Real-Time Statistics API Specification

Bright Pattern Documentation

Generated: 8/19/2022 4:53 am
Content is available under license unless otherwise noted.

API Description

Authenticate

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

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

URI

https://{host:port}/statsapi/auth

HTTP Method

POST

Body

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

Response

{
    "token": <token>
}

The token has the same value that is set in the server cookie. The cookie can also be supplied manually on a request using Cookie header.

Cookie:X-STATSAPI-TOKEN=88d41319-cb02-4d9a-a1f3-bd2611cd7f68; X-STATSAPI-TENANT=tenant.brightpattern.com; X-STATSAPI-LOGIN=john.smith

The cookie is valid until next user login into any wallboard (one cookie per user).


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

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


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

{
    {
        "<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

Response

{
    "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

{
    “availability”: [ true | false ] 
}


Next >

List of Statistics

The following is a grid view of all real-time statistics. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.


Protocol Name
Name
Applicable to object type
Campaign/Service type



Item
User
Team
Service
Aux Skill
Calling List
Calling List Quota
Inbound
Outb - Preview
Outb - Predictive
Email

Agents (in a team)

 

 

 

 

 

 

 

 

 

 

 

 

agents_logged

Logged-in agents

 
 
x
x
x
 
 
x
x
x
x

agents_busy

Busy agents

 
 
x
x
 
 
 
x
x
x
x

counted by "capacity" object

Number of interactions on agent

 
x
 
 
 
 
 
x
x
x
x

agents_busy_on_service

Agents busy with interactions of this service

 
 
 
x
 
 
 
x
x
 
x

agents_ready

Ready agents

 
 
x
x
x
 
 
x
x
x
x

agents_not_ready

Not Ready agents

 
 
x
x
 
 
 
x
x
x
x

agent_occupancy

Occupancy in campaign/service

 
x
x
x
 
 
 
x
x
x
x

agent_average_idle_time

Average idle time

 
x
x
x
 
 
 
x
x
x
x

agent_preview_duration

Time in Preview

 
x
 
 
 
 
 
 
x
 
 

agent_average_preview_time

Average Preview time

 
x
 
x
 
 
 
 
x
 
 

agent_success_ratio_per_day

My Success Rate

 
x
 
 
 
 
 
x
x
x
 

agent_total_break_time

My Break Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_busy_time

My Busy Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_ACW_time

My ACW Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_ready_time

My Ready Time

 
x
 
 
 
 
 
 
 
 
 

team_success_ratio_per_day

My Team Success Rate

 
 
x
 
 
 
 
x
x
x
 

Calendar entries

 

 
 
 
 
 
 
 
 
 
 
 

agent_calendar_pending

Calendar reminders

 
x
x
 
 
 
 
 
 
 
 

agent_calendar_overdue

Calendar reminders in the past

 
x
x
 
 
 
 
 
 
 
 

Calls (Inbound)

 

 

 

 

 

 

 

 

 

 

 

 

in_calls_received_per_day

Inbound interactions received for the day

 
 
 
x
 
 
 
x
 
 
x

in_transfers_received_per_day

Inbound transfers received for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_in_ivr

Inbound calls currently in IVR

 
 
 
x
 
 
 
x
 
 
 

in_calls_self_serviced_per_day

Inbound calls self serviced for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_in_ivr_per_day

Inbound calls abandoned in IVR for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_total_per_day

Inbound calls abandoned for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_percent_per_day

Percentage of inbound calls abandoned for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_in_ivr_per_day

Inbound calls dropped by system in IVR for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_queued_per_day

Inbound calls queued for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_first_time_queued_per_day

Inbound calls first time queued for the day

 
 
 
 
 
 
 
x
 
 
 

in_calls_waiting

Inbound interactions currently in queue

 
 
 
x
x
 
 
x
 
 
x

in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)

Inbound interactions currently in IVR, queue or on agents

 
 
 
x
 
 
 
x
 
 
x

in_calls_abandoned_in_queue_per_day

Inbound calls abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_in_queue_ratio_per_day

Percentage of inbound calls abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_short_abandoned_in_queue_per_day

Inbound calls short abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_short_abandoned_in_queue_ratio_per_day

Percentage of inbound calls short abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_in_queue_per_day

Inbound calls dropped by system in queue for the day

 
 
 
x
 
 
 
x
 
 
 

service_level

Percentage of inbound interactions answered in Service Level

 
 
 
x
 
 
 
x
 
 
x

service_level_target

Inbound Service Level target

 
 
 
x
 
 
 
x
 
 
x

service_level_threshold_time

Inbound Service Level threshold

 
 
 
x
 
 
 
x
 
 
x

in_max_wait_time

Max inbound wait time

 
 
 
x
x
 
 
x
 
 
 

in_ewt

Estimated wait time

 
 
 
x
 
 
 
x
 
 
 

in_calls_routed_per_day

Inbound calls routed to agents for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_ringing

Inbound calls currently ringing

 
 
 
x
 
 
 
x
 
 
 

in_calls_handled_per_day

Inbound interactions handled by agents for the day

 
x
x
x
 
 
 
x
 
 
x

in_calls_handled_percent_per_day

Percentage of inbound calls handled for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_first_time_handled_per_day

Unique Inbound calls handled by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_put_on_hold_per_day

Inbound interactions being put on hold by agent(s) for the day

 
x
 
 
 
 
 
x
 
 
 

in_calls_first_time_put_on_hold_per_day

Unique inbound interactions being put on hold by agent(s) for the day

 
x
 
 
 
 
 
x
 
 
 

in_calls_rejected_per_day

Inbound calls rejected or unanswered by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_abandoned_ringing_per_day

Inbound calls abandoned while ringing for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_ringing_per_day

Inbound calls dropped by system while ringing for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_active_on_agents (renamed from in_calls_talking)

Inbound interactions currently handled by agents

 
x
 
x
x
 
 
x
 
 
x

in_calls_disconnected_talking_per_day

Inbound calls released by callers for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_talking_per_day

Inbound calls released by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_duration_average_per_day

Inbound calls duration average for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_duration_total_per_day

Inbound calls duration total for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_transferred_per_day

Inbound interactions transferred by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_average_speed_of_answer

For calls, average speed of answer. For emails, average time to reply

 
 
 
x
 
 
 
x
 
 
x

calls_average_handling_time_per_day

Average Handle time

 
x
x
 
 
 
 
x
x
x
x

calls_average_acw_time_per_day

Average ACW Time

 
x
x
x
 
 
 
x
x
x
 

agent_call_handling_rate

Call handling rate per hour

 
 
x
 
 
 
 
x
x
x
 

in_callbacks_requested_per_day

Callbacks requested for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_abandoned_per_day

Callbacks abandoned during colleciton of callback data for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_queued_per_day

Callbacks successfully scheduled for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_waiting

Callbacks currently waiting in queue

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_cancelled_per_day

Callbacks cancelled for the day

 
 
 
x
 
 
 
x
 
 
 


Callback attempts made for the day

 
x
 
x
 
 
 
x
 
 
 

in_callbacks_failed_per_day

Callback attempts failed for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_answered_per_day

Callbacks attempts reconnected to customers for the day

 
 
 
x
 
 
 
x
 
 
 

 

 

 
 
 
 
 
 
 
 
 
 
 

Records (lists, outbound campaigns, inbound services)

 

 

 

 

 

 

 

 

 

 

 

 

records_total

Total number of records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_completed

Completed records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_with_assigned_agents_completed

Completed records with personal agent assignments

 
X
 
X
 
X
 
 
X
 
 

records_remaining

Remaining records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_quota

Quota of successes for the calling list quota group

 
 
 
 
 
 
X
 
 
 
 

records_successes

Number of records with a success disposition

 
 
 
X
 
 
X
 
 
 
 

records_out_of_quota

Number of records in quota groups that reached quota limits

 
 
 
X
 
 
 
 
 
 
 

records_with_assigned_agents_remaining

Remaining rercords with personal agent assignments

 
X
 
X
 
X
 
 
X
 
 

records_in_dnc

Number of records excluded by DNC lists from Active Lists

 
 
 
X
 
X
 
 
X
X
 

records_attempted_per_day

Records attempted for the day

 
 
 
X
 
X
 
 
X
X
 

records_attempted_ratio_per_day

Percentage of records attempted for the day

 
 
 
X
 
X
 
 
X
X
 

records_accepted_per_day

Records previewed for the day

 
X
 
X
 
 
 
 
X
 
 

records_skipped_per_day

Records skipped for the day

 
X
 
X
 
 
 
 
X
 
 

records_skipped_ratio_per_day

Percentage of records skipped for the day

 
X
 
X
 
 
 
 
X
 
 

records_completed_per_day

Records completed for the day

 
 
 
X
 
X
 
 
X
X
 

records_completed_ratio_per_day

Percentage of records completed for the day

 
 
 
X
 
X
 
 
X
X
 

records_completed_ratio

Percentage of records completed in active lists

 
 
 
X
 
X
 
 
X
X
 

records_progress

Records state chart

 
 
 
X
 
X
 
 
X
X
 

records_dialable

Records Dialable Right Now

 
 
 
X
 
X
 
 
X
X
 

records_expired

Records Expired

 
 
 
X
 
X
 
 
X
X
 

Campaign state (Outbound)

 

 

 

 

 

 

 

 

 

 

 

 

out_campaign_mode

Campaign mode

 
 
 
 
 
 
 
 
X
X
 

out_campaign_duration_forecast

Estimated campaign duration

 
 
 
X
 
 
 
 
X
X
 

out_average_success_rate

Average Success Rate - percentage of successful call attempts

 
 
 
 
 
 
 
 
 
X
 

Dispositions

 

 

 

 

 

 

 

 

 

 

 

 

calls_dispositions_per_day

 

 
X
 
X
 
 
 
X
X
X
 

calls_dispositions_ratio_per_day

 

 
 
 
X
 
 
 
X
X
X
 

Calls (Outbound Dialer)

 

 

 

 

 

 

 

 

 

 

 

 

out_calls_current_call_rate

Outbound current calling rate

 
 
 
X
 
 
 
 
X
X
 

out_calls_placed_per_day

Outbound call attempts for the day

 
 
 
X
 
 
 
X
X
X
 

out_calls_in_progress

Outbound call attempts currently in progress

 
 
 
X
 
 
 
x
x
X
 

out_calls_failed_per_day

Outbound calls attemtps failed fo the day

 
 
 
x
 
 
 
x
x
x
 

out_calls_answered_per_day

Outbound successful calls attempts for the day

 
 
 
x
 
 
 
x
X
X
 

out_calls_answered_ratio_per_day

Percentage of outbound successful call attempts for the day

 
 
 
X
 
 
 
x
x
X
 

out_calls_in_ivr

Outbound calls currently in IVR

 
 
 
x
 
 
 
 
 
x
 

out_calls_self_serviced_per_day

Outbound calls self serviced for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_in_ivr_per_day

Outbound calls abandoned in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_abandoned_in_ivr_ratio_per_day

Percentage of outbound calls abandoned in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_in_ivr_per_day

Outbound calls dropped in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_queued_per_day

Outbound calls queued for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_waiting

Outbound calls currently in queue

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_in_queue_per_day

Outbound calls abandoned in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_abandoned_in_queue_ratio_per_day

Percentage of outbound calls abandoned in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_in_queue_per_day

Outbound calls dropped in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_unattended_per_day

Outbound answered calls that did not connect to agent in compliance time, per day

 
 
 
X
 
 
 
 
 
X
 

out_calls_unattended_ratio_per_day

Percentage of calls that did not connect to agent in compliance time, per day

 
 
 
x
 
 
 
 
 
x
 

out_calls_routed_per_day

Outbound calls routed to agents for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_ringing

Outbound calls delivered to agents and currently ringing

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_ringing_per_day

Outbound calls abandoned while ringing for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_ringing_per_day

Outbound calls dropped while ringing for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_duration_average_per_day

Outbound calls duration average for the day

 
x
 
x
 
 
 
 
x
x
 

out_calls_duration_total_per_day

Outbound calls duration total for the day

 
x
 
x
 
 
 
 
x
x
 

out_calls_rejected_per_day

Outbound calls rejected or unanswered by agents for the day

 
X
X
X
 
 
 
 
 
x
 

out_calls_handled_per_day

Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses.

 
x
x
x
 
 
 
 
 
x
x

out_calls_active_on_agents (renamed from out_calls_talking)

Outbound interactions currently handled by agents

 
 
 
x
 
 
 
 
x
x
x

out_calls_disconnected_talking_per_day

Outbound calls released by remote party for the day

 
 
 
x
 
 
 
 
x
x
 

out_calls_dropped_talking_per_day

Outbound calls released by agent for the day

 
 
 
x
 
 
 
 
x
x
 

out_calls_transferred_per_day

Outbound calls transferred by agents for the day

 
 
 
x
 
 
 
 
x
x
x

out_calls_in_progress (renamed from out_calls_in_progress_or_active)

Outbound interactions in any stage

 
 
 
x
 
 
 
 
x
x
 

out_calls_abandoned_per_day

Outbound calls abandoned at any stage for the day

 
 
 
X
 
 
 
X
 
X
 

out_calls_abandoned_ratio_per_day

Percentage of outbound calls abandoned at any stage for the day

 
 
 
X
 
 
 
X
 
X
 


Email

 

 
 
 
 
 
 
 
 
 
 
 

in_emails_joined_existing_queue

number of inbound emails joined to already existing case, per day

 
x
 
x
 
 
 
 
 
 
x

in_email_received_new_per_day

Inbound interactions received for the day for new cases

 
x
 
x
 
 
 
 
 
 
x

in_email_carried_over

Inbound emails carried over from previous day

 
x
 
x
 
 
 
 
 
 
x

in_email_carried_over_new

Inbound emails carried over from previous day for new cases

 
x
 
x
 
 
 
 
 
 
x

in_email_offered_per_day

Inbound emails offered to agent for the day

 
x
 
 
 
 
 
 
 
 
x

in_email_pulled_per_day

Inbound emails pulled by agent for the day

 
x
 
 
 
 
 
 
 
 
x

in_email_processed_replied_per_day

Inbound emails replied for the day

 
x
 
x
 
 
 
 
 
 
x

in_email_processed_noreply_per_day

Inbound emails closed without reply for the day

 
x
 
x
 
 
 
 
 
 
x

in_email_handled_new_per_day

Number of new emails processed by agents, including replied, closed without reply, transferred and service changes

 
x
 
x
 
 
 
 
 
 
x

in_email_waiting_in_personal_queues

Inbound emails currently on agents, saved in personal queues

 
x
 
x
 
 
 
 
 
 
x

in_email_waiting_in_pq_breached_sla

Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time

 
x
 
x
 
 
 
 
 
 
x

out_email_discarded_per_day

Number of unsolicited emails and follow-up responses started and discarded by agents for the day

 
x
 
x
 
 
 
 
 
 
x

out_email_waiting_in_personal_queues

Outbound emails currently on agents, saved in personal queues

 
x
 
 
 
 
 
 
 
 
x

in_service_changed_per_day

Number of interactions recategorized to a different service by agents

 
x
 
x
 
 
 
 
 
 
x

in_service_change_received_per_day

Number of interactions re-categorized from a different service by agents

 
 
 
x
 
 
 
 
 
 
x

Configuration and runtime attributes

 

 

 

 

 

 

 

 

 

 

 

 

item_id

 

X
 
 
 
 
 
 
 
 
 
 

user_id

 

 
X
 
 
 
 
 
 
 
 
 

team_id

 

 
X
X
 
 
 
 
 
 
 
 

service_id

 

X
 
 
X
 
 
 
 
 
 
 

list_id

 

 
 
 
 
 
X
 
 
 
 
 

name

 

 
 
X
X
 
X
 
 
 
 
 

firstname

 

 
X
 
 
 
 
 
 
 
 
 

lastname

 

 
X
 
 
 
 
 
 
 
 
 

login_id

 

 
X
 
 
 
 
 
 
 
 
 

extension

 

 
X
 
 
 
 
 
 
 
 
 

is_logged

 

 
X
 
 
 
 
 
 
 
 
 

login_time

 

 
X
 
 
 
 
 
X
X
X
 

acd_state

 

 
X
 
 
 
 
 
X
X
X
 

state_duration

 

 
X
 
 
 
 
 
X
X
X
 

reason

 

 
X
 
 
 
 
 
X
X
X
 

acd_next_state

 

 
X
 
 
 
 
 
X
X
X
 

next_reason

 

 
X
 
 
 
 
 
X
X
X
 

active_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_service_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_service_name

 

 
X
 
 
 
 
 
X
X
X
 

active_item_media_type

 

 
X
 
 
 
 
 
X
X
X
 

active_item_state

 

 
X
 
 
 
 
 
X
X
X
 

active_item_direction

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_name

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_firstname

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_lastname

 

 
X
 
 
 
 
 
X
X
X
 

active_item_is_flagged

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_user

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_mode

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitored_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_talk_duration

 

 
X
 
 
 
 
 
X
X
X
 

active_item_hold_duration

 

 
X
 
 
 
 
 
X
X
X
 

items

 

 
X
 
 
 
 
 
 
 
 
 

media_type

 

X
 
 
 
 
 
 
 
 
 
 

state

 

X
 
 
X
 
 
 
 
 
 
 

direction

 

X
 
 
 
 
 
 
 
 
 
 

service_name

 

X
 
 
 
 
 
 
 
 
 
 

party_name

 

X
 
 
 
 
 
 
 
 
 
 

party_firstname

 

X
 
 
 
 
 
 
 
 
 
 

party_lastname

 

X
 
 
 
 
 
 
 
 
 
 

is_flagged

 

X
 
 
 
 
 
 
 
 
 
 

qm_is_recording

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_user

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_mode

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_item_id

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitored_item_id

 

X
 
 
 
 
 
 
 
 
 
 

talk_duration

 

X
 
 
 
 
 
 
 
 
 
 

hold_duration

 

X
 
 
 
 
 
 
 
 
 
 

priority

 

 
 
 
 
 
X
 
 
 
 
 

state_reason

 

 
 
 
X
 
 
 
 
 
 
 

is_enabled

 

 
 
X
 
 
X
 
 
 
 
 

ratio

 

 
 
 
 
 
X
 
 
 
 
 

outbound_campaign_link_group

 

 
 
 
X