Get AHT

Description

The interface GET_AHT (Average Handle Time) is a REST API querying the aggregated metric of the AHT. This API provides the data in terms of voice and message. It queries aggregate conversation data to retrieve the tHandle metric, used to calculate Average Handle Time.

Business Application

A critical efficiency metric. Lower AHT often indicates efficiency, while High AHT might suggest complex issues or training gaps. Used for Capacity Planning and staffing.

Endpoint

POST https://api.mypurecloud.de/api/v2/analytics/conversations/aggregates/query

Request

Headers

• Authorization: Bearer Token
• Content-Type: application/json

Body Parameters

Name	Type	Mandatory	Description
interval	DateTime	Yes	Time range for this query (e.g., 2025-11-10T00:00.../2025-11-17T...). Dynamic Calculation: Calculate based on current date (e.g., Last 7 Days).
metrics	Array	Yes	Requested Metrics (e.g., ["tHandle"])
filter	Object	Optional	Filter to get per user as opposed to all users. Use userId retrieved from Get All Users.

Sample Request

{
 "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
 "metrics": ["tHandle"]
}

CURL Example

curl -X POST 'https://api.mypurecloud.de/api/v2/analytics/conversations/aggregates/query' \
  -H 'Authorization: Bearer *******************' \
  -H 'Content-Type: application/json' \
  --data-raw $'{"interval":"2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z","metrics":["tHandle"]}'

Response

Body Parameters

Name	Type	Description
results	Array	Contains grouping and data for the query
metrics	Array	Contains the specific metric stats (sum, count) used to calculate AHT

Sample Response

{
    "results": [
        {
            "group": {
                "mediaType": "message"
            },
            "data": [
                {
                    "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
                    "metrics": [
                        {
                            "metric": "tHandle",
                            "stats": {
                                "max": 4825184,
                                "min": 7489,
                                "count": 1113,
                                "sum": 963943429
                            }
                        }
                    ]
                }
            ]
        },
        {
            "group": {
                "mediaType": "voice"
            },
            "data": [
                {
                    "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
                    "metrics": [
                        {
                            "metric": "tHandle",
                            "stats": {
                                "max": 3449214,
                                "min": 856,
                                "count": 1618,
                                "sum": 430537628
                            }
                        }
                    ]
                }
            ]
        }
    ]
}