This module is designed to get the ticket resolution data performed by agent. The Service URL of the module is given by following link-
https://www.enterice.com/external/icedataapi/api/email/get_ticket_resolution_by_agent
- Json Formats-
- Code snippet for Web Service Use-
GET_TICKET_RESOLUTION_BY_AGENT
{
“Token”: “34gdf6754y3444”
“FromDateTime”: “07/05/2018 2:22”,
“ToDateTime”: “07/06/2018 12:22”,
“TimeZoneID”: “20”,
“TimeZoneOffset”: “-300”,
“OrgID”: “168”,
“SkillID”: “111”
}
2. Description for Request Parameters-
| Request Parameters | Notes | ||||||||||||||||||||||||||||||||||
| Token | string | Authentication Token | |||||||||||||||||||||||||||||||||
| FromDateTime | string | From Date and Time | |||||||||||||||||||||||||||||||||
| ToDateTime | string | To Date and Time | |||||||||||||||||||||||||||||||||
| TimeZoneID | integer | Time zone id of specific time zone |
|
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| SkillID | integer | Skill id | For all skill pass 0 | ||||||||||||||||||||||||||||||||
| TimeZoneOffset | Integer | Offset for specific timezone | Use offset as given in TimeZoneID column | ||||||||||||||||||||||||||||||||
| OrgID | Integer | Organization id | |||||||||||||||||||||||||||||||||
3. Response Example-
Success:
{
“TicketResolutionData”: [
{
“AgentName”: “John”,
“SkillName”: “Sales”,
“AverageResolutionTime”: 100:01:30,
“ResolvedTicket”: 5,
“Tier3”: 7,
“Tier2”:3,
“Tier1”:5
},
{
“AgentName”: “Michael”,
“SkillName”: “Support”,
“AverageResolutionTime”: 100:01:30,
“ResolvedTicket”: 5,
“Tier3”: 7,
“Tier2”:3,
“Tier1”:5
}
]
}
Fail:
{ “Status”: “ false”,
“Message”: “as above.”,
“Error”: “as above”
}