Your organization may have needs beyond what we offer in our Live Dashboards out of the box. We have enabled a Live API which allows you to get data on live agent and call information so that you can create your own dashboards for use within your organization or directly in your call center.

Some potential use cases for building your own live dashboards include:

• Live wallboard in your call center to show current calls and queue information
• Live dashboard for your supervisors which show different teams and their current availability along with current queue information for each team
• Live agent dashboard which shows each agent and with information on today's calls and 
• Live call dashboard which shows all in progress calls with call and agent details

Specific information that you can track via the Live API for each Team:

• Agents (Agent information for all Team calls today)
  • Name
  • Status
  • Status Reason (Pause Reason)
  • Time in Status
  • Pause Count
  • Calls Handled
  • Calls Unanswered
  • Calls Offered
  • Last Login Time
• Active Calls (calls in progress right now)
  • Call Start Time
  • Team Enter Time
  • From Phone Number
  • To Phone Number
  • Agent Name
  • Team Name
• Summary Today (Call information for all Team calls today)
  • Total Calls
  • Abandoned Calls
  • Abandoned Rate
  • Max Wait Time (seconds)
  • Average Wait Time (seconds)
  • Average Talk Time (seconds) 
• Summary Current State (for calls in progress right now)
  • In Progress Calls
  • Waiting Calls
  • On Hold Calls
  • Available Agents
  • Agents On Call
  • Paused Agents
  • Max Queue Wait Time (seconds)

To get started, please see API Access and Token Management for how to generate your own API token. Your BI tool will require this token (often referred to as tokenized authentication or a bearer token). 

Finding your Teams and team_id

• First, we'll want to find what Teams we'd like to pull information for into. Log into Genius as an Administrator and navigate to the Teams page via the left sidebar
• Find the Team(s) you would like to pull Live data for via the Live API and open the Team Details page by clicking on that Team
• Look at the URL and copy down the team_id for all teams
  1. The team_id is available in the URL after "/teams/" ex: d8856f0c-d33b-11ea-ac21-a2f030514438 is the team_id in "genius.avoxi.com/teams/4f50610b-53b4-11ec-b5b3-92faa6a4fd26"
  2. See below screenshot for where to find the team_id. Where the text YOUR-TEAM-ID-HERE is shown is where your team-id will be located.

Connecting to Genius from your BI Tool

• Start with creating an API token as specified in the API Access and Token Management article
• Once you've copied your API token, open your BI tool of choice
• Go to the Data Sources settings of your BI tool and add a new Data Source
• In this new data source, specify that you're using a REST API by providing the URL of Genius along with the authentication type (bearer token or tokenized authentication)

• Add the specific API call which you're trying to pull data from - in this case the Live API call - See Technical Documentation for more information
• See example below of a sample API call for a specific team

GET https://genius.avoxi.com/api/v2/live/team/[YOUR-TEAM-ID-HERE]

• Confirm that the BI tool was able to connect to Genius and return some data without throwing an error

Using Genius data in your BI tool

• Once you have set up the Live API call for one team, follow that same process to add additional teams as desired. Each team should get one API call to pull down their data.
• Once the data has been pulled into your BI tool, use your BI tool's data transformation features to update the data to be in the format you'd like e.g. combining different team's data into a single table

• Now you should be ready to create your visualizations within your BI tool
• Once you've set up some views into the data, set up your BI tool's Data Refresh functionality to choose how often it updates the data in your Dashboard