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Interact with 3CX telephony system
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Overview

This node interacts with the 3CX telephony system to retrieve chat statistics data for queue agents. Specifically, the "Get Queue Agents Chat Statistics Data" operation fetches detailed chat activity metrics for agents in a specified queue within a given time range. This is useful for contact center managers or supervisors who want to analyze agent performance, monitor chat workloads, and optimize resource allocation.

Practical examples include:

  • Generating reports on how many chats each agent handled during a shift.
  • Monitoring peak chat times by analyzing start and end dates.
  • Filtering or sorting agents based on specific criteria such as chat duration or status.

Properties

Name Meaning
Queue Dn Str The identifier string of the queue for which chat statistics are requested.
Start Dt The start date/time for the statistics data range (e.g., beginning of the reporting period).
End Dt The end date/time for the statistics data range (e.g., end of the reporting period).
Participant Type Numeric value indicating the type of participant (e.g., agent, supervisor) whose stats to fetch.
Options Additional query options to refine the request:
- Top Limit the number of returned items to the first n entries.
- Skip Skip the first n items in the result set.
- Search Search phrase(s) to filter items by text matching.
- Filter OData-style filter expression to restrict results by property values (e.g., State eq 'Connected').
- Count Boolean flag to include the total count of items in the response.
- Select Comma-separated list of properties to return for each item (e.g., Id,Name).
- Orderby Comma-separated list of properties to order the results by, with optional direction (asc/desc).
- Expand Comma-separated related entities to expand inline in the response.

Output

The node outputs JSON data containing the queue agents' chat statistics according to the specified parameters and filters. The structure typically includes an array of agent statistics objects, each detailing metrics such as chat counts, durations, statuses, and other relevant fields depending on the API response.

If binary data were involved (e.g., recordings), it would be indicated here, but this operation focuses on JSON statistical data only.

Dependencies

  • Requires an API key credential for authenticating with the 3CX telephony system.
  • Needs the base URL of the 3CX server configured in the credentials.
  • The node uses HTTP requests to the 3CX API endpoint /xapi/v1 with appropriate query parameters.

Troubleshooting

  • Missing or invalid credentials: Ensure that the API authentication token or OAuth2 credentials are correctly configured and valid.
  • Invalid date formats: The Start Dt and End Dt must be in a format accepted by the 3CX API; otherwise, the request may fail or return no data.
  • Incorrect queue identifier: If Queue Dn Str does not match an existing queue, the response will be empty or error out.
  • Improper filter or search syntax: Using incorrect OData filter expressions or malformed search strings can cause errors or unexpected results.
  • API rate limits or connectivity issues: Network problems or hitting API limits may cause failures; check network connectivity and API usage policies.

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