Introduction

The Report Center APIs enable brands to export aggregated metrics across various dimensions from the Report Center, providing a comprehensive overview of the brand’s metrics at different levels. We offer two APIs:

  • Aggregated Metrics API: This API allows users to analyze aggregated metrics across Report center available dimensions
  • Conversation List API: This API enables users to analyze the metrics further by drilling down to the conversation level.

The main difference between the APIs is that the Conversation List API displays data at the conversation level, whereas the Aggregated Metrics API does not include conversation-level data. In the Aggregated Metrics API, users can select all dimensions except for Conversation ID.

Any metrics and dimensions displayed in the Report Center UI associated with the conversation model will also be accessible through both APIs. On top of that, the API centralized the capabilities of various existing APIs and beyond.

Key features of the Report Center APIs:

  • Historical Data Retrieval: The APIs retrieve historical data - the last 13 months within a 6-month window.
  • REST Architecture: The APIs are based on the REST architecture and support the HTTPS POST protocol.
  • JSON Format: All retrieved data is returned in JSON for easy integration and processing.
  • To view the names of the metrics and dimensions for the API, please check the "Metric Name API" column here

These APIs provide brands with powerful tools to analyze their data and gain valuable insights from the Report Center. Please note: This is an early adopter version.

Getting Started

A few things you'll need to get started with this API:

  1. Retrieve your domain. Use the LivePerson Domain API to retrieve this information by providing the following service name:

    • ootb

  2. This API requires authorization using either a user login or a machine-to-machine authorization.

    • For a machine-to-machine authorization using OAuth 2.0 Client Credentials flow
      • OAuth 2.0 Client Credentials flow — follow the instructions, to register an OAuth 2.0 application and generate a JWT access token (Using version 2 of the Authorization API).
      • When registering an OAuth 2.0 application for using the Aggregated Metrics API, use the "report.center.read.external" as the scope and "https://{domain}/ootb_reporting/api/account/{accountId}" as the redirectUri.

  3. Note the API terms of use.

Use Cases

  • Extract aggregated measurements and accompanying data to integrate with any 3rd party application or database.
  • Gather aggregated measurements across various areas (such as agent operations and customer satisfaction), analyze the data, and take appropriate actions accordingly