The LiveEngage 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]

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 Connection 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.
hasCoBrowse Indication whether a CoBrowse session occurred during the chat Boolean Optional  
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

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
              }
            ]
          },
         "sdes": {
           "events": [
             {
               "cartStatus": {
                 "serverTimeStamp": "1435764972045",
                 "total": "11.7",
                 "numItems": "6",
                 "products": [
                   {
                     "quantity": "1",
                     "product": {
                       "name": "prod1",
                       "category": "category",
                       "sku": "sku",
                       "price": "7.8"
                     }
                   }
                 ]
               }
             },
             {
               "customerInfo": {
                 "serverTimeStamp": "1436258709564",
                 "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"
               }
             },
             {
               "marketingCampaignInfo": {
                 "serverTimeStamp": "1436703809351",
                 "marketingCampaignInfo": {
                   "originatingChannel": "1",
                   "affiliate": "Yahoo",
                   "campaignId": "US coupon campaign"
                 }
               }
             },
             {
               "personalInfo": {
                 "serverTimeStamp": "1436436923641",
                 "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"
                     }
                   }
                 ]
               }
             },
             {
               "purchase": {
                 "total": "11.7",
                 "serverTimeStamp": "1434394476705",
                 "cart": {
                   "total": "17.8",
                   "serverTimeStamp": null,
                   "products": [
                     {
                       "quantity": "3",
                       "product": {
                         "name": "antivirus pro plan",
                         "category": "software",
                         "sku": "xyz001",
                         "price": "7.8"
                       }
                     }
                   ],
                   "numItems": "13"
                 },
                 "orderId": "DRV1534XC"
               }
             },
             {
               "serviceActivity": {
                 "serverTimeStamp": "1435780135922",
                 "serviceActivity": {
                   "topic": "order checkbook",
                   "status": "0",
                   "category": "finance",
                   "serviceId": "service12"
                 }
               }
             },
             {
               "viewProduct": {
                 "serverTimeStamp": "1434394466093",
                 "products": [
                   {
                     "quantity": null,
                     "product": {
                       "name": "red high heel shoe",
                       "category": "women shoes",
                       "sku": "xyz567",
                       "price": "77.8"
                     }
                   }
                 ]
               }
             },
             {
               "formFillingError": {
                 "serverTimeStamp": "1435764972047",
                 "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",
                  "cart": {
                    "total": null,
                    "serverTimeStamp": null,
                    "products": [

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

Elements in the Response

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    
info Information about a specific chat. container    
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    
agentName 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    
transcript Transcript data of the chat. container    
startReason Code indicates the reason the chat started. numeric    
startReasonDesc Description of reason the chat started. alphanumeric    
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  
endReason Code indicates the reason the chat ended. numeric    
endReasonDesc Description of reason the chat ended. alphanumeric    
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  
mcs Divides the Meaningful Connection 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 Connection Score of the chat. int Range: 0-100.  
chatDataEnriched 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.  
ended 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    
campaign Campaign data of the chat container    
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    
lines Lines of a specific chat. container    
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.  
lineScores Contains information about the line's score, including line raw score and aggregated score up until this line. container    
lineSeq Sequence of line in that chat alphanumeric    
lineRawScore Score of line (for internal use only) numeric    
mcs Meaningful Connection Score of the chat up to this line numeric    
visitorInfo Conatins inforamtion about the visitor who participated in the chat container    
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  
coBrowseSessions The CoBrowse data container    
coBrowseSessionsList List of CoBrowse sessions container    
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    
interactive Indication whether the CoBrowse session is interactive Boolean    
surveys Survey data from the chat. container    
preChat Pre chat survey. container    
postChat Post chat survey. container    
operator Agent survey. container    
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    
sdes List of Engagement Attributes. container See Appendix