Introduction

TVox provides standard reporting and a set of insights dashboards that allow monitoring of the service levels and occupation of Contact Center resources.

TVox Data Model responds the need to create customized reports or dashboards (for example integrating CRM data) by providing access to the TVox Contact Center statistical data.

TVox Data Model consists in:

• Complete documentation of the data model that describes the statistical data
• API to query and retrieve statistical data

Statistical data covers channels:

• Phone
• Video
• Chat
• Addressbook
• Support (Advanced only)

Requirements

• Fault tolerance (strongly recommended)
• Basic knowledge of Web API concept
• Basic knowledge of GraphQL query language (recommended)

API Reference

Overview

TVox Data Model API provides access to statistical data through Web requests.

Endpoint for requests is constructed as follows:

https://<TVOX_HOST>/datamodel/query

The API is build on GraphQL query language, which allows you to request exactly the information you need with a simple and intuitive syntax.

Consult the GraphQL Glossary for terminology.

Request

TVox Data Model API allows GET or POST requests over HTTPS protocol.

GET request

In GET request the query must be passed as value of the query parameter.

query {
  me {
    name
  }
}

Example:

https://<TVOX_HOST>/datamodel/query?query={me{name}}

POST request

POST request should use the application/json content type, and include a JSON-encoded body of the following form:

{ "query": "{me{name}}" }

Response

Regardless of the method by which the request was sent, the response is returned in the body of the request in JSON format. A query might result in some data and some errors, and those are returned in a JSON object of the form:

{ "data": { ... }, "errors": [ ... ] }

If there were no errors returned, the errors field is not be present on the response. If no data is returned the data field is only be included if the error occurred during execution.

Authentication

TVox Data Model provides authentication via API Key, which can be retrieved from OCC (Advanced > TVox Data Model).
To authenticate requests it is necessary to have an X-Telenia-APIKey header:

X-Telenia-APIKey: <YOUR_APIKEY>

Rate Limit

Requests to TVox Data Model API are subject to rate limit, i.e. a maximum number of requests that can be made within a certain time period.
The rate limit is 100 requests per minute.

Time Window

Given the nature of the statistical data that are reported by year / month, their request needs to specify the year and month in which to search the data.

Example:

search: { year: 1970, month: 1, ... }

Pagination

Statistical data can have very high cardinalities and a query without limits could lead to a reduction in server performance or, worse, to failure situations.
To avoid this, queries that include a list of elements as result are paged. This means that a limit (max: 1000) and an offset must be specified for each request.

Example:

search: { ..., pagination: { limit: 1000, offset: 0 } }

Sorting

It is possibile to return lists of elements thar are sorted (ordered) according to sort key and sort direction (ascending or descending).

Example:

search: { ..., sorting: { key: START_TIME, direction: ASC } }

Development & Testing

TVox Data Model provides an interactive web environment (Playground) for develop and testing your queries.

It can be reached at the following link:

https://<TVOX_HOST>/datamodel

The Playground consists of two main sections:

• a section (left) in which to insert queries in GraphQL format
• a section (right) where the query result will be displayed

To run the query just press the play button in the center.

Authentication header can be provided in HTTP HEADER section on bottom-left as JSON object with X-Telenia-APIKey field.

{ "X-Telenia-APIKey": "<YOUR_APIKEY>" }

The Playground allows also to generate the query's cURL command as an HTTP POST request.

Testing queries in Playground is a good way to verify that your request is correct and gives you the result you expect.

Phone

Statistical data for phone channel include:

• Inbound service calls
• Outbound service calls

These data can be retrieved by ID, searched and counted.

Inbound Service Call

Get Inbound Service Call by ID.

Result is the list of steps that make up the requested call.

Example:

Get call with ID equals to 1588581589.1320 and of this call get id, step, start time and end time.

Inbound Service Call

query {
  inboundCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

Inbound Service Calls

Search Inbound Service Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month), pagination and sorting.

Result is the list of calls that respect search criteria; each call is in turn a list of steps that make up it.

Example:

Search calls according to the following search criteria:

• year 2020
• month 5
• limit 100 (applied to the number of calls and not to the individual steps that compose them) with offset 0
• sorted by ID (ascending)
• start time between 1 May 2020 and 15 May 2020

Inbound Service Calls

query {
  inboundCalls(
    search: {
      year: 2020
      month: 5
      pagination: { limit: 100, offset: 0 }
      sorting: { key: ID, direction: ASC }
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCalls(\n    search: {\n      year: 2020\n      month: 5\n      pagination: { limit: 100, offset: 0 }\n      sorting: { key: ID, direction: ASC }\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

Inbound Service Calls Count

Count Inbound Service Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month).

Result is the 32-bit postive integer counting searched calls.

Example:

Count calls according to the following search criteria:

• year 2020
• month 5
• start time between 1 May 2020 and 15 May 2020

Inbound Service Calls Count

query {
  inboundCallsCount(
    search: {
      year: 2020
      month: 5
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCallsCount(\n    search: {\n      year: 2020\n      month: 5\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

Outbound Service Call

Get Outbound Service Call by ID.

Result is the list of steps that make up the requested call.

Example:

Get call with ID equals to 1588581589.1320 and of this call get id, step, start time and end time.

Outbound Service Call

query {
  outboundCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

Outbound Service Calls

Search Outbound Service Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month), pagination and sorting.

Result is the list of calls that respect search criteria; each call is in turn a list of steps that make up it.

Example:

Search calls according to the following search criteria:

• year 2020
• month 5
• limit 100 with offset 0
• sorted by ID (ascending)
• start time between 1 May 2020 and 15 May 2020

Outbound Service Calls

query {
  outboundCalls(
    search: {
      year: 2020
      month: 5
      pagination: { limit: 100, offset: 0 }
      sorting: { key: ID, direction: ASC }
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCalls(\n    search: {\n      year: 2020\n      month: 5\n      pagination: { limit: 100, offset: 0 }\n      sorting: { key: ID, direction: ASC }\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

Outbound Service Calls Count

Count Outbound Service Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month).

Result is the 32-bit postive integer counting searched calls.

Example:

Count calls according to the following search criteria:

• year 2020
• month 5
• start time between 1 May 2020 and 15 May 2020

Outbound Service Calls Count

query {
  outboundCallsCount(
    search: {
      year: 2020
      month: 5
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCallsCount(\n    search: {\n      year: 2020\n      month: 5\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

Video

Statistical data for video channel include:

• Inbound service video calls

These data can be retrieved by ID, searched and counted.

Inbound Service Video Call

Get Inbound Service Video Call by ID.

Result is the list of steps that make up the requested video call.

Example:

Get video call with ID equals to 1588581589.1320 and of this video call get id, step, start time and end time.

Inbound Service Video Call

query {
  inboundVideoCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

Inbound Service Video Calls

Search Inbound Service Video Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month), pagination and sorting.

Result is the list of video calls that respect search criteria; each video call is in turn a list of steps that make up it.

Example:

Search video calls according to the following search criteria:

• year 2020
• month 5
• limit 100 (applied to the number of video calls and not to the individual steps that compose them) with offset 0
• sorted by ID (ascending)
• start time between 1 May 2020 and 15 May 2020

Inbound Service Video Calls

query {
  inboundVideoCalls(
    search: {
      year: 2020
      month: 5
      pagination: { limit: 100, offset: 0 }
      sorting: { key: ID, direction: ASC }
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCalls(\n    search: {\n      year: 2020\n      month: 5\n      pagination: { limit: 100, offset: 0 }\n      sorting: { key: ID, direction: ASC }\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

Inbound Service Video Calls Count

Count Inbound Service Video Calls.

Argument search is the object containing search criterias.
Search criterias include time window (year, month).

Result is the 32-bit postive integer counting searched video calls.

Example:

Count video calls according to the following search criteria:

• year 2020
• month 5
• start time between 1 May 2020 and 15 May 2020

Inbound Service Video Calls Count

query {
  inboundVideoCallsCount(
    search: {
      year: 2020
      month: 5
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCallsCount(\n    search: {\n      year: 2020\n      month: 5\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

Chat

Statistical data for chat channel include:

• Inbound service chats

These data can be retrieved by ID, searched and counted.

Inbound Service Chat

Get Inbound Service Chat by ID.

Result is the list of steps that make up the requested chat.

Example:

Get chat with ID equals to 1588581589.1320 and of this chat get id, step, start time and end time.

Inbound Service Chat

query {
  inboundChat(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChat(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

Inbound Service Chats

Search Inbound Service Chats.

Argument search is the object containing search criterias.
Search criterias include time window (year, month), pagination and sorting.

Result is the list of chats that respect search criteria; each chat is in turn a list of steps that make up it.

Example:

Search chats according to the following search criteria:

• year 2020
• month 5
• limit 100 (applied to the number of chats and not to the individual steps that compose them) with offset 0
• sorted by ID (ascending)
• start time between 1 May 2020 and 15 May 2020

Inbound Service Chats

query {
  inboundChats(
    search: {
      year: 2020
      month: 5
      pagination: { limit: 100, offset: 0 }
      sorting: { key: ID, direction: ASC }
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChats(\n    search: {\n      year: 2020\n      month: 5\n      pagination: { limit: 100, offset: 0 }\n      sorting: { key: ID, direction: ASC }\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

Inbound Service Chats Count

Count Inbound Service Chats.

Argument search is the object containing search criterias.
Search criterias include time window (year, month).

Result is the 32-bit postive integer counting searched chats.

Example:

Count chats according to the following search criteria:

• year 2020
• month 5
• start time between 1 May 2020 and 15 May 2020

Inbound Service Chats Count

query {
  inboundChatsCount(
    search: {
      year: 2020
      month: 5
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-05-01T00:00:00Z"
        valueRight: "2020-05-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChatsCount(\n    search: {\n      year: 2020\n      month: 5\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-05-01T00:00:00Z\"\n        valueRight: \"2020-05-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

Addressbook

Data for Addressbook include:

• Addressbook Contacts.

These data can be retrieved by UUID, searched and counted.

Addressbook Contact

Get an addressbook contact by UUID.

Result is an addressbook contact.

Example:

Get the addressbook contact with UUID equals to 0007418f-3d4a-4315-c3e2-b3bf3521a325 and for this contact get it's uuid, name and surname.

Addressbook Contact

query {
  addressBookContact(uuid: "0007418f-3d4a-4315-c3e2-b3bf3521a325") {
    uuid
    name
    surname
  }
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContact(uuid: \"0007418f-3d4a-4315-c3e2-b3bf3521a325\") {\n    uuid\n    name\n    surname\n  }\n}\n"}' --compressed

Addressbook Contacts

Search Addressbook Contacts.

Argument search is the object containing search criterias.
Search criterias include pagination and sorting.

Result is the list of Addressbook Contacts that respect search criteria.

Example:

Search Addressbook Contacts according to the following search criteria:

• at least one email address that ends with "teleniasoftware.com"
• the organization name that contact belong must contain "telenia"

Addressbook Contacts

query {
  addressBookContacts(
    search: {
      mail: { value: { operator: END_WITH, value: "teleniasoftware.com" } }
      organization: { fullName: { operator: CONTAIN, value: "telenia" } }
    }
  ) {
    uuid
    name
    surname
    mail {
      value
    }
  }
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContacts(\n    search: {\n      mail: { value: { operator: END_WITH, value: \"gmail.com\" } }\n      organization: { fullName: { operator: CONTAIN, value: \"google\" } }\n    }\n  ) {\n    uuid\n    name\n    surname\n    mail {\n      value\n    }\n  }\n}\n"}' --compressed

Addressbook Contacts Count

Count Addressbook Contacts.

Argument search is the object containing search criterias.

Result is the 32-bit postive integer counting searched chats.

Example:

Count Addressbook Contacts according to the following search criteria:

• at least one email address that ends with "teleniasoftware.com"
• the organization name that contact belong must contain "telenia"

Addressbook Contacts Count

query {
  addressBookContactCount(
    search: {
      mail: { value: { operator: END_WITH, value: "teleniasoftware.com" } }
      organization: { fullName: { operator: CONTAIN, value: "telenia" } }
    }
  )
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContactCount(\n    search: {\n      mail: { value: { operator: END_WITH, value: \"gmail.com\" } }\n      organization: { fullName: { operator: CONTAIN, value: \"google\" } }\n    }\n  )\n}\n"}' --compressed

Advanced

Sometimes there is the need to produce data through complex queries.
To achieve this, a request can be made by directly specifying a SQL query on the available tables (described below).

Data are grouped in 3 areas:

• TVox, statistical data from channels: phone (mc_id: 0), video (mc_id: 1001) and chat (mc_id: 1004).
  Data are stored in tables grouped by year / month. For example, data for May 2020 can be found in <TABLE>_202005.
  The advanded query can be applied on:
  • Inbound Service Interactions
  • Outbound Service Interactions
  • Calls detail
  • IVR Calls detail
  • Callback Service Calls
  • Abandoned Service Calls
  • Calls Recordings
  • Outbound Campaign Calls
• Addressbook, contact details and multichannel relationships.
  Addressbook data can be used to match contacts on different channels.
  The advanded query can be applied on:
  • Contacts
  • Multichannel contact relationships
• Support, data from Support channel (mc_id: 1002).
  The advanded query can be applied on:
  • Tickets
  • Ticket Time Accountings
  • Ticket Groups
  • Ticket Groups Users
  • Ticket Links
  • Ticket Link Objects
  • Ticket Articles

Result is represented by a list of objects where the keys are the names of the selected fields and values are strings.

Advanced Query (TVox)

query {
  advancedQuery(
    type: TVOX
    query: "SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: TVOX\n    query: \"SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;\"\n  )\n}\n"}' --compressed

Example (TVox):

Count received service calls on May 2020 (table: ast_calls_202005) distinct by unique id (column: uniqueid) and grouped by caller number (column: cli), reporting start time (columns: datainizio and orainizio) of the latest received call.

SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;

Advanced Query (Addressbook)

query {
  advancedQuery(
    type: ADDRESSBOOK,
    query: "SELECT uuid AS id, name, surname FROM t4you_global_addressbook;"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: ADDRESSBOOK\n    query: \"SELECT uuid AS id, name, surname FROM t4you_global_addressbook;\"\n  )\n}\n"}' --compressed

Example (Addressbook):

Select contacts (table: t4you_global_addressbook) whose surname (columns: surname) is "Rossi", reporting contact id (columns: uuid), name (columns: name) and surname (columns: surname).

SELECT uuid AS id, name, surname FROM t4you_global_addressbook;

Advanced Query (Support)

query {
  advancedQuery(
    type: SUPPORT
    query: "SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: SUPPORT\n    query: \"SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';\"\n  )\n}\n"}' --compressed

Example (Support):

Count ticket created (column: created_at) on May 2020 (table: tickets) distinct by id (column: id).

SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';

Inbound Service Interactions

Table: ast_calls_yyyymm

Primary keys: idlastcall, step

Outbound Service Interactions

Table: ast_calls_outbound_yyyymm

Primary keys: idlastcall, step

Calls Detail

Table: ast_cdr_YYYYMM

Primary keys: uniqueid, id_node

IVR Calls Detail

Table: ast_ivr_records_bis_yyyymm

Primary keys: idcall, passaggio, nodo, passo

Callback Service Calls

Table: ast_calls_callback_yyyymm

Key: id

Abandoned Service Calls

Table: ast_calls_abandoned_yyyymm

Key: id

Calls Recordings

Table: smartrec_yyyymm

Key: filewave

Outbound Campaign Calls

Table: ast_pd_history_yyyymm

Key: id, item_number, campagna, lista, insert_time

Contacts

Table: t4you_global_addressbook

Primary keys: uuid, owner

Multichannel Contact Relationships

Table: t4you_multichannel_addressbook

Primary keys: channel_id, backend_config_name, channel_data, contact_uuid, contact_owner

Tickets

Table: tickets

Primary keys: id

Foreign keys: group_id, owner_id, customer_id, created_by_id, updated_by_id

Ticket Groups

Table: groups

Primary keys: id

Foreign keys: created_by_id, updated_by_id

Ticket Time Accountings

Table: ticket_time_accountings

Primary keys: id

Foreign keys: ticket_id, ticket_article_id, created_by_id

Ticket Groups Users

Table: groups_users

Foreign keys: user_id, group_id

Ticket Links

Table: links

Primary keys: id

Ticket Link Objects

Table: link_objects

Primary keys: id

Ticket Articles

Table: ticket_articles

Primary keys: id

Foreign keys: ticket_id, created_by_id, updated_by_id

Ticket Users

Table: users

Primary keys: id

Foreign keys: created_by_id, updated_by_id

Schema Types

This section documents the schema types of the TVox Data Model API.

Basic knowledge

Query

List of queries to retrieve statistical data.

Objects

AddressBookContact

The AddressBookContact type represents a single contact from an address-book

AddressBookContactBase

AddressBookMail

The AddressBookMail type represents an adressbook contact email and its type

AddressBookTel

The AddressBookTel type represents an adressbook contact telephone number and its type

AddressBookWeb

The AddressBookWeb type represents an adressbook contact web site and its type

CallResult

The CallResult type represents call result data

CallTag

The CallTag type represents call tagging data

Contact

The Contact type represents contact data

GenericFields

The GenericFields type represents generic fields data

InboundInteraction

The InboundInteraction type represents a single inbound interaction step (call, video call and chat).