This method provides the Net Handle Time (NHT) at a skill level. The API retrieves up to 9 weeks of information.

Some metrics are calculated only in 60-minute intervals. These metrics, when calling the API in a 15-minutes interval, will be replicated for each timeframe.

In case there is no data available, the response element will contain -1.

Request

Method URL
GET https://{domain}/operations/api/account/{accountId}/nht?fromDate={timestamp}&toDate={timestamp}&skillIds={comma separated skill ids}&interval={interval in minutes}&source={source name}&v={api version}

Request Query Parameters

Name Description Type Required? Notes
v The version of the API Numeric No Two versions are supported: v1 and v2 (If not provided, will be set to v1 for backward compatibility).
v1: default version (basic maintenance).
v2: pagination support (maintained version)
source Used to describe the originator of the call. The source name should be unique for every project/process within the organization String Yes Source name should be up to 20 characters.
Example: LP_AgentUI
fromDate Query period: Query start date ISO format. UTC timezone Yes — conditional fromMillis must not be provided.
The query period will be limited to 1 week.
example format: 2021-07-05T05:00:00
fromMillis Query start date (same as above) in Epoch time format long — Epoch time Yes — conditional fromDate must not be provided.
The query period will be limited to 1 week.
example format: 2021-07-05T05:00:00
toDate Query period: Query end date ISO format. UTC timezone Yes — conditional toMillis must not be provided.
The query period will be limited to 1 week.
example format: 2021-07-05T05:00:00
toMillis Query end date (same as above) in Epoch time format long — Epoch time Yes — conditional toDate must not be provided.
The query period will be limited to 1 week.
example format: 2021-07-05T05:00:00
interval Interval size in minutes. When provided, the returned data will be aggregated by intervals of the requested size.
The buckets will be rounded to the closest rounded time (e.g. 11:00, 11:15, 11:30)
Numeric No Available intervals: 15/30/60.
Default: 60
skillIds When provided, will return the information for the specific skills. Can be more than 1 skill String No If not provided all skills will be returned.
limit limits the number of skills per page Numeric Optional Default = 10, Maximum = 10
offset staring skill offset Numeric Optional Default = 0

Response

Property Name Description Type Notes
fromDate The requested start date ISO format. UTC timezone  
fromMillis Query start date (same as above) in Epoch time format Long — Epoch time  
toDate The requested end date ISO format. UTC timezone  
toMillis Query end date (same as above) in Epoch time format Long — Epoch time  
Interval The requested interval Integer  
skillInfo Skill information container Array of objects  
skillId The skill Id Long  
metricsByIntervals Contains a summary of the requested metrics by intervals Container only  
timestamp Interval start time (human-readable format) ISO format. UTC timezone  
epochTimestamp Interval start time (epoch format) Long — Epoch time  
arrivals Segments arrived to the queue/skill of all types (new conversation, back2Q, transfer to skill) in the interval Integer  
AvgTimeInQueue The average time a segment waits in the queue before assignment to an agent Double  
totalAgentSegmentDuration Total time of all closed segments ending by any means within the interval Long  
AvgAgentSegmentDuration Average duration of all closed segments ending by any means within the interval Double  
avgAvailableLoad Weighted average load of logged in agents within the interval, this is represented in percentage value for agents that have the skill Double Used for the NHT calculation.
60 minutes metric
messagesSent Total individual messages sent to consumers within time step by human agents Integer Used for the NHT calculation.
60 minutes metric
handledSegments Number of individual segments within current interval that have sent at least 1 human agent message (assigned agent) Integer Used for the NHT calculation.
60 minutes metric
avgSegmentWorkTime The average time it takes for all agents in the skill to work on a message response per skill Double Used for the NHT calculation.
60 minutes metric
netHandleTime Effort time heuristic LP calculation (NHT) Double Used for the NHT calculation.
60 minutes metric
metadata Container for additional data Container  
count The total number of results for the query (skills) Numeric  
references An array of links to the pages in the response Array  
rel Pagination: The name of the link. This is based on the “offset” and “limit” elements String Possible values:
self - the link to the same page in the query.
previous - link to the previous page of results.
previous - link to the previous page of results.
first - link to the first page of the query results.
last - link to the last page of the query results.
href Pagination: The specific link for each one of the above values String The values: self, first, and last will always be returned whereas the others will be returned if there is more than 1 page in the response

Response Example (V2)

      {
  "_metadata": {
    "count": 458,
    "references": [{
      "rel": "self",
      "href": "https://[domain].liveperson.net/operations/api/account/[account]/nht?fromDate=2022-05-19T09:00:00&toDate=2022-05-20T10:00:00&offset=0&limit=10&source=sanity&interval=60&v=2"
    },
      {
        "rel": "next",
        "href": "https://[domain].liveperson.net/operations/api/account/[account]/nht?fromDate=2022-05-19T09:00:00&toDate=2022-05-20T10:00:00&offset=10&limit=10&source=sanity&interval=60&v=2"
      },
      {
        "rel": "last",
        "href": "https://[domain].liveperson.net/operations/api/account/[account]/nht?fromDate=2022-05-19T09:00:00&toDate=2022-05-20T10:00:00&offset=450&limit=8&source=sanity&interval=60&v=2"
      },
      {
        "rel": "first",
        "href": "https://[domain].liveperson.net/operations/api/account/[account]/nht?fromDate=2022-05-19T09:00:00&toDate=2022-05-20T10:00:00&offset=0&limit=10&source=sanity&interval=60&v=2"
      }
    ]
  },
  "timeframe": {
    "fromDate": "2022-05-19T09:00:00",
    "toDate": "2022-05-19T10:00:00",
    "fromMillis": 1652950800000,
    "toMillis": 1652954400000
  },
  "interval": 60,
  "skillInfo": [{
    "skillId": 773431,
    "metricsByIntervals": [{
      "timestamp": "2022-05-19T09:00",
      "epochTimestamp": 1652950800000,
      "arrivals": -1,
      "avgAgentSegmentDuration": 3127.00,
      "totalAgentSegmentDuration": 3127,
      "avgTimeInQueue": 3.00,
      "netHandleTime": 699.72,
      "handledSegments": 1,
      "avgAvailableLoad": 0.70,
      "avgSegmentWorkTime": 99.96,
      "messagesSent": 7
    },
      {
        "timestamp": "2022-05-19T10:00",
        "epochTimestamp": 1652954400000,
        "arrivals": -1,
        "avgAgentSegmentDuration": 31.15,
        "totalAgentSegmentDuration": -1,
        "avgTimeInQueue": 31.15,
        "netHandleTime": 1421.36,
        "handledSegments": 1,
        "avgAvailableLoad": 0.71,
        "avgSegmentWorkTime": 236.89,
        "messagesSent": 6
      }

    ]
  }]
}