Engagement retrieves all engagement data in .zip format files. The engagement data consists of information about the different engagements the visitor was involved with. This includes conversation metadata (start/end time, start/end reason etc.), transcript, MCS, transfer information, and more.
Request
| Method | URL |
|---|---|
| GET | https://{domain}/data_access_le/account/{accountID}/le/engagement?startTime= |
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 start 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": "75555851",
"link": {
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement",
"@rel": "self"
},
"file": [
{
"@name": "Engagement.1467853200000.1467856800000.part-00000-0.gz",
"@scopeStartDate": "2016-07-06T21:00:00-04:00",
"@scopeEndDate": "2016-07-06T22:00:00-04:00",
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement/Engagement.1467853200000.1467856800000.part-00000-0.gz"
},
{
"@name": "Engagement.1469610000000.1469613600000.part-00000-0.gz",
"@scopeStartDate": "2016-07-27T05:00:00-04:00",
"@scopeEndDate": "2016-07-27T06:00:00-04:00",
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement/Engagement.1469610000000.1469613600000.part-00000-0.gz"
}
]
}
}
{
"dataAccessFiles": {
"@id": "75555851",
"link": {
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement",
"@rel": "self"
},
"file": [
{
"@name": "Engagement.1467853200000.1467856800000.part-00000-0.gz",
"@scopeStartDate": "2016-07-06T21:00:00-04:00",
"@scopeEndDate": "2016-07-06T22:00:00-04:00",
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement/Engagement.1467853200000.1467856800000.part-00000-0.gz"
},
{
"@name": "Engagement.1469610000000.1469613600000.part-00000-0.gz",
"@scopeStartDate": "2016-07-27T05:00:00-04:00",
"@scopeEndDate": "2016-07-27T06:00:00-04:00",
"@href": "https://va-a.da.liveperson.net/data_access_le/account/75555851/le/engagement/Engagement.1469610000000.1469613600000.part-00000-0.gz"
}
]
}
}
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": "Engagement"
},
"metaData": {
"accountId": {
"string": "75555851"
},
"schemaVersion": "1.0.0.22",
"startTime": {
"long": 1469469281856
},
"endTime": {
"long": 1469469906147
}
},
"recordCollection": [
{
"body": {
"com.liveperson.dataaccess.EngagementData": {
"header": {
"com.liveperson.dataaccess.VisitorHeader": {
"visitId": {
"string": ""
},
"visitorId": {
"string": ""
},
"contextId": {
"string": ""
}
}
},
"engagements": {
"array": [
{
"com.liveperson.dataaccess.Conversation": {
"type": {
"com.liveperson.dataaccess.ConversationType": "LIVE_CHAT"
},
"conversationId": {
"string": "755558514295264942"
},
"conversationStartTime": {
"long": 1469469281856
},
"interactionStartTime": {
"long": 1469469368565
},
"conversationEndTime": {
"long": 1469469894169
},
"consumerId": null,
"isInteractive": {
"boolean": false
},
"sourceOrigin": {
"string": "Web"
},
"sourceDevice": null,
"endReasonId": {
"int": 205
},
"campaignData": null,
"skills": {
"array": [
3
]
},
"startReasonId": {
"int": 0
},
"startPage": null,
"startUrl": null,
"transcripts": {
"array": [
{
"text": {
"string": "Welcome to LivePerson! A representative will be with you shortly."
},
"timestamp": {
"long": 1469469281857
},
"by": {
"string": "info"
},
"type": {
"string": "2"
},
"controlType": {
"string": "4"
},
"agentId": {
"string": "0"
},
"contentFormat": {
"string": "Text"
},
"messageId": {
"string": "S4uqCX7MQuWB1_Y1GjsVjQ"
},
"dialogId": null,
"fileData": null,
"linkData": null,
"mcs": null
}
]
},
"transfers": {
"array": []
},
"secureForms": {
"array": []
},
"mcs": null,
"queueStartTime": {
"long": 1469469281856
},
"queueEndTime": {
"long": 1469469368565
}
}
}
]
}
}
}
}
]
}
Header
| Parameter | Description | Type / Value |
|---|---|---|
| visitId | Unique visitor session identifier. | string |
| visitorId | Unique visitor identifier. | string |
| contextId | Context ID. | string |
The following table describes the information that is available for engagement data:
| Parameter | Description | Type / Value |
|---|---|---|
| engagements | List of conversation / content entities. | array container |
Conversation
| Parameter | Description | Type / Value |
|---|---|---|
| type | Type of conversation, can be one of the following: LIVE_CHAT, MESSAGING. | conversation Type |
| conversationId | Unique conversation identifier. | string |
| conversationStartTime | Start time of the conversation (enter queue time). | long |
| interactionStartTime | Interaction start time (connection time). | long |
| conversationEndTime | End time of the conversation. | long |
| consumerId | Unique consumer identifier. | string |
| isInteractive | Indication whether the conversation is interactive (visitor wrote a line). | boolean |
| sourceOrigin | Source of conversation. | string |
| sourceDevice | Source device of the conversation, can be one of the following: NA, DESKTOP, TABLET, MOBILE. | DeviceType |
| endReasonId | Conversation end reason ID, can be any of the following: 101 — Transfer — rep stopped chat (rep transferred chat to another rep) 106 — Transfer — Reassignment to skill (rep transferred chat to skill) 201 — Rep stopped chat 202 — Rep disconnected 205 — Visitor disconnected 208 — Visitor was no longer in chat 210 — Visitor closed chat |
int |
| campaignData | Contains information about the conversation. | container |
| agentId | Unique Identifier of the conversation’s last agent. | string |
| skillID | Unique Identifier of the conversation’s last skill. | long |
| StartReasonId | Conversation’s start reason ID, can be one of the following: 0 — visitor request, 2 — transfer, 3 — transfer failed. | int |
| startPage | The page title from which the conversation started. | string |
| startUrl | The page URL from which the conversation started. | string |
| transcripts | Transcript data of the conversation. | array[Message] |
| transfers | List of transfers in the conversations. | array[Transfer] |
| secureForms | List of secure forms in the conversation. | array[SecureForm] |
| mcs | Contains information about MCS (Meaningful Conversation Score) of the conversation. | MCS |
| queueStartTime | Time when visitor requested to start conversation. | long |
| queueEndTime | Time when visitor connected to an agent. | long |
Message
| Parameter | Description | Type / Value |
|---|---|---|
| text | The text content of the message. | string |
| timestamp | Time when the message was published. | long |
| by | The name of the entity that published the message. Name of the visitor, agent’s nickname or "info" in case it is a control message. | string |
| type | The type of message. Can be one of the following: 0-VISITOR_LINE, 1 — REP_LINE, 2 -CONTROL_LINE, 3 — REP_URL_LINE, 4 — REP_HTML_LINE, 5 — REP_COMMENT_LINE. | string |
| controlType | Type of predefined content. | string |
| agentId | The ID of the agent who published the message. | string |
| contentFormat | Message content type. Possible options: NA, TEXT_PLAIN, IMG, TEXT_HTML, LINK, HOSTED_FILE. | string |
| messageId | Unique message identifier. | string |
| dialogId | ID of the dialog within the conversation. | string |
| fileData | Contains information about file data. | Container- FileData |
| linkData | Contains information about link data. | Container — LinkData |
| mcs | Contains information about MCS of the message. | Container — MCS |
CampaignData
| Parameter | Description | Type / Value |
|---|---|---|
| campaignId | Unique campaign identifier. | long |
| campaignEngagementId | Unique campaign engagement identifier. | long |
FileData (relevant for messaging — not supported)
| Parameter | Description | Type / Value |
|---|---|---|
| caption | Optional explanatory text attached to the file | string |
| fileType | Type of file. Supported types: JPG, PNG, GIF, TXT, PDF | string |
LinkData (relevant for messaging — not supported)
| Parameter | Description | Type / Value |
|---|---|---|
| externalFileLink | File location on the web. | string |
| fileType | Type of file, supported types: JPG, PNG, GIF, TXT, PDF. | string |
| caption | Optional free text attached to the file. | string |
Transfer
| Parameter | Description | Type / Value |
|---|---|---|
| timestamp | Timestamp of the transfer. | string |
| skillId | ID of the current skill. | long |
| targetSkillId | ID of the target skill ID. | long |
| agentId | ID of the current agent. | string |
| targetAgentId | ID of the target agent ID. | string |
| agentId | The ID of the agent who published the message. | string |
| reason | Reason for the transfer. | long |
| queueStartTime | Enter queue time (in transfer). | long |
| queueEndTime | Exit queue time (in transfer). | long |