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.

Available paths

Methods	Path
`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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone 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_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`group`	id 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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
      }
    }
  }
}

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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent'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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent'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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`group`	id of the group, not set by default, returns statistics for the specified group
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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

Argument	Description
`weekday`	you 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`goal`	id of the goal, not set by default
`agent`	agent's login, not set by default, return statistics for the specified agent
`group_by`	defaults 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_tracker`	if `1` returns only tracked sales, if `0`(default) returns only goals
`currency`	currency 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`goal`	id of the goal, not set by default
`greeting`	`id` of the greeting, not set by default, returns statistics for the specified greeting
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

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{
  "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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`agent`	agent's login, not set by default, return statistics for the specified agent
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`agent`	agent's login, not set by default, return statistics for the specified agent
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`agent`	agent's login, not set by default, return statistics for the specified agent
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`timezone`	timezone in the TZ format (e.g. America/Phoenix)
`agent`	agent's login, not set by default, return statistics for the specified agent
`group`	id of the group, not set by default, returns statistics for the specified group
`group_by`	defaults 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

Argument	Description
`date_from`	`YYYY-MM-DD`, defaults to `the beginning of time`
`date_to`	`YYYY-MM-DD`, defaults to `today`
`group`	id 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

Argument	Required	Description
`to`	yes	date in the RFC3339 format
`from`	yes	date in the RFC3339 format
`agents`	no	agent emails separated by a comma; if not specified, returns the data for all agents within the license
`groups`	no	group IDs separated by a comma
`tags`	no	names of tags separated by a comma
`customer_client_ids`	no	client IDs separated by a comma
`distribution`	no	possible values: `hour`, `day`, `month`; defaults to `day`
`tagged`	no	possible 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
    }
  }
}

Reports API.css-n33kgz{margin-top:8px;}.css-n33kgz > label{margin:6px 10px 5px 0;}

.css-1plb8kr{color:inherit;-webkit-text-decoration:none;text-decoration:none;position:relative;}.css-1plb8kr:hover{color:inherit;-webkit-text-decoration:none;text-decoration:none;}.css-1plb8kr:hover:before{content:"#";position:absolute;font-weight:300;left:-1em;top:1px;opacity:0.3;}Introduction

Reports API

Introduction