Get Volume

Description

Queries aggregate conversation data for call volume metrics (tAnswered, nOffered, tAbandon), filtered by inbound direction.

Business Application

Fundamental for Demand Analysis. Tracks call load patterns (peak hours, days) to ensure adequate staffing. High abandonment rates (tAbandon) directly impact Customer Satisfaction (CSAT).

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. Dynamic: Calculate based on current date (e.g., Last 7 Days).
metrics	Array	Yes	Name of the requested metrics (e.g., ["tAnswered", "nOffered", "tAbandon"])
filter	Object	Yes	Filter object to specify direction

Sample Request

{
    "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
    "metrics": [
        "tAnswered",
        "nOffered",
        "tAbandon"
    ],
    "filter": {
        "type": "and",
        "predicates": [
            {
                "type": "dimension",
                "dimension": "direction",
                "operator": "matches",
                "value": "inbound"
            }
        ]
    }
}

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":["tAnswered","nOffered","tAbandon"],"filter":{"type":"and","predicates":[{"type":"dimension","dimension":"direction","operator":"matches","value":"inbound"}]}}'

Response

Body Parameters

Name	Type	Description
results	Array	Array of results
mediaType	String	Specifying whether it’s voice or chat
metrics	Array	Array of the requested metrics

Sample Response

{
    "results": [
        {
            "group": {
                "mediaType": "message"
            },
            "data": [
                {
                    "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
                    "metrics": [
                        {
                            "metric": "nOffered",
                            "stats": {
                                "count": 1092
                            }
                        },
                        {
                            "metric": "tAnswered",
                            "stats": {
                                "max": 185606,
                                "min": 103,
                                "count": 1088,
                                "sum": 897968
                            }
                        }
                    ]
                }
            ]
        },
        {
            "group": {
                "mediaType": "voice"
            },
            "data": [
                {
                    "interval": "2025-11-10T00:00:00.000Z/2025-11-17T23:59:59.999Z",
                    "metrics": [
                        {
                            "metric": "nOffered",
                            "stats": {
                                "count": 42
                            }
                        },
                        {
                            "metric": "tAbandon",
                            "stats": {
                                "max": 51117,
                                "min": 851,
                                "count": 2,
                                "sum": 51968
                            }
                        },
                        {
                            "metric": "tAnswered",
                            "stats": {
                                "max": 2703,
                                "min": 351,
                                "count": 40,
                                "sum": 58111
                            }
                        }
                    ]
                }
            ]
        }
    ]
}