Contact-center reports in Analytics give daily agent and queue performance for any date range up to 92 days, defaulting to the last 7 days. Agent rows show inbound calls handled, outbound calls placed, talk time, average handle time, missed offers, wrap-up time and occupancy. Queue rows show calls offered, answered and abandoned, average and maximum wait, and service level.
Agent performance#
| Column | API field |
|---|---|
| Inbound handled | calls_handled |
| Outbound placed | calls_outbound |
| Talk time | talk_time_seconds |
| Avg handle time | avg_handle_time_seconds |
| Missed | calls_missed |
| Wrap-up | wrap_up_time_seconds |
| Occupancy | occupancy_percent |
Queue performance#
| Column | API field |
|---|---|
| Offered | calls_offered |
| Answered | calls_answered |
| Abandoned | calls_abandoned |
| Avg wait | avg_wait_time_seconds |
| Max wait | max_wait_time_seconds |
| Service level | service_level_percent (answered within 20 s / answered) |
How reports are built#
- Calls and status changes are logged as they happen.
- A daily rollup turns them into one row per agent per day and one row per queue per day.
- You pick a range in Analytics, or pass
fromandto(YYYY-MM-DD, inclusive) to the API. - Metrics we cannot measure are labelled. Transfers, hold time and first-call resolution are returned as "not recorded" rather than zero.
API#
| Method | Path | Returns |
|---|---|---|
| GET | /ccaas/reports/agents?from=&to= |
Daily rows for every agent |
| GET | /ccaas/reports/agents/{id}?from=&to= |
One agent's daily trend plus disposition breakdown |
| GET | /ccaas/reports/queues?from=&to= |
Daily rows for every queue |
Each response has data (rows) and meta with from, to, state_history_since and an unmeasured map. A range over 92 days, or from after to, returns 400.
FAQ#
What is the longest range I can request?#
92 days per request.
Why do older rows show "not recorded" for wrap-up and occupancy?#
Time-in-state metrics come from agent state history, which starts on 18 September 2026.
Are transfers counted?#
Not yet. They are listed in meta.unmeasured.
Can I export reports?#
Call the API and save the JSON, or copy from the Analytics tables.
Does today's data appear?#
Today's live numbers are on the real-time dashboard. Reports show completed days from the daily rollup.
How is occupancy defined?#
Working time (on call, busy and wrap-up) divided by working time plus available time. Break and offline time are left out.