Changelog
This document is the record of all the changes in the Reports API starting from version 3.2.
We use the 🛠️ emoji to mark bug fixes. We also specify the date of introducing the fix in the YYYY-MM-DD format.
The developer preview version provides a preview of the upcoming changes to the API. It's not open to public use. However, if you want to test some features, contact us at developers@livechat.com or ask on the chat, and we'll give you access.
[v3.6] - Developer preview
No changes yet.
[v3.5] - 2022-11-23
General
- There are new filters in all reports:
filters.customer_countries.values
filters.customer_countries.exclude_values
filters.customer_countries.require_every_value
Tags
- There's a new method, Tags Chat Usage, which shows how many chats are marked with each listed tag.
Chats
- The
surveys
method has been renamed to Forms. It shows the number of submitted chat forms along with the count of specific answers.
[v3.4] - 2021-12-22
General
- The HTTP POST method becomes the primary and recommended way of sending requests. HTTP GET is still supported, however, it might fail for more complex requests due to the limitations of the query string length.
- The request format changed: filters are now nested within the
filters
field. - All methods require the
reports_read
scope. This applies to all v3.x versions of the Reports API. - To provide more consistent experience across all Platform APIs, filters are now aligned with those used in List Archives (the Agent Chat API).
- The following fields were renamed in all reports:
from
->filters.from
to
->filters.to
groups
->filters.groups.values
agents
->filters.agents.values
agent_assigned
->filters.agents.exists
names
->filters.tags.values
names:with
->filters.tags.exists
names:without
->filters.tags.exists
tags
->filters.tags.values
tagged
->filters.tags.exists
customer_client_ids
->filters.properties.source.customer_client_id.values
- There are new filters in all reports:
filters.agents.exclude_values
filters.agents.exists
filters.agents.require_every_value
filters.tags.exclude_values
filters.tags.require_every_value
filters.properties.<namespace>.<name>.values
filters.properties.<namespace>.<name>.exclude_values
filters.properties.<namespace>.<name>.exists
filters.sales.values
filters.sales.exclude_values
filters.sales.exists
filters.sales.require_every_value
filters.goals.values
filters.goals.exclude_values
filters.goals.exists
filters.goals.require_every_value
filters.surveys.type
filters.surveys.answer_id
filters.event_types.values
filters.event_types.exclude_values
filters.event_types.require_every_value
filters.greetings.from
filters.greetings.to
filters.greetings.values
filters.greetings.exclude_values
filters.greetings.exists
filters.greetings.groups.values
filters.greetings.groups.exclude_values
filters.agent_response.exists
filters.agent_response.groups.values
filters.agent_response.groups.exclude_values
filters.agent_response.agents.values
filters.agent_response.agents.exclude_values
- The following fields were renamed in all reports:
Chats
- There's a new method, Ratings, which shows the number of rated chats along with their ratings during a specified period of time.
- There's a new method, Ranking, which shows the ratio of good to bad ratings for each operator agent within a license.
- There's a new method, Engagement, which shows the distribution of chats based on engagement during the specified period.
- There's a new method, Greetings Conversion, which shows the number of greetings sent to the customers and how many of those resulted in a chat or a goal.
- There's a new method, Response Time, which shows the average chat response time for agents.
- There's a new method, First Response Time, which shows the average chat first response time for agents.
- The
agents_chatting_duration
method has been renamed to Duration, which shows the average chat duration and chatting duration for agents. - There's a new method, Surveys, which returns responses to the post-chat and pre-chat surveys during a specified period of time.
Agents
- There's a new method, Availability, which shows for how long an agent, group, or the whole account was available for chatting during a specified period of time.
- There's a new method, Performance, which shows both the summary and the details of agents' performance.
[v3.3] - 2021-03-30
Chats
- There's a new request property, timezone (e.g. America/Phoenix), for the Agents Chatting Duration and Tags reports.
- There's a new method, Total Chats, which shows how many chats occurred during the specified period.
[v3.2] - 2021-01-07
Chats
- There's a new method, Agents Chatting Duration, which shows the average chatting duration for agents.
- There's a new method, Tags, which shows the distribution of tags for chats.