With our release launched on January, 18th 2024, we introduced Data Aggregations which are exposed via our OData interface and can be used in your Workforce Management (WFM) software system to calculate the usage of services and plan for future staffing.

The following aggregations have been added:

• UserStatesAggregates
• UserSessionsAggregates
• ServiceSessionsAggregates

In this scenario we expose the aggregated data via the OData Interface which can be loaded and transformed according to the requirements of your Workforce Management System:

User States Aggregates

Returns a list of entries containing aggregated time values per state for a user within an interval of 15 minutes starting at a given date time.

Aggregated User States Example

On January 11th from 14:15 pm to 14:30 pm Agent Nicole Roberts worked with the Contact Center (SumWorkTime) the whole timespan of 15 minutes. She took a break for 4.3 minutes (SumPause) and was ready for taking calls for 10.7 minutes in total (SumReadyTime). She was also in a waiting state for the same amount of time (SumWait). We can conclude that she hasn't taken any call within that time span.

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "14:15",
	"Id": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Interval": 15,
	"UserId": "xxxxxxx-xxxx -xxxx-xxxx-xxxxxxxxxxxxxx",
	"UserUpn": "nroberts@yourtenant.com",
	"UserDisplayName": "Nicole Roberts",
	"UserOrganizationUnitId": "xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx",
	"TenantId": "xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx",
	"SumWorkTime": 15.0,
	"SumReadyTime": 10.7,
	"SumConnectedTime": 0.0,
	"SumAcwTime": 0.0,
	"SumPause": 4.3,
	"SumOffDuty": 0.0,
	"SumWait": 10.7
}

The User States Aggregates can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/UserStatesAggregates

The following parameters can for example be used to filter the data:

Example with filter:

https://{{ODataAPI}}/v1/odata/UserStatesAggregates?$filter=DateFrom gt 2024-01-28 AND DateFrom le 2024-01-29

🔎 You can find a description how to filter OData on Odata.org.

The User States Aggregates will return a list of entries containing the following data:

The UserStateType is defined as follows:

Please refer to the tables in Nimbus Reporting Model 

User Sessions Aggregates

Returns a list of entries containing aggregated time values for of all user service sessions within an interval of 15 minutes starting at a given date time.

Aggregated User Sessions Example

On January 11th from 14:15pm to 14:30 pm, Agent Nicole Robert worked with the Contact Center. During these 15 minutes, she accepted 9 calls (CntAccepted). She did not accept 7 calls (CntNotAccepted). She did not transfer (CntTransferred) or did not try to consult a colleague (CntConsulted). Her overall connection time has been 283 seconds (SumConnectedTime). The average connected time per call was 31,4 seconds (AvgConnectedTime). After Call Work time was not configured for Nicole Roberts.

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "14:15",
	"Id": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Interval": 15,
	"ServiceName": "Demo Service",
	"ServiceUpn": "demo.service@yourtenant.com",
	"ServiceId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"TenantId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"ServiceOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"OrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Modality": 1,
	"UserId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"UserUpn": "nroberts@yourtenant.com", 
	"UserDisplayName": "Nicole Roberts",
	"UserOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"CntAccepted": 9,
	"CntNotAccepted": 7,
	"CntTransferred": 0,
	"CntConsulted": 0,
	"AcceptanceRate": 0.562,
	"TransferredRate": 0.0,
	"ConsultedRate": 0.0,
	"SumConnectedTime": 283.0,
	"SumAcwTime": 0.0,
	"AvgConnectedTime": 31.4,
	"AvgAcwTime": 0.0
}          

The User Sessions Aggregation can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/UserSessionsAggregates

The following parameters can for example be used to filter the data:

 Example with filter:

https://{{ODataAPI}}/v1/odata/UserSessionsAggregates?$filter=DateFrom gt 2024-01-20 AND DateFrom le 2024-01-29 AND UserUpn eq 'your.user@yourtenant.com' AND Modality eq 1

🔎 You can find a description how to filter OData on Odata.org.

The UserServicesAggregation returns a list with entries containing the following values:

Service Sessions Aggregates

Returns a list of aggregated data entries about service SLA's Counts, Sums, Averages and Maximums for a given modality on all tasks within an interval of 15 minutes starting at a given date time.

Aggregated Service Session Example

This dataset returns metrics on all calls (Modality=1) that went through a service called Demo Service on January the 11th from 15:00 pm to 15:15 pm.

We see that calls were queued for 1782 seconds (SumQueueTime) and the sum of ACW time is 0 (SumAcwTime), maybe ACW is not enabled for this service. The longest call took 49 seconds to handle (MaxHandlingTime). 44 times an agent has been involved in call handling (CntUsersInvolved). 44 Sessions (CntSessionsQueued) have been queued. All accepted calls together have been queued for 889 seconds (SumQueueTimeAccepted).

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "15:00",
	"Id": "70933980.01dcb441-8b28-4f8e-8a82-a62659c83d7f.1",
	"Interval": 15,
	"ServiceName": "Demo Service",
	"ServiceUpn": "demo.service@yourtenant.com",
	"ServiceId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"TenantId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"ServiceOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"OrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Modality": 1,
	"AcceptanceSla": 1.0,
	"HangupSla": 1.0,
	"Reachability": 0.614,
	"AvgQueueTimeAccepted": 32.9,
	"AvgQueueTimeAbandoned": 26.5,
	"AvgQueueTime": 40.5,
	"AvgHandlingTime": 31.6,
	"AvgAcwTime": 0.0,
	"CntSessionsAbandoned": 2,
	"CntSessionHangupByCustomerBeforeSla": 2,
	"CntSessionHangupByCustomerShort": 0,
	"CntUsersInvolved": 44,
	"CntSessionsQueued": 44,
	"CntSessionsAccepted": 27,
	"CntSessionsAcceptedInSla": 27,
	"CntOverflowSessionsIn": 0,
	"CntOverflowSessionsOut": 0,
	"SumQueueTimeAccepted": 889.0,
	"SumQueueTimeAbandoned": 53.0,
	"SumQueueTime": 1782.0,
	"SumHandlingTime": 853.0,
	"SumAcwTime": 0.0,
	"MaxQueueTimeAccepted": 45.0,
	"MaxQueueTimeAbandoned": 36.0,
	"MaxHandlingTime": 49.0,
	"MaxAcwTime": 0.0
}

The Service Sessions Aggregates can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/ServiceSessionsAggregates

The following parameters can for example be used to filter the data:

Example with filters:

https://{{ODataAPI}}/v1/odata/ServiceSessionsAggregates?$filter=DateFrom gt 2024-01-20 AND DateFrom le 2024-01-29 AND ServiceUpn eq 'MyExample@nimbus-service.de' AND Modality eq 1

🔎 You can find a description how to filter OData on Odata.org.

The UserServicesAggregation returns a list with entries containing the following values: