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Accessing QueueMetrics through its XML-RPC interface

Loway

Revision History
Revision 1.92009/12/02L

Table of Contents

1. Document contents
1.1. Revision history
2. What is XML RPC?
2.1. Which functions does QueueMetrics export as XML-RPC?
2.2. Example: accessing QueueMetrics from Python
2.3. Example: Accessing QueueMetrics from Java
2.4. Example: Accessing QueueMetrics from PHP
2.5. Example: Accessing QueueMetrics from JavaScript
3. Understanding call parameters
3.1. The method QM.stats
3.2. The method QM.realtime
3.3. The method QM.qareport
3.4. The method QM.qaformreport
3.5. The method QM.qaformsummary
3.6. The method QM.auth
3.7. The method QM.findAudio
4. Understanding results
5. Using an external auth source for QueueMetrics
5.1. Log on procedure
5.2. XML-RPC call parameters
A. Response block names
A.1. Response block names for QM.stats
A.1.1. DataObject: AgentsDO
A.1.2. DataObject: AreaAnDO
A.1.3. DataObject: DistrDO
A.1.4. DataObject: CallDistrDO
A.1.5. DataObject: OkDO
A.1.6. DataObject: KoDO
A.1.7. DataObject: OutcomesDO
A.1.8. DataObject: DetailsDO
A.2. Response block names for QM.realtime
A.2.1. DataObject: RealtimeDO
A.3. Response block names for QM.qareport
A.3.1. DataObject: QualAssDO
A.4. Response block names for QM.qaformreport
A.4.1. DataObject: QualAssFormDO
A.5. Response block names for QM.qaformsummary
A.5.1. DataObject: QualAssDO
A.6. Response block names for QM.auth
A.7. Response block names for QM.findAudio
6. Appendix II: A short list of XML-RPC libraries

1. Document contents

This document details how to access and use the XML-RPC access functionality in Loway QueueMetrics. This makes it possible for your programs to leverage the power of QueueMetrics by calling a very simple API, with bindings available in nearly every programming language.

1.1. Revision history

  • Nov 13, 2006: First draft
  • March 22, 2007: Added PHP example
  • April 13, 2007: "raw" blocks available
  • May 11, 2007: real-time blocks and auth server
  • Jun 11, 2007: multi-stint calls
  • Nov 11, 2007: enter-queue position and schedule adherence
  • Nov 10, 2008: Added Outcomes data blocks and external XML-RPC Authentication description
  • Jan 14, 2009: Added support for JavaScript
  • Feb 11, 2009: Moved to AsciiDoc format for ease of updating
  • Feb 17, 2009: Added QM.findAudio methods
  • Aug 07, 2009: Added QM.qareport and QM.qaformreport reports
  • Aug 10, 2009: Added AgentsDO.AnsCallsCG for "Answered calls by custom group" reporting
  • Dec 2, 2009: Added QM.qaformsummary report
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