GoTo Contact Center Pro Support

Getting Started with GoTo Contact Center Pro APIs

The API examples below will guide you in accessing information on call/interaction sessions and user activity.

Data Format: Most APIs return data in JSON format.
Customizing Data: Reporting APIs offer a "columns" parameter. Use this with an array of "shortkeys" to specify the data columns you need. Commonly used shortkeys are listed.
More Shortkeys: Additional shortkeys are available, but they might change as we roll out our new reporting suite.
Future Enhancements: Upcoming releases will introduce new APIs with richer data streams and streamlined integration.

Important:

The 'date' parameter uses your Contact Centre’s defined timezone.

In the below examples:

<host> refers to your Contact Center’s API URL which can be found by going to:

System Administration > API Management > Keys > API URL

<key> refers to an API key generated in

System Administration > API Management > Keys > Create New

Detailed History

Simple Example:

https://<host>/Apps/Reporting/v1/GetContactDataPoints_v4?startDate=2024-01-01&endDate=2024-01-07&startKey=%5B%22%22%5D&sortcol=starttime&descending=true&maxrows=100&apikey=<key>

More Columns:

https://<host>
/Apps/Reporting/v1/GetContactDataPoints_v4?startDate=2024-01-01&endDate=2024-01-07&startKey=%5B%22%22%5D&sortcol=starttime&descending=true&maxrows=100&columns=[%22masterid%22,%22sessionid%22,%22sysd%22,%22direction%22,%22channel%22,%22dest%22,%22ddesc_v2%22,%22orig%22,%22oname%22,%22qname%22,%22huser%22,%22preqt%22,%22qt%22,%22utalkt%22,%22cd%22,%22ht%22,%22ansd%22,%22routet%22,%22wrapt%22,%22odt%22,%22at%22,%22completed%22,%22ccode%22,%22recexpire%22,%22norec%22,%22callbreq%22,%22callbt%22,%22nntr%22,%22insl%22,%22fwd%22,%22den%22,%22team%22,%22disp%22,%22notes%22]&apikey=<key>

masterid = Master SessionID

direction = Direction

channel = Channel Type

dest = Destination

ddesc_v2 = Destination Description

oname = Originator Name

qname = Queue

huser = User Name

team = Team

preqt = PreQueue Time

qt = Queue Time

utalkt = Talk Time

cd = Duration

ht = Handle Time

ansd = Answered Date

routet = Routing Time

wrapt = Wrap Time

odt = Outbound Dialing Time

at = Abandon Time

hdt = Hold Time

completed = Completed Date

ccode = Completion Code

deliverystatus = Text Message Delivery

in_msg_cnt = Inbound Text Count

out_msg_cnt = Outbound Text Count

recexpire = Recording Expiration Date

norec = Recording Opt Out

callbreq = Callback Requested

callbt = Callback Time

transt = Transfer Time

nntr = Discarded with No Response

insl = Answered in SLA

fwd = Forwarded

den = Denied

disp = Dispositions

notes = Notes

fucomments = Follow Up Comments

hup_disp = Disconnect Type

requecount = Requeue Count

custom_fields_json = Custom Fields

calltype = Call Type

User State Detail

Simple example:

https://<host>
/Apps/Reporting/v1/GetUserStateDetail?startDate=2024-01-01&endDate=20
24-01-07&onlyUserStates=false&apikey=<key>

User State Summary