CSV reports
This document describes how to export call and login reports from ProfACD application in CSV format.
This guide is intended for software integrators.
Access and authentication
In order to download CSV files, access the system using HTTP(S).
The URL has the following format:
https://<callisto>/LogonPage.asp?user=<aUser>&pwd=<aPassword>&page=<aRequest>
| callisto |
The IP address or domain name of the Callisto system. |
| aUser |
The name of a Callisto user. |
| aPassword |
The corresponding password. |
| aRequest |
The request itself. It consists of the path to the application followed by a query string. |
Important: Since aRequest itself is a query string value, the “nested” query string contained within this value needs to be percent-encoded. Specifically, the ampersand character (&) needs to be encoded as %26, and the space character may be encoded as %20.
The request is executed if the authentication succeeds.
By default, the CSV output file uses a semicolon (;) as field delimiter, and lines are terminated with a carriage return (\r). The field delimiter can be changed with the optional query string parameter csvDelim.
Detail reports
These are reports on call details, corresponding to the detail reports that are accessible through the Callisto web UI. They can be generated by calling the application /Applications/Inbound/<ProfACD>/src/RepDetails.asp followed by a query string. <ProfACD> is the name of the ProfACD instance, as set in the Open Application Manager.
The following parameters are available for the query string:
| Parameter |
Description |
Value |
| inbound |
Set whether inbound non-ACD calls shall be included. |
Boolean. 1 will include the calls, 0 will exclude them. |
| outbound |
Set whether outbound non-ACD calls shall be included. |
| startDate |
Set the start date and time for the time period to report on. |
String of the format YYYY-MM-DD%20hh:mm. Notice the string %20 between the date and time, which is a percent-encoded space character. The time is in 24-hour format. |
| endDate |
Set the end date and time for the time period to report on. |
| csv |
Include or exclude the header row in the CSV file. |
Set to 1 to include the header row, or set to 2 to omit it. |
| csvDelim (optional) |
Set the delimiter to use in the CSV file. If omitted, the semicolon will be used. |
Any viable character to use as CSV separator. Common separators include commas (,), semicolons (;) and vertical bars (|). |
Example: The following URL will request a report on all calls (including non-ACD calls) conducted in June 2024. The user Fredd.Bloggs is used to access a ProfACD instance named ProfACD2.
https://<callisto>/LogonPage.asp?user=Fred.Bloggs&pwd=yrghZag2AGy6Nlf&page=/Applications/Inbound/ProfACD2/src/RepDetails.asp?csv=1%26inbound=1%26outbound=1%26startDate=2024-06-01%2000:00%26endDate=2024-07-01%2000:00
Output file
The output CSV file will contain the following data:
| DateTime |
The date and time of the call in the format YYYY-MM-DD hh:mm. |
| Caller* |
The caller number. |
| Destination* |
The destination number. |
| AnTime |
Duration of any played ACD announcements in seconds. |
| ACD |
The name of the ACD call queue through which the call was conducted. If the call was conducted without ACD, the value will read either Inbound NonACD or Outbound NonACD. |
| QueueTime |
Duration the caller waited in the queue in seconds. |
| Agent* |
Either the agent number or the termination state if the call was not directed to an agent. |
| TalkingTime |
Duration of the actual conversation in seconds. |
| TotalTime |
Total duration of the call in seconds. |
| *This information might be omitted, depending on whether the privilege RepNumUnveiled has been enabled for the user. See User manual – Privileges. |
Login history reports
These are reports on agent’s login history, corresponding to the login history reports reports that are accessible through the Callisto web UI. They can be generated by calling the application /Applications/Inbound/<ProfACD>/src/RepLogin.asp followed by a query string. <ProfACD> is the name of the ProfACD instance, as set in the Open Application Manager.
The following parameters are available for the query string:
| Parameter |
Description |
Value |
| startDate |
Set the start date and time for the time period to report on. |
String of the format YYYY-MM-DD%20hh:mm. Notice the string %20 between the date and time, which is a percent-encoded space character. The time is in 24-hour format. |
| endDate |
Set the end date and time for the time period to report on. |
| csv |
Include or exclude the header row in the CSV file. |
Set to 1 to include the header row, or set to 2 to omit it. |
| csvDelim (optional) |
Set the delimiter to use in the CSV file. If omitted, the semicolon will be used. |
Any viable character to use as CSV separator. Common separators include commas (,), semicolons (;) and vertical bars (|). |
Example: The following URL will request a report on all agent’s login sessions in June 2024. The user Fredd.Bloggs is used to access a ProfACD instance named ProfACD2.
https://<callisto>/LogonPage.asp?user=Fred.Bloggs&pwd=yrghZag2AGy6Nlf&page=/Applications/Inbound/ProfACD2/src/RepLogin.asp?csv=1%26startDate=2024-06-01%2000:00%26endDate=2024-07-01%2000:00
Output file
The output CSV file will contain the following data:
| Agent* |
The agent number. |
| ACD |
The name of the ACD call queue in which the agent was logged in. If the agent had the not-ready state active, the value will read <Not Ready>. |
| StartDateTime |
The date and time at which the agent logged in. |
| EndDateTime |
The date and time at which the agent logged off. |
| TotalTime |
Total duration of the login session. |
| *This information might be omitted, depending on whether the privilege RepNumUnveiled has been enabled for the user. See User manual – Privileges. |
