Contact Center API - List Historical Queue's Agents Reports - Not Receiving 'total_transferred_in'

API and Webhooks
1

Contact Center API

List Historical Queue’s Agents Reports
Zoom Contact Center API

Description
I am trying to retrieve the number of engagements that were transferred in to an agent. I’m receiving the expected response from the “List historical queue’s agents reports” endpoint, but ‘total_transferred_in’ is not included.

Request:
Method: GET
URL: “https://api.zoom.us/v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics”
queueId: ‘************F2666’
Params:
from=‘2023-11-10T00:00:00-07:00’
to=‘2023-11-11T00:00:00-07:00’
channel_types=‘voice’
interval=‘1_day’

Error?
I have confirmed that there are engagements that were transferred to and from that queue on that day.

I’m getting good responses, just missing ‘total_transferred_in’.

Thanks

2

Hi @JaredC
Thanks for reaching out to us, I am happy to help here!
Could you please confirm if you have been able to get this field in the past? Could you run the query again and double-check if you are getting it?
If not, please let me know so I can follow up with a private message to grab more details about this

Cheers,
Elisa

3

Hey Elisa,

I have never received this field.
I made the request again and it’s not included.

Thanks

(edit - some extra details)

I have confirmed that the first user (“Bri*”) had a call transferred in but that’s not in the response.
The second user (“Bee*”) transferred 2 calls out, and that’s shown.

Request:

curl -G -H "Authorization: Bearer $TOKEN" --data-urlencode "from=2023-11-10T00:00:00-07:00" --data-urlencode "to=2023-11-11T00:00:00-07:00" "https://api.zoom.us/v2/contact_center/analytics/historical/queues/$QUEUE_ID/agents/metrics?channel_types=voice&interval=1_day"

Part of the response:

{
    "next_page_token": "",
    "page_size": 100,
    "total_records": 12,
    "from": "2023-11-10T00:00:00-07:00",
    "to": "2023-11-11T00:00:00-07:00",
    "timezone": "GMT-07:00",
    "agents": [
        {
            "user_id": "HRm********",
            "display_name": "Bri********",
            "voice": {
                "total_outbound": 1,
                "start_time_interval": "2023-11-10T00:00:00-07:00",
                "end_time_interval": "2023-11-10T00:00:00-07:00"
            }
        },
        ...
        {
            "user_id": "WyF********",
            "display_name": "Bee********",
            "total_inbound": 11,
            "total_completed": 10,
            "total_transferred_out": 2,
            "voice": {
                "total_missed": 1,
                "inbound_average_talking_duration": 650.55,
                "inbound_longest_talking_duration": 3379.0,
                "inbound_shortest_talking_duration": 0.0,
                "inbound_average_wrap_up_duration": 41.0,
                "inbound_longest_wrap_up_duration": 62.0,
                "inbound_shortest_wrap_up_duration": 0.0,
                "start_time_interval": "2023-11-10T00:00:00-07:00",
                "end_time_interval": "2023-11-10T00:00:00-07:00",
                "total_answered_users": 10,
                "total_answer_duration": 7156.0,
                "total_hold_duration": 0.0,
                "total_wrap_up_duration": 451.0,
                "total_queue_wait_duration": 1997.0,
                "total_abandoned_duration": 0.0
            }
        },
        ...
    ]
}
4

Thanks for sharing more details with me @JaredC
I will go ahead and send you a private message to get more information from you
Please follow up there