)说明

状态 说明
0	挂断
1	转接
2	拦截

监听强插通话详单

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/monitor

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_ernum":"1002", "endresult":0, "call_phone":"18220211333", "ext_phone":"18220221333", "max_secs":50, "min_secs":10, "group_id":1 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "1",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_ernum": "8005",
        "group_id": "0",
        "call_phone": "8004",
        "que_name": "\u547c\u5165\u547c\u51fa",
        "ag_ednum": "8007",
        "ext_phone": "18310132160",
        "start_time": "2015-04-22 13:21:51",
        "conn2_time": "2015-04-22 13:22:08",
        "conn1_secs": "9",
        "conn2_secs": "3",
        "conn_secs": "12",
        "endresult": "2",
        "ag_ername": "8005",
        "ag_edname": "8007"
    }]
}

结果字段说明

字段	说明
ag_ernum	被监听坐席工号
group_id	业务组ID
call_phone	分机号
que_name	技能组名称
ag_ednum	监听坐席工号
ext_phone	客户号码
start_time	开始时间
conn2_time	接通第三方时间
conn1_secs	第二段通话时长
conn2_secs	第三段通话时长
conn_secs	通话时长
endresult	呼叫结果
ag_ername	被监听坐席名称
ag_edname	监听坐席名称

endresult(呼叫结果)说明

状态	说明
0	挂断
1	转接
2	拦截

漏话明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/lost

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "caller":"5829910", "server_num":"5829910", "group_id":1 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "10",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "caller": "13581583192",
        "que_name": "",
        "server_num": "25252525",
        "start_time": "2015-04-17 13:35:10",
        "caller_areacode": "",
        "caller_areaname": "",
        "reason": "IVR\u8d85\u9650"
    }]
}

结果字段说明

字段	说明
caller	主叫
que_name	技能组名称
server_num	服务号码
start_time	开始时间
caller_areacode	主叫区号
caller_areaname	主叫地区名
reason	漏话原因

reason(漏话原因)说明

状态	说明
1	IVR超限
2	未启用
3	过期
4	余额不足
5	不在接通时间
6	未设置日程
7	未找到企业
8	黑名单
9	非白名单号码
101	IVR挂机
102	留言
103	未接通
104	未接通留言
109	非白名单号码

技能组转移明细报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/detail/queuetranscall

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_num":"1003", "ag_phone":"8002", "cus_phone":"18290012211", "que_id":"2",//技能组id "que_id_trans":"3",//转移的技能组id "group_id":1 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": "1",
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_num": "8005 8005",
        "group_id": "0",
        "ag_name": "8005",
        "ag_phone": "18310132160",
        "cus_phone": "59000300",
        "que_name": "IVP\u7ec4",
        "start_time": "2015-04-22 13:36:00",
        "que_name_trans": "\u9910\u996e\u5ba2\u6237\u7ec4"
    }]
}

结果字段说明

字段	说明
ag_num	坐席工号
group_id	业务组ID
ag_name	坐席名称
ag_phone	坐席电话
cus_phone	客户电话
que_name	技能组名称
start_time	开始时间
que_name_trans	转入的技能组名称

呼叫中心整体话务(月)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/system/month

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12", "end_date":"2015-12" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": 1,
    "rows": [{
        "ivr_num": "964",
        "in_num": "340",
        "lost_num": "262",
        "lost_secs": "8509",
        "lost10_num": "68",
        "lost20_num": "121",
        "lost25_num": "139",
        "lost30_num": "152",
        "lost35_num": "172",
        "lost40_num": "181",
        "conn_num": "70",
        "queue_secs": "9975",
        "ring_num": "339",
        "ring_secs": "3119",
        "conn5_num": "39",
        "conn10_num": "53",
        "conn15_num": "60",
        "conn20_num": "62",
        "conn30_num": "67",
        "login_secs": "3004208",
        "conn_secs": "2309",
        "wait_secs": "6603",
        "deal_secs": "0",
        "start_date": "2015-04",
        "date": "2015-04",
        "in_rate": "35.27%",
        "avg_lostsecs": 32,
        "conn_rate": "20.59%",
        "avg_queuesecs": 29,
        "avg_ringsecs": 9,
        "agents": 2,
        "avg_connsecs": 33,
        "avg_waitsecs": 94,
        "avg_dealsecs": 127,
        "avg_num": 35,
        "work_rate": "0.3%",
        "conn5_rate": "55.71%",
        "conn10_rate": "75.71%",
        "conn15_rate": "85.71%",
        "conn20_rate": "88.57%",
        "conn30_rate": "95.71%",
        "lost10_rate": "25.95%",
        "lost20_rate": "46.18%",
        "lost25_rate": "53.05%",
        "lost30_rate": "58.02%",
        "lost35_rate": "65.65%",
        "lost40_rate": "69.08%"
    }]
}

结果字段说明

字段	说明
ivr_num	IVR呼入总量
in_num	呼入量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
login_secs	登录时长
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
start_date	开始时间
date	日期
in_rate	呼入呼叫率
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
avg_num	平均总量
work_rate	工作率
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率

呼叫中心整体话务(日)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/system/day

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "1289575",
        "vcc_id": "2",
        "time_stamp": "21",
        "start_date": "2015-12",
        "nowdate": "2015-12-21",
        "ivr_num": "2",
        "in_num": "0",
        "lost_num": "0",
        "lost_secs": "0",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "0",
        "queue_secs": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "conn5_num": "0",
        "conn10_num": "0",
        "conn15_num": "0",
        "conn20_num": "0",
        "conn30_num": "0",
        "login_secs": "6873",
        "conn_secs": "0",
        "wait_secs": "0",
        "deal_secs": "0",
        "date": "2015-12-21",
        "in_rate": "0%",
        "avg_lostsecs": "0",
        "conn_rate": "0%",
        "avg_queuesecs": "0",
        "avg_ringsecs": "0",
        "agents": 1,
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_dealsecs": 0,
        "avg_num": 0,
        "work_rate": "0%",
        "conn5_rate": "0%",
        "conn10_rate": "0%",
        "conn15_rate": "0%",
        "conn20_rate": "0%",
        "conn30_rate": "0%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业Id
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
nowdate	日期
ivr_num	IVR呼入总量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
login_secs	登录时长
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
date	日期
in_rate	呼入呼叫率
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
avg_num	平均总量
work_rate	工作率
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率

呼叫中心整体话务(小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/system/hour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "1427034",
        "vcc_id": "2",
        "time_stamp": "18",
        "start_date": "2015-12-21",
        "ivr_num": "1",
        "in_num": "0",
        "lost_num": "0",
        "lost_secs": "0",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "0",
        "queue_secs": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "conn5_num": "0",
        "conn10_num": "0",
        "conn15_num": "0",
        "conn20_num": "0",
        "conn30_num": "0",
        "login_secs": "0",
        "conn_secs": "0",
        "wait_secs": "0",
        "deal_secs": "0",
        "date": "2015-12-21 18\u65f6",
        "in_rate": "0%",
        "avg_lostsecs": "0",
        "conn_rate": "0%",
        "avg_queuesecs": "0",
        "avg_ringsecs": "0",
        "agents": 0,
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_dealsecs": 0,
        "avg_num": "0",
        "work_rate": "0%",
        "conn5_rate": "0%",
        "conn10_rate": "0%",
        "conn15_rate": "0%",
        "conn20_rate": "0%",
        "conn30_rate": "0%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业Id
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
ivr_num	IVR呼入总量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
login_secs	登录时长
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
date	日期
in_rate	呼入呼叫率
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率

呼叫中心整体话务(半小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/system/halfhour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "1552473",
        "vcc_id": "2",
        "time_stamp": "36",
        "start_date": "2015-12-21",
        "ivr_num": "1",
        "in_num": "0",
        "lost_num": "0",
        "lost_secs": "0",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "0",
        "queue_secs": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "conn5_num": "0",
        "conn10_num": "0",
        "conn15_num": "0",
        "conn20_num": "0",
        "conn30_num": "0",
        "login_secs": "0",
        "conn_secs": "0",
        "wait_secs": "0",
        "deal_secs": "0",
        "date": "2015-12-21 18:00",
        "in_rate": "0%",
        "avg_lostsecs": "0",
        "conn_rate": "0%",
        "avg_queuesecs": "0",
        "avg_ringsecs": "0",
        "agents": 0,
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_dealsecs": 0,
        "avg_num": "0",
        "work_rate": "0%",
        "conn5_rate": "0%",
        "conn10_rate": "0%",
        "conn15_rate": "0%",
        "conn20_rate": "0%",
        "conn30_rate": "0%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业Id
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
ivr_num	IVR呼入总量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
login_secs	登录时长
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
date	日期
in_rate	呼入呼叫率
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率

技能组话务(月)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/queue/month

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12", "end_date":"2015-12", "que_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": 1,
    "rows": [{
        "in_num": "139",
        "lost_num": "91",
        "lost_secs": "1634",
        "lost10_num": "38",
        "lost20_num": "70",
        "lost25_num": "74",
        "lost30_num": "79",
        "lost35_num": "84",
        "lost40_num": "86",
        "conn_num": "48",
        "queue_secs": "2194",
        "ring_num": "127",
        "ring_secs": "1201",
        "conn5_num": "30",
        "conn10_num": "39",
        "conn15_num": "43",
        "conn20_num": "44",
        "conn30_num": "46",
        "conn_secs": "1446",
        "wait_secs": "1247",
        "deal_secs": "0",
        "lost1_num": "0",
        "lost1_secs": "0",
        "lost3_num": "0",
        "lost3_secs": "0",
        "lost4_num": "0",
        "lost4_secs": "0",
        "lost5_num": "0",
        "lost5_secs": "0",
        "queue_id": "2",
        "queue_name": "\u547c\u5165\u547c\u51fa",
        "start_date": "2015-04",
        "date": "2015-04",
        "queue_in_num": 139,
        "avg_lostsecs": 18,
        "conn_rate": "34.53%",
        "avg_queuesecs": 16,
        "avg_ringsecs": 9,
        "avg_connsecs": 30,
        "avg_waitsecs": 26,
        "avg_dealsecs": 56,
        "conn5_rate": "62.5%",
        "conn10_rate": "81.25%",
        "conn15_rate": "89.58%",
        "conn20_rate": "91.67%",
        "conn30_rate": "95.83%",
        "lost10_rate": "41.76%",
        "lost20_rate": "76.92%",
        "lost25_rate": "81.32%",
        "lost30_rate": "86.81%",
        "lost35_rate": "92.31%",
        "lost40_rate": "94.51%",
        "avg_lost1_secs": "0",
        "avg_lost3_secs": "0",
        "avg_lost4_secs": "0",
        "avg_lost5_secs": "0"
    }]
}

结果字段说明

字段	说明
in_num	呼入量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
lost(x)_num	(x)s放弃量
lost(x)_secs	(x)s放弃时长
queue_id	技能组ID
queue_name	技能组名称
start_date	开始时间
date	日期
queue_in_num	技能组进线量
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率
avg_lost(x)_secs	平均(x)s放弃时长

技能组话务(日)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/queue/day

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01", "que_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "20523",
        "vcc_id": "2",
        "queue_id": "616",
        "queue_name": "\u8d22\u52a1\u7ec4",
        "time_stamp": "18",
        "start_date": "2015-12",
        "nowdate": "2015-12-18",
        "in_num": "2",
        "lost_num": "1",
        "lost_secs": "61",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "1",
        "queue_secs": "66",
        "ring_num": "1",
        "ring_secs": "5",
        "conn5_num": "1",
        "conn10_num": "1",
        "conn15_num": "1",
        "conn20_num": "1",
        "conn30_num": "1",
        "conn_secs": "1",
        "wait_secs": "5",
        "deal_secs": "0",
        "lost1_num": "0",
        "lost1_secs": "0",
        "lost3_num": "1",
        "lost3_secs": "61",
        "lost4_num": "0",
        "lost4_secs": "0",
        "lost5_num": "0",
        "lost5_secs": "0",
        "date": "2015-12-18",
        "queue_in_num": 2,
        "avg_lostsecs": 61,
        "conn_rate": "50%",
        "avg_queuesecs": 33,
        "avg_ringsecs": 5,
        "avg_connsecs": 1,
        "avg_waitsecs": 5,
        "avg_dealsecs": 6,
        "conn5_rate": "100%",
        "conn10_rate": "100%",
        "conn15_rate": "100%",
        "conn20_rate": "100%",
        "conn30_rate": "100%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%",
        "avg_lost1_secs": "0",
        "avg_lost3_secs": 61,
        "avg_lost4_secs": "0",
        "avg_lost5_secs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业ID
queue_id	技能组ID
queue_name	技能组名称
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
nowdate	日期
in_num	呼入量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
lost(x)_num	(x)s放弃量
lost(x)_secs	(x)s放弃时长
date	日期
queue_in_num	技能组进线量
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率
avg_lost(x)_secs	平均(x)s放弃时长

技能组话务(小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/queue/hour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01", "que_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "22147",
        "vcc_id": "2",
        "queue_id": "616",
        "queue_name": "\u8d22\u52a1\u7ec4",
        "time_stamp": "11",
        "start_date": "2015-12-18",
        "in_num": "2",
        "lost_num": "1",
        "lost_secs": "61",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "1",
        "queue_secs": "66",
        "ring_num": "1",
        "ring_secs": "5",
        "conn5_num": "1",
        "conn10_num": "1",
        "conn15_num": "1",
        "conn20_num": "1",
        "conn30_num": "1",
        "conn_secs": "1",
        "wait_secs": "5",
        "deal_secs": "0",
        "lost1_num": "0",
        "lost1_secs": "0",
        "lost3_num": "1",
        "lost3_secs": "61",
        "lost4_num": "0",
        "lost4_secs": "0",
        "lost5_num": "0",
        "lost5_secs": "0",
        "date": "2015-12-18 11\u65f6",
        "queue_in_num": 2,
        "avg_lostsecs": 61,
        "conn_rate": "50%",
        "avg_queuesecs": 33,
        "avg_ringsecs": 5,
        "avg_connsecs": 1,
        "avg_waitsecs": 5,
        "avg_dealsecs": 6,
        "conn5_rate": "100%",
        "conn10_rate": "100%",
        "conn15_rate": "100%",
        "conn20_rate": "100%",
        "conn30_rate": "100%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%",
        "avg_lost1_secs": "0",
        "avg_lost3_secs": 61,
        "avg_lost4_secs": "0",
        "avg_lost5_secs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业Id
queue_id	技能组ID
queue_name	技能组名称
time_stamp	时间段
start_date	开始时间
in_num	呼入量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
lost(x)_num	(x)s放弃量
lost(x)_secs	(x)s放弃时长
date	日期
queue_in_num	进技能组量
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率
avg_lost(x)_secs	平均(x)s放弃时长

技能组话务(半小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/queue/halfhour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01", "que_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "24604",
        "vcc_id": "2",
        "queue_id": "613",
        "queue_name": "\u9500\u552e\u7ec4",
        "time_stamp": "18",
        "start_date": "2015-12-21",
        "in_num": "0",
        "lost_num": "0",
        "lost_secs": "0",
        "lost10_num": "0",
        "lost20_num": "0",
        "lost25_num": "0",
        "lost30_num": "0",
        "lost35_num": "0",
        "lost40_num": "0",
        "conn_num": "0",
        "queue_secs": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "conn5_num": "0",
        "conn10_num": "0",
        "conn15_num": "0",
        "conn20_num": "0",
        "conn30_num": "0",
        "conn_secs": "0",
        "wait_secs": "13",
        "deal_secs": "0",
        "lost1_num": "0",
        "lost1_secs": "0",
        "lost3_num": "0",
        "lost3_secs": "0",
        "lost4_num": "0",
        "lost4_secs": "0",
        "lost5_num": "0",
        "lost5_secs": "0",
        "date": "2015-12-21 09:00",
        "queue_in_num": 0,
        "avg_lostsecs": "0",
        "conn_rate": "0%",
        "avg_queuesecs": "0",
        "avg_ringsecs": "0",
        "avg_connsecs": "0",
        "avg_waitsecs": "13",
        "avg_dealsecs": 13,
        "conn5_rate": "0%",
        "conn10_rate": "0%",
        "conn15_rate": "0%",
        "conn20_rate": "0%",
        "conn30_rate": "0%",
        "lost10_rate": "0%",
        "lost20_rate": "0%",
        "lost25_rate": "0%",
        "lost30_rate": "0%",
        "lost35_rate": "0%",
        "lost40_rate": "0%",
        "avg_lost1_secs": "0",
        "avg_lost3_secs": "0",
        "avg_lost4_secs": "0",
        "avg_lost5_secs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业Id
queue_id	技能组ID
queue_name	技能组名称
time_stamp	时间段
start_date	开始时间
in_num	呼入量
lost_num	放弃量
lost_secs	放弃时长
lost10_num	10s放弃量
lost20_num	20s放弃量
lost25_num	25s放弃量
lost30_num	30s放弃量
lost35_num	35s放弃量
lost40_num	40s放弃量
conn_num	接通量
queue_secs	排队时长
ring_num	振铃数量
ring_secs	振铃时长
conn5_num	5s接通量
conn10_num	10s接通量
conn15_num	15s接通量
conn20_num	20s接通量
conn30_num	30s接通量
conn_secs	接通时长
wait_secs	等待时长
deal_secs	事后处理时长
lost(x)_num	(x)s放弃量
lost(x)_secs	(x)s放弃时长
date	日期
queue_in_num	进技能组量
avg_lostsecs	平均漏话时长
conn_rate	接通率
avg_queuesecs	平均排队时长
avg_ringsecs	平均振铃时长
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_dealsecs	平均事后处理时长
conn5_rate	5s接通率
conn10_rate	10s接通率
conn15_rate	15s接通率
conn20_rate	20s接通率
conn30_rate	30s接通率
lost10_rate	10s放弃率
lost20_rate	20s放弃率
lost25_rate	25s放弃率
lost30_rate	30s放弃率
lost35_rate	35s放弃率
lost40_rate	40s放弃率
avg_lost(x)_secs	平均(x)s放弃时长

坐席工作表现(月)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/agent/month

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12", "end_date":"2015-12", "ag_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": 1,
    "rows": [{
        "in_num": "41",
        "out_num": "7",
        "out_calls": "21",
        "out_secs": "4",
        "conn_secs": "662",
        "internal_num": "1",
        "ring_num": "111",
        "ring_secs": "-99958",
        "consult_num": "1",
        "consult_secs": "4",
        "hold_num": "0",
        "hold_secs": "0",
        "conference_num": "0",
        "conference_secs": "0",
        "shift_num": "0",
        "login_secs": "467523",
        "ready_secs": "439157",
        "busy_secs": "-26146",
        "wait_num": "101",
        "wait_secs": "155543",
        "ag_id": "41",
        "ag_num": "8001",
        "ag_name": "\u6d4b\u6d4b\u6d4b",
        "start_date": "2015-10",
        "agstanum58": 0,
        "agstaduration58": 0,
        "agstanum59": 0,
        "agstaduration59": 0,
        "agstanum73": 0,
        "agstaduration73": 0,
        "agstanum74": 0,
        "agstaduration74": 0,
        "agstanum76": 0,
        "agstaduration76": 0,
        "date": "2015-10",
        "agent": "8001 \u6d4b\u6d4b\u6d4b",
        "avg_connsecs": 14,
        "avg_waitsecs": 1540,
        "avg_callsecs": 3188,
        "avg_ringsecs": -901,
        "avg_consultsecs": 4,
        "avg_holdsecs": "0",
        "avg_consecs": "0",
        "busy_rate": "-5.59%",
        "work_rate": "33.41%",
        "total_ringsecs": "-99958",
        "total_waitsecs": "155543"
    }]
}

结果字段说明

字段	说明
in_num	呼入量
out_num	呼出量
out_calls	呼出总量
out_secs	呼出总时长
conn_secs	通话总时长
internal_num	内呼总量
ring_num	振铃数量
ring_secs	振铃时长
consult_num	咨询量
consult_secs	咨询时长
hold_num	保持量
hold_secs	保持时长
conference_num	会议量
conference_secs	会议时长
shift_num	转接量
login_secs	登录时长
ready_secs	就绪时长
busy_secs	置忙时长
wait_num	等待量
wait_secs	等待时长
agstanum+reason	置忙原因名称
agstaduration+reason	置忙原因持续时长
date	时间
agent	坐席
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_callsecs	平均呼叫时长
avg_ringsecs	平均振铃时长
avg_consultsecs	平均咨询时长
avg_holdsecs	平均保持时长
avg_consecs	平均接通时长
busy_rate	置忙率
work_rate	工作率
total_ringsecs	总振铃时长
total_waitsecs	总等待时长

坐席工作表现(日)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/agent/day

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01 ", "ag_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "512",
    "rows": [{
        "id": "2569193",
        "vcc_id": "2",
        "ag_id": "1215",
        "ag_name": "\u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "ag_num": "8001",
        "time_stamp": "21",
        "start_date": "2015-12",
        "nowdate": "2015-12-21",
        "in_num": "0",
        "out_num": "0",
        "out_calls": "0",
        "out_secs": "0",
        "conn_secs": "0",
        "internal_num": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "consult_num": "0",
        "consult_secs": "0",
        "hold_num": "0",
        "hold_secs": "0",
        "conference_num": "0",
        "conference_secs": "0",
        "shift_num": "0",
        "login_secs": "734",
        "ready_secs": "734",
        "busy_secs": "0",
        "wait_num": "0",
        "wait_secs": "0",
        "agstanum58": 0,
        "agstaduration58": 0,
        "agstanum59": 0,
        "agstaduration59": 0,
        "agstanum73": 0,
        "agstaduration73": 0,
        "agstanum74": 0,
        "agstaduration74": 0,
        "agstanum76": 0,
        "agstaduration76": 0,
        "date": "2015-12-21",
        "agent": "8001 \u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_callsecs": 0,
        "avg_ringsecs": "0",
        "avg_consultsecs": "0",
        "avg_holdsecs": "0",
        "avg_consecs": "0",
        "busy_rate": "0%",
        "work_rate": "0%",
        "total_ringsecs": "0",
        "total_waitsecs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业ID
ag_id	坐席ID
ag_name	坐席名称
ag_num	坐席工号
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
nowdate	日期
in_num	呼入量
out_num	呼出量
out_calls	呼出总量
out_secs	呼出总时长
conn_secs	通话总时长
internal_num	内呼总量
ring_num	振铃数量
ring_secs	振铃时长
consult_num	咨询量
consult_secs	咨询时长
hold_num	保持量
hold_secs	保持时长
conference_num	会议量
conference_secs	会议时长
shift_num	转接量
login_secs	登录时长
ready_secs	就绪时长
busy_secs	置忙时长
wait_num	等待量
wait_secs	等待时长
agstanum(x)	某置忙原因名称
agstaduration(x)	某置忙原因持续时长
date	时间
agent	坐席
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_callsecs	平均呼叫时长
avg_ringsecs	平均振铃时长
avg_consultsecs	平均咨询时长
avg_holdsecs	平均保持时长
avg_consecs	平均接通时长
busy_rate	置忙率
work_rate	工作率
total_ringsecs	总振铃时长
total_waitsecs	总等待时长

坐席工作表现(小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/agent/hour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01", "ag_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "2844410",
        "vcc_id": "2",
        "ag_id": "1215",
        "ag_name": "\u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "ag_num": "8001",
        "time_stamp": "17",
        "start_date": "2015-12-21",
        "in_num": "0",
        "out_num": "0",
        "out_calls": "0",
        "out_secs": "0",
        "conn_secs": "0",
        "internal_num": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "consult_num": "0",
        "consult_secs": "0",
        "hold_num": "0",
        "hold_secs": "0",
        "conference_num": "0",
        "conference_secs": "0",
        "shift_num": "0",
        "login_secs": "372",
        "ready_secs": "372",
        "busy_secs": "0",
        "wait_num": "0",
        "wait_secs": "0",
        "agstanum58": 0,
        "agstaduration58": 0,
        "agstanum59": 0,
        "agstaduration59": 0,
        "agstanum73": 0,
        "agstaduration73": 0,
        "agstanum74": 0,
        "agstaduration74": 0,
        "agstanum76": 0,
        "agstaduration76": 0,
        "date": "2015-12-21 17\u65f6",
        "agent": "8001 \u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_callsecs": 0,
        "avg_ringsecs": "0",
        "avg_consultsecs": "0",
        "avg_holdsecs": "0",
        "avg_consecs": "0",
        "busy_rate": "0%",
        "work_rate": "0%",
        "total_ringsecs": "0",
        "total_waitsecs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业ID
ag_id	坐席ID
ag_name	坐席名称
ag_num	坐席工号
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
in_num	呼入量
out_num	呼出量
out_calls	呼出总量
out_secs	呼出总时长
conn_secs	通话总时长
internal_num	内呼总量
ring_num	振铃数量
ring_secs	振铃时长
consult_num	咨询量
consult_secs	咨询时长
hold_num	保持量
hold_secs	保持时长
conference_num	会议量
conference_secs	会议时长
shift_num	转接量
login_secs	登录时长
ready_secs	就绪时长
busy_secs	置忙时长
wait_num	等待量
wait_secs	等待时长
agstanum(x)	某置忙原因名称
agstaduration(x)	某置忙原因持续时长
date	时间
agent	坐席
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_callsecs	平均呼叫时长
avg_ringsecs	平均振铃时长
avg_consultsecs	平均咨询时长
avg_holdsecs	平均保持时长
avg_consecs	平均接通时长
busy_rate	置忙率
work_rate	工作率
total_ringsecs	总振铃时长
total_waitsecs	总等待时长

坐席工作表现(半小时)报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/agent/halfhour

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_date":"2015-12-01", "end_date":"2015-12-01", "ag_id":"1,23,4" } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
200	ok

结果示例

{
    "code": 200,
    "total": 1,
    "page": 1,
    "records": "1",
    "rows": [{
        "id": "3095493",
        "vcc_id": "2",
        "ag_id": "1215",
        "ag_name": "\u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "ag_num": "8001",
        "time_stamp": "35",
        "start_date": "2015-12-21",
        "in_num": "0",
        "out_num": "0",
        "out_calls": "0",
        "out_secs": "0",
        "conn_secs": "0",
        "internal_num": "0",
        "ring_num": "0",
        "ring_secs": "0",
        "consult_num": "0",
        "consult_secs": "0",
        "hold_num": "0",
        "hold_secs": "0",
        "conference_num": "0",
        "conference_secs": "0",
        "shift_num": "0",
        "login_secs": "372",
        "ready_secs": "372",
        "busy_secs": "0",
        "wait_num": "0",
        "wait_secs": "0",
        "date": "2015-12-21 17:30",
        "agent": "8001 \u65e0\u9521\u975e\u5de5\u4f5c\u65f6\u95f4",
        "avg_connsecs": "0",
        "avg_waitsecs": "0",
        "avg_callsecs": 0,
        "avg_ringsecs": "0",
        "avg_consultsecs": "0",
        "avg_holdsecs": "0",
        "avg_consecs": "0",
        "busy_rate": "0%",
        "work_rate": "0%",
        "total_ringsecs": "0",
        "total_waitsecs": "0"
    }]
}

结果字段说明

字段	说明
id	记录ID
vcc_id	企业ID
ag_id	坐席ID
ag_name	坐席名称
ag_num	坐席工号
time_stamp	时间段（0 00:00~00:30 1 00:30~1:00）
start_date	开始时间
in_num	呼入量
out_num	呼出量
out_calls	呼出总量
out_secs	呼出总时长
conn_secs	通话总时长
internal_num	内呼总量
ring_num	振铃数量
ring_secs	振铃时长
consult_num	咨询量
consult_secs	咨询时长
hold_num	保持量
hold_secs	保持时长
conference_num	会议量
conference_secs	会议时长
shift_num	转接量
login_secs	登录时长
ready_secs	就绪时长
busy_secs	置忙时长
wait_num	等待量
wait_secs	等待时长
date	时间
agent	坐席
avg_connsecs	平均通话时长
avg_waitsecs	平均等待时长
avg_callsecs	平均呼叫时长
avg_ringsecs	平均振铃时长
avg_consultsecs	平均咨询时长
avg_holdsecs	平均保持时长
avg_consecs	平均接通时长
busy_rate	置忙率
work_rate	工作率
total_ringsecs	总振铃时长
total_waitsecs	总等待时长

技能组来电分配报表

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/inallot

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "result":0 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": 4,
    "data": [{
        "que_name": "\u9910\u996e\u5ba2\u6237\u7ec4",
        "num": "13",
        "rate": "1.24%"
    }, {
        "que_name": "\u9500\u552e\u7ec4",
        "num": "7",
        "rate": "0.67%"
    }, {
        "que_name": "\u8f6c\u6280\u80fd\u7ec4",
        "num": "72",
        "rate": "6.88%"
    }, {
        "que_name": "\u8d22\u52a1\u7ec4",
        "num": "8",
        "rate": "0.76%"
    }]
}

结果字段说明

字段	说明
que_name	技能组名称
num	分配数量
rate	分配率

满意度评价汇总

接口地址

POST http://m.icsoc.net/v2/wintelapi/data/evaluatecollec

接口参数

参数	说明	备注
info	筛选条件：{ "filter":{ "start_time":"2015-12-01 00:00:00", "end_time":"2015-12-01 12:00:00", "ag_num":"1002", "que_id":1, "call_type":2, "group_id":0 } }	可选

结果编码说明

code	说明
401	企业代码为空
402	企业代码不存在
403	info格式非json
404	开始日期不正确
405	结束日期不正确
406	权限内无任何数据
200	ok

结果示例

{
    "code": 200,
    "message": "ok",
    "total": 1,
    "page": 1,
    "total_pages": 1,
    "data": [{
        "ag_id": "1217",
        "ag_num": "8004",
        "ag_name": "Wen Yu Shang",
        "num": "10",
        "defeat": "10",
        "success": "0",
        "e-1": "5",
        "e-2": "0",
        "e-3": "0",
        "e-4": "5",
        "e0": "0",
        "e1": "0",
        "e2": "0",
        "e3": "0",
        "e4": "0",
        "e5": "0",
        "e6": "0",
        "e7": "0",
        "e8": "0",
        "e9": "0"
    }]
}

结果字段说明

字段	说明
ag_id	坐席ID
ag_num	坐席工号
ag_name	坐席名称
num	评价总数
defeat	失败数
success	成功数
e-1	按1键评价
e-2	按2键评价
e-3	按3键评价
e-4	按4键评价
e0	0
e1	1
e2	2
e3	3
e4	4
e5	5
e6	6
e7	7
e8	8
e9	9