Key Messaging Metrics API — Metrics | LivePerson Developer Center

This method retrieves core messaging metrics at the account, skill or agent group level, for up to the last 14 days within a 24 hours window.

Request

Method	URL
POST	https://{domain}/manager_workspace/api/account/{accountId}/metrics?offset=0&limit=50&sort=closedConversations:desc

URL Parameters

Name	Description	Type/Value	Required	Notes
sort	Sort the results based on a given metric in a predefined order.	string	Optional	Valid sort values: agentLoad humanAgentLoad closedConversations avgTimeToResponse avgTimeToFirstResponseFirstAssignment totalTimeToFirstResponseAllAssignments avgWaitTime fcrWithoutSkip avgWaitTimeFirstResponse totalWaitTimeFirstResponse assignedConversations activeConversations fcr onlineAgents awayAgents backSoonAgents openConversations abandonedInQueue Valid order values: asc/desc Default sort: key:asc
offset	The offset specifies from which record to retrieve the data.	numeric	Optional	Default is 0
limit	Max amount of keys (skillIds/agentGroupIds) to be retrieved in the response.	numeric	Optional	Default is 50. Max value is 50.

Note: Total supported results is 1000, meaning offset+limit can't exceed 1000.

BODY Parameters

Name	Description	Type/Value	Required	Notes
filters	Contains parameters to filter by.	Container	Required	See detailed description below
metricsToRetrieveByTime	List of metrics that are calculated for the given time range	Array `<String>`	Optional	Valid values: avg_wait_time avg_wait_time_first_response total_wait_time_first_response avg_time_to_response avg_time_to_first_response_first_assignment total_time_to_first_response_all_assignments closed_conversations closed_by_agent closed_by_consumer fcr auto_closed fcr_without_skip concluded_conversations csat avg_conversations_duration agent_responses_outside_sl total_num_of_agent_responses agent_responses_outside_sl_rate abandoned_in_queue
metricsToRetrieveCurrentValue	List of metrics retrieving the current value, not influenced by time	Array `<String>`	Optional	Valid values: assigned_conversations unassigned_conversations active_conversations agent_load human_agent_load human_online_load human_away_load online_agents back_soon_agents away_agents available_slots open_conversations overdue_conversations_in_queue overdue_conversations_assigned overdue_conversations_total queue_wait_time_50th_percentile queue_wait_time_90th_percentile actionable
responseSections	Represents whether we should return the "all" section, "groupBy" section or both.	Array `<String>`	Optional	Valid values: all, groupBy. Default value — both sections are returned.
groupBy	Field according to which all of the metrics should be grouped.	String	Optional	Valid values: skillId, agentGroupId. In case responseSections contains groupBy, a groupBy value must be returned in order to retrieve grouped metrics.

filters

filters info

Name	Description	Type/Value	Required	Notes
time {from, to}	Represents events time.	long — epoch time in milliseconds.	Required	Including bounds. From/to value is rounded to the last/next 1 minutes, respectively. Time range is limited up to the last 24 hours. Note: This field is required, even if you are not requesting metrics from the metricsToRetrieveByTime section but only asking for the metricsToRetrieveCurrentValue section.
agentIds	An array of agent IDs.	Array `<String>`	Optional
agentGroupIds	An array of agent group IDs.	Array `<String>`	Optional
skillIds	An array of skill IDs.	Array `<String>`	Optional
userTypes	Type of the user conducting of the conversation.	alphanumeric	Optional	Valid values: HUMAN, BOT.

Request body — JSON example:

{
    "filters": {
        "time": {
            "from": 1591951787590,
            "to": 1591955386814
        },
        "userTypes":["HUMAN"]
    },
    "groupBy": "agentGroupId",
    "responseSections": [
       "groupBy"
    ],
    "metricsToRetrieveCurrentValue": [
        "assigned_conversations",
	"human_agent_load"
    ],
    "metricsToRetrieveByTime": [
        "avg_wait_time",
        "avg_time_to_response",
        "avg_wait_time_first_response",
        "avg_time_to_first_response_first_assignment",
        "closed_conversations"
    ]
}

Response

Name	Description	Type/Value
metadata	All response-related Metadata.	container
groupBy	Contains grouped by metrics values based on the given groupBy and metrics parameters.	container
all	Contains metrics values for all relevant agents.	container

metadata info

Name	Description	Type/Value
count	Number of groups returned based on the groupBy parameter. In case groupBy section is not passed in the request body, count will be set to zero	numeric

groupBy info

Name	Description	Type/Value
groupByField	The name of the field by which the metrics data is grouped (agentId or agentGroupId)	String
groups	A list of all the groups with the required metrics data	Container

groups info

Name	Description	Type/ Value
key	The value the metrics data was grouped by.If groupBy was set to skillId, then the key holds the skill id. If the groupBy was set to agentGroupId, then the key holds the group id.	String
keyDescription	The descriptive value the metrics data was grouped by.If groupBy was set to skillId, then the keyDescription holds the skill name. If the groupBy was set to agentGroupId, then the keyDescription holds the group name. Notice: if ID was not successfully associated with any name, return "NA"	String
metrics	A list of all the metrics with their value	Container

metrics info

Name	Description	Type/ Value	Notes
assignedConversations	The number of open conversations currently assigned to the agent. limited to conversations which started within the past 30 days.	Long
activeConversations	The number of open conversations currently handled by the agent. limited to conversations which started within the past 30 days.	Long
agentLoad	The total weight of assigned conversations as a percentage of the maximum concurrent conversations of all agents, including bots.	Double
humanAgentLoad	The total weight of assigned conversations as a percentage of the maximum concurrent conversations of all human agents.	Double
humanOnlineLoad	The total weight of assigned conversations as a percentage of the maximum concurrent conversations of all human online agents.	Double
humanAwayLoad	The total weight of assigned conversations as a percentage of the maximum concurrent conversations of all human away agents.	Double
availableSlots	The total number of available conversations slots to take incoming conversations from the queue (the "Supply"). In case the response is grouped by skilldIds, same slots will be counted under all the skills an agent is assigned to.	Long	In order to get the total value of the metric on the group level including its sub-groups, pass includeSubGroups=true under the filters section
onlineAgents	Agents currently in the ONLINE state.	Long
backSoonAgents	Agents currently in the BACK SOON state.	Long
awayAgents	Agents currently in the AWAY state.	Long
avgWaitTime	The average time in millis consumers wait for a human agent response in a conversation. Attributed to the skill and group at the time of response.	Double
avgWaitTimeFirstResponse	The average time in millis consumers wait for the first human response in a conversation. Attributed to the skill and group at the time of response.	Double
avgTimeToResponse	The average time in millis it takes a human agent to send a message to the consumer from the time the agent was assigned to the conversation. Attributed to the skill and group at the time of response.	Double
totalWaitTimeFirstResponse	The total time in millis consumers wait for the first human response in a conversation. Attributed to the skill and group at the time of response.	Long
avgTimeToFirstResponseFirstAssignment	The average time in millis it takes a human agent to respond to the first message from a consumer, from the time the agent was assigned to the conversation. Measured from the first human agent message sent in a new conversation.Attributed to the skill and group at the time of response.	Double
totalTimeToFirstResponseAllAssignments	The total time difference in millis between the first human agent response and the human agent assignment after every human agent assignment during the conversation within the selected timeframe.	Long
closedConversations	The number of conversations closed within the selected timeframe by the agent, system or consumer.	Long
closedByAgent	The number of conversations closed by the agent within the selected timeframe.	Long
closedByConsumer	The number of conversations closed by the consumer within the selected timeframe.	Long
autoClosed	The number of conversations automatically closed within the selected timeframe.	Long
csat	The ratio bwtween the number of questions which were answered with 4 or 5 (top two boxes) to the total responses submitted by consumers to a CSAT question within the selected timeframe.	Double
avgConversationsDuration	The average handling time of closed conversations within the selected timeframe.	Long
unassignedConversations	The number of conversations in queue that are waiting for an agent assignment.	Long
openConversations	The number of open conversations, whether in queue or assigned.	Long
overdueConversationsInQueue	The number of conversations in queue that are waiting for an agent assignment and exceeded the SLA.	Long
overdueConversationsAssigned	The number of conversations assigned to agents which exceeded the SLA.	Long
overdueConversationsTotal	The number of open conversations which exceeded the SLA.	Long
queueWaitTime50thPercentile	50% of the consumers are waiting in the queue this amount of time or less.	Long
queueWaitTime90thPercentile	90% of the consumers are waiting in the queue this amount of time or less.	Long
agentResponsesOutsideSl	The number of agents' responses that were sent after the consumer sent a message in the entire conversations outside configured SL within the selected timeframe.	Long
totalNumberOfAgentResponses	Total number of agents' responses that were sent after the consumer sent a message in the entire conversations outside and within configured SL within the selected timeframe.	Long
agentResponsesOutsideSlRate	agentResponsesOutsideSl / totalNumberOfAgentResponses within the selected timeframe.	Double
actionable	The number of conversations that waiting for response.	Boolean
abandonedInQueue	The number of conversations that were closed while in the queue.	Long
fcr	first contact resolution	Double	total responses that are yes/ all total responses(Yes, No, Skip)
fcrWithoutSkip	first contact resolution without skip	Double	total responses that are 'Yes'/ all yes and no responses excluding skip

all info

Contains list of metrics with their values — same as in metrics info

Response DTO — JSON example:

{
     "metadata": {
        "count": 3,
        "first": {
            "rel": "first",
            "href": "https://localhost:8082/manager_workspace/api/account/le79144597/metrics?offset=0&limit=1&sort=closedConversations:desc"
        },
        "prev": {
            "rel": "prev",
            "href": "https://localhost:8082/manager_workspace/api/account/le79144597/metrics?offset=0&limit=1&sort=closedConversations:desc"
        },
        "self": {
            "rel": "self",
            "href": "https://localhost:8082/manager_workspace/api/account/le79144597/metrics?offset=1&limit=1&sort=closedConversations:desc"
        },
        "next": {
            "rel": "next",
            "href": "https://localhost:8082/manager_workspace/api/account/le79144597/metrics?offset=2&limit=1&sort=closedConversations:desc"
        },
        "last": {
            "rel": "last",
            "href": "https://localhost:8082/manager_workspace/api/account/le79144597/metrics?offset=2&limit=1&sort=closedConversations:desc"
        }
    },
    "groupBy": {
        "groupByField": "agentGroupId",
        "groups": [
            {
                "key": "1641709730",
		"keyDescription": "customerAssistanceSkill",
                "metrics": {
                    "assignedConversations": 6,
                    "humanAgentLoad": 1.18,
                    "avgWaitTime": 228876.654,
                    "avgWaitTimeFirstResponse": 798118.667,
                    "avgTimeToResponse": 58490.731,
                    "avgTimeToFirstResponseFirstAssignment": 59779.667,
                    "closedConversations": 1
                }
            }
        ]
    }
}

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Metrics

filters

Response