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Extension Summary

Provides a detailed summary of call activity for any extension user in the phone system. See aggregate call volume and how calls were handled at the level of every user, regardless of how the call arrived at the user's extension. Using this report, you can track the number of answered, abandoned, and missed calls for each user, and supervise employee productivity.

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8x8 Work Analytics Historical access is via this multi step process. For any of the endpoints the same process is followed.

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You will need a working API key to begin

You can generate API credentials from How to get API Keys

The 8x8-api-key will be the Key generated. For Work Analytics the Secret from Admin Console is not required.

Use the following base URL during this process:

  • https://api.8x8.com/analytics/work

1. Authenticate to retrieve access token

You will use your API key combined with the user credentials of a user with permission and access to Work Analytics to authenticate, this user does not need to be the one who generated the API credentials

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User must access Analytics at least once via browser

The users credentials will not be able to leverage the API until they have used Work Analytics via browser at least once

Parameters

Method: POST

Headers

NameRequiredDescriptionExample
8x8-apikey✓The 8x8-api key providedtest_key_kjdfidj238jf9123df221
Content-Type✓Set content type to form-urlencodedapplication/x-www-form-urlencoded

Body

NameRequiredDescriptionExample
username✓The 8x8 username of a user with Work Analytics access privileges[email protected]
password✓The 8x8 password of the user with Work Analytics access privilegesRrnp5QBW6dTbx^TP

Authentication Request:

curl --location --request POST 'https://api.8x8.com/analytics/work/v1/oauth/token' \
--header '8x8-apikey: {8x8-apikey input here}' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'username={8x8 username of user input here}' \
--data-urlencode 'password={8x8 password of user input here}'

Authentication Response:

Response

{
    "access_token": "eyJhbGciOiJSUzI1NiJ9.yyyyyyyyyyy.zzzzzzzzzzzz",
    "token_type": "bearer",
    "expires_in": 1800

Outputs For Next Step:

  • access_token
  • expires_in

The token will expire in the number of seconds specified in expires_in.

The following steps will use the access_token as a Bearer Token form of authentication. This takes the form of the
Authorization header being set to Bearer access_token (Space between Bearer and the access_token)

2. Run Report

Parameters

Method: GET

Headers

NameRequiredDescriptionExample
8x8-apikey✓The 8x8-api key providedtest_key_kjdfidj238jf9123df221
Authorization✓Pass the access_token returned from the authentication request as a Bearer token Bearer {access_token}Bearer eyJhbGciOiJSUzI1NiJ9.yyyyyyyyyyy.zzzzzzzzzzzz

Path

NameRequiredDescriptionExample
version✓The current version for extension summary is v2v2

Query

NameRequiredDescriptionExample
pbxId✓Pass the pbxId (PBX Name) of the requested pbx or comma separated list of pbxIds or allpbxes for all of the pbxs in the customer account. PBX names can be found here in Admin Consoleacmecorp,acmecorp2
startTime✓The interval start time for CDR searches - the format is YYYY-MM-DD HH:MM:SS.2022-10-20 08:30:00
endTime✓The interval end time for CDR searches - the format is YYYY-MM-DD HH:MM:SS.2022-10-20 19:00:00
timeZone✓IANA Time Zones. Examples America/New_York, Europe/London Wikipedia Time Zone ListAmerica/New_York

Extension Summary Request

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Try out the Extension Summary

Try it out @ Extension Summary Reference and see who's made more calls.

curl --location --request GET 'https://api.8x8.com/analytics/work/v{version}/extsum?pbxId={pbxId here}&startTime=2022-02-03 00:00:00&endTime=2022-02-03 10:00:00&timeZone=America/New_York' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Extension Summary Response

For details on the company summary metrics please refer to Extension Summary Glossary

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Durations are in milliseconds

[
    {
        "PbxId": "acmecorp",
        "Extension": "8885",
      	"ServiceType": "UE",
        "FirstName": "Alice",
        "LastName": "Smith",
        "Branch": "East Coast",
        "Department": "Marketing",
        "External_Inbound_Total": 1,
        "External_Inbound_Answered": 0,
        "External_Inbound_Abandoned": 1,
        "Percent_External_Inbound_Answered": 0,
        "External_Inbound_Missed": 1,
        "External_Outbound_Total": 0,
        "External_Outbound_Answered": 0,
        "Percent_External_Outbound_Answered": 0,
        "External_Outbound_Abandoned": 0,
        "Internal_Inbound_Total": 0,
        "Internal_Inbound_Answered": 0,
        "Internal_Inbound_Abandoned": 0,
        "Internal_Inbound_Missed": 0,
        "Internal_Outbound_Total": 0,
        "Internal_Outbound_Answered": 0,
        "Internal_Outbound_Abandoned": 0,
        "Inbound_Total": 1,
        "Inbound_Answered": 0,
        "Inbound_Abandoned": 1,
        "Inbound_Missed": 1,
        "Total_Calls_To_VM": 0,
        "Outbound_Total": 0,
        "Outbound_Answered": 0,
        "Outbound_Abandoned": 0,
        "Total_Answered": 0,
        "Total_Abandoned": 1,
        "Total_Missed": 1,
        "Total_Ring_Time": 1195,
        "Total_Talk_Time": 0,
        "Total_Abandoned_Time": 0,
        "Total_Call_Time": 19048,
        "Avg_Ring_Time": 1195,
        "Avg_Talk_Time": 0,
        "Inbound_Talk_Time": 0,
        "Outbound_Talk_Time": 0,
        "Avg_Abandoned_Time": 0,
        "Email": "alice.smith",
        "UserName": "[email protected]"
    },
    {
        "PbxId": "acmecorp2",
        "Extension": "441001",
      	"ServiceType": "UE",
        "FirstName": "Li",
        "LastName": "Chan",
        "Branch": "Remote",
        "Department": "HR",
        "External_Inbound_Total": 1,
        "External_Inbound_Answered": 1,
        "External_Inbound_Abandoned": 0,
        "Percent_External_Inbound_Answered": 100,
        "External_Inbound_Missed": 0,
        "External_Outbound_Total": 0,
        "External_Outbound_Answered": 0,
        "Percent_External_Outbound_Answered": 0,
        "External_Outbound_Abandoned": 0,
        "Internal_Inbound_Total": 0,
        "Internal_Inbound_Answered": 0,
        "Internal_Inbound_Abandoned": 0,
        "Internal_Inbound_Missed": 0,
        "Internal_Outbound_Total": 0,
        "Internal_Outbound_Answered": 0,
        "Internal_Outbound_Abandoned": 0,
        "Inbound_Total": 1,
        "Inbound_Answered": 1,
        "Inbound_Abandoned": 0,
        "Inbound_Missed": 0,
        "Total_Calls_To_VM": 0,
        "Outbound_Total": 0,
        "Outbound_Answered": 0,
        "Outbound_Abandoned": 0,
        "Total_Answered": 1,
        "Total_Abandoned": 0,
        "Total_Missed": 0,
        "Total_Ring_Time": 5160,
        "Total_Talk_Time": 2248,
        "Total_Abandoned_Time": 0,
        "Total_Call_Time": 7408,
        "Avg_Ring_Time": 5160,
        "Avg_Talk_Time": 2248,
        "Inbound_Talk_Time": 0,
        "Outbound_Talk_Time": 0,
        "Avg_Abandoned_Time": 0,
        "Email": "[email protected]",
        "UserName": "li.chan"
    }
]

Fields not defined in glossary

NameDescription
UserName8x8 username of the user, or "N/A" for non users
EmailConfigured email address of the user, or "N/A" for non users

Updated 8 months ago