Call-centre numbers (F10.3 wallboard · F10.6 reports)
GET/api/calls/stats
ONE endpoint for both screens: the wallboard asks for today, the report screen for a range, and everything else about the question is identical. Two endpoints would be two definitions of "answered", and the day they drift they contradict each other in front of the same manager.
SERVICE LEVEL is the share of ANSWERED calls picked up within
threshold seconds — a PARAMETER with a default, not an industry
standard this API is entitled to declare. It is measured over answered
calls only: a missed call has no pickup time, and folding it in would
move the number for reasons the metric is not about. The missed rate is
reported separately, right beside it.
CALLS STILL IN PROGRESS ARE COUNTED NOWHERE. A live call has no outcome and no talk time; counting it as a miss makes a wallboard lie for the length of every conversation — exactly when somebody is watching.
RATES ARE NULL, NEVER ZERO, when there is nothing to divide: "0% answered" on a day with no calls is a false alarm somebody acts on.
VISIBILITY is the conversation policy's, in SQL — the same scope the call log uses, because a number that counts calls the reader may not see is the worst kind of leak: trusted at a glance, never questioned.
NOT PROVIDED: occupancy, adherence, forecasting. Those need agent-state history this platform does not record, and deriving them from call rows would be numbers with the shape of truth and none of the substance.
Request
Responses
- 200
- 401
- 403
The numbers for the requested scope.
Not authenticated. code: account_disabled means the member's seat was deactivated in this workspace: the session is over even though the token was not revoked (clients sign out and clean up).
The actor may not view conversations.