This method tracks human agent time spent on each segment (from the moment of assignment to the moment the conversation was closed or transferred).

Request

Method URL
GET https://{domain}/api/account/{accountID}/agent-segments?source={source}

Request Query Parameters

Name Description Type Required? Default Notes
source Used to describe the originator of the call. The source name should be unique for every project/process string Required   Source name should not exceed 20 characters. regex: ^[a-zA-Z0-9_]+$ Example: LP_AgentUI
limit The maximum amount of agent segments that can be retrieved long Optional 100 Max value: 500
offset The offset specifies from which records to retrieve the data long Optional 0  
sort The order of the results string Optional Segment date (desc) Valid values : Date,Conversation,Agent,Employee,Skill,Group
from Query start date. This parameter indicates what is the earliest time to pull records from (earliest segment close time). [RFC 3339 date-time string Optional 24h No more than 1 month in the past
fromMillis Query start date (same as above) in Epoch time format long - Epoch time in milliseconds Optional   If provided, “from” element should not be provided
to Query end date. This parameter indicates what is the latest time to pull records (latest segment close time). [RFC 3339 date-time string Optional   Maximum 1 week timeframe in a single request
toMillis Query end date (same as above) in Epoch time format long - Epoch time in milliseconds Optional   If provided, “to” element should not be provided
ConversationId Retrieves only segments for the specific conv id string Optional 50  
AgentId Retrieves only segments for the specific Agent id string Optional    
EmployeeId Retrieves only segments for the specific employee id string Optional 0 Value must be configured in the system by the brand
SkillId Retrieves only segments for the specific skill id string Optional    
GroupId Retrieves only segments for the specific group id string Optional    

Response

Property Name Description Type Notes
timeframe   object  
startTime The start of the requested time frame RFC 3339 date-time string  
startTimeL Same as above in epoch time long - Epoch time in milliseconds  
endTime The end of the requested time frame RFC 3339 date-time string  
endTimeL Same as above in epoch time long - Epoch time in milliseconds  
segment   container  
segmentId Segment’s unique identifier string  
startTime The start of the segment RFC 3339 date-time string  
startTimeL Same as above in epoch time long - Epoch time in milliseconds  
endTime The end of the segment RFC 3339 date-time string  
endTimeL Same as above in epoch time long - Epoch time in milliseconds  
conversationId Conversation's unique identifier string  
agentId Agent’s unique identifier long  
employeeId Employee’s unique identifier string This is the brand id and should be configured in the system
skillId Skill’s unique identifier long  
groupId Agent group unique identifier long  
EndReason Segment’s close reason string Possible values:closedByConsumer, closedByAgent, closedBySystem,agentTransfer, skillTransfer, backToQueue, other
totalHandleTimeMillis Total handle time of the segment long  
pagination Contains pagination data for the API results object  
count The total number of results for the query number  
references An array of links to the pages in the response Array  
rel The name of the link. This is based on the “offset” and “limit” elements numeric Possible values: self - the link to the same page in the query,next - link to the next page of results,previous - link to the previous page of results,first - link to the first page of the query results,last - link to the last page of the query results
href The specific link for each one of the above values string The values: self, first, and last will always be returned whereas the others will be returned if there is more than 1 page in the response

Response Example

  {
  "timeframe": {
    "startTime": "2022-05-13T00:00:00+03:00",
    "endTime": "2022-05-13T02:00:00+03:00",
    "startTimeL": 1652389200000,
    "endTimeL": 1652396400000
  },
  "segments": [
    {
      "segmentId": "111111:1224046030:f468270d-1230-4bac-9a83-aa206c1004bb:Skq5195qSmesd4ZBANzBaA",
      "startTimeL": 1652371219517,
      "endTimeL": 1652391099022,
      "conversationId": "fdcc34c7-50f6-4e08-2867-c4713953edd2",
      "agentId": 123456,
      "employeeId": "abcd123",
      "skillId": 146473456,
      "groupId": 23567815,
      "endReason": "backToQueue",
      "totalHandleTimeMillis": 7248915,
      "endTime": "2022-05-12T21:31:39.022Z",
      "startTime": "2022-05-12T16:00:19.517Z"
    },
    {
      "segmentId": "11111:2549453330:3c54b06d-38a4-4bc5-ac94-2845f32a4ce4:6ybyfqo5TqCgXp8NLDYHCQ",
      "startTimeL": 1652372832522,
      "endTimeL": 1652393622225,
      "conversationId": "112xe465-frfd-4da2-b2a1-9ad35f79e193",
      "agentId": 987654,
      "employeeId": "gfbr124",
      "skillId": 146473456,
      "groupId": 23567815,
      "endReason": "backToQueue",
      "totalHandleTimeMillis": 8821365,
      "endTime": "2022-05-12T22:13:42.225Z",
      "startTime": "2022-05-12T16:27:12.522Z"
    }
  ],
  "pagination": {
    "count": 10569,
    "references": [
      {
        "rel": "self",
        "href": "http://[domain].liveperson.net/api/account/11111/agent-segments?from=2022-05-13T00:00+03:00&to=2022-05-13T02:00+03:00&offset=0&limit=2&source=postman&sortType=DATE"
      },
      {
        "rel": "next",
        "href": "http://[domain].liveperson.net/api/account/11111/agent-segments?from=2022-05-13T00:00+03:00&to=2022-05-13T02:00+03:00&offset=2&limit=2&source=postman&sortType=DATE"
      },
      {
        "rel": "last",
        "href": "http://[domain].liveperson.net/api/account/11111/agent-segments?from=2022-05-13T00:00+03:00&to=2022-05-13T02:00+03:00&offset=10568&limit=1&source=postman&sortType=DATE"
      },
      {
        "rel": "first",
        "href": "http://[domain].liveperson.net/api/account/11111/agent-segments?from=2022-05-13T00:00+03:00&to=2022-05-13T02:00+03:00&offset=0&limit=2&source=postman&sortType=DATE"
      }
    ]
  }
}

Error Codes

See Error Codes