Reports API

3 minutes reading time

Introduction

Reports API allows you to access and extract all the Reports data available in LiveChat.

Postman Collection

You can access all the request from the Reports API v2 in the Postman Collection.

Run in Postman

Available paths

MethodsPath
GET/reports/chats/total_chats
GET/reports/chats/engagement
GET/reports/chats/not_replied_chats
GET/reports/chats/ratings
GET/reports/chats/ratings/ranking
GET/reports/chats/queued_visitors
GET/reports/chats/queued_visitors/waiting_times
GET/reports/availability
GET/reports/chats/chatting_time
GET/reports/chats/first_response_time
GET/reports/chats/response_time
GET/reports/chats/goals
GET/reports/chats/greetings
GET/reports/tickets/new_tickets
GET/reports/tickets/first_response_time
GET/reports/tickets/solved_tickets
GET/reports/tickets/resolution_time
GET/reports/tickets/ticket_sources
GET/reports/tickets/ratings
GET/reports/tickets/ratings/ranking
GET/v3/reports/chats/agents_chatting_duration

Total chats

Shows how many chats occurred during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/total_chats
Copied!
curl "https://api.livechatinc.com/reports/chats/total_chats?\
date_from=2013-01-29&\
date_to=2013-01-29&\
agent=john.doe@mycompany.com&\
group_by=hour" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "00:00": {
    "chats": 18
  },
  "01:00": {
    "chats": 19
  },
    "02:00": {
    "chats": 6
  },
    "03:00": {
      "chats": 15
  },
  "04:00": {
    "chats": 10
  },
  "05:00": {
    "chats": 14
  },
  "06:00": {
    "chats": 11
  },
  //(...)
  "21:00": {
    "chats": 0
  },
  "22:00": {
    "chats": 0
  },
  "23:00": {
    "chats": 2
  }
}

Chat engagement

This report shows you where you get your chats from. They can come from i.e. automatic invitations, manual invitations or the visitors can start the chats by themselves.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/engagement
Copied!
curl "https://api.livechatinc.com/reports/chats/engagement?\
date_from=2013-01-28&\
date_to=2013-01-29&\
agent=john.doe@mycompany.com&\
tag[]=sales&\
group_by=hour" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01-28":{
    "chats_from_auto_invite":1,
    "chats_from_immediate_start":0,
    "chats_from_manual_invite":3
  },
  "2013-01-29":{
    "chats_from_auto_invite":0,
    "chats_from_immediate_start":2,
    "chats_from_manual_invite":0
  }
}

Missed chats

This report shows you the number of chats with no messages sent by agents (except the first welcome message that always occur in conversations).

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groups[]group ID, not set by default, returns statistics for the specified group
agents[]agent's login, not set by default, returns statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]returns statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/not_replied_chats
Copied!
curl "https://api.livechatinc.com/reports/chats/not_replied_chats?\
date_from=2020-01-11&\
date_to=2020-01-17&\
agent=john.doe@mycompany.com&\
group_by=day" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
    "2020-01-11": {
        "not_replied": 33
    },
    "2020-01-12": {
        "not_replied": 21
    },
    "2020-01-13": {
        "not_replied": 12
    },
    "2020-01-14": {
        "not_replied": 37
    },
    "2020-01-15": {
        "not_replied": 34
    },
    "2020-01-16": {
        "not_replied": 36
    },
    "2020-01-17": {
        "not_replied": 31
    }
}

Chat ratings report

Shows how many chats have been rated and how they have been rated during a specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/ratings
Copied!
curl "https://api.livechatinc.com/reports/chats/ratings?\
group=2&\
date_from=2012-01-29&\
date_to=2013-01-29&\
group_by=month" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2012-01": {
    "begin": "2012-01-29",
    "end": "2012-01-31",
    "bad": 0,
    "good": 6,
    "chats": 37
  },
  "2012-02": {
    "begin": "2012-02-01",
    "end": "2012-02-29",
    "bad": 4,
    "good": 38,
    "chats": 320
  },
  "2012-03": {
    "begin": "2012-03-01",
    "end": "2012-03-31",
    "bad": 0,
    "good": 16,
    "chats": 186
  },
  //(...)
  "2012-11": {
    "begin": "2012-11-01",
    "end": "2012-11-30",
    "bad": 20,
    "good": 49,
    "chats": 389
  }
}

Chat Ranking

Shows the ratio of good to bad ratings for each operator.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
groupid of the group, not set by default, returns statistics for the specified group
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/ratings/ranking
Copied!
curl "https://api.livechatinc.com/reports/chats/ratings/ranking" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "ranking": [
    {
      "good": 2502,
      "bad": 426,
      "total": 2928,
      "score": 0.8361489669658251,
      "name": "john.doe@mycompany.com"
    },
    {
      "good": 2164,
      "bad": 443,
      "total": 2607,
      "score": 0.8094273999034496,
      "name": "jane.doe@mycompany.com"
    },
    {
      "good": 1070,
      "bad": 215,
      "total": 1285,
      "score": 0.8029689181922964,
      "name": "jenny.doe@mycompany.com"
    }
  ]
}

Queued visitors

Shows how many visitors waited in the queue and how many left the queue or proceeded to chats.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
GET https://api.livechatinc.com/reports/chats/queued_visitors
Copied!
curl "https://api.livechatinc.com/reports/chats/queued_visitors?\
date_from=2013-01-29&\
group=2" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01-29": {
    "queued": {
      "count": 6,
    },
    "left_queue": {
      "count": 3,
    },
    "entered_chat": {
      "count": 3,
    }
  },
  "2013-01-30": {
    "queued": {
      "count": 2,
    },
    "left_queue": {
      "count": 0
    },
    "entered_chat": {
      "count": 2,
    }
  }
}

Queue waiting times

Shows the Minimum, Average and Maximum waiting time.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
GET https://api.livechatinc.com/reports/chats/queued_visitors/waiting_times
Copied!
curl "https://api.livechatinc.com/reports/chats/queued_visitors/waiting_times?\
date_from=2013-01-29&\
group=2" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01-29":{
    "queued":{
      "count": 1,
      "min":{
        "seconds":0
      },
      "max":{
        "seconds":112
      },
      "average":{
        "seconds":24
      }
    },
    "left_queue":{
      "count": 3,
      "min":{
        "seconds":33
      },
      "max":{
        "seconds":56
      },
      "average":{
        "seconds":44
      }
    },
    "entered_chat":{
      "count": 2,
      "min":{
        "seconds":10
      },
      "max":{
        "seconds":112
      },
      "average":{
        "seconds":23
      }
    }
  }
}

Availability

Shows how long an agent (or a group or the whole account) was available for chatting during a specified period. When querying for one day, the results are shown in minutes per every hour, otherwise in hours for each day.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
GET https://api.livechatinc.com/reports/availability
Copied!
curl "https://api.livechatinc.com/reports/availability?\
date_from=2013-01-25&\
date_to=2013-01-30&\
agent=john.doe@mycompany.com&\
group_by=day"\
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01-25": {
    "hours": 0
  },
  "2013-01-26": {
    "hours": 0
  },
  "2013-01-27": {
    "hours": 0.01
  },
  "2013-01-28": {
    "hours": 7.85
  },
  "2013-01-29": {
    "hours": 7.99
  },
  "2013-01-30": {
    "hours": 2.28
  }
}

Chatting time

Shows how much time an agent (or a group) spent on chatting during a specified period. When querying for one day, the results are shown in minutes per every hour, otherwise in hours for each day.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, returns statistics for the specified agent
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/chatting_time
Copied!
curl "https://api.livechatinc.com/reports/chats/chatting_time?\
date_from=2013-01-25&\
date_to=2013-01-30&\
group=1" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01-25": {
    "hours": 8.17
  },
  "2013-01-26": {
    "hours": 9.2
  },
  "2013-01-27": {
    "hours": 5.3
  },
  "2013-01-28": {
    "hours": 7.16
  },
  "2013-01-29": {
    "hours": 10.71
  },
  "2013-01-30": {
    "hours": 6.51
  }
}

Chats first response time

The average amount of time it takes the agents to respond to a new chat over a specified period of time.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag

The following parameters are returned for each date:

  • count – the number of chat first responses during the specified period.
  • seconds – the average first response time.
GET https://api.livechatinc.com/reports/chats/first_response_time
Copied!
curl "https://api.livechatinc.com/reports/chats/first_response_time?\
date_from=2014-01-10&\
date_to=2014-01-20&\
agent=john.doe@mycompany.com" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "first_response_time": {
      "count": 5,
      "seconds": 0.83
    }
  },
  "2014-01-11": {
    "first_response_time": {
      "count": 1,
      "seconds": 1.3
    }
  },
  //(...)
  "2014-01-20": {
    "first_response_time":{
      "count": 0,
      "seconds": null
    }
  }
}

Chats response time

The average amount of time it takes the agents to respond to a new message in a chat during a specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
groupid of the group, not set by default, returns statistics for the specified group
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag

The following parameters are returned for each date:

  • count – the number of chat responses during the specified period.
  • seconds – the average response time
GET https://api.livechatinc.com/reports/chats/response_time
Copied!
curl "https://api.livechatinc.com/reports/chats/response_time?\
date_from=2014-01-10&\
date_to=2014-01-20&\
agent=john.doe@mycompany.com" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "avg_response_time": {
      "count": 5,
      "seconds": 0.83
    }
  },
  "2014-01-11": {
    "avg_response_time": {
      "count": 1,
      "seconds": 1.3
    }
  },
  //(...)
  "2014-01-20": {
    "avg_response_time":{
      "count": 0,
      "seconds": null
    }
  }
}

Number of simultaneous chats

This request shows the maximum number of concurrent chats that happened at the same hour on a particular day.

Required arguments

ArgumentDescription
weekdayyou can select the day by changing the weekday parameter to one of the following values: mon for Monday, tue for Tuesday, wed for Wednesday, thu for Thursday, fri for Friday, sat for saturday and sun for Sunday
GET https://api.livechatinc.com/reports/chats/agents_occupancy
Copied!
curl "https://api.livechatinc.com/reports/chats/agents_occupancy?\
weekday=mon" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
    "2015-03-16 00:00": 0,
    "2015-03-16 01:00": 0,
    "2015-03-16 02:00": 0,
    "2015-03-16 03:00": 0,
    "2015-03-16 04:00": 0,
    "2015-03-16 05:00": 0,
    "2015-03-16 06:00": 0,
    "2015-03-16 07:00": 0,
    "2015-03-16 08:00": 0,
    "2015-03-16 09:00": 13,
    "2015-03-16 10:00": 17,
    "2015-03-16 11:00": 20,
    "2015-03-16 12:00": 20,
    "2015-03-16 13:00": 16,
    "2015-03-16 14:00": 16,
    "...": "...",
    "2015-03-23 00:00": 0,
    "2015-03-23 01:00": 0,
    "2015-03-23 02:00": 0,
    "2015-03-23 03:00": 0,
    "2015-03-23 04:00": 0,
    ...
    "2015-04-06 23:00": 0
}

Goals

Shows the number of reached goals and value of tracked sales.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
goalid of the goal, not set by default
agentagent's login, not set by default, return statistics for the specified agent
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
sales_trackerif 1 returns only tracked sales, if 0(default) returns only goals
currencycurrency of tracked sales
GET https://api.livechatinc.com/reports/chats/goals
Copied!
curl "https://api.livechatinc.com/reports/chats/goals?\
date_from=2013-01-01&\
goal=71&group_by=month" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2013-01": {
    "begin": "2013-01-01",
    "end": "2013-01-30",
    "goals": 4,
    "value": {
      "USD": {
        "sales_count": 1,
        "value": 100
      },
      "EUR": {
        "sales_count": 1,
        "value": 49.5
      }
    }
  }
}

Greetings

Returns the “greetings to chats to goals” conversion rates report.

displayed is the number of displayed greetings. accepted tells you how many chats resulted from these greetings. goals tells you how many goals resulted from these greetings.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
goalid of the goal, not set by default
greetingid of the greeting, not set by default, returns statistics for the specified greeting
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/chats/greetings
Copied!
curl "https://api.livechatinc.com/reports/chats/greetings?\
date_from=2014-01-13&\
date_to=2014-02-14&\
group_by=month" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01": {
    "begin": "2014-01-13",
    "end": "2014-01-31",
    "displayed": 274,
    "accepted": 190,
    "goals": 40
  },
  "2014-02": {
  "begin": "2014-02-01",
    "end": "2014-02-14",
    "displayed": 146,
    "accepted": 88,
    "goals": 22
  }
}

New tickets

Shows the number of the tickets created during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/tickets/new_tickets
Copied!
curl "https://api.livechatinc.com/reports/tickets/new_tickets?\
date_from=2013-01-29&\
date_to=2013-01-29&\
group_by=hour" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "00:00": {
    "new_tickets": 5
  },
  "01:00": {
    "new_tickets": 1
  },
  //(...)
  "23:00": {
    "new_tickets": 21
  }
}

Tickets first response time

Shows the time of the first response to the tickets that were responded to for the first time during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
agentagent's login, not set by default, return statistics for the specified agent
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag

The following parameters are returned for each date:

  • count – the number of tickets that were responded to for the first time that day.
  • hours – average first response time of the tickets. For example, "hours": 0.83 means an average first response time of 49mins 48sec.
GET https://api.livechatinc.com/reports/tickets/first_response_time
Copied!
curl "https://api.livechatinc.com/reports/tickets/first_response_time?\
date_from=2014-01-10&\
date_to=2014-01-20&\
agent=john.doe@mycompany.com" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "count": 5,
    "hours": 0.83
  },
  "2014-01-11": {
    "count": 1,
    "hours": 1.3
  },
  //(...)
  "2014-01-20": {
    "count": 0,
    "hours": null
  }
}

Solved tickets

Shows the number of the tickets solved during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
agentagent's login, not set by default, return statistics for the specified agent
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/tickets/solved_tickets
Copied!
curl "https://api.livechatinc.com/reports/tickets/solved_tickets?\
date_from=2014-01-10&\
date_to=2014-01-20" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "solved_tickets": 4
  },
  "2014-01-11": {
    "solved_tickets": 12
  },
  //(...)
  "2014-01-20": {
    "solved_tickets": 4
  }
}

Tickets resolution time

Shows the resolution time of the tickets that were solved during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
agentagent's login, not set by default, return statistics for the specified agent
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag

Two parameters are returned:

  • count – the number of tickets that were responded to for the first time that day.
  • hours – the average first response time of the tickets. For example, "hours": 0.83 means an average first response time of 49mins 48sec.
GET https://api.livechatinc.com/reports/tickets/resolution_time
Copied!
curl "https://api.livechatinc.com/reports/tickets/resolution_time?\
date_from=2014-01-10&\
date_to=2014-01-20" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "count": 3,
    "hours": 16.27
  },
  "2014-01-11": {
    "count": 0,
    "hours": null
  },
  //(...)
  "2014-01-20": {
    "count": 2,
    "hours": 1.8
  }
}

Ticket sources

Shows the distribution of the tickets between various channels.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag

The following parameters are returned for each date:

  • tickets_from_chat_window – the number of tickets created by the visitor via the ticket form,
  • tickets_from_mail – the number of tickets created by sending an email to your support email tied to LiveChat,
  • tickets_from_chat – the number of tickets created by the agents during a chat.
GET https://api.livechatinc.com/reports/tickets/ticket_sources
Copied!
curl "https://api.livechatinc.com/reports/tickets/ticket_sources?\
date_from=2014-01-10&\
date_to=2014-01-20" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2014-01-10": {
    "tickets_from_chat_window": 4,
    "tickets_from_mail": 12,
    "tickets_from_chat": 2
  },
  "2014-01-11": {
    "tickets_from_chat_window": 7,
    "tickets_from_mail": 8,
    "tickets_from_chat": 6
  },
  //(...)
  "2014-01-20": {
    "tickets_from_chat_window": 0,
    "tickets_from_mail": 16,
    "tickets_from_chat": 1
  }
}

Ticket ratings report

Shows the tickets that were rated during the specified period.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
timezonetimezone in the TZ format (e.g. America/Phoenix)
agentagent's login, not set by default, return statistics for the specified agent
groupid of the group, not set by default, returns statistics for the specified group
group_bydefaults to day (or hour when date_from equals date_to), can be set to month, hour or day
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/tickets/ratings
Copied!
curl "https://api.livechatinc.com/reports/tickets/ratings?\
group=2&\
date_from=2012-01-29&\
date_to=2013-01-29&\
group_by=month" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "2012-01": {
    "begin": "2012-01-29",
    "end": "2012-01-31",
    "bad": 0,
    "good": 6
  },
  "2012-02": {
    "begin": "2012-02-01",
    "end": "2012-02-29",
    "bad": 4,
    "good": 38
  },
  "2012-03": {
    "begin": "2012-03-01",
    "end": "2012-03-31",
    "bad": 0,
    "good": 16
  },
  //(...)
  "2012-11": {
    "begin": "2012-11-01",
    "end": "2012-11-30",
    "bad": 20,
    "good": 49
  },
  "2012-12": {
    "begin": "2012-12-01",
    "end": "2012-12-31",
    "bad": 22,
    "good": 35
  },
  "2013-01": {
    "begin": "2013-01-01",
    "end": "2013-01-29",
    "bad": 18,
    "good": 51
  }
}

Ticket Ranking

Shows the ratio of good to bad ratings for each operator.

Optional arguments

ArgumentDescription
date_fromYYYY-MM-DD, defaults to the beginning of time
date_toYYYY-MM-DD, defaults to today
groupid of the group, not set by default, returns statistics for the specified group
tag[]return statistics for the specified tag
GET https://api.livechatinc.com/reports/tickets/ratings/ranking
Copied!
curl "https://api.livechatinc.com/reports/tickets/ratings/ranking" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb \
  -H X-API-Version:2
Response
Copied!
{
  "ranking": [
    {
      "good": 2502,
      "bad": 426,
      "total": 2928,
      "score": 0.8361489669658251,
      "name": "john.doe@mycompany.com"
    },
    {
      "good": 2164,
      "bad": 443,
      "total": 2607,
      "score": 0.8094273999034496,
      "name": "jane.doe@mycompany.com"
    },
    {
      "good": 1070,
      "bad": 215,
      "total": 1285,
      "score": 0.8029689181922964,
      "name": "jenny.doe@mycompany.com"
    }
  ]
}

Agents Chatting Duration

Shows the average chatting duration of agents within a license.

Arguments

ArgumentRequiredDescription
toyesdate in the RFC3339 format
fromyesdate in the RFC3339 format
agentsnoagent emails separated by a comma; if not specified, returns the data for all agents within the license
groupsnogroup IDs separated by a comma
tagsnonames of tags separated by a comma
customer_client_idsnoclient IDs separated by a comma
distributionnopossible values: hour, day, month; defaults to day
taggednopossible values: true, 1, false, 0

The following parameters are returned:

  • total - the total number of chats in the specified date range
  • records - contains distribution objects, for example, day
  • records.day.count - the total number of chats agents had that day
  • records.day.seconds - the average chat duration agents had that day
GET https://api.livechatinc.com/v3/reports/chats/agents_chatting_duration
Copied!
curl "https://api.livechatinc.com/v3/reports/chats/agents_chatting_duration?from=2020-09-01T00:00:00%2B02:00&to=2020-09-14T23:59:59%2B02:00" \
  -u john.doe@mycompany.com:c14b85863755158d7aa5cc4ba17f61cb
Response
Copied!
{
  "total": 79,
  "records": {
    "2020-09-01": {},
    "2020-09-02": {},
    "2020-09-03": {},
    "2020-09-04": {},
    "2020-09-05": {
      "count": 67,
      "seconds": 875
    },
    "2020-09-06": {},
    "2020-09-07": {},
    "2020-09-08": {},
    "2020-09-09": {},
    "2020-09-10": {},
    "2020-09-11": {
      "count": 11,
      "seconds": 1337
    },
    "2020-09-12": {},
    "2020-09-13": {},
    "2020-09-14": {
      "count": 1,
      "seconds": 178
    }
  }
}