Agent Activity

The Agent Activity report shows per-agent interaction handling across the PBX — how many interactions each agent accepted, missed or rejected, the time they spent talking, wrapping up and on hold, their current status, and any interaction they are handling right now. It backs the User Status view in Analytics for Work.

It is served by a single endpoint:

• GET /v2/pbxes/{pbxId}/agent-activity — Agent Activity reference

Request

Method: GET

Headers

Name	Required	Description	Example
8x8-apikey	✓	The 8x8-apikey provided	test_key_kjdfidj238jf9123df221
Authorization	✓	The access_token as a Bearer token	Bearer eyJhbGciOiJSUzI1NiJ9.yyyyyyyy.zzzzzzzzzz

Path

Name	Required	Description	Example
pbxId	✓	The opaque id of the PBX (not the PBX name).	P2DlDO1HSKe0uPdZlClziw

Query

Name	Required	Description	Example
userIds		Restrict to specific agents/users (comma-separated).	u1,u2
userStatuses		Filter by current user status (comma-separated).	AVAILABLE,BUSY
queueIds		Restrict to agents in specific queues (comma-separated).	q1
siteIds		Restrict to specific sites (comma-separated).	site1
startDate / endDate		Historical window in ISO 8601. Omit both for the current live state.	2026-07-01T00:00:00Z
intraDayStart / intraDayEnd		Optional intra-day window; only valid together with startDate/endDate.	2026-07-01T09:00:00Z
metrics		Comma-separated metrics to return (see below).	acceptedInteractions,agentTotalTalkTime
includeSummary		Defaults to true; pass false to omit the aggregated summary of the metrics.	false

Metrics

Full descriptions are on the reference page. They fall into these groups:

• Volume — enteredInteractions, acceptedInteractions, acceptedInteractionsPercentage, missedInteractions, missedInteractionsPercentage, rejectedInteractions, rejectedInteractionsPercentage
• Timing (seconds) — agentAverageTimeToAnswer, agentTotalTalkTime, averageTalkingInteractionsTime, averageOnHoldInteractionsTime, averageWrapUpTime, totalInteractionTime
• Status — userStatusTime
• Live (ongoing) — ongoingHandlingInteractions, ongoingTalkingInteractions, ongoingOnHoldInteractions, ongoingWrapUpInteractions, ongoingAvgTalkingInteractionsTime, ongoingAvgHandlingInteractionsTime, ongoingTalkingInteractionsTime, ongoingOnHoldInteractionsTime, ongoingWrapUpInteractionsTime, ongoingTotalHandlingInteractionsTime

Example request

📘 Try it out

You can try this endpoint from the reference.

curl --location --request GET 'https://api.8x8.com/analytics/work/v2/pbxes/{pbxId}/agent-activity?startDate=2026-07-01T00:00:00Z&endDate=2026-07-15T23:59:59Z&metrics=acceptedInteractions,missedInteractions,agentTotalTalkTime' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Response

Each entry in agentActivity identifies the agent (userId, agentExtension, agentName), their userStatus / activityStatus, the queues they are logged in to, any interaction they are currently handling, and the requested metrics. When includeSummary=true, a top-level summary aggregates the metrics.

📘 Durations are in seconds. Timing and percentage values may be decimals (percentages are 0–100); only counts are integers.

{
  "agentActivity": [
    {
      "userId": "5f2c1a90-1b23-4d56-8e90-abcdef012345",
      "agentExtension": "1014",
      "agentName": "Chandler Hollow",
      "userStatus": "AVAILABLE",
      "activityStatus": "HANDLING",
      "loggedInQueues": ["Support CQ", "Sales CQ"],
      "interaction": {
        "caller": "Chay Hoss",
        "address": "1006"
      },
      "metrics": {
        "acceptedInteractions": 42,
        "missedInteractions": 3,
        "rejectedInteractions": 1,
        "agentTotalTalkTime": 5820.5,
        "averageWrapUpTime": 12.4,
        "userStatusTime": 3600.0,
        "ongoingTalkingInteractions": 1
      }
    }
  ],
  "summary": {
    "acceptedInteractions": 42,
    "missedInteractions": 3
  }
}

Response fields

Field	Description
agentActivity[]	One entry per agent matching the filters
agentActivity[].userId / agentExtension / agentName	Agent identifier, extension and display name
agentActivity[].userStatus / activityStatus	The agent's presence status and current call-handling activity
agentActivity[].loggedInQueues	Queues the agent is currently logged in to
agentActivity[].interaction	The interaction the agent is currently handling (caller, address), if any
agentActivity[].metrics	Object holding each requested metric and its value
summary	Aggregated metrics across all returned agents (only when includeSummary=true)