Open Channels Statistics Data Types
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Data types are used in responses of imopenlines.v2.* methods. All field names are passed in camelCase format.
Where Types Are Used
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Type |
Where It Is Returned |
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Method imopenlines.v2.Session.list, field |
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Method imopenlines.v2.Operator.list, field |
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Method imopenlines.v2.Session.Stat.get, field |
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Method imopenlines.v2.Session.Rating.list, field |
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Method imopenlines.v2.Session.Transfer.list, field |
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Method imopenlines.v2.Stat.get, root object |
Field Features
|
Fields |
Where They Are Used |
When They Are Returned as |
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Objects |
If the plan or user permissions do not allow viewing supervisor ratings |
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Object |
If the user does not have read permission for the linked CRM object |
Object session
|
Field |
Description |
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id |
Session ID |
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configId |
Open channel ID |
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source |
Channel code, for example |
|
Operator ID |
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userId |
Internal customer ID |
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userCode |
External customer ID in the channel |
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chatId |
Chat ID |
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dateCreate |
Session creation date in ISO 8601 format |
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Session close date |
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Date of the first operator response |
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Date of the first live operator response |
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status |
Session status sessionStatus |
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Close reason closeReason |
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vote |
Customer rating vote |
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Supervisor rating from |
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Supervisor comment on the rating |
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Linked CRM object type. Possible values:
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Linked CRM object ID |
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queueTransfers |
Number of session transfers |
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Time to first response, seconds |
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Time to close, seconds |
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Whether the operator met the first response KPI |
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messageCount |
Number of messages in the dialog |
Object operatorLoad
|
Field |
Description |
|
userId |
Operator ID |
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configId |
Open channel ID |
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status |
Operator status operatorStatus |
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activeSessions |
Number of active operator sessions |
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maxChat |
Maximum number of simultaneous chats from line settings |
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freeSlots |
Number of free operator slots |
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Operator last activity date |
Object sessionStat
|
Field |
Description |
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sessionId |
Session ID |
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Time to first response, seconds |
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Time to close, seconds |
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Total number of messages, including system messages |
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Number of operator messages, excluding system messages |
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Number of customer messages, excluding system messages |
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Number of session transfers |
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Whether the operator met the first response KPI |
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Customer rating vote |
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Supervisor rating from |
Object rating
|
Field |
Description |
|
sessionId |
Session ID |
|
configId |
Open channel ID |
|
Operator ID |
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source |
Channel code |
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vote |
Customer rating vote |
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Supervisor rating from |
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Supervisor comment on the rating |
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Customer rating date |
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Session close date |
Object transfer
|
Field |
Description |
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sessionId |
Session ID |
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date |
Transfer date in ISO 8601 format |
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ID of the operator from whom the session was transferred |
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ID of the operator to whom the session was transferred |
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fromConfigId |
Source line ID |
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Destination line ID |
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reason |
Transfer reason transferReason |
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mode |
Transfer mode. Possible values:
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type |
Transfer destination type. Possible values:
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Transfer initiator ID |
Object statResult
|
Field |
Description |
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totalSessions |
Total number of sessions |
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closedSessions |
Number of closed sessions |
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spamSessions |
Number of spam sessions |
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avgWaitAnswer |
Average time to first response, seconds |
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avgSessionDuration |
Average session duration, seconds |
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likeCount |
Number of likes |
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dislikeCount |
Number of dislikes |
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votedSessions |
Number of sessions with a customer rating |
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positiveRate |
Share of positive ratings from |
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kpiFirstAnswerOk |
Number of sessions that met the first response KPI |
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kpiFirstAnswerFail |
Number of sessions that did not meet the first response KPI |
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sessionsBySource |
Number of sessions by channel |
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sessionsByHour |
Number of sessions by hour of day, 24 items |
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sessionsByOperator |
Statistics by operator |
Object sourceCount
|
Field |
Description |
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source |
Channel code, for example |
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count |
Number of sessions from the channel |
Object operatorCount
|
Field |
Description |
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operatorId |
Operator ID |
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count |
Number of operator sessions |
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avgWaitAnswer |
Average operator first response time, seconds |
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positiveRate |
Share of positive customer ratings for the operator from |
sessionStatus Values
|
Value |
Description |
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Session is in the queue or missed |
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Operator is handling the dialog |
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Session is closed |
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Session is marked as spam |
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Session is paused |
operatorStatus Values
|
Value |
Description |
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Operator is online and not paused |
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Operator is offline |
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Operator has paused themselves |
closeReason Values
|
Value |
Description |
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Session was closed by an operator |
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Session was closed automatically by timeout |
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Session was closed as spam |
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Session was closed because of customer inactivity |
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Session was closed after the channel response window expired |
vote Values
|
Value |
Description |
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Customer left a like |
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Customer left a dislike |
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No rating |
transferReason Values
|
Value |
Description |
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Manual transfer by an operator |
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Automatic return to the same line queue |
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Automatic distribution |
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Transfer to another open channel |