Real Time

17 Feb 2023
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Real Time

Updated on 17 Feb 2023
4 Minutes to read

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Real Time

Real Time - Real Time Manage
- GET livechat/realTime/Agents - Get agents status
- GET livechat/realTime/Queue - Get chat queue status
- GET livechat/realTime/Today - Get today's status
- GET livechat/realTime/RightNow - Get current status

Get agents status

GET livechat/realTime/Agents

Parameters:

Name	Type	in	Required	Description
`departmentId`	guid	path	no	Id of the department.
`includeStatusDistribution`	bool	path	no	Whether include status distribution or not.
`utcOffset`	int	path	no	Time offset for search
`startTime`	datetime	path	no	Start time for search
`endTime`	datetime	path	no	End time for search

Response:

Name	Type	Description
`intradayChats`	int	Intraday chats number of the agent.
`currentStatusId`	guid	Current status Id of the agent.
`maxConcurrentChats`	int	Max concurrent chats of the agent.
`intradayLinearChatTime`	string	Intraday linear chat time of the agent.
`agentId`	guid	Id of the agent.
`ongoingChats`	int	The ongoing chats number of the agent.
`statusDistribution`	string	Dictionary of status with status id.
`displayName`	string	Display name of the agent.

Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/realTime/Agents \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "total": 32,
  "pageCount": 7,
  "list": [
      {
          "agentId": "51f36e1a-d521-43bf-a0a8-20cbade284e4",
          "displayName": "srita2 chen",
          "currentStatusId": "00000000-0000-0000-0000-000000000000",
          "ongoingChats": 1,
          "maxConcurrentChats": 0,
          "intradayChats": 0,
          "intradayLinearChatTime": "06:53:57.0500000",
          "statusDistribution": {}
      },
      {
          "agentId": "841d966b-744b-405e-86d1-7e8c573ebc60",
          "displayName": "srita chen 10001",
          "currentStatusId": "00000000-0000-0000-0000-000000000000",
          "ongoingChats": 1,
          "maxConcurrentChats": 0,
          "intradayChats": 0,
          "intradayLinearChatTime": "00:20:38.2649999",
          "statusDistribution": {}
      },
      {
          "agentId": "74ed2bc3-a41f-4dc8-9ae0-f562ebea5943",
          "displayName": " frank 10001",
          "currentStatusId": "00000000-0000-0000-0000-000000000002",
          "ongoingChats": 0,
          "maxConcurrentChats": 0,
          "intradayChats": 0,
          "intradayLinearChatTime": "00:00:00",
          "statusDistribution": {}
      },
      {
          "agentId": "7bf10c1d-2973-4848-b08f-cd5195e6b337",
          "displayName": "1 1",
          "currentStatusId": "00000000-0000-0000-0000-000000000002",
          "ongoingChats": 0,
          "maxConcurrentChats": 0,
          "intradayChats": 0,
          "intradayLinearChatTime": "00:00:00",
          "statusDistribution": {}
      },
      {
          "agentId": "ed22fff9-5000-4430-8a32-efb530c9f049",
          "displayName": "1000 1",
          "currentStatusId": "00000000-0000-0000-0000-000000000002",
          "ongoingChats": 0,
          "maxConcurrentChats": 0,
          "intradayChats": 0,
          "intradayLinearChatTime": "00:00:00",
          "statusDistribution": {}
      }
  ],
  "pageIndex": 1,
  "pageSize": 5
}

Get chat queue status

GET livechat/realTime/Queue

Parameters:

No Parameters

Response:

Name	Type	Description
`routeToAgent`	agent	Reference to Agent.
`avgWaitTimeinLast30Mins`	string	Average wait time in last 30 minutes.
`routeToDepartmentId`	guid	Id of the route to department.
`visitors`	visitor[]	Reference of visitor.
`routeToAgentId`	guid	Id of the route to agent.
`avgWaitTimeinLast60Mins`	string	Average wait time in last 60 minutes.
`routeToDepartment`	department	Reference to Department.
`switchedtoMessagesinLast30Mins`	int	Switched to messages in last 30 minutes.
`currentQueueLength`	int	Length of current queue.
`maxConcurrentChats`	int	Max concurrent chats of the site.
`abandonedChatsinLast30Mins`	int	Abandoned chats in last 30 minutes.
`ongoingChats`	int	The ongoing chats number of the agent.

Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/realTime/Queue \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

[
  {
      "routeToDepartmentId": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
      "routeToDepartment": {
          "id": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
          "siteId": 0,
          "name": "string",
          "description": "string",
          "isAvailableInLiveChat": true,
          "isAvailableInTicketingAndMessaging": true,
          "isDeleted": true
      },
      "routeToAgentId": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
      "routeToAgent": {
          "id": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
          "displayName": "string",
          "email": "string",
          "isAdmin": true,
          "siteId": 0,
          "firstName": "string",
          "lastName": "string",
          "isActive": true,
          "phone": "string",
          "title": "string",
          "bio": "string",
          "apiKey": "string",
          "createdTime": "2021-05-17T07:17:22.908Z",
          "isLocked": true,
          "lockedTime": "2021-05-17T07:17:22.908Z",
          "isDeleted": true,
          "systemAvatarId": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
          "ifCustomizeAvatar": true,
          "customizeAvatar": "string",
          "avatar": "string",
          "departmentIds": [
              "3fa85f64-5717-4562-b3fc-2c963f66afa6"
          ]
      },
      "ongoingChats": 0,
      "maxConcurrentChats": 0,
      "currentQueueLength": 0,
      "avgWaitTimeinLast30Mins": "00:00:00",
      "avgWaitTimeinLast60Mins": "00:00:00",
      "abandonedChatsinLast30Mins": 0,
      "switchedtoMessagesinLast30Mins": 0,
      "visitors": [
          {
              "visitorId": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
              "contactIdentityId": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
              "waitTime": "00:00:00"
          }
      ]
  }
]

Get today's status

GET livechat/realTime/Today

Parameters:

Name	Type	in	Required	Description
`startTime`	datetime	path	yes	Start time for search,format yyyy-mm-ddThh:mm:ss
`endTime`	datetime	path	no	End time for search,format yyyy-mm-ddThh:mm:ss
`utcOffset`	int	path	no	Time offset for search

Response:

Name	Type	Description
`avgWaitingTime`	double	AvgWaiting time number of today.
`totalChats`	int	Total chats number of today.
`chatRequests`	int	Chat requests number of today.
`abandondedChats`	int	Abandonded chats number of today.
`switchedToMessageChats`	int	Switched to message chats number of today.
`uniqueChatRate`	double	Unique chat rate number of today.
`avgScore`	double	Avg score number of today.
`serviceAccessibilityRate`	double	Service accessibility rate number of today.
`acceptedInvitations`	int	Accepted invitations number of today.
`departmentTransferredChats`	int	Department transferred chats number of today.
`missedChats`	int	Missed chats number of today.
`chatAcceptanceRate`	double	Chat acceptance rate number of today.
`totalTransferredChats`	int	Total transferred chats number of today.
`agentAvgResponseTime`	double	Agent avg response time number of today.
`chats`	int	Chats number of today.
`avgChatTime`	double	Avg chat time number of today.
`agentUtilization`	double	Agent utilization number of today.

Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/realTime/Today?startTime=2022-07-05T00:00:00&endTime=2022-07-05T23:59:59 \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "chatRequests": 0,
  "totalChats": 0,
  "chats": 0,
  "chatAcceptanceRate": 0.0,
  "abandondedChats": 0,
  "switchedToMessageChats": 0,
  "missedChats": 0,
  "avgWaitingTime": 0.0,
  "avgChatTime": 0.0,
  "agentAvgResponseTime": 0.0,
  "acceptedInvitations": 0,
  "serviceAccessibilityRate": 0.0,
  "departmentTransferredChats": 0,
  "totalTransferredChats": 0,
  "uniqueChatRate": 0.0,
  "agentUtilization": 1.0,
  "avgScore": 0.0
}

Get current status

GET livechat/realTime/RightNow

Parameters:

Name	Type	in	Required	Description
`utcOffset`	int	path	no	Time offset for search
`startTime`	datetime	path	no	Start time for search
`endTime`	datetime	path	no	End time for search

Response:

Name	Type	Description
`loggedInAgents`	int	Logged in agents number of right now.
`agentsInChat`	int	Agents in chat number of right now.
`chatUtilization`	int	Chat utilization number of right now.
`visitorOnSite`	int	Visitor on site number of right now.
`ongoingChats`	int	Ongoing chats number of right now.
`ongoingChatsWithAgent`	int	Ongoing chats with agent number of right now.
`currentQueueLength`	int	Current queue length number of right now.
`ongoingChatsWithBot`	int	Ongoing chats with bot number of right now.

Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/realTime/RightNow \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "agentsInChat": 0,
  "ongoingChats": 1,
  "ongoingChatsWithAgent": 1,
  "ongoingChatsWithBot": 0,
  "currentQueueLength": 0,
  "visitorOnSite": 1,
  "loggedInAgents": 2,
  "chatUtilization": 0.0
}

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What's Next

Segment

Table of contents

Real Time

Real Time

Real Time

Get agents status

Parameters:

Response:

Example

Get chat queue status

Parameters:

Response:

Example

Get today's status

Parameters:

Response:

Example

Get current status

Parameters:

Response:

Example

What's Next