Developer API: Data Export via API
Shankar Moorthy
Business problem
: Currently, if I'd like to export data via an API, I would need to manually export via the Data Export feature to obtain the Message ID.
Desired outcome
: Exporting data via API would help businesses streamline the process of retrieving information directly from the platform.
Workaround
:To utilize the Data Export module on the platform
Ivan Brus
Here is an example of one of the many tasks for generating analytics and reporting on our side:
Datasource: Respond.io (omnichannel); CSM Shift (google sheet)
Data to be collected:
User = CS Agents
Conversations Assigned = Chats Quantity
Average First Response = no changes
Average First Assignment to First Response Time = no changes
Average Response Time = no changes
Contact Assignments Log (for example Conversation ID)
Report filtering
User / Agent
Shift (4 pm - 4 am Kyiv time)
Day/ Week / Month / Months
additional (up for the discussion)
Datasource: Respond.io (omnichannel); CSM Shift (google sheet)
Data to be collected:
User = CS Agents
Conversations Assigned = Chats Quantity
Average First Response = no changes
Average First Assignment to First Response Time = no changes
Average Response Time = no changes
Contact Assignments Log (for example Conversation ID)
Report filtering
User / Agent
Shift (4 pm - 4 am Kyiv time)
Day/ Week / Month / Months
additional (up for the discussion)
General view - separately first and last assignee
(up for discussion)
Table view, which shows information (metrics) for all agents for the selected period of time:
User (CS Agents)
Shift Task
Conversations Assigned (Chats Quantity)
Conversations Responded (Chats Quantity)
Average First Assignment to First Response Time
Average Response Time
At the end of the table - Total Average Numbers for the selected time period for the above metrics.
Calculation:
Average First Assignment to First Response Time - the metric calculates the response time of the agent from the moment the chat is assigned to him or her to the moment of the first notification. An important condition is that Average First Assignment to First Response Time is calculated only when the chat was opened by the customer.
Average First Response - the metric calculates the time of the customer's message until the first notification from the support agent. An important condition is that Average First Response Time is calculated only when the chat was opened by the customer.
Average Response Time is a metric that calculates the average response time for all chats where an agent participates.
Calculation Conditions:
Average First Assignment to First Response Time + Average First Response
You need to take into account the Shift Task set for the chat. If the task is Activation (A/ACT), it is not included in the metric calculation.
Ivan Brus
Our case study and the main reasons for the need to export via API.
We have our own analytical department and build our own multi-level analytics of user interaction, as it has a direct impact on churn rate, product satisfaction, etc.
The reports that are already in your UI are not enough for us + we want to connect user requests with their behavior and analyze it. Additionally, we are building a bonus system for the support team, which will be based on data from Respond on open conversations, closed conversations, number of messages, response and processing time, and much more.
Currently, it is not possible:
Upload data on conversations and messages to Bigquery, for example. There is only manual uploading, which will be an additional burden and risk in the analysis.
cannot upload information about open conversations.