Introduction

RTD Server is a GraphQL server which provides a set of methods to build your own Real Time Display, with the technology of your choice.

With Real Time Display you can monitor TVox Services, TVox Groups/Skillsets and Agent Production.

Overview

RTD Server 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.

Endpoint for requests is constructed as follows:

https://<TVOX_HOST>/rtdserver

RTD Server applies the following logic between client and server in providing the real-time data:

Query and Mutation operations returns a "photo" of the complete data at the time it is requested by client
Subscription operation opens and keeps active (until the client closes it) a connection with the server, which notifies the client only when something has changed and only what has changed (the required fields that have not undergone changes will be returned to null)

Protocol

GraphQL does not explicitly define the communication protocol to be used nor does it oblige to use a specific one.
Typically Query and Mutation operations can be served over HTTP, while Subscriptions via WebSockets, which by nature maintain an active connection on which client and server can exchange messages asynchronously; nothing prevents you from using the WebSocket for any type of operation.

HTTP

Request

RTD Server 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>/rtdserver?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.

WebSocket

The HTTP request/response messaging remains valid also on WebSocket, but does not allow to execute more than one request on the same socket.
To do this it is necessary to use sub-protocols that extend the protocol by adding id, type and payload fields to exchanged messages in order to use the same socket to perform multiple operations.

The 2 sub-protocols for GraphQL over WebSocket currently most used are described below.

subscriptions-transport-ws

The WebSocket sub-protocol for this specification is: graphql-ws.

Here you can find the complete official documentation of the sub-protocol.

graphql-ws

The WebSocket sub-protocol for this specification is: graphql-transport-ws.

Here you can find the complete official documentation of the sub-protocol.

Development & Testing

RTD Server provides an interactive web environment (Playground) for develop and testing your requests.

Playground

It can be reached at the following link:

https://<TVOX_HOST>/rtdserver/playground

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.

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

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

Version

query {
  version {
    server {
      major
      minor
      patch
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  version {\n    server {\n      major\n      minor\n      patch\n    }\n  }\n}\n"}' --compressed

RTD Server follows a SemVer versioning.
In order to understand when server is updated and adapt your client to its changes, you can request current version (Query) and be notified of any updates (Subscription).

Operation: version(): RtdVersion

Server Health

query {
  serverHealth {
    status
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  serverHealth {\n    status\n  }\n}\n"}' --compressed

Get server health to monitor its status and manage if and when the server is no longer available (Query).

Operation: serverHealth(): ServerHealth

Authentication

RTD Server provides different types of authentication, also based on the communication protocol used.

Login with user credentials

mutation {
  login(username: "admin", password: "admin") {
    publicUsername
    username
    surname
    name
    session {
      id
      expiresIn
    }
    authToken {
      accessToken
      expiresIn
    }
    language
    supervisor
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"mutation {\n  login(username: \"admin\", password: \"admin\") {\n    publicUsername\n    username\n    surname\n    name\n    session {\n      id\n      expiresIn\n    }\n    authToken {\n      accessToken\n      expiresIn\n    }\n    language\n    supervisor\n  }\n}\n"}' --compressed

Login with user access token

mutation {
  loginWithAccessToken(accessToken: "accessToken") {
    publicUsername
    username
    surname
    name
    session {
      id
      expiresIn
    }
    authToken {
      accessToken
      expiresIn
    }
    language
    supervisor
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"mutation {\n  loginWithAccessToken(accessToken: \"accessToken\") {\n    publicUsername\n    username\n    surname\n    name\n    session {\n      id\n      expiresIn\n    }\n    authToken {\n      accessToken\n      expiresIn\n    }\n    language\n    supervisor\n  }\n}\n"}' --compressed

Authentication through session cookie involves creating a session through a login request (Mutation), which session will be validated through a cookie teleniaRtdSessionID returned after a successful login.

Login with user credentials: login(username: String!, password: String!): SessionUser!

Login with user access token: loginWithAccessToken(accessToken: String!): SessionUser!

Using user access token, requests can be authenticated by setting a cookie with key teleniaRtdAccessToken and the access token as value.

User access token can also be retrieved through a login with credentials request.

Access Token Connection Parameter

Using user access token, requests can be authenticated by passing the access token as a parameter in the payload of the connection init message:

{"type":"connection_init","payload":{"accessToken":"<ACCESS_TOKEN_VALUE>"}}

User access token can also be retrieved through a login with credentials request.

Service Stats

query {
  serviceStats(
    filter: {
      CALL: {
        services: ["service_1"]
        customStatKeys: ["sl1"]
        userSite: 1
        activityCodes: ["activityCode_1"]
      }
    }
  ) {
    code
    channel
    channelStats {
      ... on ServiceCcCallAtStat {
        answeredCalls
        answeredCallsUnderSpeedLimit
        closedCalls
        closedCallsCallBack
        connectedCall
        currentCalls
        hangupCalls
        maxTimeCallOnQueue
        outboundAnsweredCalls
        outboundClosedCallsGenericCause
        outboundHangupCalls
        outboundReceivedCalls
        queuedCalls
        receivedCalls
        receivedCallsInAccessList
        receivedCallsWithT4you
        receivedCallsWithT4youAnonymous
        receivedCallsWithT4youMultiple
        receivedCallsWithT4youSingle
        shortCalls
        averageTimeOnQueue
      }
    }
    userStats {
      busyOnDNCallInUsers {
        count
        profileIds
      }
      busyOnDNCallOutUsers {
        count
        profileIds
      }
      busyOnDNCallOutUsersPrivate {
        count
        profileIds
      }
      busyOnDNCallUsers {
        count
        profileIds
      }
      busyOnServUsers {
        count
        profileIds
      }
      busyUsers {
        count
        profileIds
      }
      loggedUsers {
        count
        profileIds
      }
      notReadyUsers {
        count
        profileIds
      }
      notReadyUsersOnActivityCode {
        count
        profileIds
      }
      activityCodeIndicators {
        count
        profileIds
      }
      postCallUsers {
        count
        profileIds
      }
      readyUsers {
        count
        profileIds
      }
    }
    customStats {
      key
      value {
        aggregatedValue
        value
      }
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  serviceStats(\n    filter: {\n      CALL: {\n        services: [\"service_1\"]\n        customStatKeys: [\"sl1\"]\n        userSite: 1\n        activityCodes: [\"activityCode_1\"]\n      }\n    }\n  ) {\n    code\n    channel\n    channelStats {\n      ... on ServiceCcCallAtStat {\n        answeredCalls\n        answeredCallsUnderSpeedLimit\n        closedCalls\n        closedCallsCallBack\n        connectedCall\n        currentCalls\n        hangupCalls\n        maxTimeCallOnQueue\n        outboundAnsweredCalls\n        outboundClosedCallsGenericCause\n        outboundHangupCalls\n        outboundReceivedCalls\n        queuedCalls\n        receivedCalls\n        receivedCallsInAccessList\n        receivedCallsWithT4you\n        receivedCallsWithT4youAnonymous\n        receivedCallsWithT4youMultiple\n        receivedCallsWithT4youSingle\n        shortCalls\n      }\n    }\n    userStats {\n      busyOnDNCallInUsers {\n        count\n        profileIds\n      }\n      busyOnDNCallOutUsers {\n        count\n        profileIds\n      }\n      busyOnDNCallOutUsersPrivate {\n        count\n        profileIds\n      }\n      busyOnDNCallUsers {\n        count\n        profileIds\n      }\n      busyOnServUsers {\n        count\n        profileIds\n      }\n      busyUsers {\n        count\n        profileIds\n      }\n      loggedUsers {\n        count\n        profileIds\n      }\n      notReadyUsers {\n        count\n        profileIds\n      }\n      notReadyUsersOnActivityCode {\n        count\n        profileIds\n      }\n      activityCodeIndicators {\n        count\n        profileIds\n      }\n      postCallUsers {\n        count\n        profileIds\n      }\n      readyUsers {\n        count\n        profileIds\n      }\n    }\n    customStats {\n      key\n      value {\n        aggregatedValue\n        value\n      }\n    }\n  }\n}\n"}' --compressed

Get current service stats (Query) and updates (Subscription).

Operation: serviceStats(filter: ServiceStatFilter!): [ServiceStat]

Group Stats

query {
  groupStats(
    filter: {
      CALL: { groups: ["skillset_1"], customStatKeys: ["sl1"], userSite: 1 }
    }
  ) {
    code
    channel
    channelStats {
      ... on GroupCcCallStat {
        answeredCalls
        closedCalls
        hangupCalls
        queuedCalls
        receivedCalls
        shortCalls
      }
    }
    userStats {
      loggedUsers {
        count
        profileIds
      }
      notReadyUsers {
        count
        profileIds
      }
      notReadyUsersOnActivityCode {
        count
        profileIds
      }
      postCallUsers {
        count
        profileIds
      }
      readyUsers {
        count
        profileIds
      }
    }
    customStats {
      key
      value {
        aggregatedValue
        value
      }
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  groupStats(\n    filter: { CALL: { groups: [\"skillset_1\"], customStatKeys: [\"sl1\"], userSite: 1 } }\n  ) {\n    code\n    channel\n    channelStats {\n      ... on GroupCcCallStat {\n        answeredCalls\n        closedCalls\n        hangupCalls\n        queuedCalls\n        receivedCalls\n        shortCalls\n      }\n    }\n    userStats {\n      loggedUsers {\n        count\n        profileIds\n      }\n      notReadyUsers {\n        count\n        profileIds\n      }\n      notReadyUsersOnActivityCode {\n        count\n        profileIds\n      }\n      postCallUsers {\n        count\n        profileIds\n      }\n      readyUsers {\n        count\n        profileIds\n      }\n    }\n    customStats {\n      key\n      value {\n        aggregatedValue\n        value\n      }\n  }\n}\n"}' --compressed

Get current group stats (Query) and updates (Subscription).

Operation: groupStats(filter: GroupStatFilter!): [GroupStat]

Users

query {
  users(
    filter: {
      statuses: [READY, NOT_READY, BUSY, NOT_READY_BUSY, BOOKED, WNR]
      skillsets: ["skillset_1", "skillset_2"]
      services: ["service_1", "service_2"]
      channels: [CALL]
    }
  ) {
    mutation
    username
    activeProfile
    surname
    name
    activityCodes {
      CALL
    }
    services
    site
    skillsets
    statuses {
      CALL
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  users(\n    filter: {\n      statuses: [READY, NOT_READY, BUSY, NOT_READY_BUSY, BOOKED, WNR]\n      skillsets: [\"skillset_1\", \"skillset_2\"]\n      services: [\"service_1\", \"service_2\"]\n      channels: [CALL]\n    }\n  ) {\n    mutation\n    username\n    activeProfile\n    surname\n    name\n    activityCodes {\n      CALL\n    }\n    services\n    site\n    skillsets\n    statuses {\n      CALL\n    }\n  }\n}\n"}' --compressed

Get current users info (Query) and updates (Subscription).

Operation: users(filter: UserFilter!): [User]

User Stats

query {
  userStats(
    filter: {
      CALL: { users: ["user_1", "user_2"], activityCodes: ["activityCode_1"] }
    }
  ) {
    username
    name
    surname
    userSite
    loggedProfileId

    channel
    activityCode
    activityCode2
    currentGroup
    currentService
    numberCallFromService
    numberCallFromServiceAnswered
    numberCallFromServiceNotAnswered
    numberCallIn
    numberCallOut
    numberCallOutPrivate
    numberCallServiceOverSpeedAnswer
    status
    timeInActivityCode {
      activityCode
      totalTime
    }
    timeInActivityCodeStateBusy {
      activityCode
      totalTime
    }
    timeInActivityCodeStateNotReady {
      activityCode
      totalTime
    }
    timeInState
    timeInStateBooked
    timeInStateBusy
    timeInStateBusyDnCallIn
    timeInStateBusyDnCallOut
    timeInStateBusyDnCallOutPrivate
    timeInStateBusyOnService
    timeInStateNotReady
    timeInStateReady
    timeInStateWNR
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  userStats(\n    filter: {\n      CALL: { users: [\"user_1\", \"user_2\"], activityCodes: [\"activityCode_1\"] }\n    }\n  ) {\n    username\n    name\n    surname\n    userSite\n    loggedProfileId\n\n    channel\n    activityCode\n    activityCode2\n    currentGroup\n    currentService\n    numberCallFromService\n    numberCallFromServiceAnswered\n    numberCallFromServiceNotAnswered\n    numberCallIn\n    numberCallOut\n    numberCallOutPrivate\n    numberCallServiceOverSpeedAnswer\n    status\n    timeInActivityCode {\n      activityCode\n      totalTime\n    }\n    timeInActivityCodeStateBusy {\n      activityCode\n      totalTime\n    }\n    timeInActivityCodeStateNotReady {\n      activityCode\n      totalTime\n    }\n    timeInState\n    timeInStateBooked\n    timeInStateBusy\n    timeInStateBusyDnCallIn\n    timeInStateBusyDnCallOut\n    timeInStateBusyDnCallOutPrivate\n    timeInStateBusyOnService\n    timeInStateNotReady\n    timeInStateReady\n    timeInStateWNR\n  }\n}\n"}' --compressed

Get current user stats (Query) and updates (Subscription).

Operation: userStats(filter: UserStatFilter!): [UserStat]

User Profile Stats

query {
  userProfileStats(
    filter: {
      CALL: { userProfiles: [1, 2], activityCodes: ["activityCode_1"] }
    }
  ) {
    id
    userSite
    channel
    activityCode
    activityCode2
    currentGroup
    currentService
    numberCallFromService
    numberCallFromServiceAnswered
    numberCallFromServiceNotAnswered
    numberCallIn
    numberCallOut
    numberCallOutPrivate
    numberCallServiceOverSpeedAnswer
    status
    timeInActivityCode {
      activityCode
      totalTime
    }
    timeInActivityCodeStateBusy {
      activityCode
      totalTime
    }
    timeInActivityCodeStateNotReady {
      activityCode
      totalTime
    }
    timeInState
    timeInStateBooked
    timeInStateBusy
    timeInStateBusyDnCallIn
    timeInStateBusyDnCallOut
    timeInStateBusyDnCallOutPrivate
    timeInStateBusyOnService
    timeInStateNotReady
    timeInStateReady
    timeInStateWNR
    timeInHold {
      time
      timeInState
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  userProfileStats(\n    filter: {\n      CALL: { userProfiles: [1, 2], activityCodes: [\"activityCode_1\"] }\n    }\n  ) {\n    id\n    userSite\n    channel\n    activityCode\n    activityCode2\n    currentGroup\n    currentService\n    numberCallFromService\n    numberCallFromServiceAnswered\n    numberCallFromServiceNotAnswered\n    numberCallIn\n    numberCallOut\n    numberCallOutPrivate\n    numberCallServiceOverSpeedAnswer\n    status\n    timeInActivityCode {\n      activityCode\n      totalTime\n    }\n    timeInActivityCodeStateBusy {\n      activityCode\n      totalTime\n    }\n    timeInActivityCodeStateNotReady {\n      activityCode\n      totalTime\n    }\n    timeInState\n    timeInStateBooked\n    timeInStateBusy\n    timeInStateBusyDnCallIn\n    timeInStateBusyDnCallOut\n    timeInStateBusyDnCallOutPrivate\n    timeInStateBusyOnService\n    timeInStateNotReady\n    timeInStateReady\n    timeInStateWNR\n    timeInHold {\n      time\n      timeInState\n    }\n  }\n}\n"}' --compressed

Get current user profile stats (Query) and updates (Subscription).

Operation: userProfileStats(filter: UserProfileStatFilter!): [UserProfileStat]

Power Dialer Campaign Stats

query {
  pdCampaignStats(
    filter: {
      campaigns: [1, 2]
    }
  ) {
    campaignId
    startedCalls
    availableResources
    freeResources
    allocatedChannels
    usedChannels
    totalContacts
    triedContacts
    ringingContacts
    okContacts
    talkingContacts
    toDoContacts
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  pdCampaignStats(\n    filter: { campaigns: [1, 2] }\n  ) {\n    campaignId\n    startedCalls\n    availableResources\n    freeResources\n    allocatedChannels\n    usedChannels\n    totalContacts\n    triedContacts\n    ringingContacts\n    okContacts\n    talkingContacts\n    toDoContacts\n      }\n  }\n}\n"}' --compressed

Get current power dialer campaign stats (Query) and updates (Subscription).

Operation: pdCampaignStats(filter: PdCampaignStatFilter!): [PdCampaignStat]

Service Attendant Stats

query {
  serviceAttendantStats(
    filter: {
      CALL: {
        services: ["service_1"]
        customStatKeys: ["sl1"]
        userSite: 1
        activityCodes: ["activityCode_1"]
      }
    }
  ) {
    code
    channel
    component
    channelStats {
      ... on ServiceAtStat {
        answeredCalls
        closedCalls
        currentCalls
        hangupCalls
        receivedCalls
      }
    }
    userStats {
      busyUsers {
        count
        profileIds
      }
      readyUsers {
        count
        profileIds
      }
      loggedUsers {
        count
        profileIds
      }
    }
    customStats {
      key
      value {
        aggregatedValue
        value
      }
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  serviceAttendantStats(\n    filter: {\n      CALL: {\n        services: [\"service_1\"]\n        customStatKeys: [\"sl1\"]\n        userSite: 1\n        activityCodes: [\"activityCode_1\"]\n      }\n    }\n  ) {\n    code\n    channel\n    component\n    channelStats {\n      ... on ServiceAtStat {\n        answeredCalls\n        closedCalls\n        currentCalls\n        hangupCalls\n        receivedCalls\n      }\n    }\n    userStats {\n      busyUsers {\n        count\n        profileIds\n      }\n      readyUsers {\n        count\n        profileIds\n      }\n      loggedUsers {\n        count\n        profileIds\n      }\n    }\n    customStats {\n      key\n      value {\n        aggregatedValue\n        value\n      }\n    }\n  }\n}\n"}' --compressed

Get current service attendant stats (Query) and updates (Subscription).

Operation: serviceAttendantStats(filter: ServiceAttendantStatFilter!): [ServiceAttendantStat]

Operator Stats

query {
  operatorStats(
    filter: {
      CALL: {
        sites: [1, 2]
        services: ["service_1"]
        activityCodes: ["activityCode_1"]
      }
    }
  ) {
    username
    name
    surname
    userSite
    loggedProfileId
    channel
    activityCode
    activityCode2
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  operatorStats(\n    filter: {\n      CALL: {\n        sites: [1, 2]\n        services: [\"service_1\"]\n        activityCodes: [\"activityCode_1\"]\n      }\n    }\n  ) {\n    username\n    name\n    surname\n    userSite\n    loggedProfileId\n    channel\n    activityCode\n    activityCode2\n      }\n  }\n}\n"}' --compressed

Get current operator stats (Query) and updates (Subscription).

Operation: operatorStats(filter: OperatorStatFilter!): [OperatorCallStat]

Operator Profile Stats

query {
  operatorProfileStats(
    filter: {
      CALL: {
        profileTypes: ["AGENT", "SUPERVISOR"]
        sites: [1, 2]
        services: ["service_1"]
        activityCodes: ["activityCode_1"]
      }
    }
  ) {
    id
    userSite
    channel
    activityCode
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  operatorProfileStats(\n    filter: {\n      CALL: {\n        profileTypes: [\"AGENT\", \"SUPERVISOR\"]\n        sites: [1, 2]\n        services: [\"service_1\"]\n        activityCodes: [\"activityCode_1\"]\n      }\n    }\n  ) {\n    id\n    userSite\n    channel\n    activityCode\n      }\n  }\n}\n"}' --compressed

Get current operator profile stats (Query) and updates (Subscription).

Operation: operatorProfileStats(filter: OperatorProfileStatFilter!): [OperatorProfileCallStat]

Group Attendant Stats

query {
  groupAttendantStats(
    filter: {
      CALL: {
        groups: ["group_1", "group_2"]
        services: ["service_1"]
        activityCodes: ["activityCode_1"]
      }
    }
  ) {
    code
    channel
    channelStats {
      ... on GroupChannelStat {
        answeredCalls
        closedCalls
        currentCalls
        hangupCalls
        receivedCalls
      }
    }
    userStats {
      busyUsers {
        count
        profileIds
      }
      readyUsers {
        count
        profileIds
      }
      loggedUsers {
        count
        profileIds
      }
    }
  }
}

curl 'https://<TVOX_HOST>/rtdserver' -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>' --data-binary '{"query":"query {\n  groupAttendantStats(\n    filter: {\n      CALL: {\n        groups: [\"group_1\", \"group_2\"]\n        services: [\"service_1\"]\n        activityCodes: [\"activityCode_1\"]\n      }\n    }\n  ) {\n    code\n    channel\n    channelStats {\n      ... on GroupChannelStat {\n        answeredCalls\n        closedCalls\n        currentCalls\n        hangupCalls\n        receivedCalls\n      }\n    }\n    userStats {\n      busyUsers {\n        count\n        profileIds\n      }\n      readyUsers {\n        count\n        profileIds\n      }\n      loggedUsers {\n        count\n        profileIds\n      }\n    }\n  }\n}\n"}' --compressed

Get current group attendant stats (Query) and updates (Subscription).

Operation: groupAttendantStats(filter: GroupAttendantStatFilter!): [GroupAttendantStat]

Schema Types

This section documents the schema types of the RTD GraphQL Server.

Basic knowledge

Syntax	Description
`Type!`	Type object is required
`[Type]`	List of Type objects
`[Type]!`	List of Type objects where at least one element is required, but this element can be `null`
`[Type!]!`	List of Type objects where at least one element is required and this element can not be `null`

Query

Field	Type	Description
version	RtdVersion	Get client and server version
users	[User]	Get users info
filter	UserFilter!	User filter
serviceStats	[ServiceStat]	Get service stats
filter	ServiceStatFilter!	Service stats filter
serviceAttendantStats	[ServiceAttendantStat]	Get attendant service stats
filter	ServiceAttendantStatFilter!	Attendant service stats filter
userStats	[UserStatInterface]	Get user stats
filter	UserStatFilter!	User stats filter
operatorStats	[OperatorCallStat]	Get operator stats
filter	OperatorStatFilter!	Operator stats filter
userProfileStats	[UserProfileStatInterface]	Get user profile stats
filter	UserProfileStatFilter!	User profile stats filter
operatorProfileStats	[OperatorProfileCallStat]	Get operator profile stats
filter	OperatorProfileStatFilter!	Operator profile stats filter
groupStats	[GroupStat]	Get group stats
filter	GroupStatFilter!	Group stats filter
groupAttendantStats	[GroupAttendantStat]	Get group of operators (for attendant service) stats
filter	GroupAttendantStatFilter!	Group of operators (for attendant service) stats filter
pdCampaignStats	[PdCampaignStat]	Get pd campaign stats
filter	PdCampaignStatFilter!	PD campaign stats filter

Mutation

Field	Type	Description
login	SessionUser!	Login with user credentials (username and password)
username	String!	User username
password	String!	User password
loginWithAccessToken	SessionUser!	Login with user access token
accessToken	String!	User access token

Subscription

Field	Type	Description
version	RtdVersion	Get client and server version updates
users	[User]	Get users info updates
filter	UserFilter!	User filter
serviceStats	[ServiceStat]	Get service stats updates
filter	ServiceStatFilter!	Service stats filter
serviceAttendantStats	[ServiceAttendantStat]	Get attendant service stats updates
filter	ServiceAttendantStatFilter!	Attendant service stats filter
userStats	[UserStatInterface]	Get user stats updates
filter	UserStatFilter!	User stats filter
operatorStats	[OperatorCallStat]	Get operator stats updates
filter	OperatorStatFilter!	Operator stats filter
userProfileStats	[UserProfileStatInterface]	Get user profile stats updates
filter	UserProfileStatFilter!	User profile stats filter
operatorProfileStats	[OperatorProfileCallStat]	Get operator profile stats updates
filter	OperatorProfileStatFilter!	Operator profile stats filter
groupStats	[GroupStat]	Get group stats updates
filter	GroupStatFilter!	Group stats filter
groupAttendantStats	[GroupAttendantStat]	Get group of operators (for attendant service) stats updates
filter	GroupAttendantStatFilter!	Group of operators (for attendant service) stats filter
pdCampaignStats	[PdCampaignStat]	Get pd campaign stats updates
filter	PdCampaignStatFilter!	PD campaign stats filter

Objects

AuthToken

The AuthToken type represents current logged user auth token

Field	Argument	Type	Description
accessToken		String!	User access token
expiresIn		Int!	User access token expiration in seconds

CustomStat

The CustomStat type represents custom stat

Field	Argument	Type	Description
key		String!	Custom stat key
value		CustomStatValue	Custom stat value

CustomStatValue

The CustomStatValue type represents custom stat value

Field	Argument	Type	Description
aggregatedValue		String	Custom stat aggregated value for the filtered group of stats
value		String	Custom stat value

GroupAttendantStat

The GroupAttendantStat type represents group of operators (for attendant service) stat

Field	Type	Description
code	String!	Stat group code
channel	MultiChannel!	Stat channel
channelStats	GroupChannelStat	Group call stats
userStats	GroupUserStat	Group users call stats
customStats	[CustomStat!]	Group custom stats

GroupChannelStat

The GroupChannelStat type represents group stat

Field	Type	Description
answeredCalls	Int	Operator's interactions answered
closedCalls	Int	Number of interactions closed on the service in the 'active' context
hangupCalls	Int	Number of abandoned interactions (hung up by the caller) in the "active" context
queuedCalls	Int	Number of queued interactions
receivedCalls	Int	Number of interactions received by the service in an "active" context
shortCalls	Int	Number of short abandoned interactions. A short interaction is an abandoned interaction that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)

GroupStat

The GroupStat type represents group stat

Field	Type	Description
code	String!	Stat group code
channel	MultiChannel!	Stat channel
channelStats	GroupStatInterface	Group channel stats
userStats	GroupUserStat	Group users stats
customStats	[CustomStat!]	Group custom stats

GroupUserStat

The GroupUserStat type represents group users' stats

Field	Type	Description
loggedUsers	UserProfileInStatus	Number of logged in agents
notReadyUsers	UserProfileInStatus	Number of agents in Not Ready state
notReadyUsersOnActivityCode	UserProfileInStatus	Number of agents in Not Ready state who have specified an activity code
postCallUsers	UserProfileInStatus	Number of agents in "Post Call Processing" state. It is the timeout configured on each operator to allow the closing of the activities related to the previous service conversation.
readyUsers	UserProfileInStatus	Number of agents in Ready state

OperatorCallStat

The OperatorCallStat type represents operator call stat

Field	Type	Description
username	String!	Stat user username
name	String	Stat user name
surname	String	Stat user surname
userSite	Int	Stat user site
loggedProfileId	Int!	Stat user logged profile id
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service calls received by the operator
numberCallFromServiceAnswered	Int	Number of service calls answered by the operator
numberCallFromServiceNotAnswered	Int	Number of service calls that the operator did not answer
numberCallIn	Int	Total number of calls received by the operator
numberCallOut	Int	Total number of calls made by the operator
numberCallOutPrivate	Int	Total number of private calls made
numberCallServiceOverSpeedAnswer	Int	Number of calls answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
numberCallInParking	Int	Number of calls in parking by the operator
numberCallParked	Int	Number of calls parked by the operator
status	UserStatus	Current Operator state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyDnCallIn	Int	Total time (in seconds) that the attendant was on busy for incoming calls
timeInStateBusyDnCallOut	Int	Total time (in seconds) that the attendant was busy for outgoing calls
timeInStateBusyDnCallOutPrivate	Int	Total time (in seconds) that the operator has been in busy state for private outgoing calls
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service calls
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state
averageWaitInParkingTime	Int	Average wait in parking time

OperatorProfileCallStat

The OperatorProfileCallStat type represents operator profile call stat

Field	Type	Description
id	Int!	Stat user profile id
userSite	Int	Stat user site
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service calls received by the operator
numberCallFromServiceAnswered	Int	Number of service calls answered by the operator
numberCallFromServiceNotAnswered	Int	Number of service calls that the operator did not answer
numberCallIn	Int	Total number of calls received by the operator
numberCallOut	Int	Total number of calls made by the operator
numberCallOutPrivate	Int	Total number of private calls made
numberCallServiceOverSpeedAnswer	Int	Number of calls answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
numberCallInParking	Int	Number of calls in parking by the operator
numberCallParked	Int	Number of calls parked by the operator
status	UserStatus	Current Operator state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyDnCallIn	Int	Total time (in seconds) that the attendant was on busy for incoming calls
timeInStateBusyDnCallOut	Int	Total time (in seconds) that the attendant was busy for outgoing calls
timeInStateBusyDnCallOutPrivate	Int	Total time (in seconds) that the operator has been in busy state for private outgoing calls
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service calls
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state
timeInHold	TimeInHold	Hold time for service calls
averageWaitInParkingTime	Int	Average wait in parking time

PdCampaignStat

The CampaignStat type represents campaign stat

Field	Type	Description
campaignId	Int!	PD Campaign id
startedCalls	Int	Number of initiated calls
availableResources	Int	Number of available resources
freeResources	Int	Number of free resources
allocatedChannels	Int	Number of allocated channels
usedChannels	Int	Number of used channels
totalContacts	Int	Number of total contacts
triedContacts	Int	Number of attempted contacts
ringingContacts	Int	Number of contacts that are ringing
okContacts	Int	Number of positive contacts
talkingContacts	Int	Number of contacts in conversation contacts
toDoContacts	Int	Number of contacts still to be processed

RtdVersion

The RtdVersion type represents RTD Client/Server version

Field	Argument	Type	Description
client		Version	RTD TVox Client version
server		Version	RTD Server version

ServiceAtStat

The ServiceAtStat type represents service stat

Field	Type	Description
answeredCalls	Int	Operator's interactions answered
answeredCallsUnderSpeedLimit	Int	Number of interactions answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of interactions closed on the service in the 'active' context
connectedCall	Int	Number of conversation interactions on agents
currentCalls	Int	Number of interactions in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned interactions (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for interactions queued to the service
queuedCalls	Int	Number of queued interactions
receivedCalls	Int	Number of interactions received by the service in an "active" context
receivedCallsInAccessList	Int	Number of interactions received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
receivedCallsWithT4you	Float	Percentage value of interactions received that were answered positively in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youAnonymous	Float	Percentage of interactions received that received an anonymous response in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youMultiple	Float	Percentage value of interactions received that have had more than one answer in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youSingle	Float	Percentage of interactions received that were exactly matched in the directory in an "active" context (if not available, it is valued as -1)
shortCalls	Int	Number of short abandoned interactions. A short interaction is an abandoned interaction that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for interactions queued to the service

ServiceAttendantStat

The ServiceAttendantStat type represents attendant service stat

Field	Type	Description
code	String!	Stat service code
channel	MultiChannel!	Stat channel
component	ServiceAttendantComponent!	Stat service component
channelStats	ServiceAtStat	Service channel stats
userStats	ServiceUserCallStat	Service users call stats
customStats	[CustomStat!]	Service custom stats

ServiceCcCallAtStat

The ServiceCcCallAtStat type represents service stat for call channel

Field	Type	Description
answeredCalls	Int	Operator's calls answered
answeredCallsUnderSpeedLimit	Int	Number of calls answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of calls closed on the service in the 'active' context
closedCallsCallBack	Int	Number of callback requests in 'active' context
connectedCall	Int	Number of conversation calls on agents
currentCalls	Int	Number of calls in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned calls (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for calls queued to the service
outboundAnsweredCalls	Int	Number of outgoing calls answered by the called contact
outboundClosedCallsGenericCause	Int	Number of outgoing calls that could not be made due to an error, e.g.: Congestion, ChannelUnavailable, other...
outboundHangupCalls	Int	Number of outgoing calls not answered
outboundReceivedCalls	Int	Outgoing call attempts made
queuedCalls	Int	Number of queued calls
receivedCalls	Int	Number of calls received by the service in an "active" context
receivedCallsInAccessList	Int	Number of calls received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
receivedCallsWithT4you	Float	Percentage value of calls received that were answered positively in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youAnonymous	Float	Percentage of calls received that received an anonymous response in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youMultiple	Float	Percentage value of calls received that have had more than one answer in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youSingle	Float	Percentage of calls received that were exactly matched in the directory in an "active" context (if not available, it is valued as -1)
shortCalls	Int	Number of short abandoned calls. A short call is an abandoned call that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for calls queued to the service
openTickets	Int	Number of open tickets generated by calls
createdTickets	Int	Number of tickets created generated by calls
callsToTicketsPercentage	Float	Percentage of tickets created by calls on the total number of answered calls (if not available, it is valued as -1)

ServiceCcChatAtStat

The ServiceCcChatAtStat type represents service stat for chat channel

Field	Type	Description
answeredCalls	Int	Operator's chats answered
answeredCallsUnderSpeedLimit	Int	Number of chats answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of chats closed on the service in the 'active' context
connectedCall	Int	Number of conversation chats on agents
currentCalls	Int	Number of chats in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned chats (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for chats queued to the service
queuedCalls	Int	Number of queued chats
receivedCalls	Int	Number of chats received by the service in an "active" context
receivedCallsInAccessList	Int	Number of chats received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
receivedCallsWithT4you	Float	Percentage value of chats received that were answered positively in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youAnonymous	Float	Percentage of chats received that received an anonymous response in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youMultiple	Float	Percentage value of chats received that have had more than one answer in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youSingle	Float	Percentage of chats received that were exactly matched in the directory in an "active" context (if not available, it is valued as -1)
shortCalls	Int	Number of short abandoned chats. A short chat is an abandoned chat that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for chats queued to the service
openTickets	Int	Number of open tickets generated by chats
createdTickets	Int	Number of tickets created generated by chats
callsToTicketsPercentage	Float	Percentage of tickets created by chats on the total number of answered chats (if not available, it is valued as -1)

ServiceCcLivehelpAtStat

The ServiceCcLivehelpAtStat type represents service stat for LiveHelp channel

Field	Type	Description
answeredCalls	Int	Operator's chats answered
answeredCallsUnderSpeedLimit	Int	Number of chats answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of chats closed on the service in the 'active' context
connectedCall	Int	Number of conversation chats on agents
currentCalls	Int	Number of chats in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned chats (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for chats queued to the service
queuedCalls	Int	Number of queued chats
receivedCalls	Int	Number of chats received by the service in an "active" context
receivedCallsInAccessList	Int	Number of chats received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
receivedCallsWithT4you	Float	Percentage value of chats received that were answered positively in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youAnonymous	Float	Percentage of chats received that received an anonymous response in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youMultiple	Float	Percentage value of chats received that have had more than one answer in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youSingle	Float	Percentage of chats received that were exactly matched in the directory in an "active" context (if not available, it is valued as -1)
shortCalls	Int	Number of short abandoned chats. A short chat is an abandoned chat that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for chats queued to the service
openTickets	Int	Number of open tickets generated by chats
createdTickets	Int	Number of tickets created generated by chats
callsToTicketsPercentage	Float	Percentage of tickets created by chats on the total number of answered chats (if not available, it is valued as -1)

ServiceCcOmnideskAtStat

The ServiceCcOmnideskAtStat type represents service stat for OmniDesk channel

Field	Type	Description
answeredCalls	Int	Operator's sessions answered
answeredCallsUnderSpeedLimit	Int	Number of sessions answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of sessions closed on the service in the 'active' context
connectedCall	Int	Number of conversation sessions on agents
currentCalls	Int	Number of sessions in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned sessions (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for sessions queued to the service
queuedCalls	Int	Number of queued sessions
receivedCalls	Int	Number of sessions received by the service in an "active" context
receivedCallsInAccessList	Int	Number of sessions received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
shortCalls	Int	Number of short abandoned sessions. A short session is an abandoned session that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for sessions queued to the service

ServiceCcVideoAtStat

The ServiceCcVideoAtStat type represents service stat for video channel

Field	Type	Description
answeredCalls	Int	Operator's videocalls answered
answeredCallsUnderSpeedLimit	Int	Number of videocalls answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of videocalls closed on the service in the 'active' context
connectedCall	Int	Number of conversation videocalls on agents
currentCalls	Int	Number of videocalls in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned videocalls (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for videocalls queued to the service
queuedCalls	Int	Number of queued videocalls
receivedCalls	Int	Number of videocalls received by the service in an "active" context
receivedCallsInAccessList	Int	Number of videocalls received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
receivedCallsWithT4you	Float	Percentage value of videocalls received that were answered positively in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youAnonymous	Float	Percentage of videocalls received that received an anonymous response in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youMultiple	Float	Percentage value of videocalls received that have had more than one answer in the directory in an "active" context (if not available, it is valued as -1)
receivedCallsWithT4youSingle	Float	Percentage of videocalls received that were exactly matched in the directory in an "active" context (if not available, it is valued as -1)
shortCalls	Int	Number of short abandoned videocalls. A short videocall is an abandoned videocall that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for videocalls queued to the service
openTickets	Int	Number of open tickets generated by videocalls
createdTickets	Int	Number of tickets created generated by videocalls
callsToTicketsPercentage	Float	Percentage of tickets created by videocalls on the total number of answered videocalls (if not available, it is valued as -1)

ServiceStat

The ServiceStat type represents service stat

Field	Type	Description
code	String!	Stat service code
channel	MultiChannel!	Stat channel
channelStats	ServiceAtStatInterface	Service channel stats
userStats	ServiceUserStatInterface	Service users stats
customStats	[CustomStat!]	Service custom stats

ServiceUserCallStat

The ServiceUserCallStat type represents service users' stats for call channel

Field	Type	Description
busyOnDNCallInUsers	UserProfileInStatus	Number of agents engaged in a direct incoming call conversation (DN-Call IN)
busyOnDNCallOutUsers	UserProfileInStatus	Number of agents engaged in conversation for direct outgoing calls (DN-Call OUT)
busyOnDNCallOutUsersPrivate	UserProfileInStatus	Number of agents engaged in a private outgoing call conversation
busyOnDNCallUsers	UserProfileInStatus	Number of agents in conversation for direct calls (DN-Call)
busyOnServUsers	UserProfileInStatus	Number of agents engaged in a service call conversation
busyUsers	UserProfileInStatus	Total number of agents engaged in a telephone conversation
loggedUsers	UserProfileInStatus	Number of logged in agents
notReadyUsers	UserProfileInStatus	Number of agents in Not Ready state
notReadyUsersOnActivityCode	UserProfileInStatus	Number of agents in Not Ready state who have specified an activity code
activityCodeIndicators	[UserProfileInActivityCode!]	Agents in activity code
postCallUsers	UserProfileInStatus	Number of agents in "Post Call Processing" state. It is the timeout configured on each operator to allow the closing of the activities related to the previous service conversation.
readyUsers	UserProfileInStatus	Number of agents in Ready state

ServiceUserStat

The ServiceUserStat type represents service users' stats

Field	Type	Description
busyOnServUsers	UserProfileInStatus	Number of agents engaged in a service interaction
busyUsers	UserProfileInStatus	Total number of agents engaged in an interaction
loggedUsers	UserProfileInStatus	Number of logged in agents
notReadyUsers	UserProfileInStatus	Number of agents in Not Ready state
notReadyUsersOnActivityCode	UserProfileInStatus	Number of agents in Not Ready state who have specified an activity code
activityCodeIndicators	[UserProfileInActivityCode!]	Agents in activity code
postCallUsers	UserProfileInStatus	Number of agents in "Post Call Processing" state. It is the timeout configured on each operator to allow the closing of the activities related to the previous service interaction.
readyUsers	UserProfileInStatus	Number of agents in Ready state

Session

The Session type represents current session

Field	Argument	Type	Description
id		ID!	Session id
expiresIn		Int!	Session expiration in seconds

SessionUser

The SessionUser type represents logged user in current session

Field	Type	Description
publicUsername	String!	Logged user public username
username	String!	Logged user username
surname	String!	Logged user surname
name	String	Logged user name
session	Session!	Logged user current session
authToken	AuthToken!	Logged user auth token
language	Language!	Logged user language
supervisor	Boolean!	Logged user is supervisor

TimeInActivityCode

The TimeInActivityCode type represents time in activity code

Field	Argument	Type	Description
activityCode		String!	Activity code
totalTime		Int!	Total time in activity code

TimeInHold

The TimeInHold type represents time in hold

Field	Argument	Type	Description
time		Date	Last time in hold
timeInState		Int	Total time in hold

User

The User type represents user

Field	Type	Description
mutation	MutationType!	User current mutation type
username	String!	User username
activeProfile	Int	User active profile id
activeProfileType	UserProfileType	User active profile type
surname	String	User surname
name	String	User name
activityCodes	UserActivityCodeMap	User activity codes per channel
services	[String!]	User services
site	Int	User site
skillsets	[String!]	User skillsets
statuses	UserStatusMultiChannelMap	User statuses per channel

UserActivityCodeMap

The UserActivityCodeMap type represents user activity code per channel

Field	Type	Description
CALL	String	User call channel activity code
CUSTOM_1	String	User custom channel 1 activity code
CUSTOM_2	String	User custom channel 2 activity code
CUSTOM_3	String	User custom channel 3 activity code
VIDEO	String	User call channel activity code
CHAT	String	User call channel activity code
MAIL_ACD	String	User mail ACD channel activity code
LIVEHELP	String	User LiveHelp channel activity code
OMNIDESK	String	User OmniDesk channel activity code

UserCallStat

The UserCallStat type represents user stat for call channel

Field	Type	Description
username	String!	Stat user username
name	String	Stat user name
surname	String	Stat user surname
userSite	Int	Stat user site
loggedProfileId	Int!	Stat user logged profile id
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service calls received by the agent
numberCallFromServiceAnswered	Int	Number of service calls answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service calls that the operator did not answer
numberCallIn	Int	Total number of calls received by the agent
numberCallOut	Int	Total number of calls made by the agent
numberCallOutPrivate	Int	Total number of private calls made
numberCallServiceOverSpeedAnswer	Int	Number of calls answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyDnCallIn	Int	Total time (in seconds) that the attendant was on busy for incoming calls
timeInStateBusyDnCallOut	Int	Total time (in seconds) that the attendant was busy for outgoing calls
timeInStateBusyDnCallOutPrivate	Int	Total time (in seconds) that the operator has been in busy state for private outgoing calls
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service calls
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state

UserProfileCallStat

The UserProfileCallStat type represents user profile stat for call channel

Field	Type	Description
id	Int!	Stat user profile id
userSite	Int	Stat user site
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service calls received by the agent
numberCallFromServiceAnswered	Int	Number of service calls answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service calls that the operator did not answer
numberCallIn	Int	Total number of calls received by the agent
numberCallOut	Int	Total number of calls made by the agent
numberCallOutPrivate	Int	Total number of private calls made
numberCallServiceOverSpeedAnswer	Int	Number of calls answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyDnCallIn	Int	Total time (in seconds) that the attendant was on busy for incoming calls
timeInStateBusyDnCallOut	Int	Total time (in seconds) that the attendant was busy for outgoing calls
timeInStateBusyDnCallOutPrivate	Int	Total time (in seconds) that the operator has been in busy state for private outgoing calls
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service calls
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state
timeInHold	TimeInHold	Hold time for service calls

UserProfileInActivityCode

The UserProfileInActivityCode type represents user profiles in activity code

Field	Type	Description
activityCode	String!	Activity code
count	Int	Profile ids in activity code count
profileIds	[Int!]	Profile ids in activity code

UserProfileInStatus

The UserProfileInStatus type represents user profiles in status

Field	Argument	Type	Description
count		Int	Profile ids in status count
profileIds		[Int!]	Profile ids in status

UserProfileStat

The UserProfileStat type represents user profile stat

Field	Type	Description
id	Int!	Stat user profile id
userSite	Int	Stat user site
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service interactions received by the agent
numberCallFromServiceAnswered	Int	Number of service interactions answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service interactions that the operator did not answer
numberCallIn	Int	Total number of interactions received by the agent
numberCallServiceOverSpeedAnswer	Int	Number of interactions answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service interactions
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state

UserStat

The UserStat type represents user stat

Field	Type	Description
username	String!	Stat user username
name	String	Stat user name
surname	String	Stat user surname
userSite	Int	Stat user site
loggedProfileId	Int!	Stat user logged profile id
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service interactions received by the agent
numberCallFromServiceAnswered	Int	Number of service interactions answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service interactions that the operator did not answer
numberCallIn	Int	Total number of interactions received by the agent
numberCallServiceOverSpeedAnswer	Int	Number of interactions answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service interactions
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state

UserStatusMultiChannelMap

The UserStatusMultiChannelMap type represents user status per channel

Field	Type	Description
CALL	UserStatus	User call channel status
CUSTOM_1	UserStatus	User custom channel 1 status
CUSTOM_2	UserStatus	User custom channel 2 status
CUSTOM_3	UserStatus	User custom channel 3 status
VIDEO	UserStatus	User video channel status
CHAT	UserStatus	User chat channel status
MAIL_ACD	UserStatus	User mail ACD channel status
LIVEHELP	UserStatus	User LiveHelp channel status
OMNIDESK	UserStatus	User OmniDesk channel status

Version

The Version type represents the versioning of the application following the SemVer syntax

Field	Type	Description
major	Int	Major version value
minor	Int	Minor version value
patch	Int	Patch version value

Inputs

GroupAttendantStatFilter

The GroupAttendantStatFilter type represents filter for group of operators (for attendant service) stats

Field		Type	Description
CALL		GroupChannelStatFilter	Filter for group call channel stats

GroupChannelStatFilter

The GroupChannelStatFilter type represents filter for group channel stats

Field	Type	Description
groups	[String!]!	Group codes (Search: at least one)
customStatKeys	[String!]	Custom stat keys (Search: at least one)
userSite	Int	User site (Search: exactly; if not specified, consider all user sites)

GroupStatFilter

The GroupStatFilter type represents filter for group stats

Field	Type	Description
CALL	GroupChannelStatFilter	Filter for group call channel stats
CUSTOM_1	GroupChannelStatFilter	Filter for group custom channel 1 stats
CUSTOM_2	GroupChannelStatFilter	Filter for group custom channel 2 stats
CUSTOM_3	GroupChannelStatFilter	Filter for group custom channel 3 stats
VIDEO	GroupChannelStatFilter	Filter for group video channel stats
CHAT	GroupChannelStatFilter	Filter for group chat channel stats
MAIL_ACD	GroupChannelStatFilter	Filter for group mail ACD channel stats
LIVEHELP	GroupChannelStatFilter	Filter for group LiveHelp channel stats
OMNIDESK	GroupChannelStatFilter	Filter for group OmniDesk channel stats

OperatorProfileStatFilter

The OperatorProfileStatFilter type represents filter for operator profile stats

Field		Type	Description
CALL		UserProfileStatChannelFilter	Filter for user profile call channel stats

OperatorStatFilter

The OperatorStatFilter type represents filter for operator stats

Field		Type	Description
CALL		UserStatChannelFilter	Filter for user call channel stats

PdCampaignStatFilter

The CampaignStatsFilter type represents filter for campaign stats

Field		Type	Description
campaigns		[Int!]!

ServiceAttendantCallStatFilter

The ServiceAttendantCallStatFilter type represents filter for service attendant call stats

Field	Type	Description
services	[String!]!	Service codes (Search: at least one)
component	[ServiceAttendantComponent!]!	Attendant service component
customStatKeys	[String!]	Custom stat keys (Search: at least one)
userSite	Int	User site (Search: exactly; if not specified, consider all user sites)

ServiceAttendantStatFilter

The ServiceAttendantStatFilter type represents filter for service attendant stats

Field		Type	Description
CALL		ServiceAttendantCallStatFilter	Filter for service attendant call stats

ServiceChannelStatFilter

The ServiceChannelStatFilter type represents filter for service channel stats

Field	Type	Description
services	[String!]!	Service codes (Search: at least one)
customStatKeys	[String!]	Custom stat keys (Search: at least one)
userSite	Int	User site (Search: exactly; if not specified, consider all user sites)

ServiceStatFilter

The ServiceStatFilter type represents filter for service stats

Field	Type	Description
CALL	ServiceChannelStatFilter	Filter for service call channel stats
CUSTOM_1	ServiceChannelStatFilter	Filter for service custom channel 1 stats
CUSTOM_2	ServiceChannelStatFilter	Filter for service custom channel 2 stats
CUSTOM_3	ServiceChannelStatFilter	Filter for service custom channel 3 stats
VIDEO	ServiceChannelStatFilter	Filter for service video channel stats
CHAT	ServiceChannelStatFilter	Filter for service chat channel stats
MAIL_ACD	ServiceChannelStatFilter	Filter for service mail ACD channel stats
LIVEHELP	ServiceChannelStatFilter	Filter for service LiveHelp channel stats
OMNIDESK	ServiceChannelStatFilter	Filter for service OmniDesk channel stats

UserFilter

The UserFilter type represents filter for user info

Field	Type	Description
surname	String	User surname (Search: contains)
name	String	User name (Search: contains)
sites	[Int!]	User sites (Search: at least one)
statuses	[UserStatusFilter!]	User statuses (Search: at least one)
skillsets	[String!]	User skillsets (Search: at least one)
services	[String!]	User services (Search: at least one)
activityCodes	[String!]	User activity codes (Search: at least one)
channels	[MultiChannel!]	User channels (Search: at least one)
profileTypes	[UserProfileType!]	User profile types (Search: at least one)

UserProfileStatChannelFilter

The UserProfileStatChannelFilter type represents filter for user profile channel stats

Field		Type	Description
userProfiles		[Int!]!	Users profile ids (Search: at least one)
activityCodes		[String!]	Activity codes (Search: at least one)

UserProfileStatFilter

The UserProfileStatFilter type represents filter for user profile stats

Field	Type	Description
CALL	UserProfileStatChannelFilter	Filter for user profile call channel stats
CUSTOM_1	UserProfileStatChannelFilter	Filter for user profile custom channel 1 stats
CUSTOM_2	UserProfileStatChannelFilter	Filter for user profile custom channel 2 stats
CUSTOM_3	UserProfileStatChannelFilter	Filter for user profile custom channel 3 stats
VIDEO	UserProfileStatChannelFilter	Filter for user profile video channel stats
CHAT	UserProfileStatChannelFilter	Filter for user profile chat channel stats
MAIL_ACD	UserProfileStatChannelFilter	Filter for user profile mail ACD channel stats
LIVEHELP	UserProfileStatChannelFilter	Filter for user profile LiveHelp channel stats
OMNIDESK	UserProfileStatChannelFilter	Filter for user profile OmniDesk channel stats

UserStatChannelFilter

The UserStatChannelFilter type represents filter for user channel stats

Field		Type	Description
users		[String!]!	Users username (Search: at least one)
activityCodes		[String!]	Activity codes (Search: at least one)

UserStatFilter

The UserStatFilter type represents filter for user stats

Field	Type	Description
CALL	UserStatChannelFilter	Filter for user call channel stats
CUSTOM_1	UserStatChannelFilter	Filter for user custom channel 1 stats
CUSTOM_2	UserStatChannelFilter	Filter for user custom channel 2 stats
CUSTOM_3	UserStatChannelFilter	Filter for user custom channel 3 stats
VIDEO	UserStatChannelFilter	Filter for user video channel stats
CHAT	UserStatChannelFilter	Filter for user chat channel stats
MAIL_ACD	UserStatChannelFilter	Filter for user mail ACD channel stats
LIVEHELP	UserStatChannelFilter	Filter for user LiveHelp channel stats
OMNIDESK	UserStatChannelFilter	Filter for user OmniDesk channel stats

Enums

ErrorCode

The ErrorCode enum represents the list of possible error codes that the server can return in response to a request

Value	Description
UNAUTHORIZED	Unauthorized code indicates that the request has not been applied because it lacks valid authentication credentials in current session

Language

The Language enum represents language

Value	Description
IT	Italian
EN	English
it_IT	Italian (IT)
en_US	English (US)

MultiChannel

The MultiChannel enum represents channel type

Value	Description
CALL	Call channel
CUSTOM_1	Custom channel 1
CUSTOM_2	Custom channel 2
CUSTOM_3	Custom channel 3
VIDEO	Video channel
CHAT	Chat channel
MAIL_ACD	Mail ACD channel
LIVEHELP	LiveHelp channel
OMNIDESK	OmniDesk channel

MutationType

The MutationType enum represents state of presence of associated item in current result

Value	Description
CREATED	Item has been created
UPDATED	Item has been updated
DELETED	Item has been deleted

ServiceAttendantComponent

The ServiceAttendantComponent enum represents service attendant call type

Value	Description
ALL	All type calls
INTERNAL	Internal calls
EXTERNAL	External calls
RETURNS	Returns to service calls

StatType

The StatType enum represents stat type

Value	Description
SERVICE	Service stat type
USER	User stat type
USERPROFILE	User profile stat type
GROUP	Group stat type

UserProfileType

The UserProfileType enum represents user profile type

Value	Description
AGENT	Agent profile
OPERATOR	Operator profile

UserStatus

The UserStatus enum represents user status

Value	Description
READY	User ready
NOT_READY	User not ready
BOOKED	User booked
BUSY	User busy
NOT_READY_BUSY	User not ready busy
WNR	User in post "call" processing (WNR: Work Not Ready)
BUSY_dn_call_in	User busy on inbound interaction
BUSY_dn_call_out	User busy on outbound interaction
BUSY_dn_call_out_private	User busy on private outbound interaction
BUSY_service	User busy on service interaction
NR_BUSY_dn_call_in	User not ready busy on inbound interaction
NR_BUSY_dn_call_out	User not readt busy on outbound interaction
NR_BUSY_dn_call_out_private	User not readt busy on private outbound interaction

UserStatusFilter

The UserStatusFilter enum represents user status to filter

Value	Description
READY	User ready
NOT_READY	User not ready
BOOKED	User booked
BUSY	User busy
NOT_READY_BUSY	User not ready busy
WNR	User in post "call" processing (WNR: Work Not Ready)

Scalars

Boolean

The Boolean scalar type represents true or false.

Date

The Date scalar type represents date/time (RFC 3339) as string at UTC.

Float

The Float scalar type represents signed double-precision fractional values as specified by IEEE 754.

ID

The ID scalar type represents a unique identifier, often used to refetch an object or as key for a cache. The ID type appears in a JSON response as a String; however, it is not intended to be human-readable. When expected as an input type, any string (such as "4") or integer (such as 4) input value will be accepted as an ID.

Int

The Int scalar type represents non-fractional signed whole numeric values. Int can represent values between -(2^31) and 2^31 - 1.

String

The String scalar type represents textual data, represented as UTF-8 character sequences. The String type is most often used by GraphQL to represent free-form human-readable text.

Interfaces

GroupStatInterface

The GroupStatInterface interface represents group stat

Field	Type	Description
answeredCalls	Int	Operator's interactions answered
closedCalls	Int	Number of interactions closed on the service in the 'active' context
hangupCalls	Int	Number of abandoned interactions (hung up by the caller) in the "active" context
queuedCalls	Int	Number of queued interactions
receivedCalls	Int	Number of interactions received by the service in an "active" context
shortCalls	Int	Number of short abandoned interactions. A short interaction is an abandoned interaction that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)

ServiceAtStatInterface

The ServiceAtStatInterface interface represents service stat

Field	Type	Description
answeredCalls	Int	Operator's interactions answered
answeredCallsUnderSpeedLimit	Int	Number of interactions answered by operator within the 'response speed' threshold timeout
closedCalls	Int	Number of interactions closed on the service in the 'active' context
connectedCall	Int	Number of conversation interactions on agents
currentCalls	Int	Number of interactions in progress on the service in the 'active' context
hangupCalls	Int	Number of abandoned interactions (hung up by the caller) in the "active" context
maxTimeCallOnQueue	Int	Maximum waiting time in queue for interactions queued to the service
queuedCalls	Int	Number of queued interactions
receivedCalls	Int	Number of interactions received by the service in an "active" context
receivedCallsInAccessList	Int	Number of interactions received by the service in the 'active' context filtered from the access list (blacklist or whitelist)
shortCalls	Int	Number of short abandoned interactions. A short interaction is an abandoned interaction that does not exceed a predetermined duration (e.g. Users who realize they have the wrong number and hang up almost immediately)
averageTimeOnQueue	Float	Average waiting time in queue for interactions queued to the service

ServiceUserStatInterface

The ServiceUserStatInterface interface represents service users' stats

Field	Type	Description
busyOnServUsers	UserProfileInStatus	Number of agents engaged in a service interaction
busyUsers	UserProfileInStatus	Total number of agents engaged in an interaction
loggedUsers	UserProfileInStatus	Number of logged in agents
notReadyUsers	UserProfileInStatus	Number of agents in Not Ready state
notReadyUsersOnActivityCode	UserProfileInStatus	Number of agents in Not Ready state who have specified an activity code
activityCodeIndicators	[UserProfileInActivityCode!]	Agents in activity code
postCallUsers	UserProfileInStatus	Number of agents in "Post Call Processing" state. It is the timeout configured on each operator to allow the closing of the activities related to the previous service interaction.
readyUsers	UserProfileInStatus	Number of agents in Ready state

UserProfileStatInterface

The UserProfileStatInterface interface represents user profile stat

Field	Type	Description
id	Int!	Stat user profile id
userSite	Int	Stat user site
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service interactions received by the agent
numberCallFromServiceAnswered	Int	Number of service interactions answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service interactions that the operator did not answer
numberCallIn	Int	Total number of interactions received by the agent
numberCallServiceOverSpeedAnswer	Int	Number of interactions answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service interactions
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state

UserStatInterface

The UserStatInterface interface represents user stat

Field	Type	Description
username	String!	Stat user username
name	String	Stat user name
surname	String	Stat user surname
userSite	Int	Stat user site
loggedProfileId	Int!	Stat user logged profile id
channel	MultiChannel!	Stat channel
activityCode	String	Stat user activity code (if not present, it is valued as "__EMPTY__")
activityCode2	String	Stat user 2nd level activity code (if not present, it is valued as "__EMPTY__")
currentGroup	String	Stat user current group (if not present, it is valued as "__EMPTY__")
currentService	String	Stat user current service (if not present, it is valued as "__EMPTY__")
numberCallFromService	Int	Number of service interactions received by the agent
numberCallFromServiceAnswered	Int	Number of service interactions answered by the agent
numberCallFromServiceNotAnswered	Int	Number of service interactions that the operator did not answer
numberCallIn	Int	Total number of interactions received by the agent
numberCallServiceOverSpeedAnswer	Int	Number of interactions answered by the service beyond the 'response speed' threshold configured in the TVox-> General settings-> Miscellaneous menu
status	UserStatus	Current Agent state
timeInActivityCode	[TimeInActivityCode!]	Total time elapsed on activity code
timeInActivityCodeStateBusy	[TimeInActivityCode!]	Total time wlapsed on activity code
timeInActivityCodeStateNotReady	[TimeInActivityCode!]	Total time elapsed on activity code in state not ready
timeInState	Date	Time spent by the operator in the current state
timeInStateBooked	Int	Total time (expressed in seconds) that the operator has been in the Reserved state. This is the time when the phone rings
timeInStateBusy	Int	Total time (expressed in seconds) that the operator has remained in the busy state (Busy)
timeInStateBusyOnService	Int	Total time (in seconds) that the operator has been in the busy state for service interactions
timeInStateNotReady	Int	Total time (in seconds) that the operator was in the Not Ready state
timeInStateReady	Int	Total time (in seconds) that the operator was in the Ready state
timeInStateWNR	Int	Total time (in seconds) that the operator was in the "Post Call Processing" state

GraphQL Glossary

Below a short GraphQL glossary of the main terms used in reference to the example on the right, reporting some basic GraphQL operations for retrieving some users info searching them by name and adding user.

# Query "users" searches for users with name equal to "John"
# and displays their name, surname, address (street and city)
# and employment, distinguished between school for child and office for adult
query {
  users(searchName: "John") {
    name
    surname
    address {
      street
      city
    }
    employment {
      ... on Child {
        school
      }
      ... on Adult {
        office
      }
    }
  }
}

# Mutation "userAdd" add user with name "John" and surname "Doe"
mutation {
  userAdd(name: "John", surname: "Doe") {
    name
    surname
    address {
      street
      city
    }
  }
}

# Subscription "users" searches for users with name equal to "John"
# and send updates on their name, surname and address (street and city)
subscription {
  users(searchName: "John") {
    name
    surname
    address {
      street
      city
    }
  }
}

Term	Description	Example
Query	Operation type defining a single data request	`query`
Mutation	Operation type defining a request that applies changes to the server	`mutation`
Subscription	Operation type defining a request for data whose changes are to be received	`subscription`
Operation	Function that performs the requested operation	`users`, `userAdd`
Argument	Values to filter requested data or used for mutation	`searchName`, `name`, `surname`
Field	Value that rapresents requested data	`name`, `surname`, `address` (`street` and `city` are defined as fields of `address`), `employment` (interface or union of `Child` and `Adult`)
Inline Fragments	If you are querying a field that returns an interface or a union type, you will need to use inline fragments to access data on the underlying concrete type.	`... on Child {`, `... on Adult {`

Example

Download the example Test here.

The example test is a basic Angular client that uses a GraphQL client self-generated from the RTD Server schema. More details in its README.md file.

After downloading and unzipping the example test:

install (npm install)
set your TVox host (in angular.proxy.conf.js file)
run (ng serve) the test

Then, login with valid TVox credentials to start monitor the system.

After logging in, you can get services or users (the default for testing is all registered users).

If you want to get services, enter the code of the services in the text area, separating them with commas (e.g. code1,code2,...), and click generate statistics.

The result of the click Generate statistics is the list of services with the values of its indicators, if you click the Retrieve users button, get the list of users with their statistics.

Download

Download the GraphQL schema here.

Changelog

1.3.0

Available from: 26.2.7, 26.5.0

Service Stats / Service Attendant Stats
- Added counter of delivery interactions (deliveryCalls).

1.2.0

Service Attendant Stats
- Added queries and subscriptions for Service Attendant Stats (serviceAttendantStats).
- Added Service Attendant Component filter (ServiceAttendantComponent, ServiceAttendantStatFilter).
Operator Stats
- Added queries and subscriptions for Operator Stats (operatorStats).
- Added Operator Stat filters (OperatorStatFilter).
Operator Profile Stats
- Added queries and subscriptions for Operator Profile Stats (operatorProfileStats).
- Added Operator Profile Stat filters (OperatorProfileStatFilter).
Group Attendant Stats
- Added queries and subscriptions for Group Attendant Stats (groupAttendantStats).
- Added Group Attendant Stat filter (GroupAttendantStatFilter).
Users
- Added profile type filtering for users (profileTypes).

1.0.3

Power Dialer Campaign Stats
- Added query and subscription for Power Dialer Campaign Stats (pdCampaignStats).

1.0.2

Service Stats / Group Stats
- [BREAKING CHANGES] Custom Stat values now also include the aggregate value of the filtered services/groups.
  See CustomStat object documentation for more details.

1.0.1

Group Stats
- Added filter by user site (userSite)
Service Stats
- Added average waiting time in queue for calls queued to the service (averageTimeOnQueue)

1.0.0

First release
- Stats for CALL Channel: Services, Groups, Users, User Profiles

Introduction

Overview

Protocol

HTTP

Request

GET request

POST request

Response

WebSocket

subscriptions-transport-ws

graphql-ws

Development & Testing

Version

Server Health

Authentication

Session Cookie

Access Token Cookie

Access Token Connection Parameter

Service Stats

Group Stats

Users

User Stats

User Profile Stats

Power Dialer Campaign Stats

Service Attendant Stats

Operator Stats

Operator Profile Stats

Group Attendant Stats

Schema Types

Query

Mutation

Subscription

Objects

AuthToken

CustomStat

CustomStatValue

GroupAttendantStat

GroupChannelStat

GroupStat

GroupUserStat

OperatorCallStat

OperatorProfileCallStat

PdCampaignStat

RtdVersion

ServiceAtStat

ServiceAttendantStat

ServiceCcCallAtStat

ServiceCcChatAtStat

ServiceCcLivehelpAtStat

ServiceCcOmnideskAtStat

ServiceCcVideoAtStat

ServiceStat

ServiceUserCallStat

ServiceUserStat

Session

SessionUser

TimeInActivityCode

TimeInHold

User

UserActivityCodeMap

UserCallStat

UserProfileCallStat

UserProfileInActivityCode

UserProfileInStatus

UserProfileStat

UserStat

UserStatusMultiChannelMap

Version

Inputs

GroupAttendantStatFilter

GroupChannelStatFilter

GroupStatFilter

OperatorProfileStatFilter

OperatorStatFilter

PdCampaignStatFilter

ServiceAttendantCallStatFilter

ServiceAttendantStatFilter

ServiceChannelStatFilter

ServiceStatFilter

UserFilter