Reports

Method	Path	Query	Response
GET	/v1/tenants/{t}/reports/calls	from, to, interval (hour|day), utc_offset_minutes, service_level_seconds, queue_ref, channel_ref	{ from, to, interval, utcOffsetMinutes, serviceLevelSeconds, queueRef?, channelRef?, totals, buckets: [{ start, … }] }
GET	/v1/tenants/{t}/reports/agents	from, to	{ from, to, agents: [{ agentRef, … }] }
GET	/v1/tenants/{t}/reports/live	—	{ at, liveCalls, inIvr, queues: [{ queueRef, name, … }] }

• from / to: ISO 8601; default the last 24 hours; from must be before to. At most 7 days with interval=hour (the default), 93 days with day; the agents report allows 93 days. utc_offset_minutes is −720…840, service_level_seconds 1…3600. Anything else is 400 invalid_request.

• Calls counts the calls created in the window, as totals and per bucket. Buckets start on the hour or day in utc_offset_minutes (default 0, a fixed offset — no daylight saving). Each has:

  Field	Meaning
  inbound	Inbound calls
  answered	An agent answered (an IVR picking up doesn't count)
  abandoned	Ended unanswered because the customer hung up
  missed	Ended unanswered for any other reason (timeout, rejected, failure)
  inProgress	Not answered and not over yet
  outbound, outboundConnected	Outbound calls, and those the customer answered
  serviceLevelPercent	Answered within service_level_seconds (default 20) of entering the queue, out of the calls that entered a queue and are answered or over; null without any
  avgWaitSeconds, maxWaitSeconds	Queue entry → an agent answering, over answered calls
  talkSeconds, avgTalkSeconds	Customer ⇄ agent time, answered inbound and connected outbound

  queue_ref / channel_ref narrow it to one queue or line.

• Agents: per agent, over lifecycle events in the window — answered, transfersReceived, declined, missed (rang out), outbound, outboundConnected — and talkSeconds / avgTalkSeconds for calls that ended in the window, credited to the agent the call ended with. Also name, role, current availability (null for a deleted agent, who is listed only if they have activity).

• Live: right now. Per queue: waiting (calls not yet answered, IVR not included), longestWaitSeconds, onCall, and its members by agents: { available, onCall, offline }. liveCalls and inIvr are for the whole tenant.