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  1. Chat Solution
  2. CSN-1129 Queue Position and Estimated Wait time
  3. CSN-1159

[reporting connector] Implement Average Talk Time API

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Details

    • Sub-task
    • Status: QA-Ready
    • Major
    • Resolution: Fixed - Pending SQA
    • None
    • None
    • None
    • None
    • CRM Connector (CRMCONNECT)
    • Sprint 5 CTI 23 May - 5 Jun

    Description

      Reporting connector will expose a REST API for Average Talk Time.
      API Spec:

      1. API should expose a GET request for Average Talk Time
      2. API should get time duration as input in url parameter. This time duration will be in seconds.
        1. time-bracket = currentTime - timeDurationSentInUrlParam e.g.
          1. API call will look like
            // This example url parameter specifies 1d/24h duration in seconds
            https://<fqdn>/<api-path>?timeDuration=86400
            

            time bracket will be last 24 hours at the API calling time in this example

            Example: https://<fqdn>/api/AvgTalkTime?timeDuration=86400
      1. API will calculate per queue Average Talk Time in seconds from DB via a query and will respond with the following data structure
        // Reason Code: 200, Type: application/json
        [
          {
            "QueueId" : "<queue-1-id>",
            "AvgTalkTime" : "<queue-1-average-talk-time-in-seconds>",
            "TaskCount" : "<number of tasks in queue 1>"
          },
          {
            "QueueId" : "<queue-2-id>",
            "AvgTalkTime" : "<queue-2-average-talk-time-in-seconds>",
            "TaskCount" : "<number of tasks in queue 2>"
          }
        ]
        

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            awais.aslam Awais Aslam
            awais.aslam Awais Aslam
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              Updated:
              Resolved:

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