Call Center Analytics

Track queue health, agent performance, and customer experience with real-time metrics and historical reports.

Overview

AfriRoute Analytics exposes two data surfaces:

• Real-time metrics — live queue depth, wait times, agent status, and service level
• Historical reports — aggregated KPIs over a date range, exportable as JSON or CSV

Base URL: https://api.afriroute.ai — Auth: Authorization: Bearer $AFRIROUTE_API_KEY

Endpoints

Real-Time Metrics

GET /v1/call-center/metrics/realtime

curl https://api.afriroute.ai/api/v1/call-center/metrics/realtime \
  -H "Authorization: Bearer $AFRIROUTE_API_KEY"

{
  "timestamp": "2026-05-28T09:45:00Z",
  "queues": [
    {
      "queue_id": "queue_support",
      "calls_waiting": 5,
      "agents_available": 3,
      "agents_on_call": 7,
      "longest_wait_time": 125,
      "average_wait_time": 45,
      "abandoned_calls": 2,
      "service_level": 87.5
    }
  ],
  "agents": [
    {
      "agent_id": "agent_sarah_k",
      "status": "on_call",
      "calls_handled_today": 23,
      "average_handle_time": 280
    }
  ]
}

Historical Report

GET /v1/call-center/reports

Param	Type	Required	Description
start_date	string	Yes	ISO date, inclusive
end_date	string	Yes	ISO date, inclusive
metrics	string	No	Comma list: aht,fcr,csat,abandon_rate,service_level
group_by	string	No	hour, day, week, agent, queue
format	string	No	json (default) or csv

const url = new URL('https://api.afriroute.ai/api/v1/call-center/reports');
url.search = new URLSearchParams({
  start_date: '2026-05-01',
  end_date: '2026-05-28',
  metrics: 'aht,fcr,csat,abandon_rate',
  group_by: 'day'
});

const res = await fetch(url, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});
console.log(await res.json());

import requests

r = requests.get(
    'https://api.afriroute.ai/api/v1/call-center/reports',
    headers={'Authorization': 'Bearer $AFRIROUTE_API_KEY'},
    params={
        'start_date': '2026-05-01',
        'end_date': '2026-05-28',
        'metrics': 'service_level,csat',
        'group_by': 'agent'
    }
)
print(r.json())

{
  "period": { "start": "2026-05-01", "end": "2026-05-28" },
  "group_by": "day",
  "rows": [
    {
      "date": "2026-05-28",
      "calls_handled": 412,
      "average_handle_time": 268,
      "first_call_resolution": 0.81,
      "csat": 4.4,
      "abandon_rate": 0.06,
      "service_level": 0.88
    }
  ]
}

Key Metrics

Metric	Definition
AHT	Average handle time, including talk and wrap-up
FCR	First call resolution rate
CSAT	Customer satisfaction score (1–5)
Service Level	% of calls answered within target threshold
Abandon Rate	% of callers who hang up before being answered

Best Practices

• Poll real-time metrics no more than once per 5 seconds; use them for wallboards, not billing.
• Pull historical reports for billing and SLA review rather than aggregating real-time data yourself.
• Export CSV for finance and BI tools; keep JSON for programmatic dashboards.
• Track abandon rate alongside service level — a low service level usually drives abandonment up.

Error Handling

Code	Description	Action
INVALID_DATE_RANGE	end_date before start_date	Swap the dates
RANGE_TOO_LARGE	Span exceeds 365 days	Split into multiple requests
UNKNOWN_METRIC	Unsupported metric name	Use a value from the metrics table

Related Links

• Monitoring
• Call Queues
• Agent Dashboard
• Call Center API Reference

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Last Updated: May 2026