The SmartQueue reporting tool allows you to gather information such as:
The number of answered/missed/declined calls per queue
The number of operators and their statuses (ready/in service/after service/banned/etc.)
The amount of time spent in each status per operator (including the time to answer a call)
The number of waiting clients per queue
The number of clients who ended the call before reaching an operator
Average client waiting time per queue
You can use all this information for your statistics or for the operator's workplace information panel.
How to request realtime reports
To get the current status of a SmartQueue, including all available operators, their statuses and the time spent in each status, use the GetSQState method:
To get the metrics for a specified queue for the last 30 minutes, including all the information about operators and queues, use the GetSmartQueueRealtimeMetrics method:
To get the metrics for a specified queue for the last 2 days, including all the information about operators and queues, use the GetSmartQueueDayHistory method:
In the response to these requests, you get a JSON with the requested data. Please note, that the response JSON's format depends on the type of your request, which you specify in the
group_by parameters. To find all the possible values for these parameters, please refer to our API Reference.
How to request historic reports
You can request a historic report with all the data for the last half-year and request the reports as CSV tables.
Voximplant keeps reports for the following time intervals:
30 minutes interval for the last day
1 hour interval for the last day
Daily interval for the last 1/2 year
To request a historic report in a CSV table, use the RequestSmartQueueHistory method:
Depending on the
group_by parameters, it generates a special kind of the report and return the report's ID to you. To download or use the report, use the DownloadHistoryReport method:
Please note, that depending on your request's parameters and date interval, generating a CSV file may take up to an hour. If you need to have faster and more detailed reports (e.g. for 30 minutes interval for the last year), you may implement your own backend to store the realtime reports you get with GetSmartQueueRealtimeMetrics/GetSmartQueueDayHistory methods.