The Agent Monitor Search API provides real-time monitoring data about Agents, Campaigns, and Queues with the Convoso platform.
Endpoint:
GET https://api.convoso.com/v1/agent-monitor/search
🔒 Authentication
- Parameter Name: auth_token
- Type: Query Parameter
- Required: Yes
🔎 Query Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| auth_token | string | ✅ Yes | API token for authentication |
| campaign_id | string | ❌ No | Filter results to agents assigned to this campaign |
| queue_id | string | ❌ No | Filter results to agent assigned to this queue. |
| user_id | string | ❌ No | Filter results to a specific agent (user) |
| filter_by_skill_options | string | ❌ No | Comma-separated skills to filter agents by (e.g., Spanish,TechSupport). |
Example Request
GET https://api.convoso.com/v1/agent-monitor/search?auth_token=your_auth_token&campaign_id=123&queue_id=456&user_id=789&filter_by_skill_options=Spanish,TechSupport
Response Format (JSON)
{
"success": true,
"data": {
"entries": {
"success":true,
"code": 200,
"campaigns":[
{
"value": 1234,
"name": "My Campaign Name"
}
],
"queues":[
{
"value": 56789,
"name": "My Queue Name"
}
],
"agents": [
{
"user_id": "123456",
"user_full_name": "Agent Example",
"campaign_id": "9999",
"campaign_name": "Sample Campaign",
"queue_id": "",
"queue_name": "",
"queue_assignment": "Sample Queue Assignment",
"queue_assignment_ids": ["11111", "22222"],
"list_id": "0",
"list_name": "-",
"extension": "SIP-00000",
"channel_type": "VOICE",
"call_type": "-",
"lead_id": "0",
"call_log_id": "999999999",
"calls_today": "123",
"total_calls": 123,
"since_last_update": 5,
"last_state_change": "2025-05-28 14:43:52",
"last_call_time": "2025-05-28 14:43:48",
"last_update_time": "2025-05-28 14:43:54",
"last_call_finish": "2025-05-28 14:43:52",
"last_inbound_call_time": "2025-05-28 14:37:48",
"last_inbound_call_finish": "2025-05-28 14:37:55",
"availability_id": "2",
"inbound_only": "0",
"status": "READY",
"status_label": "Ready",
"status_time_sec": 31447,
"status_time_mmss": "08:44:07",
"status_ready_time_sec": 2,
"status_ready_time_mmss": "00:00:02",
"status_wait_time_sec": 2,
"status_wait_time_mmss": "00:00:02",
"status_incall_time_sec": 0,
"status_incall_time_mmss": "00:00:00",
"status_dispo_time_sec": 0,
"status_dispo_time_mmss": "00:00:00",
"status_dead_time_sec": 0,
"status_dead_time_mmss": "00:00:00",
"status_preview_time_sec": 0,
"status_preview_time_mmss": "00:00:00",
"status_length_sec": 2,
"status_length": "00:00:02",
"campaign_skill": "0",
"campaign_weight": "0",
"force_logout": "0",
"awaiting_confirmation": "0",
"connection_type": "BROWSER",
"class": "waiting_light",
"text_class": "text_black",
"skill_options": "||"
}
],
"call_data": {
"inbound_active_calls": [],
"outbound_active_calls": [],
"available_agents": [],
"lead_id_to_user_id": [],
"users": []
},
"out_of_funds": false,
"data": {
"queue_dialable_leads": "6362335",
"queue_calls_today": "399475",
"queue_dropped": "6185",
"queue_answered": "30595",
"inbound_total_pause_avg": "1.41",
"inbound_total_wait_avg": "4.28",
"inbound_total_talk_avg": "4.19",
"inbound_total_dispo_avg": "0.56",
"inbound_total_agents_today": "2905",
"queue_answered_percent": "7.66",
"queue_dropped_percent": "1.55",
"campaign_id": "",
"dialable_leads": "4271138",
"calls_today": "298345",
"manual_calls_today": "181",
"dropped": "2074",
"dropped_percent": "1.54",
"agents_average_onemin": "0.16",
"answered": "20544",
"outbound_total_pause_avg": "1.19",
"outbound_total_wait_avg": "3.12",
"outbound_total_talk_avg": "2.97",
"outbound_total_dispo_avg": "0.28",
"outbound_total_agents_today": "313",
"outbound_total_pause_avg_length": "353806",
"outbound_total_wait_avg_length": "930628",
"outbound_total_talk_avg_length": "886591",
"outbound_total_dispo_avg_length": "82162",
"time": "2025-06-02 10:51:47",
"hopper": "12220",
"calls_placed": 220,
"calls_ringing": 219,
"calls_waiting_in": 0,
"calls_waiting_out": 1,
"amdmsgs": 0,
"agent_total": 128,
"agent_incall": 21,
"agent_ready": 36,
"agent_paused": 67,
"agent_dead": 3,
"agent_dispo": 1,
"agent_total_time": 0,
"agent_incall_time": 0,
"agent_ready_time": 0,
"agent_paused_time": 0,
"agent_dead_time": 0,
"agent_dispo_time": 0,
"agent_total_time_count": 0,
"agent_incall_time_count": 0,
"agent_ready_time_count": 0,
"agent_paused_time_count": 0,
"agent_dead_time_count": 0,
"agent_dispo_time_count": 0,
"agent_time_ready": 1081,
"agent_time_count_ready": 36,
"agent_time_incall": 565,
"agent_time_count_incall": 21,
"agent_time_paused": 256219,
"agent_time_count_paused": 67,
"agent_time_dead": 6,
"agent_time_count_dead": 3,
"agent_time_dispo": 1401,
"agent_time_count_dispo": 1,
"agent_avg_incall": "00:00:26",
"agent_avg_ready": "00:00:30",
"agent_avg_paused": "01:03:44",
"agent_avg_dispo": "00:23:21",
"agent_avg_dead": "00:00:02"
}
},
"available_agents": 36,
"logged_in_agents": 125
}
}
Response Field Definitions
Campaigns Object
| Field | Type | Description |
|---|---|---|
| value | integer | The campaign identifier |
| name | string | The name of the campaign |
Queues Object
| Field | Type | Description |
|---|---|---|
| value | integer | The queue identifier |
| name | string | The name of the queue |
Agents Object
| Field | Type | Description |
|---|---|---|
| user_id | string | Convoso Agent Identifier |
| user_full_name | string | Agent's full name |
| campaign_id | string | The campaign the agent is assigned to |
| campaign_name | string | Associated campaign name |
| queue_id | string | Queue ID |
| queue_name | string | Queue name |
| queue_assignment | string | Labels for assigned queues. |
| queue_assignment_ids | string | Array of IDs for assigned queues. |
| list_id | string | Lead list ID |
| list_name | string | Lead list name |
| extension | string | SIP/phone extension |
| channel_type | string | Type of communication (e.g. VOICE) |
| call_type | string | Call type (INBOUND, OUTBOUND, etc.) |
| lead_id | string | Lead ID if engaged in a call |
| call_log_id | string | Log ID of last call |
| calls_today | string | Total calls assigned today |
| total_calls | number | Total calls assigned |
| since_last_update | number | Seconds since last UI update |
| last_state_change | string | Timestamp of last status change |
| last_call_time | string | Timestamp of last call start |
| last_update_time | string | Timestamp of last agent UI update |
| last_call_finish | string | Timestamp when last call ended |
| last_inbound_call_time | string | Last inbound call start time |
| last_inbound_call_finish | string | Last inbound call end time |
| availability_id | string | Agent availability status ID |
| inbound_only | string | "1" if inbound only |
| status | string | System status (READY, INCALL) |
| status_label | string | Friendly name of status |
| status_time_sec | number | Seconds in current status |
| status_time_mmss | string | Time in current status in HH:MM:SS format |
| status_ready_time_sec | number | Seconds in "Ready" status |
| status_ready_time_mmss | string | Seconds in "Ready" status in HH:MM:SS format |
| status_wait_time_sec | number | Wait time in seconds |
| status_wait_time_mmss | string | Wait time in seconds in HH:MM:SS format |
| status_incall_time_sec | number | Time in active call (seconds) |
| status_incall_time_mmss | string | Time in active call in HH:MM:SS format |
| status_dispo_time_sec | number | Time in disposition status |
| status_dispo_time_mmss | string | Time in disposition status in HH:MM:SS format |
| status_dead_time_sec | number | Time in "dead" state |
| status_dead_time_mmss | string | Time in "dead" state in HH:MM:SS format |
| status_preview_time_sec | number | Time in preview mode |
| status_preview_time_mmss | string | Time in preview mode in HH:MM:SS format |
| status_length_sec | number | Status duration in seconds |
| status_length | string | Time in Status in HH:MM:SS format |
| campaign_skill | string | Skill level in campaign |
| campaign_weight | string | Skill priority in campaign |
| force_logout | string | "1" if logout is forced |
| awaiting_confirmation | string | "1" if pending confirmation to enter wait status |
| connection_type | string | BROWSER, PHONE, etc. |
| class | string | CSS class for UI styling |
| text_class | string | Text color class |
| skill_options | string | Skills as string (pipe-separated) |
| CallData |
| |
| Field | Type | Description |
| inbound_active_calls | object | Active inbound calls |
| outbound_active_calls | object | Active outbound calls |
| available_agents | object | Currently available agents |
| lead_id_to_user_id | object | Mapping of lead IDs to user IDs |
| users | object | Detailed call data per user (if present) |
| Campaign & Queue Statistics |
| |
| Field | Type | Description |
| queue_dialable_leads | string | Dialable leads in queue |
| queue_calls_today | string | Total queue calls today |
| queue_dropped | string | Dropped queue calls |
| queue_answered | string | Answered queue calls |
| queue_answered_percent | string | Answer rate (%) |
| queue_dropped_percent | string | Drop rate (%) |
| inbound_total_pause_avg | string | Avg. pause time (minutes) |
| inbound_total_wait_avg | string | Avg. wait time (minutes) |
| inbound_total_talk_avg | string | Avg. talk time (minutes) |
| inbound_total_dispo_avg | string | Avg. disposition time (minutes) |
| inbound_total_agents_today | string | Number of agents handling inbound today |
| outbound_total_pause_avg | string | Avg. pause time (minutes) |
| outbound_total_wait_avg | string | Avg. wait time (minutes) |
| outbound_total_talk_avg | string | Avg. talk time (minutes) |
| outbound_total_dispo_avg | string | Avg. dispo time (minutes) |
| outbound_total_agents_today | string | Agents making outbound calls |
| outbound_total_pause_avg_length | string | Total pause time (seconds) |
| outbound_total_wait_avg_length | string | Total wait time (seconds) |
| outbound_total_talk_avg_length | string | Total talk time (seconds) |
| outbound_total_dispo_avg_length | string | Total dispo time (seconds) |
| campaign_id | string | Campaign ID (contextual) |
| dialable_leads | string | Total dialable leads |
| calls_today | string | Total campaign calls today |
| manual_calls_today | string | Manual calls today |
| dropped | string | Dropped calls count |
| dropped_percent | string | Dropped call percentage |
| agents_average_onemin | string | Avg. agents available per minute |
| answered | string | Total answered calls |
| Real-Time Call Counters |
| |
| hopper | string | Leads currently in hopper |
| calls_placed | number | Calls placed right now |
| calls_ringing | number | Calls currently ringing |
| calls_waiting_in | number | Waiting inbound calls |
| calls_waiting_out | number | Waiting outbound calls |
| amdmsgs | number | Detected answering machine messages |
| agent_total | number | Total agents |
| agent_incall | number | Agents on a call |
| agent_ready | number | Agents ready for a call |
| agent_paused | number | Paused agents |
| agent_dead | number | Agents in dead state |
| agent_dispo | number | Agents in disposition |
| agent_total_time | number | Aggregate session time |
| agent_incall_time | number | Total incall time |
| agent_ready_time | number | Total ready time |
| agent_paused_time | number | Total pause time |
| agent_dead_time | number | Total dead time |
| agent_dispo_time | number | Total dispo time |
| Agent State Counters |
| |
| agent_total_time_count | number | Sessions measured |
| agent_incall_time_count | number | Incall sessions counted |
| agent_ready_time_count | number | Ready sessions counted |
| agent_paused_time_count | number | Paused sessions counted |
| agent_dead_time_count | number | Dead state sessions counted |
| agent_dispo_time_count | number | Dispo sessions counted |
| Agent Time Averages |
| |
| agent_avg_incall | string | MM:SS format |
| agent_avg_ready | string | MM:SS |
| agent_avg_paused | string | MM:SS |
| agent_avg_dispo | string | MM:SS |
| agent_avg_dead | string | MM:SS |