Agent Activity retrieves the agent’s session data in .zip format files. The agent’s activity data is a list of sessions which occur from the agent’s login time to the agent’s logout time. This data is used to analyze agent efficiency and availability. Each session includes the agent’s information, such as login name, nickname, status changes, number of concurrent chats, etc.

Request

Method URL
GET https://<domain>/data_access_le/account/{accountID}/le/agentActivity?startTime=<startTime>&endTime=<endTime>

URL Parameters

Required:

Parameter Description Type / Value
startTime Start time in milliseconds, refers to the start time boundary of the range the files were generated. Should be used as an incremental timestamp. numeric
endTime End time in milliseconds, refers to the end time boundary of the range the files were generated. Should be used as an incremental timestamp. numeric

Response

JSON Example

Request for account 75555851:

    {
     "dataAccessFiles": {
       "@id": "28045150",
       "link": {
         "@href":
    "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity",
         "@rel": "self"
       },
       "file": [
         {
           "@name": "Agent.1461387600000.1461391200000.part-00001-0",
           "@scopeStartDate": "2016-04-23T01:00:00-04:00",
           "@scopeEndDate": "2016-04-23T02:00:00-04:00",
           "@href": "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity/Agent.1461387600000.1461391200000.part-00001-0.gz"
         },
         {
           "@name": "Agent.1461391200000.1461394800000.part-00001-0",
           "@scopeStartDate": "2016-04-23T02:00:00-04:00",
           "@scopeEndDate": "2016-04-23T03:00:00-04:00",
           "@href": "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity/Agent.1461391200000.1461394800000.part-00001-0.gz"
         },
         {
           "@name": "Agent.1461394800000.1461398400000.part-00001-0",
           "@scopeStartDate": "2016-04-23T03:00:00-04:00",
           "@scopeEndDate": "2016-04-23T04:00:00-04:00",
           "@href": "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity/Agent.1461394800000.1461398400000.part-00001-0.gz"
         },
         {
           "@name": "Agent.1461398400000.1461402000000.part-00000-0",
           "@scopeStartDate": "2016-04-23T04:00:00-04:00",
           "@scopeEndDate": "2016-04-23T05:00:00-04:00",
           "@href": "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity/Agent.1461398400000.1461402000000.part-00000-0.gz"
         },
         {
           "@name": "Agent.1461402000000.1461405600000.part-00000-0",
           "@scopeStartDate": "2016-04-23T05:00:00-04:00",
           "@scopeEndDate": "2016-04-23T06:00:00-04:00",
           "@href": "https://va-a.da.liveperson.net/data_access_le/account/28045150/le/agentActivity/Agent.1461402000000.1461405600000.part-00000-0"
         }
       ]
     }
    }

Elements in the Response

Parameter Description Type / Value
id LivePerson account number. string
file List of files. array container
name Name of file. string
scopeStartDate Start time of the automated process that generates the file. ISO standard
scopeEndDate End time of the automated process that generates the file. ISO standard
href URI to retrieve the file. string

Data Structure

JSON Example

    {
       "dataType": {
           "com.liveperson.dataaccess.DataTypeEnum": "AgentActivity"
       },
       "metaData": {
           "accountId": {
               "string": "75555851"
           },
           "schemaVersion": "1.0.0.4",
           "startTime": {
               "long": 1465992202047
           },
           "endTime": null
       },
       "recordCollection": [
           {
               "body": {
                   "com.liveperson.dataaccess.AgentActivityData": {
                       "header": {
                           "com.liveperson.dataaccess.AgentHeader": {
                               "agentSessionId": {
                                   "string": "75555851-684867733"
                               }
                           }
                       },
                       "agentSessionsData": {
                           "array": [
                               {
                                   "agentID": {
                                       "long": 9
                                   },
                                   "type": {
                                       "long": 3
                                   },
                                   "state": {
                                       "long": 0
                                   },
                                   "timestamp": {
                                       "long": 1465992202047
                                   },
                                   "prevState": {
                                       "long": 1
                                   },
                                   "agentEmployeeId": {
                                       "string": ""
                                   },
                                   "agentUsername": {
                                       "string": "CRAgent"
                                   },
                                   "agentNickname": {
                                       "string": "CRAgent"
                                   },
                                   "agentLoginname": {
                                       "string": "CRAgent@liveperson.com"
                                   },
                                   "prevConcurrentEng": {
                                       "long": 0
                                   },
                                   "concurrentEng": {
                                       "long": 0
                                   },
                                   "maxConcurrentEng": {
                                       "long": -9
                                   },
                                   "agentGroupID": {
                                       "long": -1
                                   }
                               }
                           ]
                       }
                   }
               }
           }
       ]
    }
    {
       "dataType": {
           "com.liveperson.dataaccess.DataTypeEnum": "AgentActivity"
       },
       "metaData": {
           "accountId": {
               "string": "75555851"
           },
           "schemaVersion": "1.0.0.4",
           "startTime": {
               "long": 1465992202047
           },
           "endTime": null
       },
       "recordCollection": [
           {
               "body": {
                   "com.liveperson.dataaccess.AgentActivityData": {
                       "header": {
                           "com.liveperson.dataaccess.AgentHeader": {
                               "agentSessionId": {
                                   "string": "75555851-684867733"
                               }
                           }
                       },
                       "agentSessionsData": {
                           "array": [
                               {
                                   "agentID": {
                                       "long": 9
                                   },
                                   "type": {
                                       "long": 3
                                   },
                                   "state": {
                                       "long": 0
                                   },
                                   "timestamp": {
                                       "long": 1465992202047
                                   },
                                   "prevState": {
                                       "long": 1
                                   },
                                   "agentEmployeeId": {
                                       "string": ""
                                   },
                                   "agentUsername": {
                                       "string": "CRAgent"
                                   },
                                   "agentNickname": {
                                       "string": "CRAgent"
                                   },
                                   "agentLoginname": {
                                       "string": "CRAgent@liveperson.com"
                                   },
                                   "prevConcurrentEng": {
                                       "long": 0
                                   },
                                   "concurrentEng": {
                                       "long": 0
                                   },
                                   "maxConcurrentEng": {
                                       "long": -9
                                   },
                                   "agentGroupID": {
                                       "long": -1
                                   }
                               }
                           ]
                       }
                   }
               }
           }
       ]
    }

The following table describes the information that is available in the agent activity data:

Header

Parameter Description Type / Value
agentSessionId ID of the agent’s session. string

Response Body

Parameter Description Type / Value
agentID Unique agent identifier. long
type Type of event generated the session, can be one of the following:
-1 - Unknown,
1 - Chat,
3- Login,
4 – Logout.
long
state Agent’s status, can be one of the following:
-1 - Unknown,
0 - Irrelevant,
1 - Offline,
2 - Online,
3 - Back Soon,
4 – Away.
long
timestamp Time for the state change in UTC. long
prevState The previous agent’s status, can be one of the following:
-1 - Unknown,
0 - Irrelevant,
1 - Offline,
2 - Online,
3 - Back Soon,
4 – Away.
long
agentEmployeeId Agent’s employee ID. long
agentUserName Agent’s user name. string
agentNickName Agent’s nickname. string
agentLoginName Agent’s login name. string
prevConcurrentEng How many chats were handled concurrently prior to state change. long
concurrentEng How many chats were handled concurrently at the time of state change. long
maxConcurrentEng The maximum amount of chats the agent can take at one time. In cases of agent login / logout the value is -9. long
agentGroupID Agent group’s ID. long