Komplett dokumentation över LiveAgent Rest API

Data fields formats
Return messages formats
Error messages formats
Api v.1
    Agents
        Retrieves agent info and auth token
    Application
        Return application installation date and latest version
    Conversations
        Transfer conversation to another department and/or agent
        Delete conversation
        Delete custom field value in conversation
        Add custom field value to conversation
        Retrieves all conversations by owner, department or subject
        Retrieves conversation info
        Retrieves all conversation messages
        Create new message in conversation
        Create new conversation
        Change status of the conversation
        Unassign a tag from a conversation
        Retrieve a list of tags assigned to a conversation
        Assign tag to a conversation
    Customers
        Delete custom field value in user contact
        Add custom field value to customer
        Retrieves all customers
        Retrieves customer info
        Remove customer from group
        Retrieve customer groups
        Add customer to group
        Register new customer
    Customers groups
        Delete customers group
        Retrieve customers group info
        Retrieve all groups of all customers
        Add customers group
        Change customers group
    Departments
        Retrieve all agents statuses in departmnet
        Retrieve list of departments
        Retrieve department info
    Knowledgebase
        Retrieve a list of all knowledgebase articles
        Knowledgebase search
    Online status
        Agents
        Departments
    Reports
        Agents report
        Channels report
        Departments report
        Performance report
        Tags report
        Tickets Agent availability report
        Tickets Load report
        Tickets SLA Compliance report
        Tickets SLA Log report
        Chats Agent availability report
        Chats availability report
        Chats Load report
        Chats SLA Compliance report
        Chats SLA log report
        Calls Agent availability report
        Calls availability report
        Calls Load report
        Calls SLA Compliance report
        Calls SLA log report
        Ranking agents report
    Suggestion categories
        Retrieves all suggestion categories
    Suggestions
        Create new suggestion
    Tags
        Remove tag
        Retrieve a list of all available tags
        Retrieve tag info
        Add tag
        Change tag
    Overview
        Chats
        Phone calls

Datafield formats

 
Type Description
datetime valid format: YYYY-MM-DD HH:MM:SS. Note: values are in "America/Los_Angeles" timezone by default.
text could be any string or empty
constlist could be only one instance of finite set. Possible values are named in specifice field description.
int integer value greater or equal to zero.
list list of entities. Every entity has its specific column definition.
opdatetime datetime with operator. This field has the same format as 'datetime' except you can use various operators with it.
Possible operators:
eq: equals, example 'eq:2009-11-12 05:02:01' or just '2009-11-12 05:02:01'
neq: NOT equals, example 'neq:2009-11-12 05:02:01'
gt: greater than, example 'gt:2009-11-12 05:02:01'
lt: lower than, example 'lt:2009-11-12 05:02:01'
gte: greater or equals than, example 'gte:2009-11-12 05:02:01'
lte: lower or equals than, example 'lte:2009-11-12 05:02:01'
btw: between of, example 'btw:2009-11-12 05:02:01,2010-10-11 04:01:59'
lk: like, example 'lk:2009-11-12 05:02:01' or you can use wildcard characters '%' (for any number of characters) or ? (for one character) 'lk:2009-01-%' or 'lk:2011-12-01 ??:59:59'
note: if you do not enter any operator, 'eq' will be used as default.


Return messages formats


Return messages are in JSON format by default. But you can change this to XML by adding .xml at the end of call URL.This will give response in JSON:
GET
  http://example.com/api/agents/john@agent.com

We add .xml to call URL and we have response in XML format
GET
  http://example.com/api/agents/john@agent.com.xml

Note: if y ou have PHP YAML extension enabled in your PHP, you could also use .yaml to get response in YAML format.

Error messages formats


400 - Bad request error
You can get this in case your athentification with API key failed because of problem with API key in application.

401 - Forbidden
You can get this in case of failed authentification with wrong key

404 - Not found error
You can get this in case "agnet with email agent@email.com not found"

500 - Common porcessing error
This is the most common error type. You can get this in case "parameter message is missing" or "unable to load conversation"

503 - Service Unavailable
You can get this in case application is unavaliable to process requests - in case of updating and/or installing.

Error response example
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>ERROR</status>
 <statuscode>500</statuscode>
 <errormessage>Example error message</errormessage>
 <debugmessage>debug info</debugmessage>
</response>

API version 1


Agents


Retrieves agent info and auth token

Avaliable from application version: 2.8.2.1
Avaliable examples: WordPress plugin example

Example call
  • General
  • PHP
GET
  http://example.com/api/agents/[agentidentifier]
 

Mandatory parameters

Name Type Description
[agentidentifier] text Agent identifier. Can be email or userid.
apikey text API key


Call response description
 

Return fields

Name Type Description
contactid text Id of agent contact.
userid text Id of agent, also known as userid.
email text Agent email.
firstname text Agent first name.
lastname text Agent last name.
systemname text Agent system name.
authtoken text Agent auth token.
browsercookiename text Agent browser cookie name.
gender constlist Agent gender. (Possible values: M - Male, F - Female)
role constlist Agent role. (Possible values: D - Administrator, A - Agent, O - Owner)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactid>d44t87a5</contactid>
 <userid>uid1234</userid>
 <email>example@agent.com</email>
 <firstname>John</firstname>
 <lastname>Williams</lastname>
 <systemname>system001</systemname>
 <authtoken>5ceef21647f1db39a18cafc0bc2de015</authtoken>
 <browsercookiename>A_auth</browsercookiename>
 <gender>F</gender>
 <role>D</role>
</response>



Application


Return application installation date and latest version

Avaliable from application version: 2.8.12.1

Example call
  • General
  • PHP
GET
  http://example.com/api/application/status
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
liveagentversion text Latest application version
gpfversion text Latest framework version
dateinstalled datetime Date of Application installation
datelatestupdate datetime Date of latest update

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <liveagentversion>2.8.5.4</liveagentversion>
 <gpfversion>1.7.8.4</gpfversion>
 <dateinstalled>2012-04-05 11:22:31</dateinstalled>
 <datelatestupdate>2012-08-05 12:13:05</datelatestupdate>
</response>



Conversations


Transfer conversation to another department and/or agent

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
PUT
  http://example.com/api/conversations/[conversationid]/attendants
Note: You must send parameters for this call as PUT fields.
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
agentidentifier text Agent identifier. Could be mail or userid.
useridentifier text User identifier (could be mail or userid) who will transfer the conversation. If undefined, user "System" will be used.
department text Id of the department.
messages text List of messages.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Delete conversation

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
DELETE
  http://example.com/api/conversations/[conversationid]
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
messages text List of messages
useridentifier text Agent identifier. Could be mail or userid. If not set, user "System" will be used.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Delete custom field value in conversation

Avaliable from application version: 4.16.4.1

Example call
  • General
  • PHP
DELETE
  http://example.com/api/conversations/[conversationid]/fields
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
code text Custom field name to be deleted from conversation. If not specified, all fields will be deleted from conversation.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Add custom field value to conversation

Avaliable from application version: 4.16.4.1

Example call
  • General
  • PHP
POST
  http://example.com/api/conversations/[conversationid]/fields
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
customfields json Add custom field values (Same field can be added multiple times, if you need to update existing field value, delete it first). Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"anotherfield","value":"test value"}]
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieves all conversations by owner, department or subject

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
GET
  http://example.com/api/conversations
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
owneridentifier text Conversations owner identifier. Could be mail.
department text Department identifier
status text Load only conversations with given status. It can contain one specific status, or multiple statuses separated by comma. Example: status=R,T,C. This parameter is avaliable from version 2.8.12.1
datefrom datetime Load only conversations older than this date
dateto datetime Load only conversations younger than this date
datechanged opdatetime Date of last conversation change
subject text Load only conversations with specific subject - avail. from version 3.0.1.2


Note: You need to enter department or owneridentifier or both. If you forget to enter at least one of them call ends up with an exception.

Call response description
 

Return fields

Name Type Description
conversations list Conversations list
Field conversations has 12 columns:
conversationid text Id of conversation
code text Conversation code
datecreated datetime Date created
datechanged datetime Date of last change
departmentname text Department name
departmentid text Department id
status constlist Conversation status (Possible values: A - Answered, P - Calling, T - Chatting, X - Deleted, B - Spam, I - Init, C - Open, R - Resolved, N - New, W - Postponed)
ownername text Name of conversation owner
owneremail text Email of conversation owner
subject text Conversation subject
preview text Conversation preview
publicurlcode text Public URL code

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <conversations>
  <conversation>
   <conversationid>s4y7t5s7</conversationid>
   <code>AX4-B4T-FD8</code>
   <datecreated>2012-03-02 11:21:04</datecreated>
   <datechanged>2012-03-02 11:21:05</datechanged>
   <departmentname>Department 1</departmentname>
   <departmentid>a5j9t4d8</departmentid>
   <status>A</status>
   <ownername>John Owner</ownername>
   <owneremail>john@owner.com</owneremail>
   <subject>Test ticket</subject>
   <preview>this is test ticket</preview>
   <publicurlcode>bI5fR3oN40708G65</publicurlcode>
  </conversation>
  <conversation>
   <conversationid>5h7t58d9</conversationid>
   <code>D5S-55S-A9A</code>
   <datecreated>2012-03-02 12:21:04</datecreated>
   <datechanged>2012-03-02 12:21:05</datechanged>
   <departmentname>Department 1</departmentname>
   <departmentid>a5j9t4d8</departmentid>
   <status>A</status>
   <ownername>John Silver</ownername>
   <owneremail>john@silver.com</owneremail>
   <subject>My ticet</subject>
   <preview>this my ticket</preview>
   <publicurlcode>xU6fR3zN40708G65</publicurlcode>
  </conversation>
 </conversations>
</response>


Retrieves conversation info

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
GET
  http://example.com/api/conversations/[conversationid]
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key


Call response description
 

Return fields

Name Type Description
conversationid text Id of conversation
code text Conversation code
datecreated datetime Date created
datechanged datetime Date of last change
departmentname text Department name
departmentid text Department id
status constlist Conversation status (Possible values: A - Answered, P - Calling, T - Chatting, X - Deleted, B - Spam, I - Init, C - Open, R - Resolved, N - New, W - Postponed)
ownername text Name of conversation owner
owneremail text Email of conversation owner
subject text Conversation subject
ownernote text Conversation owner note - avail. from version 2.8.12.X+
preview text Conversation preview
publicurlcode text Public URL code
assignedto text Identifier of agent which is this conversation assigned to
customfields list Custom field values
Field customfields has 2 columns:
code text Custom field code.
value text Custom field value.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <conversationid>cid00001</conversationid>
 <code>C01-D54-E45</code>
 <datecreated>2012-04-01 00:15:11</datecreated>
 <datechanged>2012-04-01 00:15:21</datechanged>
 <departmentname>Department 1</departmentname>
 <departmentid>dep1s5a4</departmentid>
 <status>R</status>
 <ownername>John Doe</ownername>
 <owneremail>owner@example.com</owneremail>
 <subject>My first ticket</subject>
 <ownernote>
 </ownernote>
  <preview>Hello, this is my first ticket...</preview>
  <publicurlcode>bI5fR3oN40708G65</publicurlcode>
  <assignedto>
  </assignedto>
   <customfields>
    <customfield>
     <code>varsymbol</code>
     <value>423874698</value>
    </customfield>
    <customfield>
     <code>other_var</code>
     <value>Example value of custom field</value>
    </customfield>
   </customfields>
  </response>


Retrieves all conversation messages

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
GET
  http://example.com/api/conversations/[conversationid]/messages
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
datefrom datetime Load messages only older than this date.
dateto datetime Load messages only newer than this date.


Call response description
 

Return fields

Name Type Description
groups list Message groups list.
Field groups has 7 columns:
messagegroupid text Id of the group.
userid text Id of the user who created the group.
rtype constlist Type of the group. (Possible values: P - Type call, V - Type outgoing call, 1 - Type internal call, C - Type chat, X - Type delete, F - Type facebook, I - Type internal, Z - Type internal (collapsed by default), K - Type knowledgebase, A - Type knowledgebase start, M - Type offline, R - Type resolve, Y - Type retweet, S - Type startinfo, G - Type tag, T - Type transfer, W - Type twitter)
rstatus constlist Status of the group (Possible values: D - Status deleted, P - Status promoted, V - Status visible, S - Status splitted)
datecreated datetime Date of creation
datefinished datetime Date ofter latest message
messages list List of messages
Field messages has 5 columns:
messageid text Id of the message
userid text Id of the message user
rtype constlist Type of the message (Possible values: D - Type call, E - Type end, F - Type file, Z - Type formfield, H - Type header, I - Type internal, M - Type message, B - Type splitted, X - Type mixed message, N - Type note, L - Type note file, Q - Type quoted text, C - Type ranking comment, P - Type ranking rebuke, W - Type ranking reward, J - Type statis, S - Type system, G - Type tag, O - Type footer, A - Type header, T - Type title, R - Type transfer, U - Type useragent, V - Type voice)
datecreated datetime Date of message creation
message text Message body

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <userid>uid12345</userid>
   <rtype>M</rtype>
   <rstatus>V</rstatus>
   <datecreated>2012-04-03 12:21:21</datecreated>
   <datefinished>2012-04-03 12:31:21</datefinished>
   <messages>
    <message>
     <messageid>mid00003</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 12:25:21</datecreated>
     <message>hello, this is example message</message>
    </message>
   </messages>
  </group>
  <group>
   <userid>uid12346</userid>
   <rtype>M</rtype>
   <rstatus>V</rstatus>
   <datecreated>2012-04-03 12:41:21</datecreated>
   <datefinished>2012-04-03 13:21:21</datefinished>
   <messages>
    <message>
     <messageid>mid00004</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 18:21:21</datecreated>
     <message>hello, this is example message</message>
    </message>
    <message>
     <messageid>mid00005</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 19:21:21</datecreated>
     <message>hello, this is example message</message>
    </message>
   </messages>
  </group>
 </groups>
</response>


Create new message in conversation

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
POST
  http://example.com/api/conversations/[conversationid]/messages
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
message text Message body (must be UTF-8)
apikey text API key
 

Optional parameters

Name Type Description
useridentifier text Agent identifier. Could be mail or userid. If not set, user "System" will be used.
type constlist Message type. (Possible values: M - Message, N - Note)
mail_messsage_id text Mail message id. If specified, all reply emails which will have given mail message id in in-reply-to header will be assigned to this conversation.
do_not_send_mail constlist Disables sending mail to customer. Can be used when mail was already sent by an external system (Possible values: Y - Yes, N - No)
is_html_message constlist Set this to Y is the message text is formatted in html (Possible values: Y - Yes, N- No)


Note: When useridentifier is emtpy only notes are created - even when type="M"

Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Create new conversation

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
POST
  http://example.com/api/conversations
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
message text Message body
useridentifier text Ticket creator identifier - can be userid or email of an existing agent or customer
department text Department identifier - id of the department (not its name)
subject text Message subject
recipient text Recipient email
apikey text API key
 

Optional parameters

Name Type Description
recipient_name text Recipient name in format "Firstname Lastname"
cc text Another recipients emails separated by comma.
status constlist Status of created conversation. If not set, conversation status will be "N" - new. (Possible values: A - Answered, P - Calling, T - Chatting, X - Deleted, B - Spam, I - Init, C - Open, R - Resolved, N - New, W - Postponed)
mail_messsage_id text Mail message id. If specified, all reply emails which will have given mail message id in in-reply-to header will be assigned to this conversation.
do_not_send_mail constlist Disables sending a mail to customer. Can be used when mail was already sent by an external system (Possible values: Y - Yes, N - No)
is_html_message constlist Set this to Y is the message text is formatted in html (Possible values: Y - Yes, N- No)
customfields json Set custom field values. Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"another_field","value":"test value"}]


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request
conversationid text Id of conversation
code text Code of conversation
publicurlcode text Public URL code of conversation

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
 <conversationid>cid00001</conversationid>
 <code>
 </code>
  <publicurlcode>
  </publicurlcode>
  </response>


Change status of the conversation

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
PUT
  http://example.com/api/conversations/[conversationid]/status
Note: You must send parameters for this call as PUT fields.
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
status constlist Conversation status. (Possible values: A - Answered, R - Resolved, C - Open)
apikey text API key
 

Optional parameters

Name Type Description
useridentifier text Agent identifier. Could be mail or userid. If not set, user "System" will be used.
note text Note


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Unassign a tag from a conversation

Avaliable from application version: 4.0.36.0

Example call
  • General
  • PHP
DELETE
  http://example.com/api/conversations/[conversationid]/tags
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
id text Identifier of the tag. Either id or name must be specified.
name text Name of the tag. Either id or name must be specified.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieve a list of tags assigned to a conversation

Avaliable from application version: 4.0.30.6

Example call
  • General
  • PHP
GET
  http://example.com/api/conversations/[conversationid]/tags
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key


Call response description
 

Return fields

Name Type Description
tags list The list of tags assigned.
Field tags has 2 columns:
id text The identifier of the tag.
name text Name of the tag.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <tags>
  <tag>
   <id>sh3j</id>
   <name>VIP</name>
  </tag>
  <tag>
   <id>8sd5</id>
   <name>Support</name>
  </tag>
 </tags>
</response>


Assign tag to a conversation

Avaliable from application version: 4.0.30.6

Example call
  • General
  • PHP
POST
  http://example.com/api/conversations/[conversationid]/tags
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
[conversationid] text Conversation ID or code or public url code
apikey text API key
 

Optional parameters

Name Type Description
id text Identifier of the tag.
name text Name of the tag.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>



Customers


Delete custom field value in user contact

Avaliable from application version: 4.16.4.1

Example call
  • General
  • PHP
DELETE
  http://example.com/api/customers/[customeridentifier]/fields
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
apikey text API key
 

Optional parameters

Name Type Description
code text Custom field name to be deleted from contact. If not specified, all custom fields will be deleted from contact.


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Add custom field value to customer

Avaliable from application version: 4.16.4.1

Example call
  • General
  • PHP
POST
  http://example.com/api/customers/[customeridentifier]/fields
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
customfields json Add custom field values (Same field can be added multiple times, if you need to update existing field value, delete it first). Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"another_field","value":"test value"}]
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieves all customers

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
GET
  http://example.com/api/customers
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
email text Match email address like *string*
firstname text Match first name like *string*
lastname text Match last name like *string*
datecreatedfrom datetime Load only customers created after this date
datecreatedto datetime Load only customers created before this date
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number


Call response description
 

Return fields

Name Type Description
customers list Customers list
Field customers has 9 columns:
contactid text Id of customer contact
email text Customer email
firstname text Customer first name
lastname text Customer last name
systemname text Customer system name
userid text Customer userid
datecreated datetime Date created
role constlist Customer role (Possible values: V - Visitor, R - Registered visitor)
gender constlist Customer gender (Possible values: M - Male, F - Female)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <customers>
  <customer>
   <contactid>cid00001</contactid>
   <email>john@example.com</email>
   <firstname>John</firstname>
   <lastname>Doe</lastname>
   <systemname>system001</systemname>
   <userid>uid00001</userid>
   <datecreated>2012-03-02 11:21:04</datecreated>
   <gender>M</gender>
  </customer>
  <customer>
   <contactid>cid00002</contactid>
   <email>Janet@example.com</email>
   <firstname>Janet</firstname>
   <lastname>Doe</lastname>
   <systemname>system002</systemname>
   <userid>uid00002</userid>
   <datecreated>2013-05-02 10:23:02</datecreated>
   <gender>M</gender>
  </customer>
 </customers>
</response>


Retrieves customer info

Avaliable from application version: 2.9.5.0
Example call
  • General
  • PHP
GET
  http://example.com/api/customers/[customeridentifier]
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
apikey text API key


Call response description
 

Return fields

Name Type Description
contactid text Id of customer contact
email text Customer email
firstname text Customer first name
lastname text Customer last name
systemname text Customer system name
authtoken text Customer browser cookie identification
browsercookiename constlist Customer browser cookie name (Possible values: V_auth - Registerd visitor cookie name, LaVisitorId - Not yet registered visitor cookie name)
role constlist Customer role. (Possible values: V - Visitor, R - Registered visitor)
gender constlist Customer gender (Possible values: M - Male, F - Female)
userid text Customer userid
datecreated datetime Date created
customfields list Custom field values
Field customfields has 2 columns:
code text Custom field code.
value text Custom field value.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactid>cid00001</contactid>
 <email>john@example.com</email>
 <firstname>John</firstname>
 <lastname>Doe</lastname>
 <systemname>system001</systemname>
 <authtoken>4fsd5f4s6f4s56f4s56f4s56f4sd56</authtoken>
 <browsercookiename>V_auth</browsercookiename>
 <role>V</role>
 <gender>M</gender>
 <userid>uid00001</userid>
 <datecreated>2012-03-02 11:21:04</datecreated>
 <customfields>
  <customfield>
   <code>varsymbol</code>
   <value>423874698</value>
  </customfield>
  <customfield>
   <code>other_var</code>
   <value>Example value of custom field</value>
  </customfield>
 </customfields>
</response>


Remove customer from group

Avaliable from application version: 2.9.5.0

Example call
  • General
  • PHP
DELETE
  http://example.com/api/customers/[customeridentifier]/groups?name=[value]
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
name text Customer group name
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieve customer groups

Avaliable from application version: 2.9.5.0

Example call
  • General
  • PHP
GET
  http://example.com/api/customers/[customeridentifier]/groups
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
apikey text API key


Call response description
 

Return fields

Name Type Description
groups list List of all customer groups
Field groups has 2 columns:
groupid text Group id
groupname text Group name

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <groupid>ag0h</groupid>
   <groupname>VIP</groupname>
  </group>
  <group>
   <groupid>2kt8</groupid>
   <groupname>Premium</groupname>
  </group>
 </groups>
</response>


Add customer to group

Avaliable from application version: 2.9.5.0

Example call
  • General
  • PHP
POST
  http://example.com/api/customers/[customeridentifier]/groups
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
[customeridentifier] text Customer identifier (email or contactid)
name text Customer group name
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Register new customer

Avaliable from application version: 2.9.5.0

Example call
  • General
  • PHP
POST
  http://example.com/api/customers
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
email text Customer email
name text Customer name in format "Firstname Lastname"
gender constlist Gender (Possible values: M - Male, F - Female)
role constlist Role (Possible values: V - Visitor, R - Registered visitor)
password text Sets password for registerred visitor only. If empty, standard email notification is send to visitor with request to set his password.
customfields json Set custom field values. Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"another_field","value":"test value"}]


Call response description
 

Return fields

Name Type Description
contactid text Id of customer contact
email text Customer email
firstname text Customer first name
lastname text Customer last name
systemname text Customer system name
authtoken text Customer browser cookie identification
browsercookiename constlist Customer browser cookie name (Possible values: V_auth - Registerd visitor cookie name, LaVisitorId - Not yet registered visitor cookie name)
role constlist Customer role. (Possible values: V - Visitor, R - Registered visitor)
gender constlist Customer gender (Possible values: M - Male, F - Female)
userid text Customer userid
datecreated datetime Date created
customfields list Custom field values
Field customfields has 2 columns:
code text Custom field code.
value text Custom field value.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactid>cid00001</contactid>
 <email>john@example.com</email>
 <firstname>John</firstname>
 <lastname>Doe</lastname>
 <systemname>system001</systemname>
 <authtoken>4fsd5f4s6f4s56f4s56f4s56f4sd56</authtoken>
 <browsercookiename>V_auth</browsercookiename>
 <role>V</role>
 <gender>M</gender>
 <userid>uid00001</userid>
 <datecreated>2012-03-02 11:21:04</datecreated>
 <customfields>
  <customfield>
   <code>varsymbol</code>
   <value>423874698</value>
  </customfield>
  <customfield>
   <code>other_var</code>
   <value>Example value of custom field</value>
  </customfield>
 </customfields>
</response>



Customers groups


Delete customers group

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
DELETE
  http://example.com/api/customersgroups/[groupid]
 

Mandatory parameters

Name Type Description
[groupid] text Customers group ID
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieve customers group info

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/customersgroups/[groupid]
 

Mandatory parameters

Name Type Description
[groupid] text Customers group ID
apikey text API key


Call response description
 

Return fields

Name Type Description
id text Id of customers group
name text Name of the customers group
color text Color for title
bg_color text Color for background

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>


Retrieve all groups of all customers

Avaliable from application version: 4.0.19.1

Example call
  • General
  • PHP
GET
  http://example.com/api/customersgroups
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
groups list List all groups of all customers
Field groups has 2 columns:
id text Group id
name text Group name

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <id>ag0h</id>
   <name>VIP</name>
  </group>
  <group>
   <id>2kt8</id>
   <name>Premium</name>
  </group>
 </groups>
</response>


Add customers group

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
POST
  http://example.com/api/customersgroups
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
name text Name of the customers group
apikey text API key
 

Optional parameters

Name Type Description
color text Color for name
bg_color text Color for background


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request
id text Id of tag
name text Name of tag
color text Color for name
bg_color text Color for background

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>


Change customers group

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
PUT
  http://example.com/api/customersgroups/[groupid]
Note: You must send parameters for this call as PUT fields.
 

Mandatory parameters

Name Type Description
[groupid] text Customers group ID
apikey text API key
 

Optional parameters

Name Type Description
name text Name of the customers group
color text Color for name
bg_color text Color for background


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>



Departments


Retrieve all agents statuses in departmnet

Avaliable from application version: 2.8.2.1
Avaliable examples: Wordpress widget example

Example call
  • General
  • PHP
GET
  http://example.com/api/departments/[departmentid]/agents
 

Mandatory parameters

Name Type Description
[departmentid] text Department ID
apikey text API key


Call response description
 

Return fields

Name Type Description
agents list List of all agents in department
Field agents has 6 columns:
userid text Agent userid
firstname text Agent first name
lastname text Agent last name
email text Agent email
onlinestatus text Agent online status in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
presetstatus text Agent preset status in department - agent available status. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agents>
  <agent>
   <userid>ag0h45s</userid>
   <firstname>John</firstname>
   <lastname>Doe</lastname>
   <email>john@agent.com</email>
   <onlinestatus>M</onlinestatus>
   <presetstatus>M</presetstatus>
  </agent>
  <agent>
   <userid>bc0s45s</userid>
   <firstname>Any</firstname>
   <lastname>Johnason</lastname>
   <email>any@agent.com</email>
   <onlinestatus>M</onlinestatus>
   <presetstatus>M</presetstatus>
  </agent>
 </agents>
</response>


Retrieve list of departments

Avaliable from application version: 2.8.2.1
Avaliable examples: Wordpress widget example

Example call
  • General
  • PHP
GET
  http://example.com/api/departments
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
departments list list of all departments
Field departments has 6 columns:
departmentid text id of the department
name text Name of the department
description text Department description
onlinestatus text Online status of department - services online in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
presetstatus text Preset status of department - services available in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
deleted constlist If department was deleted (Possible values: Y - Yes, N - No)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <departments>
  <department>
   <departmentid>d1s58gs4</departmentid>
   <name>Department 1</name>
   <description>This is first deaprtment</description>
   <onlinestatus>M</onlinestatus>
   <presetstatus>M</presetstatus>
   <deleted>N</deleted>
  </department>
  <department>
   <departmentid>d2s58gs4</departmentid>
   <name>Department 2</name>
   <description>This is second deaprtment</description>
   <onlinestatus>R</onlinestatus>
   <presetstatus>MRT</presetstatus>
   <deleted>N</deleted>
  </department>
 </departments>
</response>


Retrieve department info

Avaliable from application version: 2.8.2.1
Avaliable examples: Wordpress widget example

Example call
  • General
  • PHP
GET
  http://example.com/api/departments/[departmentid]
 

Mandatory parameters

Name Type Description
[departmentid] text Department ID
apikey text API key


Call response description
 

Return fields

Name Type Description
departmentid text Id of the department
name text Name of the department
description text Description of the department
onlinestatus text Department online status - services online in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
presetstatus text Department preset status - services available in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
deleted constlist If department was deleted (Possible values: Y - Yes, N - No)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <departmentid>e4y7g8s8</departmentid>
 <name>Support</name>
 <description>General support department</description>
 <onlinestatus>M</onlinestatus>
 <presetstatus>M</presetstatus>
 <deleted>N</deleted>
</response>



Knowledgebase


Retrieve a list of all knowledgebase articles

Avaliable from application version: 4.16.3.2

Example call
  • General
  • PHP
GET
  http://example.com/api/knowledgebase/articles
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
limit text Limit number of returned rows. Default value: 10, Max value: 500
offset text Return articles from defined row number. Default value 0.
tree_path text Return just articles with tree path starting with selected value (e.g. if you need to return all sub-articles of specific category). Example value: 0|23|
parent_id text Return just articles with specific parent ID (e.g. if you need to return just first level of sub-articles of specific category). Example value: 288
article_id text Return just specific article with given ID. Example value: 288


Call response description
 

Return fields

Name Type Description
articles list The list of all knowledgebase articles.
Field articles has 22 columns:
kb_entry_id text Article ID.
parent_entry_id text Parent article ID.
rtype text Article type.
rstatus text Status.
access text Article access level.
access_inherited text Inherited access level.
urlcode text URL Code.
treepath text Tree path.
rorder text Order.
title text Article Title.
metadescription text HTML Meta description.
keywords text HTML Meta Keywords.
content html Article Content.
conversationid text Conversation ID.
departmentid text Department ID.
views text Number of views.
votes text Number of votes.
datecreated text Date when was article created.
datechanged text Date of last change.
deleted text Is article deleted?
description text Description.
url text Article URL.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <articles>
  <article>
   <kb_entry_id>15</kb_entry_id>
   <parent_entry_id>
   </parent_entry_id>
    <rtype>C</rtype>
    <rstatus>P</rstatus>
    <access>P</access>
    <access_inherited>P</access_inherited>
    <urlcode>376829</urlcode>
    <treepath>0</treepath>
    <rorder>9</rorder>
    <title>General Questions</title>
    <metadescription>General Questions not related to Quality Unit products</metadescription>
    <keywords>faq, questions</keywords>
    <content>
     <![CDATA[Article content]]>
    </content>
    <conversationid>
    </conversationid>
     <departmentid>
     </departmentid>
      <views>1244</views>
      <votes>0</votes>
      <datecreated>2007-08-02 12:24:51</datecreated>
      <datechanged>2011-12-22 16:33:40</datechanged>
      <deleted>N</deleted>
      <description>
      </description>
       <url>//localhost/LiveAgent/index.php?type=page&amp;urlcode=376829&amp;title=General-Questions</url>
      </article>
      <article>
       <kb_entry_id>132</kb_entry_id>
       <parent_entry_id>
       </parent_entry_id>
        <rtype>C</rtype>
        <rstatus>P</rstatus>
        <access>P</access>
        <access_inherited>P</access_inherited>
        <urlcode>376118</urlcode>
        <treepath>0</treepath>
        <rorder>10</rorder>
        <title>Another article</title>
        <metadescription>
        </metadescription>
         <keywords>test article</keywords>
         <content>
          <![CDATA[This is test content that can contain html and because of that it is in construct]]>
         </content>
         <conversationid>
         </conversationid>
          <departmentid>
          </departmentid>
           <views>66</views>
           <votes>0</votes>
           <datecreated>2004-02-02 12:24:11</datecreated>
           <datechanged>2014-11-22 16:33:40</datechanged>
           <deleted>N</deleted>
           <description>
           </description>
            <url>//localhost/LiveAgent/index.php?type=page&amp;amp;urlcode=376118&amp;amp;title=Another-article</url>
           </article>
          </articles>
         </response>


Knowledgebase search

Avaliable from application version: 4.7.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/knowledgebase/search?query=[value]
 

Mandatory parameters

Name Type Description
query text Query string
apikey text API key
 

Optional parameters

Name Type Description
top_article_id text Top article ID. Search will start from given ID. Leave empty if all articles should be searched.
limit text Limit number of returned rows. Default value: 10


Call response description
 

Return fields

Name Type Description
articles list KB Articles list
Field articles has 12 columns:
kb_entry_id text Knowledgabse article ID
urlcode text Knowledgabse article URL ID
title text Title
content_text text Article content
content_simple_html text Simple and short article HTML
treepath text Tree path
rtype text Type
rstatus text Status
votesCount text Votes count
datechanged text Last change date
conversationid text Conversation id (if related to conversation)
url text Article URL

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <articles>
  <article>
   <kb_entry_id>4150</kb_entry_id>
   <urlcode>011157<lt;/urlcode>
   <title>LiveAgent integration</title>
   <content_text>Please note: this integration is available in PostAffiliatePro v.5.0.6.8</content_text>
   <content_simple_html>Please note: this integration is available in PostAffiliatePro v.5.0.6.8</content_simple_html>
   <treepath>0|449|541|4149</treepath>
   <rtype>A</rtype>
   <rstatus>P</rstatus>
   <votesCount>0</votesCount>
   <datechanged>2013-08-21 00:47:51</datechanged>
   <conversationid>
   </conversationid>
    <url>\/\/support.qualityunit.com\/011157-LiveAgent-integration</url>
   </article>
  </articles>
 </response>



Online status


Agents

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/onlinestatus/agents
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
agentsOnlineStates list Online state of agents
Field agentsOnlineStates has 8 columns:
id text User id of agent
contactid text Contact id of agent
username text Agent's username (email)
firstname int Agent's first name
lastname int Agent's last name
avatar_url int Agent's avatar url
presetStatus int Agent's preset online status (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)
onlineStatus int Agent's current online status (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsOnlineStates>
  <agentsOnlineState>
   <id>56df98rt</id>
   <contactid>46c8f67a</contactid>
   <username>john.doe@example.com</username>
   <firstname>John</firstname>
   <lastname>Doe</lastname>
   <avatar_url>themes/agent/_common_templates/img/user05.png</avatar_url>
   <presetStatus>MPRT</presetStatus>
   <onlineStatus>MPRT</onlineStatus>
  </agentsOnlineState>
 </agentsOnlineStates>
</response>


Departments

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/onlinestatus/departments
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
departmentsOnlineStates list Online state of departments
Field departmentsOnlineStates has 9 columns:
id int Identifier of department
name int Name of department
onlineStatus int Current online status of department (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)
presetStatus int Preset online status of department (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)
chat_count int Number of running chats in department
new_count int Number of tickets in New state in department
customer_reply_count int Number of customer replies in department
total_count int Total number of tickets in department
max_count int Maximum number of tickets in any of departments

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <departmentsOnlineStates>
  <departmentsOnlineState>
   <id>8750f3cd</id>
   <name>Technical</name>
   <onlineStatus>F</onlineStatus>
   <presetStatus>MPRT</presetStatus>
   <chat_count>2</chat_count>
   <new_count>7</new_count>
   <customer_reply_count>11</customer_reply_count>
   <total_count>1587</total_count>
   <max_count>1587</max_count>
  </departmentsOnlineState>
 </departmentsOnlineStates>
</response>



Reports


Agents report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/agents?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number


Call response description
 

Return fields

Name Type Description
agents list Agents list
Field agents has 32 columns:
id text User identifier
contactid text User contact identifier
firstname text First name
lastname text Last name
worktime int Worktime in minutes
answers int Number of answers
answers_ph text Number of answers per hour
newAnswerAvgTime int New answer average time (in seconds)
nextAnswerAvgTime int Open answer average time (in seconds)
calls int Number of answered calls
calls_ph text Number of answered calls per hour
missed_calls int Number of missed calls
missed_calls_ph text Number of missed calls per hour
call_seconds int Call time total (in seconds)
call_seconds_ph text Call time total (in seconds) per hour
chats int Number of responded chats
chats_ph text Number of responded chats per hour
chat_answers int Number of chat messages
chat_answers_ph text Number of chat messages per hour
missed_chats int Number of missed chats
missed_chats_ph text Number of missed chats per hour
chatPickupAvgTime int Chat pickup average time (in seconds)
chatAvgTime int Average time spent in chat (in seconds)
not_ranked int Number of not ranked
not_ranked_p text Not ranked [%]
not_ranked_ph text Number of not ranked per hour
rewards int Number of rewards
rewards_p text Rewards [%]
rewards_ph text Number of rewards per hour
punishments int Number of rebukes
punishments_p text Rebukes [%]
punishments_ph text Number of rebukes per hour

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agents>
  <agent>
   <id>hji78r9u</id>
   <contactid>456edf8y</contactid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <worktime>60</worktime>
   <answers>0</answers>
   <answers_ph>0.00</answers_ph>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <calls>0</calls>
   <calls_ph>0.00</calls_ph>
   <missed_calls>0</missed_calls>
   <missed_calls_ph>0.00</missed_calls_ph>
   <call_seconds>0</call_seconds>
   <call_seconds_ph>0.00</call_seconds_ph>
   <chats>0</chats>
   <chats_ph>0.00</chats_ph>
   <chat_answers>0</chat_answers>
   <chat_answers_ph>0.00</chat_answers_ph>
   <missed_chats>0</missed_chats>
   <missed_chats_ph>0.00</missed_chats_ph>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <not_ranked_ph>0.00</not_ranked_ph>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <rewards_ph>0.00</rewards_ph>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <punishments_ph>0.00</punishments_ph>
  </agent>
 </agents>
</response>


Channels report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/channels?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number


Call response description
 

Return fields

Name Type Description
channels list Channels list
Field channels has 24 columns:
id text Channel identifier
channelName text Channel name
answers int Number of answers
newAnswerAvgTime int New answer average time (in seconds)
nextAnswerAvgTime int Open answer average time (in seconds)
chat_answers int Number of chat messages
chats int Number of responded chats
missed_chats int Number of missed chats
chatPickupAvgTime int Chat pickup average time (in seconds)
chatAvgTime int Average time spent in chat (in seconds)
calls int Number of answered calls
missed_calls int Number of missed calls
call_seconds int Call time total (in seconds)
not_ranked int Number of not ranked
not_ranked_p text Not ranked [%]
rewards int Number of rewards
rewards_p text Rewards [%]
punishments int Number of rebukes
punishments_p text Rebukes [%]
i_messages int Number of incoming messages
i_chats int Number of incomming chats (including not responded)
i_calls int Number of incoming calls (including not answered)
f_chats int Number of finished chats
f_calls int Number of finished calls

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <channels>
  <channel>
   <id>2</id>
   <channelName>Facebook</channelName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </channel>
 </channels>
</response>


Departments report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/departments?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number


Call response description
 

Return fields

Name Type Description
departments list Departments list
Field departments has 24 columns:
id text Department identifier
departmentName text Department name
answers int Number of answers
newAnswerAvgTime int New answer average time (in seconds)
nextAnswerAvgTime int Open answer average time (in seconds)
chat_answers int Number of chat messages
chats int Number of responded chats
missed_chats int Number of missed chats
chatPickupAvgTime int Chat pickup average time (in seconds)
chatAvgTime int Average time spent in chat (in seconds)
calls int Number of answered calls
missed_calls int Number of missed calls
call_seconds int Call time total (in seconds)
not_ranked int Number of not ranked
not_ranked_p text Not ranked [%]
rewards int Number of rewards
rewards_p text Rewards [%]
punishments int Number of rebukes
punishments_p text Rebukes [%]
i_messages int Number of incoming messages
i_chats int Number of incomming chats (including not responded)
i_calls int Number of incoming calls (including not answered)
f_chats int Number of finished chats
f_calls int Number of finished calls

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <departments>
  <department>
   <id>1234asdf</id>
   <departmentName>General</departmentName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </department>
 </departments>
</response>


Performance report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/performance?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
group_by text Group by time interval (allowed values: hour, day, week, month)


Call response description
 

Return fields

Name Type Description
performance list Performance list
Field performance has 24 columns:
datetime datetime Date from
dateto datetime Date to
answers int Number of answers
newAnswerAvgTime int New answer average time (in seconds)
nextAnswerAvgTime int Open answer average time (in seconds)
chat_answers int Number of chat messages
chats int Number of responded chats
missed_chats int Number of missed chats
chatPickupAvgTime int Chat pickup average time (in seconds)
chatAvgTime int Average time spent in chat (in seconds)
calls int Number of answered calls
missed_calls int Number of missed calls
call_seconds int Call time total (in seconds)
not_ranked int Number of not ranked
not_ranked_p text Not ranked [%]
rewards int Number of rewards
rewards_p text Rewards [%]
punishments int Number of rebukes
punishments_p text Rebukes [%]
i_messages int Number of incoming messages
i_chats int Number of incomming chats (including not responded)
i_calls int Number of incoming calls (including not answered)
f_chats int Number of finished chats
f_calls int Number of finished calls

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <performance>
  <item>
   <datetime>01/25/2014</datetime>
   <dateto>2014-01-27 23:59:59</dateto>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </item>
 </performance>
</response>


Tags report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/tags?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number


Call response description
 

Return fields

Name Type Description
tags list Tags list
Field tags has 24 columns:
id text Tag identifier
tagName text Tag name
answers int Number of answers
newAnswerAvgTime int New answer average time (in seconds)
nextAnswerAvgTime int Open answer average time (in seconds)
chat_answers int Number of chat messages
chats int Number of responded chats
missed_chats int Number of missed chats
chatPickupAvgTime int Chat pickup average time (in seconds)
chatAvgTime int Average time spent in chat (in seconds)
calls int Number of answered calls
missed_calls int Number of missed calls
call_seconds int Call time total (in seconds)
not_ranked int Number of not ranked
not_ranked_p text Not ranked [%]
rewards int Number of rewards
rewards_p text Rewards [%]
punishments int Number of rebukes
punishments_p text Rebukes [%]
i_messages int Number of incoming messages
i_chats int Number of incomming chats (including not responded)
i_calls int Number of incoming calls (including not answered)
f_chats int Number of finished chats
f_calls int Number of finished calls

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <tags>
  <tag>
   <id>4gh5</id>
   <tagName>Urgent</tagName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </tag>
 </tags>
</response>


Tickets Agent availability report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/tickets/agentsavailability
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
agentsavailability list Agents availability list
Field agentsavailability has 10 columns:
id int Availability identifier
userid text User identifier
firstname text User first name
lastname text User last name
contactid text Contact identifier
departmentid text Department identifier
department_name text Department name
hours_online text Number of hours online
from_date datetime Date from
to_date datetime Date to

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>07/24/2014 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>


Tickets Load report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/tickets/load
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
loads list Tickets load list
Field loads has 10 columns:
date datetime Date
avgQueue text Average tickets in queue
maxQueue int Maximum tickets in queue
minQueue int Minimum tickets in queue
avgSlots text Average agents
maxSlots int Maximum agents
minSlots int Minimum agents
avgService text Average work in progress tickets
maxService int Maximum work in progress tickets
minService int Minimum work in progress tickets

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>


Tickets SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/tickets/slacompliance
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
datetime text Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid text Narrow the report to specific department identifier
userid text Assigned to user identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slacompliances list SLA Compliances list
Field slacompliances has 9 columns:
date datetime Date
fulfilled int Fulfilled
avgFulfilledTime int Average fulfilled time
maxFulfilledTime int Maximum fulfilled time
minFulfilledTime int Minimum fulfilled time
unfulfilled int Unfulfilled
avgUnfulfilledTime int Average unfulfilled time
maxUnfulfilledTime int Maximum unfulfilled time
minUnfulfilledTime int Minimum unfulfilled time

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>


Tickets SLA Log report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/tickets/slalog?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrows the report to specific department identifier
agentid text Agent identifier
requesterid text Requester contact identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slalogs list SLA Compliances list
Field slalogs has 20 columns:
id text SLA Log identifier
conversationid text Conversation identifier
code text Conversation code
departmentid text Department identifier
department_name text Department name
levelid text Level identifier
sla_level_name text SLA level name
sla text SLA offset
date_created datetime Minimum unfulfilled time
date_closed datetime Minimum unfulfilled time
server_date_closed datetime Minimum unfulfilled time
date_due datetime Minimum unfulfilled time
server_date_due datetime Minimum unfulfilled time
sla_level_id text SLA level identifier
agentid text Agent identifier
agent_firstname text Agent first name
agent_lastname text Agent last name
req_contactid text Requester contact identifier
req_firstname text Requester first name
req_lastname text Requester last name

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>08/26/2014 16:42:36</date_created>
   <date_closed>08/26/2014 16:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>08/26/2014 18:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid>
   </agentid>
    <agent_firstname>
    </agent_firstname>
     <agent_lastname>
     </agent_lastname>
      <req_contactid>2fe9e7c7</req_contactid>
      <req_firstname>Customer firstname</req_firstname>
      <req_lastname>Customer lastname</req_lastname>
     </slalog>
    </slalogs>
   </response>


Chats Agent availability report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/chats/agentsavailability
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
agentsavailability list Agents availability list
Field agentsavailability has 10 columns:
id int Availability identifier
userid text User identifier
firstname text User first name
lastname text User last name
contactid text Contact identifier
departmentid text Department identifier
department_name text Department name
hours_online text Number of hours online
from_date datetime Date from
to_date datetime Date to

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>07/24/2014 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>


Chats availability report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/chats/availability
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
availability list Chats availability list
Field availability has 3 columns:
date datetime Date
mins int Availability (in minutes)
pct text Availability (in percentage)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <availability>
  <item>
   <date>2014-07-26 15:00:00</date>
   <mins>59</mins>
   <pct>98.3333</pct>
  </item>
 </availability>
</response>


Chats Load report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/chats/load
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
loads list Chats load list
Field loads has 10 columns:
date datetime Date
avgQueue text Average tickets in queue
maxQueue int Maximum tickets in queue
minQueue int Minimum tickets in queue
avgSlots text Average agents
maxSlots int Maximum agents
minSlots int Minimum agents
avgService text Average work in progress tickets
maxService int Maximum work in progress tickets
minService int Minimum work in progress tickets

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>


Chats SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/chats/slacompliance
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
datetime text Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid text Narrow the report to specific department identifier
userid text Assigned to user identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slacompliances list SLA Compliances list
Field slacompliances has 9 columns:
date datetime Date
fulfilled int Fulfilled
avgFulfilledTime int Average fulfilled time
maxFulfilledTime int Maximum fulfilled time
minFulfilledTime int Minimum fulfilled time
unfulfilled int Unfulfilled
avgUnfulfilledTime int Average unfulfilled time
maxUnfulfilledTime int Maximum unfulfilled time
minUnfulfilledTime int Minimum unfulfilled time

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>


Chats SLA log report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/chats/slalog?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrows the report to specific department identifier
agentid text Agent identifier
requesterid text Requester contact identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slalogs list SLA Compliances list
Field slalogs has 20 columns:
id text SLA Log identifier
conversationid text Conversation identifier
code text Conversation code
departmentid text Department identifier
department_name text Department name
levelid text Level identifier
sla_level_name text SLA level name
sla text SLA offset
date_created datetime Minimum unfulfilled time
date_closed datetime Minimum unfulfilled time
server_date_closed datetime Minimum unfulfilled time
date_due datetime Minimum unfulfilled time
server_date_due datetime Minimum unfulfilled time
sla_level_id text SLA level identifier
agentid text Agent identifier
agent_firstname text Agent first name
agent_lastname text Agent last name
req_contactid text Requester contact identifier
req_firstname text Requester first name
req_lastname text Requester last name

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>08/26/2014 16:42:36</date_created>
   <date_closed>08/26/2014 16:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>08/26/2014 18:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid>
   </agentid>
    <agent_firstname>
    </agent_firstname>
     <agent_lastname>
     </agent_lastname>
      <req_contactid>2fe9e7c7</req_contactid>
      <req_firstname>Customer firstname</req_firstname>
      <req_lastname>Customer lastname</req_lastname>
     </slalog>
    </slalogs>
   </response>


Calls Agent availability report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/calls/agentsavailability
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
agentsavailability list Agents availability list
Field agentsavailability has 10 columns:
id int Availability identifier
userid text User identifier
firstname text User first name
lastname text User last name
contactid text Contact identifier
departmentid text Department identifier
department_name text Department name
hours_online text Number of hours online
from_date datetime Date from
to_date datetime Date to

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>07/24/2014 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>


Calls availability report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/calls/availability
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
availability list Calls availability list
Field availability has 3 columns:
date datetime Date
mins int Availability (in minutes)
pct text Availability (in percentage)

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <availability>
  <item>
   <date>2014-07-26 15:00:00</date>
   <mins>59</mins>
   <pct>98.3333</pct>
  </item>
 </availability>
</response>


Calls Load report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/calls/load
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrow the report to specific department identifier
agentid text Narrow the report to specific agent id


Call response description
 

Return fields

Name Type Description
loads list Calls load list
Field loads has 10 columns:
date datetime Date
avgQueue text Average tickets in queue
maxQueue int Maximum tickets in queue
minQueue int Minimum tickets in queue
avgSlots text Average agents
maxSlots int Maximum agents
minSlots int Minimum agents
avgService text Average work in progress tickets
maxService int Maximum work in progress tickets
minService int Minimum work in progress tickets

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>


Calls SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/calls/slacompliance
 

Mandatory parameters

Name Type Description
apikey text API key
 

Optional parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
datetime text Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid text Narrow the report to specific department identifier
userid text Assigned to user identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slacompliances list SLA Compliances list
Field slacompliances has 9 columns:
date datetime Date
fulfilled int Fulfilled
avgFulfilledTime int Average fulfilled time
maxFulfilledTime int Maximum fulfilled time
minFulfilledTime int Minimum fulfilled time
unfulfilled int Unfulfilled
avgUnfulfilledTime int Average unfulfilled time
maxUnfulfilledTime int Maximum unfulfilled time
minUnfulfilledTime int Minimum unfulfilled time

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>


Calls SLA log report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/calls/slalog?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
departmentid text Narrows the report to specific department identifier
agentid text Agent identifier
requesterid text Requester contact identifier
slalevelid text SLA level identifier


Call response description
 

Return fields

Name Type Description
slalogs list SLA Compliances list
Field slalogs has 20 columns:
id text SLA Log identifier
conversationid text Conversation identifier
code text Conversation code
departmentid text Department identifier
department_name text Department name
levelid text Level identifier
sla_level_name text SLA level name
sla text SLA offset
date_created datetime Minimum unfulfilled time
date_closed datetime Minimum unfulfilled time
server_date_closed datetime Minimum unfulfilled time
date_due datetime Minimum unfulfilled time
server_date_due datetime Minimum unfulfilled time
sla_level_id text SLA level identifier
agentid text Agent identifier
agent_firstname text Agent first name
agent_lastname text Agent last name
req_contactid text Requester contact identifier
req_firstname text Requester first name
req_lastname text Requester last name

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>08/26/2014 16:42:36</date_created>
   <date_closed>08/26/2014 16:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>08/26/2014 18:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid>
   </agentid>
    <agent_firstname>
    </agent_firstname>
     <agent_lastname>
     </agent_lastname>
      <req_contactid>2fe9e7c7</req_contactid>
      <req_firstname>Customer firstname</req_firstname>
      <req_lastname>Customer lastname</req_lastname>
     </slalog>
    </slalogs>
   </response>


Ranking agents report

Avaliable from application version: 4.11.3.0

Example call
  • General
  • PHP
GET
  http://example.com/api/reports/ranking?date_from=[value]&date_to=[value]
 

Mandatory parameters

Name Type Description
date_from text Date from (format: YYYY-MM-DD, eg: 2014-01-24)
date_to text Date to (format: YYYY-MM-DD, eg: 2014-01-24)
apikey text API key
 

Optional parameters

Name Type Description
columns text Columns (comma delimeted) to be returned (see return fields)
limitcount text Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom text Start from specified row number
agentid text Agent user identifier
contactid text Contact user identifier
types text Comma-separated rank type identifiers (allowed values: W - reward, P - rebuke)


Call response description
 

Return fields

Name Type Description
ranks list Agent ranking list
Field ranks has 11 columns:
id text Ranking identifier
rankingType text Ranking type (W = reward, P = rebuke)
datecreated datetime Date created
conversationid text Conversation identifier
agentcontactid text Agent identifier
agentEmail text Agent email
agent text Agent full name
contactid text Requester identifier
requesterEmail text Requester email
requester text Requester full name
comment text Number of answered calls

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <ranks>
  <rank>
   <id>49481</id>
   <rankingType>W</rankingType>
   <datecreated>2014-08-26 07:06:30</datecreated>
   <conversationid>dfr895e3</conversationid>
   <agentcontactid>56df98rt</agentcontactid>
   <agentEmail>agent@example.com</agentEmail>
   <agent>Agent Name</agent>
   <contactid>ert889d6</contactid>
   <requesterEmail>customer@example.com</requesterEmail>
   <requester>Customer Name</requester>
   <comment>super</comment>
  </rank>
 </ranks>
</response>



Suggestion categories


Retrieves all suggestion categories

Avaliable from application version: 2.8.2.1

Example call
  • General
  • PHP
GET
  http://example.com/api/suggestioncategories
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
suggestioncategories list List of categories
Field suggestioncategories has 3 columns:
id text Id of the category
title text Title of the category
path text Path of the category

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <suggestioncategories>
  <suggestioncategorie>
   <id>15</id>
   <title>Suggestions</title>
   <path>Product1 / Suggestion</path>
  </suggestioncategorie>
  <suggestioncategorie>
   <id>16</id>
   <title>Ideas</title>
   <path>Product2 / Ideas</path>
  </suggestioncategorie>
 </suggestioncategories>
</response>



Suggestions


Create new suggestion

Avaliable from application version: 3.0.18.2

Example call
  • General
  • PHP
POST
  http://example.com/api/suggestions
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
useridentifier text User email.
category text Suggestion category (id or url code).
subject text Suggestion subject
message text Suggestion body
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request
id text Id of suggestion
url text Url of suggestion

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
 <id>s4ds456a</id>
 <url>http://www.yoursite.com/856325-New-Suggeston</url>
</response>



Tags


Remove tag

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
DELETE
  http://example.com/api/tags/[tagid]
 

Mandatory parameters

Name Type Description
[tagid] text Tag ID
apikey text API key


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>


Retrieve a list of all available tags

Avaliable from application version: 4.0.30.6

Example call
  • General
  • PHP
GET
  http://example.com/api/tags
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
tags list The list of tags.
Field tags has 2 columns:
id text An identifier of the tag.
name text A name of the tag.

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <tags>
  <tag>
   <id>sh3j</id>
   <name>VIP</name>
  </tag>
  <tag>
   <id>8sd5</id>
   <name>Support</name>
  </tag>
 </tags>
</response>


Retrieve tag info

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/tags/[tagid]
 

Mandatory parameters

Name Type Description
[tagid] text Tag ID
apikey text API key


Call response description
 

Return fields

Name Type Description
id text Id of tag
name text Name of the tag
color text Color for title
bg_color text Color for background

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>


Add tag

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
POST
  http://example.com/api/tags
Note: You must send parameters for this call as POST fields.
 

Mandatory parameters

Name Type Description
name text Name of the tag
apikey text API key
 

Optional parameters

Name Type Description
color text Color for name
bg_color text Color for background


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request
id text Id of tag
name text Name of tag
color text Color for name
bg_color text Color for background

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>


Change tag

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
PUT
  http://example.com/api/tags/[tagid]
Note: You must send parameters for this call as PUT fields.
 

Mandatory parameters

Name Type Description
[tagid] text Tag ID
apikey text API key
 

Optional parameters

Name Type Description
name text Name of the tag
color text Color for name
bg_color text Color for background


Call response description
 

Return fields

Name Type Description
status text OK
statuscode int Status code of executed request

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>



Overview


Chats

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/chats/overview
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
chatsOverview list Overview of chats
Field chatsOverview has 4 columns:
visitors int Number of visitors
chats int Number of running chats
queue int Number of chats in queue
agents int Number of agents available for chat

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <chatsOverview>
  <item>
   <visitors>26</visitors>
   <chats>8</chats>
   <queue>2</queue>
   <agents>5</agents>
  </item>
 </chatsOverview>
</response>


Phone calls

Avaliable from application version: 4.17.1.3

Example call
  • General
  • PHP
GET
  http://example.com/api/calls/overview
 

Mandatory parameters

Name Type Description
apikey text API key


Call response description
 

Return fields

Name Type Description
callsOverview list Overview of calls
Field callsOverview has 3 columns:
running int Number of ruuning calls
ringing int Number of ringing calls
inqueue int Number of calls in queue

Example responses
  • XML
  • JSON
<?xml version='1.0' encoding='utf-8'?>
<response>
 <callsOverview>
  <item>
   <running>3</running>
   <ringing>1</ringing>
   <inqueue>5</inqueue>
  </item>
 </callsOverview>
</response>