Changelog

This document is the record of all the changes in the Reports API starting from version 3.2.

We use the 🛠️ emoji to mark bug fixes. We also specify the date of introducing the fix in the YYYY-MM-DD format.

[v3.6] - Developer preview

No changes yet.

[v3.5] - 2022-11-23

General

• There are new filters in all reports:
  • filters.customer_countries.values
  • filters.customer_countries.exclude_values
  • filters.customer_countries.require_every_value

Tags

• There's a new method, Tags Chat Usage, which shows how many chats are marked with each listed tag.

Chats

• The surveys method has been renamed to Forms. It shows the number of submitted chat forms along with the count of specific answers.

[v3.4] - 2021-12-22

General

• The HTTP POST method becomes the primary and recommended way of sending requests. HTTP GET is still supported, however, it might fail for more complex requests due to the limitations of the query string length.
• The request format changed: filters are now nested within the filters field.
• All methods require the reports_read scope. This applies to all v3.x versions of the Reports API.
• To provide more consistent experience across all Platform APIs, filters are now aligned with those used in List Archives (the Agent Chat API).
  • The following fields were renamed in all reports:
    • from -> filters.from
    • to -> filters.to
    • groups -> filters.groups.values
    • agents -> filters.agents.values
    • agent_assigned -> filters.agents.exists
    • names -> filters.tags.values
    • names:with -> filters.tags.exists
    • names:without -> filters.tags.exists
    • tags -> filters.tags.values
    • tagged -> filters.tags.exists
    • customer_client_ids -> filters.properties.source.customer_client_id.values
  • There are new filters in all reports:
    • filters.agents.exclude_values
    • filters.agents.exists
    • filters.agents.require_every_value
    • filters.tags.exclude_values
    • filters.tags.require_every_value
    • filters.properties.<namespace>.<name>.values
    • filters.properties.<namespace>.<name>.exclude_values
    • filters.properties.<namespace>.<name>.exists
    • filters.sales.values
    • filters.sales.exclude_values
    • filters.sales.exists
    • filters.sales.require_every_value
    • filters.goals.values
    • filters.goals.exclude_values
    • filters.goals.exists
    • filters.goals.require_every_value
    • filters.surveys.type
    • filters.surveys.answer_id
    • filters.event_types.values
    • filters.event_types.exclude_values
    • filters.event_types.require_every_value
    • filters.greetings.from
    • filters.greetings.to
    • filters.greetings.values
    • filters.greetings.exclude_values
    • filters.greetings.exists
    • filters.greetings.groups.values
    • filters.greetings.groups.exclude_values
    • filters.agent_response.exists
    • filters.agent_response.groups.values
    • filters.agent_response.groups.exclude_values
    • filters.agent_response.agents.values
    • filters.agent_response.agents.exclude_values

Chats

• There's a new method, Ratings, which shows the number of rated chats along with their ratings during a specified period of time.
• There's a new method, Ranking, which shows the ratio of good to bad ratings for each operator agent within a license.
• There's a new method, Engagement, which shows the distribution of chats based on engagement during the specified period.
• There's a new method, Greetings Conversion, which shows the number of greetings sent to the customers and how many of those resulted in a chat or a goal.
• There's a new method, Response Time, which shows the average chat response time for agents.
• There's a new method, First Response Time, which shows the average chat first response time for agents.
• The agents_chatting_duration method has been renamed to Duration, which shows the average chat duration and chatting duration for agents.
• There's a new method, Surveys, which returns responses to the post-chat and pre-chat surveys during a specified period of time.

Agents

• There's a new method, Availability, which shows for how long an agent, group, or the whole account was available for chatting during a specified period of time.
• There's a new method, Performance, which shows both the summary and the details of agents' performance.

[v3.3] - 2021-03-30

Chats

• There's a new request property, timezone (e.g. America/Phoenix), for the Agents Chatting Duration and Tags reports.
• There's a new method, Total Chats, which shows how many chats occurred during the specified period.

[v3.2] - 2021-01-07

Chats

• There's a new method, Agents Chatting Duration, which shows the average chatting duration for agents.
• There's a new method, Tags, which shows the distribution of tags for chats.