1. API
  2. v1
  3. CORE
  4. INSIGHTS

Cases




Metadata




 
 



Version 1.0
Last Updated July 04, 2016

Actions

CSAT

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
series Series
metric Value

Series

RESOURCE FIELDS

Name Type Read-only Description
name string
data array
previous array

Value

RESOURCE FIELDS

Name Type Read-only Description
name string
value integer
previous integer
delta_percent float

Retrieve CSAT

GET /api/v1/insights/cases/csat.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "previous_start_at": "2016-04-12T00:00:00+00:00",
    "previous_end_at": "2016-04-16T00:00:00+00:00",
    "interval": "DAY",
    "interval_count": 4,
    "series": {
      "name": "average_csat",
      "data": [1, 3, 5, 1],
      "previous": [1, 3, 5, 2],
      "resource_type": "report_series_comparison"
    },
    "metric": {
      "name": "average_csat",
      "value": 5,
      "previous": 7,
      "delta_percent": -28.571,
      "resource_type": "report_value_comparison"
    },
    "resource_type": "report_case_csat"
  }
}

Channel

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
channel_series array

Channel Statistics

RESOURCE FIELDS

Name Type Read-only Description
channel string
series Series

Retrieve Channel Statistics

GET /api/v1/insights/cases/channel.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "interval": "DAY",
    "interval_count": 4,
    "channel_series": [
      {
        "channel": "NOTE",
        "series": {
          "name": "total_messages_received",
          "data": [1, 3, 5, 1],
          "resource_type": "report_series"
        },
        "resource_type": "report_channel_statistics"
      },
      {
        "channel": "FACEBOOK",
        "series": {
          "name": "total_messages_received",
          "data": [1, 3, 5, 1],
          "resource_type": "report_series"
        },
        "resource_type": "report_channel_statistics"
      }
    ]
  },
  "resource_type": "report_case_channel"
}

Average Resolution

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
series Series
metric Value

Retrieve Average Resolution

GET /api/v1/insights/cases/resolution.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "previous_start_at": "2016-04-12T00:00:00+00:00",
    "previous_end_at": "2016-04-16T00:00:00+00:00",
    "interval": "DAY",
    "interval_count": 4,
    "series": {
      "name": "average_resolution_time",
      "data": [1, 3, 5, 1],
      "previous": [1, 3, 4, 1],
      "resource_type": "report_series_comparison"
    },
    "metric": {
      "name": "average_resolution_time",
      "value": 5,
      "previous": 7,
      "delta_percent": -28.571,
      "resource_type": "report_value_comparison"
    },
    "resource_type": "report_average_resolution"
  }
}

Average Response

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
series Series
metric Value

Retrieve Average Response

GET /api/v1/insights/cases/response.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "previous_start_at": "2016-04-12T00:00:00+00:00",
    "previous_end_at": "2016-04-16T00:00:00+00:00",
    "interval": "DAY",
    "interval_count": 4,
    "series": {
      "name": "average_response_time",
      "data": [1, 3, 5, 1],
      "previous": [1, 3, 4, 1],
      "resource_type": "report_series_comparison"
    },
    "metric": {
      "name": "average_response_time",
      "value": 5,
      "previous": 7,
      "delta_percent": -28.571,
      "resource_type": "report_value_comparison"
    },
    "resource_type": "report_average_response"
  }
}

Case Completion

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
series Series
metric Value

Retrieve Case Completion

GET /api/v1/insights/cases/completed.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "previous_start_at": "2016-04-12T00:00:00+00:00",
    "previous_end_at": "2016-04-16T00:00:00+00:00",
    "interval": "DAY",
    "interval_count": 4,
    "series": {
      "name": "total_completed",
      "data": [1, 3, 5, 1],
      "previous": [1, 3, 5, 2],
      "resource_type": "report_series_comparison"
    },
    "metric": {
      "name": "total_completed",
      "value": 5,
      "previous": 7,
      "delta_percent": -28.571,
      "resource_type": "report_value_comparison"
    },
    "resource_type": "report_case_completion"
  }
}

Metrics

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
metrics array

Retrieve Metrics

GET /api/v1/insights/cases/metrics.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
  "status": 200,
  "data": {
    "start_at": "2016-04-16T00:00:00+00:00",
    "end_at": "2016-04-20T00:00:00+00:00",
    "previous_start_at": "2016-04-12T00:00:00+00:00",
    "previous_end_at": "2016-04-16T00:00:00+00:00",
    "metrics": [
      {
        "name": "total_assigned",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "total_created",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "customers_helped",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "cases_touched",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "total_public_replies",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "average_first_response_time",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "average_replies_to_resolution",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "percentage_first_contact_resolved",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "average_team_changes",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "average_assignee_changes",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      },
      {
        "name": "average_first_assignment_time",
        "value": 5,
        "previous": 7,
        "delta_percent": -28.571,
        "resource_type": "report_value_comparison"
      }
    ],
    "resource_type": "report_case_metrics"
  }
}