Key Messaging Metrics API — Agent View | LivePerson Developer Center

The Agent View method retrieves messaging metrics for agents currently logged in (when no agent status filters are applied, by default will be ONLINE, BACK SOON and AWAY).

Agents and their metrics will be provided only for those who belong to groups visible to the requesting user, have a max slot configuration greater than zero, and are neither deleted nor manually disabled.

The API provides partial support for analytics on OFFLINE agents.

Definition: An agent is considered OFFLINE if they are currently in the OFFLINE state and entered that state between the specified fromDate and the current time.
To retrieve metrics for offline agents, you must include "effectiveAgentStatus": "OFFLINE" in the request body.

Request

Method	URL
POST	https://{domain}/manager_workspace/api/account/{accountId}/agent_view?offset=0&limit=50&sort=agentLoad:asc

URL Parameters

Name	Description	Type/Value	Required	Notes
sort	Sort the results based on a given metric in a predefined order.	string	Optional	Default value: agentId:asc Valid sort values: agentLoad closedConversations avgTimeToResponse avgTimeToFirstResponseFirstAssignment avgTimeToFirstResponseAllAssignments totalTimeToFirstResponseAllAssignments avgWaitTime avgWaitTimeFirstResponse totalWaitTimeFirstResponse assignedConversations activeConversations concludedConversations closedRate transferRate intentMatchedRate pendingAgentResponseRate agentName agentStatus agentCurrentStatusReasonStartTime csat fcr nps maxSlots fcrWithoutSkip agentChannelType Valid order values: asc/desc
offset	The offset specifies from which record to retrieve the data.	numeric	Optional	Default is 0.
limit	Max amount of agents to be received in the response.	numeric	Optional	Default is 50.

Note: Total supported results is 1000, meaning offset+limit can't exceed 1000.

BODY Parameters

Name	Description	Type/Value	Required	Notes
filters	Contains parameters to filter by.	Container	Required
includeAgentMetadata	Indicates whether the response should include agent's metadata.	Boolean	Optional	Default value: true.
metricsToRetrieveByTime	List of metrics that are calculated for the given time range	Array `<String>`	Optional	Valid values: closed_conversations avg_wait_time avg_wait_time_first_response total_wait_time_first_response avg_time_to_response avg_time_to_first_response_first_assignment avg_time_to_first_response_all_assignments total_time_to_first_response_all_assignments transfer_rate closed_rate fcr_without_skip concluded_conversations transfers back_to_queue agent_status_duration agent_status_with_reason_duration agent_login_duration agent_online_duration closed_by_agent closed_by_consumer auto_closed intent_matched_rate fcr nps csat avg_conversations_duration agent_responses_outside_sl total_num_of_agent_responses agent_responses_outside_sl_rate
metricsToRetrieveCurrentValue	List of metrics retrieving the current value, not influenced by time	Array `<String>`	Optional	Valid values: active_conversations assigned_conversations agent_load agent_channel_type agent_current_status agent_current_status_start_time agent_current_status_reason agent_current_status_reason_start_time pending_agent_response pending_agent_response_rate available_slots max_slots agent_busy_slots agent_ringing_slots

filters info

Name	Description	Type/Value	Required	Notes
time {from, to}	Represents events time.	long — epoch time in milliseconds.	Required	Including bounds. From/to value is rounded to the last/next 1 minutes, respectively. Time range is limited up to the last 24 hours.
agentIds	An array of agent IDs.	Array `<String>`	Optional	Numeric String
agentGroupIds	An array of agent group IDs.	Array `<String>`	Optional	Numeric String
agentSkillIds	An array of skill IDs.	Array `<String>`	Optional	The agent's configured skills. This filter impacts the returned agents' population so that only agents which are assigned to the given skills will be returned. These are numeric Strings
userTypes	Type of the user conducting of the conversation.	alphanumeric	Optional	Valid values: SYSTEM, HUMAN, BOT.
effectiveAgentStatus	Current agent availablity.	Array `<String>`	Optional	Valid values: ONLINE, OFFLINE, AWAY, BACK_SOON. OFFLINE agents population will include agents which were logged in within the selected time frame and are currently logged out. Default value: ["ONLINE","BACK_SOON","AWAY"]

Request body — JSON example:

{
    "filters": {
        "time": {
            "from": 1573378572695,
            "to": 1573464967376
        },
        "agentIds": [
            "2434634412"
        ],
        "agentGroupIds": [
            "-1"
        ],
        "agentSkillIds": [
            "2434921912"
        ],
        "userTypes": [
            "HUMAN"
        ],
        "effectiveAgentStatus": [
            "ONLINE",
            "BACK_SOON",
            "AWAY"
        ]
    },
    "includeAgentMetadata": "true",
    "metricsToRetrieveCurrentValue": [
    	"agent_load",
        "active_conversations",
        "assigned_conversations",
        "agent_current_status",
        "agent_current_status_start_time",
        "agent_current_status_reason",
        "agent_current_status_reason_start_time"
    ],
    "metricsToRetrieveByTime": [
        "closed_conversations",
        "avg_wait_time",
        "avg_wait_time_first_response",
        "avg_time_to_response",
        "avg_time_to_first_response_first_assignment",
        "agent_status_duration"
    ]
}

Response

Name	Description	Type/Value
metadata	All response-related Metadata.	container
agentViewRecords	List of agents' records.	container

metadata info:

Name	Description	Type/Value
count	Number of agents returned based on the given filtering params	long

agentViewRecords info

Name	Description	Type/ Value	Notes
agentMetadata	Agent's configuration data.	container
agentId	The id of the agent.	String
agentGroupId	The group the agent is assigned to.	long
agentCurrentStatus	The current status of the agent.	String
agentCurrentStatusStartTime	The start time of the current status as timestamp. Can be used for duration calculation.	Long
agentCurrentStatusStartTimeHumanReadable	The start time of the current status in human-readable format.	String
agentCurrentStatusReason	The current status reason in case of AWAY status
agentCurrentStatusReasonStartTime	The start time of the current status reason as timestamp. Can be used for duration calculation.	Long
agentCurrentStatusReasonStartTimeHumanReadable	The start time of the current status reason in human-readable format.	String
activeConversations	The current active conversations of the agent.	Long
assignedConversations	The current open conversations that are assigned to the agent	Long
agentLoad	The current load of the agent, including bot agents.	Double
agentChannelType	An indication of whether the agent is classified as a voice bot agent or a different type of agent: 1) If the agent is a voice bot agent, the value will appear as ‘VOICE’. 2) Any other type of agent will appear as ‘MESSAGING’.	String
avgWaitTime	The average time difference in millis between each human agent response and consumer message (first message in a seq) during the conversation, including transfers within the selected timeframe.	Double
avgWaitTimeFirstResponse	The average time difference in millis between the first human agent response and the first consumer message in the conversation (does not include transfers) within the selected timeframe.	Double
totalWaitTimeFirstResponse	The total time in millis consumers wait for the first human response in a conversation. Attributed to the skill and group at the time of response.	Long
avgTimeToResponse	The average time difference in millis between each human agent response and consumer message (first message in a seq) during the conversation, including transfers within the selected timeframe. This value doesn't include the queue time before the agent assignment.	Double
avgTimeToFirstResponseFirstAssignment	The average time difference in millis between the first human agent response and the first human agent assignment within the selected timeframe.	Double
avgTimeToFirstResponseAllAssignments	The average time difference in millis between the first human agent response and the human agent assignment after every human agent assignment during the conversation within the selected timeframe.	Double
totalTimeToFirstResponseAllAssignments	The total time difference in millis between the first human agent response and the human agent assignment after every human agent assignment during the conversation within the selected timeframe.	Long
closedConversations	The number of conversations that were closed within the selected timeframe.	Long
agentStatusDurationList	Agent status duration grouped by login status (Online / BackSoon / Away) within the selected timeframe.	Array `<StatusDuration>`	Freshness: 1 minute, does not include offline status and bots
agentStatusWithReasonDurationList	Agent status duration grouped by login status (Online / BackSoon / Away), and by away reason, within the selected timeframe.	Array `<StatusDuration>`	Freshness: 1 minute, does not include offline status and bots
loginDuration	Agent login duration (Online / BackSoon / Away) within the selected timeframe.	Long	Freshness: 1 minute, does not include bots
transfers	The number of escalated conversation with Skill or Agent reason, within the selected timeframe.	Long
backToQueue	The number conversations that were transferred back to queue within the selected timeframe.	Long
csat	The ratio bwtween the number of questions which were answered with 4 or 5 (top two boxes) to the total responses submitted by consumers to a CSAT question within the selected timeframe.	Double
avgConversationsDuration	The average handling time of closed conversations within the selected timeframe.	Long
onlineDuration	Agent online duration within the selected timeframe.	Long	Freshness: 1 minute, does not include bots
transferRate	transfers / concludedConversations within the selected timeframe.	Double
closeRate	closedConversations / concludedConversations within the selected timeframe.	Double
concludedConversations	The total number of conversations that were transferred or closed by the agent within the selected timeframe.	Long
pendingAgentResponse	The total number of conversations that are pending for agent response.	Long
pendingAgentResponseRate	pendingAgentResponse / assignedConversations	Double
closedByAgent	The number of conversations closed by the agent within the selected timeframe.	Long
closedByConsumer	The number of conversations closed by the consumer within the selected timeframe.	Long
autoClosed	The number of conversations automatically closed within the selected timeframe.	Long
intentMatchedRate	The number of matched intents out of the total messages in the conversation within the selected timeframe.	Long
maxSlots	Agent's configured max slots.	Long
busySlots	The agents’ number of busy slots out of the total slots the agent has configured.	Double
ringingSlots	Number of ringing slots.The number of conversations that are waiting in the agents’ queue(Not the skill queue)	Long
availableSlots	The number of currently available slots. Note: this metric relevant for online human agent.	Long
agentResponsesOutsideSl	The number of agents' responses that were sent after the consumer sent a message in the entire conversations outside configured SL within the selected timeframe.	Long
totalNumberOfAgentResponses	Total number of agents' responses that were sent after the consumer sent a message in the entire conversations outside and within configured SL within the selected timeframe.	Long
agentResponsesOutsideSlRate	agentResponsesOutsideSl / totalNumberOfAgentResponses within the selected timeframe.	Double
fcr	first contact resolution	Double	total responses that are yes/ all total responses(Yes, No, Skip)
fcrWithoutSkip	first contact resolution without skip	Double	total responses that are 'Yes'/ all yes and no responses excluding skip

agentMetadata info

Name	Description	Type/Value
agentName	Agent's name	String
agentNickname	Agent's nickname	String
agentLoginName	Agnet's login name	String
agentGroupName	The name of the group the agent is assigned to	String
agentPictureUrl	Agent's picture url	String
configuredMaxSlots	Agent's configured max slot	Long
agentSkills	Agent's configured skills	Array `<Skill>`
employeeId	Agents’ employee ID	String

skill info

Name	Description	Type/Value
skillId	Skill Id	Long
skillName	Skill name	Stirng

statusDuration info

Name	Description	Type/Value
agentStatus	(ONLINE / BACK_SOON / AWAY)	String
agentStatusDuration	status duration in ms	Long
agentStatusReasonId	(NA / away reason id)	String

Response DTO — JSON example:

{
    "metadata": {
        "count": 2,
        "self": {
            "rel": "self",
            "href": "https://lp-agentmngworkspace-qa.dev.lprnd.net/manager_workspace/api/account/le79144597/agent_view?offset=0&limit=1&sort=agentLoad:desc"
        },
        "next": {
            "rel": "next",
            "href": "https://lp-agentmngworkspace-qa.dev.lprnd.net/manager_workspace/api/account/le79144597/agent_view?offset=1&limit=1&sort=agentLoad:desc"
        },
        "last": {
            "rel": "last",
            "href": "https://lp-agentmngworkspace-qa.dev.lprnd.net/manager_workspace/api/account/le79144597/agent_view?offset=1&limit=1&sort=agentLoad:desc"
        }
    },
    "agentViewRecords": [
        {
            "agentId": "2434634412",
            "agentGroupId": -1,
            "agentCurrentStatus": "ONLINE",
            "agentCurrentStatusStartTime": 1597063917599,
            "agentCurrentStatusReasonId": "NA",
            "agentCurrentStatusReasonStartTime": 1597063919759,
            "activeConversations": 4,
            "assignedConversations": 4,
            "agentLoad": 0.133,
            "onlineDuration": 6555810,
            "loginDuration": 6555810,
            "avgWaitTime": 71470.5,
            "avgWaitTimeFirstResponse": 136519.0,
            "avgTimeToResponse": 68209.5,
            "agentStatusDurationList": [
                {
                    "agentStatus": "AWAY",
                    "agentStatusDuration": 2000
                },
                {
                    "agentStatus": "ONLINE",
                    "agentStatusDuration": 6555810
                }
            ],
            "agentMetadata": {
                "agentName": "test@liveperson.com",
                "agentNickname": "test@liveperson.com",
                "agentLoginName": "test@liveperson.com",
                "agentGroupName": "Main Group",
                "configuredMaxSlots": 30,
                "agentSkills": [
                    {
                        "skillId": 2434921912,
                        "skillName": "skill1"
                    },
                    {
                        "skillId": 3662292910,
                        "skillName": "Skill2"
                    }
                ]
            }
        }
    ]
}

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Agent View

Request

Response