Description
Important change: The allowed range for retrieving data has been changed from 30 days to 2 days for performance reasons. If you need to export a large range of days, please split your export in parts or contact us to provide a larger data set.
This List can be used to receive CSV lists with chat specific data. All data is given within the authenticated user's account scope. If user is a CCC agent, it will return data from all accounts within the user's groups.
Returns
A csv formatted file. The list is seperated by a semicolon (;) by default, but seperator can be changed with csvoption parameters (see below). Alle values are delimited by " (double quote). Date/time fields follow the RFC 2822 date-time format, e.g. Wed, 14 Mar 2012 16:16:11 +0100
Call Method
The csv list should be called as followes: https://client.cobrowser.net/generic/api/csv.php?user=username&apiKey=apiKey&c=command [[Optional: &listoption=listvalue], [Optional: &commandoption=commanvalue]]
An example URL:
https://client.cobrowser.net/generic/api/csv.php?user=reporting%40example.com&apiKey=2T...2b6L&c=conversations&start=1&stop=1
This will obtain the coversation-data of yesterday. More details about the options can be seen below.
Authentication
Use your username and apiKey for authentication as described in Call Method.
- In order to use the API, your account must be setup with an API Key. Please use this form to request one.
- API calls are only accepted using https (SSL) connections.
List Options
The following list options are available for this API Object.
| CSV Option |
Values |
| csvseperator |
Optional sets the csv seperator
Default: semicolon (;)
Possible values: semicolon (;) comma(,) colon(:) pipe(|)
|
Available commands
The following commands are available for this API Object.
| Command |
Description & Fields |
Command Options |
| conversations |
Receive a list of conversations, with the following columns:
- "conversation_start" (timestamp of first message)
- "browse_id" (internal id of the visit)
- "account_id" (internal id of the CoBrowser.net account)
- "num_messages" (number of lines in this conversation)
- "duration_secs" (duration of conversation in seconds)
- "avgMessageLength" (average length of lines)
- "maxMessageLength" (maximum length of lines)
- "last_agent_id" (internal id of the agent that ended the conversation)
- "reseller_id" (internal id of CoBrowser.net reseller or account group)
- "visitor_id" (internal id of website visitor)
- "requestType" (type of matching chat request ask_proactive / ask_reactive)
- "assigned_agent_id" (internal id of the agent that was firstly assigned to the conversation)
- "acceptUrl" (the URL where the conversation was initiated / accepted)
- "accept_host_id" (the internal id of the host / website where the conversation was initiated, please refer to c=hosts)
- "decisionTime" (time in seconds between the invite and the accept)
- "firstResponseTime" (time in seconds between accept and first agent message)
- "transcriptUrl" (external URL to read the full transcript)
- "avgResponseTime" (average time between agent and visitor messages / waiting time for visitor)
- "maxResponseTime" (maximum time between agent and visitor messages / waiting time for visitor)
- "successcode" (successcode as a result of this conversation)
- "firstReplyTime" (time between the first message of the visitor and the first message of the agent)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| accounts |
Receive a list of all accounts linked to the operator, with the following columns:
- id (internal account id)
- name (account name)
- postfix (string is placed after all the account's usernames e.g. user@account.net. In this case account.net is the postfix)
- reseller_id (internal id of CoBrowser.net reseller or account group)
|
- none |
| agents |
Receive a list of all agents within the accounts linked to this operator, with the following columns:
- id (internal id of the agent)
- username (without account postfix)
- firstname
- lastname
- email
- account_id (internal id of the associated account)
- cccagent_id (Optional: internal id of the associated CCC Agent)
- disabled (is 1 in case the agent is deleted)
|
- none |
| cccagents |
This command only works for CCC Agents
Receive a list of all ccc agents within the CCC account linked to this operator, with the following columns:
- id (internal id of the ccc agent)
- username (without ccc account postfix)
- firstname
- lastname
- email
- cccaccount_id (internal id of the associated account)
|
- none |
| cccagentgroups |
This command only works for CCC Agents
Receive a list of all associations between ccc agents and their groups, with the following columns:
- cccagent_id (internal id of the ccc agent)
- cccgroup_id (internal id of the ccc group)
- cccgroup_name (name of the ccc group)
- cccaccount_id (internal id of the associated ccc account)
|
- none |
| cccgroupaccounts |
This command only works for CCC Agents
Receive a list of all associations between ccc agents and their groups, with the following columns:
- cccgroup_id (internal id of the ccc group)
- account_id (internal id of the account)
- cccgroup_name (name of the ccc group)
- cccaccount_id (internal id of the associated ccc account)
|
- none |
| cccslotsactivity |
This command only works for CCC Agents
Receive a list of slot mutations of ccc agents. The following colums are available:
- cccagent_id (internal id of the ccc agent)
- time_start (starting time of this state)
- action (can be 'add' (1 slot more in use) or 'remove' (1 slot less in use)
- account_id (internal id of the account)
- browse_id (betrokken browse id)
- session_id (internal id of the visit, can be linked to conversation)
- activity_id (unique id for the action)
- numslots_used (number of slots in use)
- numslots_max (maximum number of slots for this ccc agent)
|
- none |
| accountspecshourly |
Receive statistics per hour for all accounts linked to the the agent, with the following columns:
- account_id (internal id of the account)
- hourBegin_time (timestamp of the beginning of that hour (0 minutes))
- hourEnd_time (timestamp of the end of that hour (59 minutes, 59 seconds))
- hourOfDay (numeric presentation of the hour (0 to 23))
- num_vists (number of unique visits during that hour)
- num_pageviews (number of pageviews during that hour)
- num_visitors (number of unique visitors during that hour)
- num_reactive (number of reactive requests during that hour)
- num_reactive_accepted (number of reactive requests that are accepted during that hour)
- num_proactive (number of proactive requests during that hour)
- num_proactive_accepted (number of proactive requests that are accepted during that hour)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| hostspecshourly |
Receive statistics per hour for all hosts linked to the the agent's accounts, with the following columns:
- host_id (internal id of the host)
- hourBegin_time (timestamp of the beginning of that hour (0 minutes))
- hourEnd_time (timestamp of the end of that hour (59 minutes, 59 seconds))
- hourOfDay (numeric presentation of the hour (0 to 23))
- num_vists (number of unique visits during that hour)
- num_pageviews (number of pageviews during that hour)
- num_visitors (number of unique visitors during that hour)
- num_reactive (number of reactive requests during that hour)
- num_reactive_accepted (number of reactive requests that are accepted during that hour)
- num_proactive (number of proactive requests during that hour)
- num_proactive_accepted (number of proactive requests that are accepted during that hour)
- account_id (the account the hostis linked to)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start ans stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| emails |
Receive a list of emails that were sent using the CoBrowser.net interface. Most of the times these are transcripts send to customers or visitors. It contains the following columns:
- browse_id (internal id of the visit related to the email)
- id (internal unique id of the email message)
- timestamp (timestamp when the email was sent)
- agent_id (internal id of the agent who sent the email)
- to (email To: value)
- bcc (email BCC: value)
- subject (subject of the email)
- from (email From: value)
- account_id (internal id of the CoBrowser.net account related to the email)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| hosts |
Receive a list of hosts associated to your account(s). It contains the following columns:
- id (internal id of the host)
- account_id (internal id of the account)
- hostname (domain/hostname of the host)
- multiple_acc_id (identifier in case there are multiple accounts on one domain name)
|
- none |
| agentactivity |
Receive a list of the online/offline states of your agents. It contains the following columns:
- agent_id (internal id of the agent)
- time_start (the moment the state changed)
- time_end (the moment the state ended)
- state (the state to which the agent changed (online or offline))
- duration_secs (the amount of seconds the agent had this state)
- account_id (internal id of the associated account)
- activity_id (unique id of the activity)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| filterstatshourly |
Receive a list of statistics of each (proactive) filter per hour. It contains the following columns:
- account_id (internal id of the account)
- hourBegin_time (timestamp of the beginning of that hour (0 minutes))
- hourEnd_time (timestamp of the end of that hour (59 minutes, 59 seconds))
- hourOfDay (numeric presentation of the hour (0 to 23))
- id (internal id of the filter)
- filtername (name of the filter)
- num_proactive (amount of proactive requests generated by this filter)
- num_proactive_accepted (amount of proactive requests generated by this filter which have been accepted)
- num_proactive_declined (amount of proactive requests generated by this filter which have been declined)
- num_proactive_match (number of times that the filter requirements were matched)
- num_proactive_cancelled (amount of proactive requests that were cancelled bacause of unavailability of agents)
- num_proactive_no_availability (amount of accepted requests that could not be routed to an agent)
- num_proactive_expired (amount of requests that were expired)
- num_proactive_ignored (amount of ignored requests)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| slotsactivity |
Receive a list of slot mutations of agents. Everytime an agent adds or removes a slot a record is created. The following colums are available:
- agent_id (internal id of the ccc agent)
- time_start (starting time of this state)
- action (can be 'add' (1 slot more in use) or 'remove' (1 slot less in use)
- account_id (internal id of the account)
- browse_id (betrokken browse id)
- session_id (internal id of the visit, can be linked to conversation)
- activity_id (unique id for the action)
- numslots_used (number of slots in use)
- numslots_max (maximum number of slots for this ccc agent)
- open_duration (time in seconds the slot was open)
- closed_duration (time in seconds the slot was closed of offline)
- new_duration (time in seconds the slot was new)
- sleeping_duration (time in seconds the slot was sleeping)
- burning_duration (time in seconds the slot was burning)
- presetName (name of the preset related to the chat)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
| agentperformance |
Receive a list of the performance of agents per session. Every time an agent logs in a record is created for every preset applicable and performance is kept during that session. The following colums are available:
- agent_id (the agent for which the performance is measured)
- session_id (the id of the login session for which the performance is measured)
- preset (the preset which the performance is measured)
- session_start (start time of the session)
- numChats (number of chats received during the session for given preset)
- numBreaks (number of times an agent went offline during the session for given preset)
- numIgnored (number of chats without message from the visitor during the session for given preset)
- numAbandoned (number of chats without message from the agent during the session for given preset)
- avgConcurrency (average amount of concurrent chats during the session for the given preset)
- firstResponseDuration (total time in seconds during which an agent did not yet reply on any of the current chats)
- openDuration (total time in seconds during which any of the chats was open)
- closedDuration (total time in seconds during which any of the chats was closed or offline)
- newDuration (total time in seconds during which any of the chats was new)
- sleepingDuration (total time in seconds during which any of the chats was sleeping)
- burningDuration (total time in seconds during which any of the chats was burning)
- onlineDuration (total time the agent was online)
- offlineDuration (total time the agent was offline)
- availableDuration (total time the agent was available)
- idleDuration (total time the agent was idle / no chats)
- sessionDuration (total duration of the session)
|
Optional start (in number of days ago). Default: 0 days (today)
Optional stop (in number of days ago). Default: 0 days (today)
- Range between start and stop has a maximum value of 2 days.
- Shows full days (from 12 AM to 12 AM)
|
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