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API Description

Authenticate

Authenticate user on server. In case of successful authentication the server sets session cookies.

Note that the user must have "Access Realtime Stats API", "View real-time agent metrics", and "View real-time service metrics", as well as to be assigned supervisor of the corresponding teams.

URI	https://{host:port}/statsapi/auth
HTTP Method	POST

Body:

{
    "tenant_url" : "<tenant_url>",
    "username" : "<username>",
    "password" : "<password>"
}

Response:

• 401 – Unauthorized
• 200 – OK

{
    "token": <token>
}

Create subscription

Creates subscription for specific set of metrics. Each client can have only one active subscription.

URI	https://{host:port}/statsapi/subscription
HTTP Method	POST

Body:

{
    "<app id>": {
        "stats_totals": ["statistic name" ], //array of statistics
        "service_grids": [//array of service grid definitions 
            {
                "id": "<grid Id>",
                "columns": [//array of stats for columns
                    {
                        "id": "<column id>",
                        "stat_name": "<statistic protocol name>|SUM", 
                        "sum_stat_names": ["<(optional)list of statistic protocol name for sum>"]
                    }
                ], 
                "order_by": "<column id>",
                "order_dir": "ASC|DESC",
                "limit": "<count of top records>",
                "filter_by": "<column id>",
                "filter_value": "<value>",
                "filter_operation": "EQ|NE|LT|GT|LE|GE"
            }
        ],
        "agent_grids": [ //array of agent grid definitions  
            {
                "id": "<grid Id>",
                "columns": [//array of stats for columns
                    {
                        "id": "<column id>",
                        "stat_name": "<statistic protocol name>|SUM", 
                        "dispositions": ["<(optional)list of dispositions>"],
                        "sum_stat_names": ["<(optional)list of statistic protocol name for sum>"]
                    }
                ], 
                "order_by": "<column id>",
                "order_dir": "ASC|DESC",
                "limit": "<count of top records>",
                "filter_by": "<column id>",
                "filter_value": "<value>",
                "filter_operation": "EQ|NE|LT|GT|LE|GE"
            }
        ]
        "chat_messages": {//top of internal chat messages  
        "filter": "<filter by message content>",
        "limit": "<count of top records>"
        },
    }
}

Response:

• 400 – Bad Request

{
    "error_code": <error code>,
    "error_message": "<error message>"
}

• 401 – Unauthorized
• 409 – limit of active subscriptions exceeded for tenant
• 200 – OK subscription was created

Delete subscription

Deletes active subscription, clears data cache on server

URI	https://{host:port}/statsapi/subscription/active
HTTP Method	DELETE

Get subscription data

Gets statistics data of an active subscription.

URI	https://{host:port}/statsapi/subscription/data
HTTP Method	GET

Response:

• 401 – Unauthorized
• 404 – Bad Request (There is no active subscription)
• 204 –No Content (Data is not ready yet)
• 200 – OK

{
    {
        "<app id>": {
        "stats_totals": {//array of single statistics
        "<statistic name>": <statistic value>
    }, 
    "service_grids": [//array of service grids 
        {
            "id": "<grid Id>",
            "values": [
                {
                    "<column id>": "<statistic value>"
                }
            ]
        }
    ],
    "agent_grids": [ //array of agent grids 
        {
            "id": "<grid Id>",
            "values": [
                {
                    "<column id>": "<statistic value>"
                }
            ]
        }
    ],
    "chat_messages": [
        {
            "id": "<message id>",
            "login_id": "<sender loginId>",
            "first_name": "<sender first name>",
            "last_name": "<sender last name>",
            "send_time": "<utc timestamp>",
            "is_urgent": "1|0",
            "content": "<chat message>"
        }
    ]
    }
}

Get dispositions

Gets disposition names for all supervised services.

URI	https://{host:port}/statsapi/cfg/dispositions
HTTP Method	GET

Url parameters:

• agentCanSelect = 1
• inbound = 1
• outbound = 1
• preview = 1

Response:

• 401 – Unauthorized
• 200 – OK

{
    "dispositions": ["<disposition name>", ...] 
}

Get available agents

Gets "true" or "false" value for agents ready to handle a specific service.

URI	https://{tenant_url:port}/statsapi/info/check_available_agents?service={service-name}
HTTP Method	GET

Note: No authentication or subscription is needed.

Response:

• 200 – OK

{
    “availability”: [ true | false ] 
}

• True – "Number of ready agents" > 0 for the specific service (i.e., at least one agent is available)
• False – "Number of ready agents" is 0 for the specific service (i.e., no agent is available)

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