GET - Get agents' aggregated status metrics (over the complete period)

Purpose

Use this API to fetch the aggregated status data for a given set of agents or queues.

Authorization

HeaderKey	Description
Authorization*	Zoho-oauthtoken<space><ACCESS_TOKEN>
Accept*	Set to application/json.

Request URL

Method: GET

https://voice.zoho.com/rest/json/zv/metrics/statusaudit/overview

Scope: ZohoVoice.agents.READ

Parameters:

Param Name	Data Type	Description
from	Number	Represents the starting index for retrieving records.
size	Number	Represents the number of records to be returned.
fromEpoch*	Long	Represents the start timestamp in epoch milliseconds.
toEpoch*	Long	Represents the end timestamp in epoch milliseconds.
agentIds*	String	Represents single or multiple agent IDs separated by commas.
queueIds*	String	Represents single or multiple queue IDs separated by commas. When both agentIds and queueIds are provided, only queueIds are used to filter the results.
sortField	String	Represents the status by which the results are sorted. Possible values: On Call Offline On Break Available Busy Working Time
sortMetric	String	Represents the metric by which the results are sorted. Possible values: avg sum min max
sortOrder	String	Represents the sort order. Possible values: asc desc
tz*	String	Represents the timezone used to display the results.
excludeDays	String	Represents the list of weekdays to exclude, where 1 denotes Monday and 7 denotes Sunday, without any separator. Example: To exclude weekends, use 67
excludeStatus	String	Represents the list of statuses to exclude, separated by commas. Example: To exclude Offline and On Break, use On Break,Offline

Sample Request

Copiedcurl "https://voice.zoho.com/rest/json/zv/metrics/statusaudit/overview?fromEpoch=1764547200000&toEpoch=1764633600&agentIds=600000000039003&tz=GMT" \
-X GET \
-H "Authorization:Zoho-oauthtoken *****"

Sample Response - Success

Copied{
   "overview": {
       "agentmetrics": {
           "overallAggregation": {
               "Working Time": {
                   "avg": 140780500.4,
                   "max": 162421466,
                   "onlineStatus": "Working Time",
                   "sum": 703902502,
                   "daily_peragent_avg": 35195125.1
               },
               "Offline": {..},
               "Available": {..},
               "On Call": {..},
               "agentCount": 4,
               "daysCount": 5
           },
           "maxTimeAgents": {
               "On Break": {
                   "duration": "--",
                   "agentName": "--",
                   "previous_status": "On Break"
               },
               "Busy": {
                   "duration": "--",
                   "agentName": "--",
                   "previous_status": "Busy"
               }
           },
           "individualAggregation": [
               {
                   "agent_id": "600000000039003",
                   "agentEmail": "jacques@zylker.com",
                   "agentName": "Jack",
                   "Working Time": {
                       "avg": 40426688,
                       "max": 161471551,
                       "onlineStatus": "Working Time",
                       "sum": 2.0213344E+8
                   },
                   "On Break": {
                       "avg": "--",
                       "peragent_avg": "--",
                       "max": "--",
                       "onlineStatus": "On Break",
                       "sum": "0",
                       "daily_peragent_avg": "--"
                   },
                   "Busy": {
                       "avg": "--",
                       "peragent_avg": "--",
                       "max": "--",
                       "onlineStatus": "Busy",
                       "sum": "0",
                       "daily_peragent_avg": "--"
                   },
                   "Offline": {
                       "avg": "--",
                       "peragent_avg": "--",
                       "max": "--",
                       "onlineStatus": "Offline",
                       "sum": "0",
                       "daily_peragent_avg": "--"
                   },
                   "Available": {
                       "avg": 40265253.8,
                       "max": 161471551,
                       "onlineStatus": "Available",
                       "sum": 201326269
                   },
                   "On Call": {
                       "avg": 161434.2,
                       "max": 311311,
                       "onlineStatus": "On Call",
                       "sum": 807171
                   }
               },
               {..},
               {..},
               {..}
           ]
       }
   },
   "code": "200",
   "status": "SUCCESS"
}

Sample Response - Error

Copied{
 "status": "ERROR",
 "code":"ZVTSA005",
 "response":{
     "errorCode": "ZVTSA003",
     "errorMessage": "Agent Status Tracking can be viewed for only 21 days at a time."
  }
}