Statistic

Get statistics

GET /statistic
See below to discover used fields and see reading section to discover some output examples.

Filters

Filter
Description
Values
Use
website_id deprecated, use website_list property instead
Website identifier
?filters[website_id]=123
website_list
Website identifiers
?filters[website_list]=123,24,32
channel
Channel
chat, call, facebook, twitter, facebookBusinessOnMessenger, instagram, sms, whatsapp or video
?filters[channel]=chat
resource
Resource to group the data by
operator, group, skill, rule, contact_type or page_type
?filters[resource]=operator
resource_id
Resource ID to get only the data of this resource
?filters[resource_id]=32
indicators
Indicators to filter
See list below
?filters[indicators]=indicator1,indicator2
from
Date from
YYYY-MM-DD or YYYY-MM-DD HH:MM:SS
?filters[from]=YYYY-MM-DD
to
Date to
YYYY-MM-DD or YYYY-MM-DD HH:MM:SS
?filters[to]=YYYY-MM-DD
granularity
Get data per hour, per day or per month (only when 1 indicator is requested)
hour, day, month
?filters[indicators]=indicator1&filters[granularity]=day

Indicators

Contact indicators

available on chat, call, video, facebook, twitter, facebookBusinessOnMessenger, sms, whatsapp
Indicator
Label
Description
Value
contact_answered_after_first_message_duration
Response time after first message (not available for bots -> null value returned)
Average response time between a customer's first question and the agent's answer.
Second
contact_answered_duration
Response time (not available for bots -> null value returned)
Average response time between a customer's request and the agent's response.
Second
contact_closed_after_last_message_duration
Length of time between last message and closing of chat (not available for bots -> null value returned)
Average amount of time between the visitor's last message and the closing of the chat discussion on the panel.
Second
contact_duration
Average processing time
Average length of all contacts, the length of a contact being defined as the difference between the end time (closure) and start time.
Second
contact_number
Initiated contacts
Number of contacts initiated during the selected period.
Number
contact_sent_message_number
Sent messages
Total number of messages within a conversation sent by the agents.
Number
contact_received_message_number
Received messages
Total number of messages within a conversation received by the agents.
Number
contact_unanswered_number
Contacts initiated with no response
Number of contacts initiated by a visitor with no response from an agent.
Number
available on chat
Indicator
Label
Description
Value
contact_missed_number
Missed contact opportunities
Estimated number of missed contact opportunities because the agents were totally busy, offline or not in production.
Number
contact_missed_with_busy_operators_number
Missed contact opportunities (agents busy)
Estimated number of missed contact opportunities due to agents being totally busy.
Number
contact_missed_with_no_operators_number
Missed contact opportunities (agents absent)
Estimated number of contacts missed because the agents were either not connected or not in production.
Number
contact_simultaneous_number
Simultaneous contacts
Average number of contacts processed simultaneously by an agent during his online presence.
Number
available on chat, call, video
Indicator
Label
Description
Value
contact_per_hour_average_number
Contacts / hr of the website
Average number of contacts processed by all agents for an hour of production.
Number
contact_per_hour_number
Contacts per hour
Average number of contacts processed by an agent for an hour of production.
Number
rule_contact_rate
Response rate
Proportion of displays having generated a contact.
Rate
rule_display_number
Displays
Number of chat/call displays generated on the website during the period.
Number
targeting_rule_triggered
Triggers
Number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria.
Number

Presence indicators

available on chat, call and video
Indicator
Label
Description
Number
max_and_partial_occupation_duration
Global occupation
Period during which an agent is connected to the panel and is occupied partially or to the maximum.
Second
max_occupation_duration
Maximum occupation
Period during which an agent is connected to the panel and is occupied to maximum capacity.
Second
max_occupation_rate
Maximum occupation rate
Part of production time during which an agent is connected to the panel and is occupied to a maximum.
Rate
non_production_duration
Not in production
Period during which an agent is connected to the panel, unavailable and yet not busy.
Second
non_production_rate
Not in production rate
Proportion of connection time during which an agent is connected to the panel, unavailable and yet not busy.
Rate
presentation_duration
Smoothed period of button presentation
Period during which buttons are displayable. Length of the time slot covered with at least one agent available.
Second
production_smoothed_duration
Smoothed period of production
Period during which operators were in production. Length of the time slot covered with at least one agent in production.
Second
available on chat, call, video, facebook, twitter facebookBusinessOnMessenger, sms, whatsapp
Indicator
Label
Description
Value
presence_duration
Total period of presence
Total period during which the agents were connected to the desk.
presence_smoothed_duration
Smoothed period of presence
Period during which operators were connected. Length of the time slot covered with at least one agent present.
occupation_rate
Partial occupation rate
Part of production time during which an agent is connected to the panel and is partially busy.
non_occupation_duration
Inocc.
Period of time during which an agent is connected to the panel and is simultaneously available and not busy.
non_occupation_rate
Rate of non-occupation
Part of production time during which an agent is connected to the panel and is simultaneously available and not busy.
max_and_partial_occupation_rate
Global occupation rate
Part of production time during which an agent is connected to the panel and is occupied partially or to the maximum.
production_duration
In production
Period during which an agent is connected to the panel and is available or busy.

Satisfaction indicators (deprecated)

These indicators are no longer available in our REST API since the new satisfaction is computed in a different way. You should consider using our GraphQL API with the query satisfactionSurveyResponses or with the object satisfactionSurvey contained in the searchClosedConversations query.
available on chat, call and video
Indicator
Label
Description
Value
satisfaction_delay_rate
Waiting time
Visitor satisfaction rate with the waiting time before receiving an answer.
Rate
satisfaction_global_rate
Overall satisfaction
Overall satisfaction rate of visitors.
Rate
satisfaction_resolution_rate
Quality of response
Visitors' satisfaction rate with the response given by the agent.
Rate
satisfaction_respondent_number
Number of respondents
Number of visitors who replied to a satisfaction survey following a discussion.
Number
satisfaction_respondent_rate
Response rate
Proportion of conversations after which visitors completed the satisfaction survey.
Rate
satisfaction_welcome_rate
Quality of welcome
Visitor satisfaction rate with the welcome.
Rate
occupation_duration
Partial occupation
Period during which an agent is connected to the panel, unavailable and yet not busy.
Second

Transactions indicators

available on chat, call, video, facebook, twitter, facebookBusinessOnMessenger, sms, whatsapp
Indicator
Label
Description
Value
conversion_rate
Conversion rate
Proportion of conversations which led to transactions.
Rate
cart_after_contact_amount
Average order value after contact
Average order value following a contact.
Number
cart_global_amount
Average order value on the website
Average Order Value, all visitor categories.
Amount
transaction_after_contact_amount
T/O after contact
Total turnover from visitors who dialogued and completed a transaction after a contact.
Amount
transaction_after_contact_number
Transactions after contact
Total number of transactions from visitors who dialogued and then completed a transaction following the contact.
Number
transaction_total_amount
Website T/O
Total turnover, all visitor categories.
Amount
transaction_total_number
Website transactions
Total number of transactions (all categories).
Number
transaction_after_contact_duration
Transformation time after contact
Average time between the first exchange and the transaction following a contact.
Second
transaction_after_conversation_amount_per_hour
Website transactions amount per hour
Average turnover generated by an agent after a contact on an hourly basis
Amount
transaction_missed_with_busy_operators_amount
T/O missed (agents totally busy)
Estimated lost turnover due to agents being totally busy.
Amount
transaction_missed_with_busy_operators_number
Missed transaction opportunities (agents totally busy)
Estimated number of missed transaction opportunities because the agents were totally busy.
Number
transaction_missed_with_no_operators_amount
Missed T/O opportunity (agents absent)
Estimated turnover missed because the agents were not connected or not in production.
Amount
transaction_missed_with_no_operators_number
Missed transaction opportunities (agents absent)
Estimated number of missed transaction opportunities because the agents were not connected or not in production.
Number
transaction_amount_per_conversation
Website transactions amount per conversation
Average turnover generated for each conversation done
Amount