❗️
Deprecation Update
This API will be deprecated by 30th April 2025.
We recommend to start using the new version of the Disposition APIs.

Average Handling Time (Basic authentication)

Average Handling Time (Token authentication)

This API calculates the average handling time for outbound calls made by a specific agent or a campaign over the last two hours.

To utilize this API, provide the following parameters. Please note that you only need to specify one parameter between 'agentId' and 'campaignName'.

Parameter	Description
apiKey*	Available in CloudAgent admin login
userName*	CloudAgent account name
agentId	To calculate AHT of a particular agent
campaignName	To calculate AHT of a particular campaign

❗️
Note

The Rate Limit for this API is 50 Requests Per Minute.

Possible responses


Success response for Campaign	"status": "success" "message": "CampaignID": "xxxx" "CampaignName": "xxxx" "AHT": "00:00:27"
Success response for Agent	"status": "success" "message": "AgentID": "xx" "AgentName": "xxxxxxx" "AHT":"00:02:37"
If userName is Empty	"status": "error" "message": "userName should not be empty"
If apiKey is Empty	"status": "error" "message": "apiKey should not be empty"
If both agentId and campaignName is not passed	"status": "error" "message": "Both agentId and campaignName cannot be passed at a time"
If both agentId and campaignName is passed as empty fields	"status": "error" "message": "Both agentId and campaignName cannot be empty"
If invalid apiKey or userName is passed	"status": "error" "message": "userName or apiKey is Invalid"
If an invalid agentId is passed while fetching for a particular agent	"status": "error" "message": "agentId is Invalid"
If an invalid campaignName is passed while fetching for a particular Campaign	"status": "error" "message": "campaignName is Invalid"
If the Rate Limit exceeds	"status": "error" "message": "max limit exceeded"

📘
Further Insights
By default, the domain name is https://in1-ccaas-api.ozonetel.com. Please refer here to change based on the need.

200Successful response