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Query Insights Data by Sharpen API Request

Anthony Wong

Purpose

This is a robust API that allows almost endless querying of Insights tables. Gives the ability to pull custom data, to better understand what is happening in your app.

API Request

Method: POST

Sharpen IZ0 URL: https://api.sharpencx.com/V2/query/

Sharpen IZ1 URL: https://api-current.iz1.sharpen.cx/V2/query/

Example Body:

{
"cKey1": "ABCDEFGHIJKLMNOPQRSTUVWXYZ",
"cKey2": "12345678901234567890123456",
"method": "query",
"q": "SELECT `startTime`, `endTime`, `queueName`, `hangupCause`, `agentName`, `cidNumber`, `cidName`, `inboundName`, `queueSkills`, `queueCallManagerID`, `inboundNumber`, `holdTime`, `talkTime`, `queueCallback`, `callerCity`, `callerState`, `commType` FROM `fathomvoice`.`fathomQueues`.`queueCDR` WHERE `endTime` >= NOW() - INTERVAL 30 MINUTE LIMIT 20000"
}

cKey1 and cKey2 are available once logged into Sharpen, in your Developer page.

IZ0 Developer Docs link: https://app.sharpencx.com/developer/docs/

IZ1 Developer Docs link: https://app.iz1.sharpen.cx/developer/docs/

Commonly Used Data Sources

Historical Data Sources:

Queue Activity - `fathomvoice`.`fathomQueues`.`queueCDR` - this data source contains cumulative interaction metrics per Queue Call Manager ID and specific fields that apply to interactions more holistically (rather than by parsing the agent legs/segments)

Queue Segment Activity - `fathomvoice`.`fathomQueues`.`queueCDRLegs` -  this data source provides a granular look into interaction- and segment-specific data, by including specific fields meant to provide insight into interactions' individual  segments/legs

Agent Insights - `fathomvoice`.`fathomQueues`.`queueADR` - this data source acts as an activity log of events performed by each agents; contains queue login, pause, agent rejection, and high level interaction data

Active/Live Data Sources:

Queue Agents - `fathomvoice`.`fathomQueues`.`queueAgents` - this data source contains live agent data regarding their current status (e.g. on call, paused, active, offline, etc.) and daily sum/average metrics

Queue Call Manager Activity - `fathomvoice`.`fathomQueues`.`queueCallManager` - this data source contains data on interactions that are actively in queue (includes interactions actively being handled by an agent or waiting in queue to be answered)

Running existing Insights Reports via API

If you already have an existing report filtered as desired, you can copy the query by selecting “Advanced Query” with the report open. Place this entire query into the JSON Request “q” value.

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image-20251016-164847.png

NOTE: Since this is a JSON-formatted request, you will need to escape (\) double-quotes.

e.g. WHERE `endTime` >= \"2025-10-15 16:00:00\" AND `endTime` <= \"2025-10-16 17:00:00\" LIMIT 20000"

Additional Query-API information can be found in the Sharpen Developer Page

IZ0: https://app.sharpencx.com/developer/docs/query-queryAPI

IZ1: https://app.iz1.sharpen.cx/developer/docs/query-queryAPI

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