The Conversational Cloud Engagement History API includes one method, Retrieve Engagement List by Criteria.

Retrieve Engagement List by Criteria

This returns a list of engagements with all their metadata and related transcripts, based on a given filter, for example, time range, skill/s, keywords, etc.

Request

Method URL
POST https://{domain}/interaction_history/api/account/{accountID}/interactions/search?{url_parameters}

URL Parameters

Name Description Type / Value Required Notes
offset The offset from where to retrieve the chat. numeric Optional Default is 0.
limit Max chats to be received in the response. numeric Optional Default is 50. Max value is 100. The remaining chats can be obtained using pagination (using offset, in a subsequent request).
sort Sort the results in a predefined order. string Optional Example: start:des will order chats by descending value of the start time. start:asc,duration:desc will orders chat by ascending value of start time AND then by descending value of duration.
Valid values: "start", "end", "duration", "visitor", "engagementId", "interactive", "visitor", "agentId", "skillId"(multiple values are valid). Order:[asc/desc]
source Used to describe the originator of the call. The source name should be unique for every project/process within the organization. String Optional. Will be required from March 2021 The source name should not exceed 20 characters. Please follow the format of ProjectName+AppName+UseCase. Example: LP_AgentUI_History

BODY/POST Parameters

Filter is sent in the POST data with the following JSON structure.

Name Description Type / Value Required Notes
start {from, to} Chat timeframe. long - epoch time in milliseconds. Required From/to value is rounded to the last/next round 10 minutes respectively. The maximum time interval is one month. Larger intervals will be rejected. The limitation applies when searching by specific visitor ID, engagement ID.
keyword_search_area Area of keyword lookup.   Required Valid values: chatLine, surveyAnswer, surveyQuestion, visitorInfo, ea.purchase, ea.viewedProduct, ea.cartStatus, ea.serviceActivity, ea.visitorError, ea.lead, ea.customerInfo, ea.marketingCampaignInfo, ea.personalInfo, mcs
skillIds An array of skill IDs represented as numbers. Array<skillID> Optional  
agentIds An array of agent IDs represented as numbers. Array<agentID> Optional  
agentGroupIds An array of agent group IDs represented as numbers. Array<agentGroupID> optional  
duration {from, to} Range of engagement length in seconds. numeric, numeric Optional If passed, then from and to are both mandatory.
interactive True or false. Boolean Optional Only interactive=true is supported
keyword Keyword or phrases to search in the selected areas. alphanumeric Optional In order to search for a phrase, wrap the phrase with quotation marks. Multiple phrases are not supported.
visitor Visitor ID. alphanumeric Optional When used, all time limitations are ignored.
channel Engagement channel ID. Integer representing one of the following options: UNKNOWN(-1)WEB(1), VOICE(2); Optional  
engagementId Engagement ID. numeric Optional When used, all time limitations are ignored. The format should be the account id + chat id (same as the engagementId returned in the response).
alertedMcsValues Alerted MCS of the chat. Array <alertedMCS> Optional Valid values: "-1", "0", "1"
chatMCS {from,to} Range of Meaningful Conversation Score in a particular chat (including the boundaries). numeric, numeric Optional Either “from” or “to” fields are mandatory. In case one of the fields is missing, its value will be set to the minimal or maximal possible values of MCS, respectively.
hasInteractiveCoBrowse Indication whether an interactive CoBrowse session occurred during the chat Boolean Optional  
coBrowseDuration {from,to} Range of CoBrowse session duration in seconds numeric, numeric Optional If passed, then from and to are both mandatory.
lineContentTypes The type of the chat line Array <String> Optional Valid values: RICH_CONTENT
predictionLabel An array of prediction labels. Array <String> Optional In order to search for a specific phrase, wrap the phrase in quotation marks.

Elements in the Response

Metadata info

Name Description Type / Value Notes
_metadata Metadata about the whole response. container  
rel Name of a link to be used in the next request. alphanumeric (256)  
href A specific link to be used in the next request. alphanumeric (256)  
count Number of sessions for the current query/filter. numeric  

Interaction record

Name Description Type / Value Notes
info Information about a specific chat. container  
transcript Transcript data of the chat. container  
campaign Campaign data of the chat container  
lineScores Contains information about the line's score, including line raw score and aggregated score up until this line. container  
visitorInfo Conatins inforamtion about the visitor who participated in the chat container  
coBrowseSessions The CoBrowse data container  
surveys Survey data from the chat. container  
predictions Contains information about the predictions of the chat. container Available only for accounts that enabled intent analyzer.
sdes List of Engagement Attributes. container See Appendix

Interaction info

Name Description Type / Value Notes
isInteractive The chat was interactive (at least one visitor line). Boolean  
engagementId Real-time Session ID that represents the chat. alphanumeric (256) This Id is the accountID combined with the real time ID.
sharkEngagementId ID for internal use only alphanumeric (256)  
chatRequestedTime The timestamp of the visitor’s first request to chat. Also, the time that the visitor entered the queue. alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
chatRequestedTimeL The timestamp of the visitor’s first request to chat. Also, the time that the visitor entered the queue. long - numeric  
startTime Engagement start time. alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
startTimeL Engagement start time (in UTC) long - numeric  
endTime Engagement end time alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
endTimeL Engagement end time (in UTC) long - numeric  
duration Measurement of the duration of the engagement (in seconds). Amount of time the visitor is connected to an agent until the Engagement Window is closed. numeric  
visitorId Visitor ID. alphanumeric (256)  
visitorName The visitor’s name. alphanumeric  
agentId Agent ID. numeric  
agentNickName The agent’s nickname. alphanumeric (256)  
agentLoginName The agent’s login name. alphanumeric (256)  
agentFullname The agent’s full name. alphanumeric (256)  
agentDeleted Indicates whether agent was deleted. Boolean  
agentGroupId Agent group ID. numeric  
agentGroupName Name of the group the agent belongs to. alphanumeric (256)  
skillId Skill ID. numeric  
skillName The skill name. alphanumeric (256)  
isAgentSurvey Was there an agent survey in the engagement? Boolean  
isPostChatSurvey Was there a post chat survey in the engagement? Boolean  
isPreChatSurvey Was there a pre chat survey in the engagement? Boolean  
channel Engagement channel. Only chat is supported. numeric  
engagementSet Counter for split engagements within one visit session. numeric  
engagementSequence Counter for number of transferred engagements within one visit session. numeric  
startReason Code indicates the reason the chat started. numeric  
startReasonDesc Description of reason the chat started. alphanumeric  
endReason Code indicates the reason the chat ended. numeric  
endReasonDesc Description of reason the chat ended. alphanumeric  
mcs Divides the Meaningful Conversation Score into 3 groups: Positive, Neutral, Negative. This field is deprecated. Use alertedMCS instead int Values: -1, 0, 1
alertedMCS Divides the chatMCS score into 3 groups: Positive, Neutral, Negative. int Values: -1, 0, 1
chatMCS Meaningful Conversation Score of the chat. int Range: 0-100.
isChatDataEnriched Indication whether chat was enriched with final data (including sdes data). Boolean If true, the enrichment process occurred.
isPartial Indicates whether the chat’s data is partial. Boolean In case isPartial is true - use the same method with EngagementId parameter in order to retrieve the full chat data.
isEnded Indicates whether the chat has ended Boolean The API returns only ended chats.
chatStartUrl The page’s URL from which the chat started. alphanumeric  
chatStartPage The page’s title from which the chat started. alphanumeric  

Start reason

Name Description Type / Value Notes
start reason options Start reason options.   0 - Visitor request, 1 – Transfer (agent transfer), 2 - Transfer failed, 3 - ACD attempt, 4 - ACD no assignment, 5 - Operator assignment, 6 - Skill reassign (skill transfer), 7 - Rep request, 8 - A2A reassign

End reason

Name Description Type / Value Notes
End reason options End reason options.   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

Campaign info

Name Description Type / Value Notes
campaignEngagementId ID of the campaign's engagement. numeric (long)  
campaignEngagementName Name of the campaign's engagement. alphanumeric (50)  
campaignId ID of the campaign. numeric (long)  
campaignName Name of the campaign. alphanumeric (50)  
goalId ID of the campaign's goal. numeric  
goalName Name of the campaign's goal. alphanumeric (50)  
engagementAgentNote Note to the Agent specified for the campaign's engagement. alphanumeric  
visitorBehaviorId ID of the visitor behavior defined for the campaign's engagement. numeric (long)  
visitorBehaviorName Name of the visitor behavior defined for the campaign's engagement. alphanumeric (50)  
visitorProfileId ID of the visitor profile defined for the campaign. numeric  
visitorProfileName Name of the visitor profile defined for the campaign. alphanumeric (50)
lobId ID of the line of business of the campaign. alphanumeric  
lobName Name of the line of business of the campaign. alphanumeric  

Transcripts info

Name Description Type / Value Notes
lines Lines of a specific chat. container  

Line info

Name Description Type / Value Notes
time Time when the chat line took place. alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
timeL Time when the chat line took place, in long format alphanumeric long
textType Type of text. alphanumeric Valid formats: plain, html, url, rich-content
text The actual text in the chat line. alphanumeric  
json The payload of the rich-content. container Relevant for lines of textType rich-content
by Name of the visitor or the agent’s nickname. alphanumeric  
source Source of line. alphanumeric Valid values: "visitor", "agent", "system"
lineSeq Sequence of line in that chat alphanumeric  
subType Visibility of line - to all or agent only. alphanumeric Valid values: "REGULAR", ONLY_TO_REP"
cannedAnswerType Type of canned answer (Predefined Content). numeric 0: is not canned answer, positive number: canned answer's id, negative number: canned answer's id that was changed.
agentId ID of agent who sent the line. numeric In case it is not an agent line, the value is 0.

Line sentiment info

Name Description Type / Value Notes
lineSeq Sequence of line in that chat alphanumeric  
lineRawScore Score of line (for internal use only) numeric  
mcs Meaningful Conversation Score of the chat up to this line numeric  

Visitor info

Name Description Type / Value Notes
country The country indicated by the visitor’s IP address. alphanumeric  
countryCode The country code indicated by the visitor’s IP address. alphanumeric  
state The state indicated by the visitor’s IP address. alphanumeric  
city The city indicated by the visitor’s IP address. alphanumeric  
isp The internet service provider indicated by the visitor’s IP address. alphanumeric  
org The organization indicated by the visitor’s IP address. alphanumeric  
device The device the visitor used to chat. alphanumeric Valid values: "DESKTOP", "TABLET", "MOBILE", "NA"
ipAddress The visitor’s IP address. alphanumeric  
browser The browser the visitor used to chat. alphanumeric  
operatingSystem The operating system the visitor used to chat. alphanumeric Valid values: "NA", "WINDOWS", "MAC_OSX", "LINUX", "IOS", "ANDROID"
browserType The type of the browser the visitor used to chat alphanumeric Valid values: e.g CHROME or FIREFOX

CoBrowse sessions info

Name Description Type / Value Notes
coBrowseSessionsList List of CoBrowse sessions container  

CoBrowse session info

Name Description Type / Value Notes
sessionId CoBrowse session id alphanumeric  
startTime CoBrowse session start time alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
startTimeL CoBrowse session start time in milliseconds numeric  
endTime CoBrowse session end time alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
endTimeL CoBrowse session end time in milliseconds numeric  
interactiveTime The time when the CoBrowse session became interactive alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
interactiveTimeL The time when the CoBrowse session became interactive in milliseconds numeric  
endReason The reason for the session end alphanumeric Valid values: "UNKOWN", "SERVER", "VISITOR", "AGENT", "TIMEOUT"
duration The duration of the CoBrowse session in milliseconds numeric  
isInteractive Indication whether the CoBrowse session is interactive Boolean  

Prediction

Name Description Type / Value Notes
lineSeq Sequence of line in the chat that associated with the prediction. alphanumeric  
confidenceScore Prediction confidence score. numeric  
predictionId Prediction ID. alphanumeric  
predictionLabel Prediction label. alphanumeric  

Surveys info

Name Description Type / Value Notes
preChat Pre chat survey. container  
postChat Post chat survey. container  
operator Agent survey. container  

Survey info

Name Description Type / Value Notes
scope Survey scope. Support session scope only; meaning, the survey values may change per session. alphanumeric Example: The answer may change with the same visitor on different occasions.
source Survey type. alphanumerics Valid values: "pre-chat", "post-chat", "operator"
display name This survey’s questions. alphanumeric (1000)  
value The visitor’s answer to the survey question. alphanumeric (1000)  
name This survey’s name. alphanumeric (256)  
time This survey’s submitted event time. alphanumeric Format: yyyy-MM-ddThh:mm:ss.SSS+timezone
timeL This survey’s time in milliseconds. numeric  
questionId The question's id that is displayed in the survey (id is generated by the system). numeric  
surveyId The survey's id (id is generated by the system). numeric  
answersId The selected answers IDs of the survey. container 0: no answer selected, -1: non index answer and also for CALLMEAT question type, -2: Invalid answer

Request Example 1:

Simple Chat Search by time range

In the example below, we ask for chats that occurred between the 1st of June and the 30th of June 2015.

    {
      "interactive": true,
      "ended": true,
      "start": {
        "from": 1433140200000,
        "to": 1435645800000
      }
    }

Request Example 2:

Keyword Search: Chat Search by time range and keyword

In the example below, we ask for chats that occurred between the 1st of June and the 30th of June 2015, which contain the word 'iPad’ within the text available for lookup.

    {
            "interactive":true,
            "ended":true,
            "start":{
                 "from":1433140200000,"to":1435645800000
             },
       	   "keyword": "ipad",
       "keyword_search_area": {
           "types": [
               "chatLine",
               "surveyAnswer",
               "surveyQuestion",
               "ea.purchase",
               "ea.viewedProduct",
               "ea.cartStatus",
               "ea.serviceActivity",
               "ea.visitorError",
               "ea.lead",
               "ea.customerInfo",
               "ea.marketingCampaignInfo",
               "ea.personalInfo"
           ]
       }
    }

Request example 3:

In this example, we reduce the previous search, and require that the skill matches the skill IDs {14, 17, 18} that were conducted by agentID 109 or 169, where the duration was between 0 and 180 seconds, and focus only on the transcript.

    {
       "interactive": true,
       "ended": true,
       "start": {
           "from": 1437054059354,
           "to": 1437661693023
       },
       "skillIds": [
           "14",
           "17",
           "18"
       ],
       "agentIds": [
           "109",
           "169"
       ],
       "duration": {
           "from": 0,
           "to": 180
       },
       "keyword": "ipad",
    "keyword_search_area": {"types": ["chatLine" ] }
    }

Request example 4:

Chat Search by time range and MCS.

In this example, we are searching for chats that have a positive MCS.

     {
        "interactive": true,
        "ended": true,
        "start": {
            "from": 1437054059354,
            "to": 1437661693023
        },
        "keyword_search_area": {"types": ["mcs"]},"mcs": 1
    }

Response

Example:

    {
     "_metadata": {
       "count": 9870,
       "next": {
         "rel": "next",
         "href": "http://localhost:8080/interaction_history/api/account/qa84481505/interactions/search?limit=50&offset=50"
       },
       "last": {
         "rel": "last",
         "href": "http://localhost:8080/interaction_history/api/account/qa84481505/interactions/search?limit=50&offset=9850"
       },
       "self": {
         "rel": "self",
         "href": "http://localhost:8080/interaction_history/api/account/qa84481505/interactions/search?limit=50&offset=0"
       },
       "shardsStatusResult": {
         "failureShards": 0,
         "totalShards": 6,
         "partialResult": false
       }
     },
     "interactionHistoryRecords": [
       {
         "info": {
           "startTime": "2015-05-28 04:46:23.209+0000",
           "startTimeL": 1432788383209,
           "endTime": "2015-05-28 04:46:23.410+0000",
           "endTimeL": 1432788383410,
           "duration": 0,
           "visitorId": "ozimnjlwddrzbhnfhjkdao",
           "visitorName": "Joe",
           "engagementId": "qa844815054294982965",
           "isInteractive": true,
           "accountId": "qa84481505",
           "agentId": "3",
           "agentName": "Greg",
           "agentLoginName": "greg@liveperson.com",
           "skillId": -1,
           "skillName": "marketing",
           "channel": 1,
           "startReason": "0",
           "startReasonDesc": "Visitor request",
           "endReason": "210",
           "endReasonDesc": "Visitor closed chat",
           "engagementSet": 0,
           "engagementSequence": 0,
           "agentGroupId": -1,
           "agentGroupName": "NA",
           "mcs": null,
           "ended": true,
           "chatDataEnriched": false,
         },
         "transcript": {
           "lines": [
             {
               "time": "2015-05-28 04:46:19.147+0000",
               "timeL": 1432788379147,
               "controlType": 4,
               "text": "Thank you for choosing to chat with us.  An agent will be with you shortly.",
               "by": "info",
               "source": "system",
               "subType": "REGULAR",
               "textType": "plain",
               "cannedAnswerType": 0,
               "lineSeq": "78"
             },
             {
               "time": "2015-05-28 04:46:23.176+0000",
               "timeL": 1432788383176,
               "controlType": 3,
               "text": "You are now chatting with hotopic@liveperson.com",
               "by": "info",
               "source": "system",
               "subType": "REGULAR",
               "textType": "plain",
               "cannedAnswerType": 0,
               "lineSeq": "80"
             },
             {
               "time": "2015-05-28 04:46:23.411+0000",
               "timeL": 1432788383411,
               "controlType": 5,
               "text": "Thank you for chatting with us.",
               "by": "info",
               "source": "system",
               "subType": "REGULAR",
               "textType": "plain",
               "cannedAnswerType": 0,
               "lineSeq": "81"
             }
           ]
         },
         "lineScores": [
        {
          "lineSeq": "78",
          "lineRawScore": 0,
          "mcs": 0
        },
        {
          "lineSeq": "80",
          "lineRawScore": 0,
          "mcs": 0
        },
        {
          "lineSeq": "81",
          "lineRawScore": 0,
          "mcs": 0
        }
      ],
         "campaign":{
           "campaignEngagementId": "1759631410",
           "campaignEngagementName": "Dummy1",
           "campaignId": "1340122410",
           "campaignName": "Live Chat on your site",
           "goalId": "1340122310",
           "goalName": "Interact with visitors",
           "visitorBehaviorId": "1340122110",
           "visitorBehaviorName": "Any behavior",
           "visitorProfileId": "1340122010",
           "visitorProfileName": "All visitors"
           "lobId": "-1",
           "lobName": "NA"
         },
        "visitorInfo": {
          "country": "United States",
          "state": "California",
          "city": "San Jose",
          "isp": "Comcast",
          "org": "Amazon",
          "device": "DESKTOP",
          "ipAddress": "192.168.13.209",
          "browser": "Chrome 47.0.2526.111",
          "operatingSystem": "WINDOWS"
        },
        "coBrowseSessions": {
            "coBrowseSessionsList": [
              {
                "sessionId": "ffc41057-70fe-4a10-ab3e-6065a89dac64",
                "startTime": "2017-03-02 10:16:39.842+0000",
                "startTimeL": 1488449799842,
                "endTime": "2017-03-02 10:16:39.842+0000",
                "endTimeL": 1488449799842,
                "endReason": "SERVER",
                "duration": 29873,
                "interactive": false
              },
              {
                "sessionId": "d44796ae-4f3e-4b20-a2c8-eba5a4f20928",
                "startTime": "2017-03-02 10:24:51.510+0000",
                "startTimeL": 1488450291510,
                "endTime": "2017-03-02 10:24:51.510+0000",
                "endTimeL": 1488450291510,
                "interactiveTime": "2017-03-02 10:18:07.634+0000",
                "interactiveTimeL": 1488449887634,
                "endReason": "SERVER",
                "duration": 485279,
                "interactive": true
              }
            ]
          },
	 "predictions": [
        {
          "topPrediction": {
            "predictionId": "28981b77-f249-435a-897b-26f99d9d62e2",
            "predictionLabel": "add service",
            "confidenceScore": 0.91
          },
          "lineSeq": "28"
        },
        {
          "topPrediction": {
            "predictionId": "821c9d1b-4c1d-49f5-af87-42a04d06723a",
            "predictionLabel": "make payment",
            "confidenceScore": 0.84
          },
          "lineSeq": "29"
        }
      ], 
         "sdes": {
           "events": [
             {
               "cartStatus": {
                 "serverTimeStamp": "1435764972045",
		 "originalTimeStamp": "1435801272063",
                 "total": "11.7",
                 "numItems": "6",
                 "products": [
                   {
                     "quantity": "1",
                     "product": {
                       "name": "prod1",
                       "category": "category",
                       "sku": "sku",
                       "price": "7.8"
                     }
                   }
                 ]
               }
             },
             {
               "customerInfo": {
                 "serverTimeStamp": "1436258709564",
		 "originalTimeStamp": "1435801272063",
                 "customerInfo": {
                   "customerStatus": "cancelled",
                   "customerType": "vip",
                   "balance": "-400.99",
                   "customerId": "138766AC",
                   "lastPaymentDate": {
                     "year": "2014",
                     "month": "10",
                     "day": "15"
                   },
                   "registrationDate": {
                     "year": "2013",
                     "month": "5",
                     "day": "23"
                   }
                 }
               }
             },
             {
               "lead": {
                 "lead": {
                   "topic": "luxury car test drive 2015",
                   "value": "22.22",
                   "leadId": "xyz123"
                 },
                 "serverTimeStamp": "1435780135906",
		 "originalTimeStamp": "1435801272063"
               }
             },
             {
               "marketingCampaignInfo": {
                 "serverTimeStamp": "1436703809351",
		 "originalTimeStamp": "1435801272063",
                 "marketingCampaignInfo": {
                   "originatingChannel": "1",
                   "affiliate": "Yahoo",
                   "campaignId": "US coupon campaign"
                 }
               }
             },
             {
               "personalInfo": {
                 "serverTimeStamp": "1436436923641",
		 "originalTimeStamp": "1435801272063",
                 "name": "ELI",
                 "surname": "leibovitz",
                 "gender": "MALE",
                 "company": "company",
                 "customerAge": {
                   "customerAgeInYears": "35.0",
                   "customerYearOfBirth": "1978",
                   "customerMonthOfBirth": "7",
                   "customerDateOfBirth": "25"
                 },
                 "contacts": [
                   {
                     "personalContact": {
                       "email": "myname@example.com",
                       "phone": "+1 212-788-8877",
		       "address": {
			"country": "Israel",
			"region": "Moscow", 
			"zipCode": 12345 
				}
                     }
                   }
                 ]
               }
             },
             {
               "purchase": {
                 "total": "11.7",
                 "serverTimeStamp": "1434394476705",
		 "originalTimeStamp": "1435801272063",
                 "cart": {
                   "total": "17.8",
                   "serverTimeStamp": null,
                   "originalTimeStamp": null,
                   "products": [
                     {
                       "quantity": "3",
                       "product": {
                         "name": "antivirus pro plan",
                         "category": "software",
                         "sku": "xyz001",
                         "price": "7.8"
                       }
                     }
                   ],
                   "numItems": "13"
                 },
                 "orderId": "DRV1534XC"
               }
             },
             {
               "serviceActivity": {
                 "serverTimeStamp": "1435780135922",
		 "originalTimeStamp": "1435801272063",
                 "serviceActivity": {
                   "topic": "order checkbook",
                   "status": "0",
                   "category": "finance",
                   "serviceId": "service12"
                 }
               }
             },
             {
               "viewProduct": {
                 "serverTimeStamp": "1434394466093",
		 "originalTimeStamp": "1435801272063",
                 "products": [
                   {
                     "quantity": null,
                     "product": {
                       "name": "red high heel shoe",
                       "category": "women shoes",
                       "sku": "xyz567",
                       "price": "77.8"
                     }
                   }
                 ]
               }
             },
             {
               "formFillingError": {
                 "serverTimeStamp": "1435764972047",
		 "originalTimeStamp": "1435801272063",
                 "visitorError": {
                   "contextId": "context.id",
                   "message": {
                     "string": "Expiration date missing"
                   },
                   "code": {
                     "string": "er100004"
                   },
                   "level": "2",
                   "resolved": "true"
                 }
               }
             }
           ]
         }
       }
     ]
    }

Request example 5:

Chat Search by time range and chatMCS.

In this example, we are searching for chats that have mcs between 30 to 60.

     {
        "interactive": true,
        "ended": true,
        "start": {
            "from": 1437054059354,
            "to": 1437661693023
        },
        "chatMCS": {"from":"30", "to": "60"}
    }

Response

    {
      "_metadata": {
        "count": 1,
        "self": {
          "rel": "self",
          "href": "https://localhost:8080/api/account/qa35931557/interactions/search?limit=50&offset=0"
        },
        "shardsStatusResult": {
          "partialResult": false
        }
      },
      "interactionHistoryRecords": [
        {
          "info": {
            "startTime": "2017-02-01 17:11:59.916+0000",
            "startTimeL": 1485969119916,
            "endTime": "2017-02-01 17:26:47.735+0000",
            "endTimeL": 1485970007735,
            "duration": 887,
            "visitorId": "UwYzRjYzJhMzQ0YTRlYzcz",
            "visitorName": "You",
            "engagementId": "qa359315574294967901",
            "sharkEngagementId": "qa35931557_xMzD21hMRaOLuOl27h9yaw_1",
            "isInteractive": true,
            "accountId": "qa35931557",
            "agentId": "213185812",
            "agentNickName": "liorr@liveperson.com",
            "agentLoginName": "liorr@liveperson.com",
            "agentFullName": "liorr@liveperson.com",
            "skillId": -1,
            "skillName": "Unassigned",
            "isAgentSurvey": false,
            "isPostChatSurvey": false,
            "isPreChatSurvey": false,
            "channel": 1,
            "startReason": "0",
            "startReasonDesc": "Visitor request",
            "endReason": "201",
            "endReasonDesc": "Rep stopped chat",
            "engagementSet": 0,
            "engagementSequence": 0,
            "agentGroupId": -1,
            "agentGroupName": "Main Group",
            "mcs": 1,
            "chatMCS": 60,
            "chatRequestedTime": "2017-02-01 17:11:55.781+0000",
            "chatRequestedTimeL": 1485969115781,
            "chatStartUrl": "http://hc1d.dev.lprnd.net/smt.jsp?siteid=qa35931557",
            "chatStartPage": "LE 2.0 Test Page",
            "isPartial": false,
            "interactive": true,
            "ended": true,
            "chatDataEnriched": false
          },
          "transcript": {
            "lines": [
              {
                "time": "2017-02-01 17:11:55.981+0000",
                "timeL": 1485969115981,
                "controlType": 4,
                "text": "Thank you for choosing to chat with us.  An agent will be with you shortly.",
                "by": "info",
                "source": "system",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 0
              },
              {
                "time": "2017-02-01 17:11:59.913+0000",
                "timeL": 1485969119913,
                "controlType": 3,
                "text": "You are now chatting with liorr@liveperson.com.",
                "by": "info",
                "source": "system",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 0
              },
              {
                "time": "2017-02-01 17:12:03.246+0000",
                "timeL": 1485969123246,
                "controlType": 0,
                "text": "hello",
                "by": "liorr@liveperson.com",
                "source": "agent",
                "subType": "REGULAR",
                "textType": "html",
                "cannedAnswerType": 0,
                "agentId": 213185812
              },
              {
                "time": "2017-02-01 17:12:16.179+0000",
                "timeL": 1485969136179,
                "controlType": 0,
                "text": "I love your service",
                "by": "You",
                "source": "visitor",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 0
              },
              {
                "time": "2017-02-01 17:13:11.491+0000",
                "timeL": 1485969191491,
                "controlType": 0,
                "text": "I love your service very much",
                "by": "You",
                "source": "visitor",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 0
              },
              {
                "time": "2017-02-01 17:16:11.501+0000",
                "timeL": 1485969371501,
                "controlType": 0,
                "text": "I'm sorry for the delay. I'll be right with you.",
                "by": "liorr@liveperson.com",
                "source": "agent",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 213185812
              },
              {
                "time": "2017-02-01 17:19:11.502+0000",
                "timeL": 1485969551502,
                "controlType": 0,
                "text": "Thank you for waiting. I'll be with you in just a moment.",
                "by": "liorr@liveperson.com",
                "source": "agent",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 213185812
              },
              {
                "time": "2017-02-01 17:19:13.252+0000",
                "timeL": 1485969553252,
                "controlType": 0,
                "json": {
                    "type": "vertical",
                    "elements": [{
                        "type": "image",
                        "url": "http://cdn.bgr.com/2016/08/iphone-8-concept.jpg",
                        "tooltip": "image tooltip",
                        "click": {
                            "actions": [{
                                "type": "navigate",
                                "id": "98446950-2f54-4594-b89b-1d60a9fdda49",
                                "name": "Navigate to store via image",
                                "lo": 23423423,
                                "la": 2423423423
                            }]
                        }
                    }, {
                        "type": "text",
                        "text": "IPhone 8",
                        "tooltip": "brand new iphone 8",
                        "style": {
                            "bold": true,
                            "size": "large"
                        }
                    }, {
                        "type": "text",
                        "text": "Now on sale!"
                    }, {
                        "type": "text",
                        "text": "$155.99",
                        "tooltip": "155.99"
                    }, {
                        "type": "button",
                        "title": "Add to cart",
                        "click": {
                            "actions": [{
                                "type": "link",
                                "id": "febf3237-f7d9-44bc-a17f-fc8abdfb0f25",
                                "name": "add to cart",
                                "uri": "http://www.google.com"
                            }]
                        }
                    }, {
                        "type": "horizontal",
                        "elements": [{
                            "type": "button",
                            "title": "Buy",
                            "tooltip": "store is the thing",
                            "click": {
                                "actions": [{
                                    "type": "navigate",
                                    "id": "98446950-2f54-4594-b89b-1d60a9fdda49",
                                    "name": "Navigate to store",
                                    "lo": 23423423,
                                    "la": 2423423423
                                }]
                            }
                        }, {
                            "type": "button",
                            "title": "Find",
                            "tooltip": "store is the thing",
                            "click": {
                                "actions": [{
                                    "type": "navigate",
                                    "id": "98446950-2f54-4594-b89b-1d60a9fdda49",
                                    "name": "Navigate to store",
                                    "lo": 23423423,
                                    "la": 2423423423
                                }]
                            }
                        }]
                    }, {
                        "type": "button",
                        "title": "Navigate to store",
                        "tooltip": "store is the thing",
                        "click": {
                            "actions": [{
                                "type": "navigate",
                                "id": "98446950-2f54-4594-b89b-1d60a9fdda49",
                                "name": "Navigate to store",
                                "lo": 23423423,
                                "la": 2423423423
                            }]
                        }
                    }, {
                        "type": "button",
                        "title": "More details",
                        "click": {
                            "actions": [{
                                "type": "link",
                                "id": "15ffab70-de0e-42df-9576-290c2249aa24",
                                "uri": "http://www.google.com",
                                "name": "open browser"
                            }]
                        }
                    }]
                },
                "by": "liorr@liveperson.com",
                "source": "agent",
                "subType": "REGULAR",
                "textType": "rich-content",
                "cannedAnswerType": 0,
                "agentId": 213185812
              },
              {
                "time": "2017-02-01 17:20:45.197+0000",
                "timeL": 1485969645197,
                "controlType": 0,
                "text": "fgdfdf",
                "by": "liorr@liveperson.com",
                "source": "agent",
                "subType": "REGULAR",
                "textType": "html",
                "cannedAnswerType": 0,
                "agentId": 213185812
              },
              {
                "time": "2017-02-01 17:26:47.735+0000",
                "timeL": 1485970007735,
                "controlType": 5,
                "text": "Thank you for chatting with us.",
                "by": "info",
                "source": "system",
                "subType": "REGULAR",
                "textType": "plain",
                "cannedAnswerType": 0,
                "agentId": 0
              }
            ]
          },
          "campaign": {
            "campaignEngagementId": "213185212",
            "campaignEngagementName": "Sticky chat button",
            "campaignId": "213185112",
            "campaignName": "Live Chat on your site",
            "goalId": "213184812",
            "goalName": "Interact with visitors",
            "visitorBehaviorId": "213184912",
            "visitorBehaviorName": "Any behavior",
            "visitorProfileId": "213184712",
            "visitorProfileName": "All visitors",
            "lobId": -1,
            "lobName": "NA"
          },
          "visitorInfo": {
            "country": "",
            "countryCode": "",
            "state": "",
            "city": "",
            "isp": "",
            "org": "",
            "device": "DESKTOP",
            "ipAddress": "192.168.20.237",
            "browser": "Chrome 49.0.2623.87",
            "operatingSystem": "MAC_OSX"
          },
          "coBrowseSessions": {
                  "coBrowseSessionsList": [
                    {
                      "sessionId": "ffc41057-70fe-4a10-ab3e-6065a89dac64",
                      "startTime": "2017-03-02 10:16:39.842+0000",
                      "startTimeL": 1488449799842,
                      "endTime": "2017-03-02 10:16:39.842+0000",
                      "endTimeL": 1488449799842,
                      "endReason": "SERVER",
                      "duration": 29873,
                      "interactive": false
                    },
                    {
                      "sessionId": "d44796ae-4f3e-4b20-a2c8-eba5a4f20928",
                      "startTime": "2017-03-02 10:24:51.510+0000",
                      "startTimeL": 1488450291510,
                      "endTime": "2017-03-02 10:24:51.510+0000",
                      "endTimeL": 1488450291510,
                      "interactiveTime": "2017-03-02 10:18:07.634+0000",
                      "interactiveTimeL": 1488449887634,
                      "endReason": "SERVER",
                      "duration": 485279,
                      "interactive": true
                    }
                  ]
                },
          "sdes": {
            "events": [
              {
                "purchase": {
                  "total": "77.0",
                  "currency": null,
                  "serverTimeStamp": "1485969113673",
		  "originalTimeStamp": "1485969113673",
                  "cart": {
                    "total": null,
                    "serverTimeStamp": null,
                    "originalTimeStamp": null,
                    "products": [

                    ],
                    "numItems": null
                  },
                  "orderId": "Test123"
                },
                "serverTimeStamp": "1485969113673",
                "sdeType": "PURCHASE",
                "isAuthenticated": false
              },
              {
                "purchase": {
                  "total": "77.0",
                  "currency": null,
                  "serverTimeStamp": "1485970063032",
		  "originalTimeStamp": "1485969113673",
                  "cart": {
                    "total": null,
                    "serverTimeStamp": null,
                    "originalTimeStamp": null,
                    "products": [

                    ],
                    "numItems": null
                  },
                  "orderId": "Test123"
                },
                "serverTimeStamp": "1485970063032",
                "sdeType": "PURCHASE",
                "isAuthenticated": false
              }
            ]
          }
        }
      ]
    }

Request example 6:

Chat Search by time range and alertedMCS.

In this example, we are searching for chats that have a positive MCS.

    {
      "start": {
        "from": "1485330205108",
        "to": "1485942798000"
      },
      "alertedMcsValues": [
        "1"
      ]
    }

Response

Example:

   {
	"_metadata": {
		"count": 1,
		"self": {
			"rel": "self",
			"href": "https://localhost:8080/api/account/qa35931557/interactions/search?limit=50&offset=0"
		},
		"shardsStatusResult": {
			"partialResult": false
		}
	},
	"interactionHistoryRecords": [
		{
			"info": {
				"startTime": "2017-02-01 17:11:59.916+0000",
				"startTimeL": 1485969119916,
				"endTime": "2017-02-01 17:26:47.735+0000",
				"endTimeL": 1485970007735,
				"duration": 887,
				"visitorId": "UwYzRjYzJhMzQ0YTRlYzcz",
				"visitorName": "You",
				"engagementId": "qa359315574294967901",
				"sharkEngagementId": "qa35931557_xMzD21hMRaOLuOl27h9yaw_1",
				"isInteractive": true,
				"accountId": "qa35931557",
				"agentId": "213185812",
				"agentNickName": "liorr@liveperson.com",
				"agentLoginName": "liorr@liveperson.com",
				"agentFullName": "liorr@liveperson.com",
				"skillId": -1,
				"skillName": "Unassigned",
				"isAgentSurvey": false,
				"isPostChatSurvey": true,
				"isPreChatSurvey": true,
				"channel": 1,
				"startReason": "0",
				"startReasonDesc": "Visitor request",
				"endReason": "201",
				"endReasonDesc": "Rep stopped chat",
				"engagementSet": 0,
				"engagementSequence": 0,
				"agentGroupId": -1,
				"agentGroupName": "Main Group",
				"mcs": 1,
				"alertedMCS": 1,
				"chatMCS": 60,
				"chatRequestedTime": "2017-02-01 17:11:55.781+0000",
				"chatRequestedTimeL": 1485969115781,
				"chatStartUrl": "http://hc1d.dev.lprnd.net/smt.jsp?siteid=qa35931557",
				"chatStartPage": "LE 2.0 Test Page",
				"isPartial": false,
				"ended": true,
				"interactive": true,
				"chatDataEnriched": false
			},
			"transcript": {
				"lines": [
					{
						"time": "2017-02-01 17:11:55.981+0000",
						"timeL": 1485969115981,
						"controlType": 4,
						"text": "Thank you for choosing to chat with us.  An agent will be with you shortly.",
						"by": "info",
						"source": "system",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 0
					},
					{
						"time": "2017-02-01 17:11:59.913+0000",
						"timeL": 1485969119913,
						"controlType": 3,
						"text": "You are now chatting with liorr@liveperson.com.",
						"by": "info",
						"source": "system",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 0
					},
					{
						"time": "2017-02-01 17:12:03.246+0000",
						"timeL": 1485969123246,
						"controlType": 0,
						"text": "hello",
						"by": "liorr@liveperson.com",
						"source": "agent",
						"subType": "REGULAR",
						"textType": "html",
						"cannedAnswerType": 0,
						"agentId": 213185812
					},
					{
						"time": "2017-02-01 17:12:16.179+0000",
						"timeL": 1485969136179,
						"controlType": 0,
						"text": "I love your service",
						"by": "You",
						"source": "visitor",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 0
					},
					{
						"time": "2017-02-01 17:13:11.491+0000",
						"timeL": 1485969191491,
						"controlType": 0,
						"text": "I love your service very much",
						"by": "You",
						"source": "visitor",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 0
					},
					{
						"time": "2017-02-01 17:16:11.501+0000",
						"timeL": 1485969371501,
						"controlType": 0,
						"text": "I'm sorry for the delay. I'll be right with you.",
						"by": "liorr@liveperson.com",
						"source": "agent",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 213185812
					},
					{
						"time": "2017-02-01 17:19:11.502+0000",
						"timeL": 1485969551502,
						"controlType": 0,
						"text": "Thank you for waiting. I'll be with you in just a moment.",
						"by": "liorr@liveperson.com",
						"source": "agent",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 213185812
					},
					{
						"time": "2017-02-01 17:20:45.197+0000",
						"timeL": 1485969645197,
						"controlType": 0,
						"text": "fgdfdf",
						"by": "liorr@liveperson.com",
						"source": "agent",
						"subType": "REGULAR",
						"textType": "html",
						"cannedAnswerType": 0,
						"agentId": 213185812
					},
					{
						"time": "2017-02-01 17:26:47.735+0000",
						"timeL": 1485970007735,
						"controlType": 5,
						"text": "Thank you for chatting with us.",
						"by": "info",
						"source": "system",
						"subType": "REGULAR",
						"textType": "plain",
						"cannedAnswerType": 0,
						"agentId": 0
					}
				]
			},
			"surveys": {
				"preChat": [
					{
						"scope": "Session",
						"source": "Pre-Chat",
						"displayName": "Name",
						"value": "Irena",
						"values": [
							"Irena"
						],
						"answersId": [
							-1
						],
						"name": "Pre-Chat Survey",
						"time": "2017-02-01 17:11:55.700+0000",
						"timeL": 1485969115981,
						"questionID": 1,
						"surveyID": 195991
					},
					{
						"scope": "Session",
						"source": "Pre-Chat",
						"displayName": "Email",
						"value": "irena@gmail.com",
						"values": [
							"irena@gmail.com"
						],
						"answersId": [
							-1
						],
						"name": "Pre-Chat Survey ",
						"time": "2017-02-01 17:11:55.700+0000",
						"timeL": 1485969115981,
						"questionID": 2,
						"surveyID": 195991
					}
				],
				"postChat": [
					{
						"scope": "Session",
						"source": "Exit",
						"displayName": "How was the visit ?",
						"value": "It was good",
						"values": [
							"It was good"
						],
						"answersId": [
							1
						],
						"name": "Post-chat Survey v2 (All Channels)",
						"time": "2017-02-01 17:26:55.700+0000",
						"timeL": 1485969115981,
						"questionID": 9,
						"surveyID": 222726
					},
					{
						"scope": "Session",
						"source": "Exit",
						"displayName": "Will you recommentd us ?",
						"value": "Yes",
						"values": [
							"Yes"
						],
						"answersId": [
							1
						],
						"name": "Post-chat Survey v2 (All Channels)",
						"time": "2018-02-07 17:26:55.429+0000",
						"timeL": 1485969115981,
						"questionID": 14,
						"surveyID": 222726
					}
				]
			},
			"campaign": {
				"campaignEngagementId": "213185212",
				"campaignEngagementName": "Sticky chat button",
				"campaignId": "213185112",
				"campaignName": "Live Chat on your site",
				"goalId": "213184812",
				"goalName": "Interact with visitors",
				"visitorBehaviorId": "213184912",
				"visitorBehaviorName": "Any behavior",
				"visitorProfileId": "213184712",
				"visitorProfileName": "All visitors",
				"lobId": -1,
				"lobName": "NA"
			},
			"visitorInfo": {
				"country": "",
				"countryCode": "",
				"state": "",
				"city": "",
				"isp": "",
				"org": "",
				"device": "DESKTOP",
				"ipAddress": "192.168.20.237",
				"browser": "Chrome 49.0.2623.87",
				"operatingSystem": "MAC_OSX"
			},
			"coBrowseSessions": {
				"coBrowseSessionsList": [
					{
						"sessionId": "ffc41057-70fe-4a10-ab3e-6065a89dac64",
						"startTime": "2017-03-02 10:16:39.842+0000",
						"startTimeL": 1488449799842,
						"endTime": "2017-03-02 10:16:39.842+0000",
						"endTimeL": 1488449799842,
						"endReason": "SERVER",
						"duration": 29873,
						"interactive": false
					},
					{
						"sessionId": "d44796ae-4f3e-4b20-a2c8-eba5a4f20928",
						"startTime": "2017-03-02 10:24:51.510+0000",
						"startTimeL": 1488450291510,
						"endTime": "2017-03-02 10:24:51.510+0000",
						"endTimeL": 1488450291510,
						"interactiveTime": "2017-03-02 10:18:07.634+0000",
						"interactiveTimeL": 1488449887634,
						"endReason": "SERVER",
						"duration": 485279,
						"interactive": true
					}
				]
			},
			"sdes": {
				"events": [
					{
						"purchase": {
							"total": "77.0",
							"currency": null,
							"serverTimeStamp": "1485969113673",
							"cart": {
								"total": null,
								"serverTimeStamp": null,
								"originalTimeStamp": null,
								"products": [],
								"numItems": null
							},
							"orderId": "Test123"
						},
						"isAuthenticated": false,
						"serverTimeStamp": "1485969113673",
						"sdeType": "PURCHASE"
					},
					{
						"purchase": {
							"total": "77.0",
							"currency": null,
							"serverTimeStamp": "1485970063032",
							"cart": {
								"total": null,
								"serverTimeStamp": null,
								"originalTimeStamp": null,
								"products": [],
								"numItems": null
							},
							"orderId": "Test123"
						},
						"isAuthenticated": false,
						"serverTimeStamp": "1485970063032",
						"sdeType": "PURCHASE"
					}
				]
			}
		}
	]
}