Analytics

Introduction

Our Analytics JSON API allows you to easily integrate Userlike with your favorite third-party tracking software, CRM, or your own custom tracking solutions. Each API provides a download interface for all our tracked Analytics events, allowing you to enhance our data with your own. Also, you can create customized reports that incorporate your company setup or build aggregations and generate new insights by combining multiple data vectors. Below you find our general documentation as well as a detailed description of each API resource available. Please note that based on the timeouts defined for chats, some events might appear in your API requests with a short delay.
We prepared some cURL-based examples. With the help of the cURL tool you can test drive our API quickly from the command line. This should give you a straightforward understanding how to use our API.

Resource endpoints

Currently, the following resource endpoints are available via the Analytics JSON API:https://api.userlike.com
Resource endpoints
Description
Allowed methods
/api/um/v1/analytics/um_conversation_first_message/
Received first message in a conversation
GET
/api/um/v1/analytics/um_conversation_first_message_assignment_update/
Received first message in a conversation
GET
/api/um/v1/analytics/um_conversation_duration/
Conversation duration, guaranteed to be unique per conversation
GET
/api/um/v1/analytics/um_chat_messages_total/
Number of messages sent and received in a conversation session
GET
/api/um/v1/analytics/um_chat_messages_ct/
Messages sent in a conversation session
GET
/api/um/v1/analytics/um_chat_messages_co/
Messages received in a conversation session
GET
/api/um/v1/analytics/um_operator_status/
Change of operator status
GET
/api/um/v1/analytics/um_operator_slot_usage/
Operator chat slot utilization
GET
/api/um/v1/analytics/um_operator_response_time_first/
First response time in a conversation session
GET
/api/um/v1/analytics/um_operator_response_time_first_service_time/
First response time in a conversation session (service times considered)
GET
/api/um/v1/analytics/um_operator_response_time_conversation_first/
First response time in the first session of a conversation
GET
/api/um/v1/analytics/um_operator_response_time_conversation_first_service_time/
First response time in the first session of a conversation (service times considered)
GET
/api/um/v1/analytics/um_operator_response_time/
Response times per operator
GET
/api/um/v1/analytics/um_operator_response_time_service_time/
Response times per operator (service times considered)
GET
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first/
First response time in an unanswered conversation session with no previous operator messages
GET
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first_service_time/
First response time in an unanswered conversation session with no previous operator messages (service times considered)
GET
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session/
Response time in any unanswered conversation session
GET
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_service_time/
Response time in any unanswered conversation session (service times considered)
GET
/api/um/v1/analytics/um_conversation_rating/
A contact leaves a conversation rating, the actual value will be returned
GET
/api/um/v1/analytics/um_conversation_feedback/
A contact leaves feedback
GET
/api/um/v1/analytics/um_conversation_unanswered_live/
A live conversation reaches the timeout without an operator’s reply
GET
/api/um/v1/analytics/um_conversation_unanswered_ended/
A conversation ends without without a single operator message
GET
/api/um/v1/analytics/um_conversation_goal_reached/
A conversation goal is reached
GET
/api/um/v1/analytics/um_missed_opportunity/
A contact tries to start a new conversation while no operator is available
GET
/api/um/v1/analytics/um_conversation_topic/
A topic or a combination of topics is changed for a conversation
GET
/api/um/v1/analytics/um_conversation_topic_change/
Topic(s) were changed for a conversation
GET
/api/um/v1/analytics/um_conversation_pre_survey/
A pre-conversation survey is answered
GET
/api/um/v1/analytics/um_conversation_post_survey/
A post-conversation survey is answered
GET
/api/um/v1/analytics/um_contact_unique_visit/
A unique visitor is identified via cookie and starts a conversation
GET
/api/um/v1/analytics/um_contact_country/
A contact starts or resumes a conversation, their country is tracked once
GET
/api/um/v1/analytics/um_contact_browser/
A contact starts or resumes a conversation, their browser is tracked once
GET
/api/um/v1/analytics/um_contact_response_time_backchannel/
Contact response time to offline replies from operators
GET
/api/um/v1/analytics/um_contact_response_time_backchannel_service_time/
Contact response time to offline replies from operators (service times considered)
GET
/api/um/v1/analytics/um_conversation_category/
A conversation starts, its status is tracked based on the availability status of operator and contact
GET
/api/um/v1/analytics/um_conversation_part_category/
A conversation starts, its state is tracked based on the availability status of operator and contact
GET
/api/um/v1/analytics/um_chat_session_bot_forward_received/
A chatbot reassigns a conversation, the event is attributed to the receiving operator.
GET
You find the specifics of each resource further below, after our introduction of the Analytics JSON API’s general features.

API versioning

Currently we only offer one version of our Analytics JSON API: /v1/
You can access all endpoints either without version scheme or as described above by explicitly using the version in the URLs like this:
/api/um/v1/analytics/um_conversation_duration/
/api/um/v1/analytics/um_chat_messages_total/
/api/um/v1/analytics/um_conversation_first_message/
/api/um/v1/analytics/um_conversation_first_message_assignment_update/
/api/um/v1/analytics/um_chat_messages_ct/
/api/um/v1/analytics/um_chat_messages_co/
/api/um/v1/analytics/um_operator_status/
/api/um/v1/analytics/um_operator_slot_usage/
/api/um/v1/analytics/um_operator_response_time_first/
/api/um/v1/analytics/um_operator_response_time_first_service_time/
/api/um/v1/analytics/um_operator_response_time_conversation_first/
/api/um/v1/analytics/um_operator_response_time_conversation_first_service_time/
/api/um/v1/analytics/um_operator_response_time/
/api/um/v1/analytics/um_operator_response_time_service_time/
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first/
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first_service_time/
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session/
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_service_time/
/api/um/v1/analytics/um_conversation_rating/
/api/um/v1/analytics/um_conversation_feedback/
/api/um/v1/analytics/um_conversation_unanswered_live/
/api/um/v1/analytics/um_conversation_unanswered_ended/
/api/um/v1/analytics/um_conversation_goal_reached/
/api/um/v1/analytics/um_conversation_reopen/
/api/um/v1/analytics/um_missed_opportunity/
/api/um/v1/analytics/um_conversation_topic/
/api/um/v1/analytics/um_conversation_topic_change/
/api/um/v1/analytics/um_conversation_pre_survey/
/api/um/v1/analytics/um_conversation_post_survey/
/api/um/v1/analytics/um_contact_unique_visit/
/api/um/v1/analytics/um_contact_country/
/api/um/v1/analytics/um_contact_browser/
/api/um/v1/analytics/um_contact_response_time/
/api/um/v1/analytics/um_contact_response_time_service_time/
/api/um/v1/analytics/um_conversation_category/
/api/um/v1/analytics/um_conversation_part_category/
/api/um/v1/analytics/um_chat_session_bot_forward_received/
Future new versions will be described here and follow the naming scheme "v{integer}", for example: /v2/. Endpoint URLs without version scheme will always default to the latest version.
Our APIs are constantly evolving, but we are striving to implement any new features in a backwards compatible way. If breaking changes are necessary, we will introduce a new API version. Examples for breaking changes are:
Removing, renaming, or moving API entities.Changing or removing functionality.Making optional parameters or properties mandatory.
Non-breaking changes, like new endpoints or new optional properties, can happen anytime.When we deprecate older versions of the API, we will provide at least 90 days of notice.

Authentication

All API requests must be authenticated with an API token, that means the API token must be passed as an authorization header with each request:
javascript
curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/"
Userlike offers two types of authentication tokens: the “customer authentication token,” allowing access to the resources of all organizations, and the “organization authentication token,” allowing access to the resources of a single organization.

Organization authentication token

The organization authentication token gives you access to the resources of Analytics data of a single organization. You find it in your Dashboard under Chat tools > API token:
Image without caption

Customer authentication token

The customer authentication token gives you access to the resources of Analytics data for all organizations. You find it in your Dashboard under Account > API:
Image without caption

API rate limits

You can send up to 10 API requests per minutes to our Analytics API. After the resource limit is reached, you’ll receive a response with HTTP status code 429 (too many requests).https://api.userlike.com
Resource (per organization)
Methods
combined requests/minute
/api/um/v1/analytics/um_conversation_first_message/
GET
10
/api/um/v1/analytics/um_conversation_first_message_assignment_update/
GET
10
/api/um/v1/analytics/um_conversation_duration/
GET
10
/api/um/v1/analytics/um_chat_messages_total/
GET
10
/api/um/v1/analytics/um_chat_messages_ct/
GET
10
/api/um/v1/analytics/um_chat_messages_co/
GET
10
/api/um/v1/analytics/um_operator_status/
GET
10
/api/um/v1/analytics/um_operator_slot_usage/
GET
10
/api/um/v1/analytics/um_operator_response_time_first/
GET
10
/api/um/v1/analytics/um_operator_response_time_first_service_time/
GET
10
/api/um/v1/analytics/um_operator_response_time_conversation_first/
GET
10
/api/um/v1/analytics/um_operator_response_time_conversation_first_service_time/
GET
10
/api/um/v1/analytics/um_operator_response_time/
GET
10
/api/um/v1/analytics/um_operator_response_time_service_time/
GET
10
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first/
GET
10
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_first_service_time/
GET
10
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session/
GET
10
/api/um/v1/analytics/um_operator_response_time_to_unanswered_session_service_time/
GET
10
/api/um/v1/analytics/um_conversation_rating/
GET
10
/api/um/v1/analytics/um_conversation_feedback/
GET
10
/api/um/v1/analytics/um_conversation_unanswered_live/
GET
10
/api/um/v1/analytics/um_conversation_unanswered_ended/
GET
10
/api/um/v1/analytics/um_conversation_inactivity_action/
GET
10
/api/um/v1/analytics/um_conversation_goal_reached/
GET
10
/api/um/v1/analytics/um_conversation_reopen/
GET
10
/api/um/v1/analytics/um_missed_opportunity/
GET
10
/api/um/v1/analytics/um_conversation_topic/
GET
10
/api/um/v1/analytics/um_conversation_topic_change/
GET
10
/api/um/v1/analytics/um_conversation_pre_survey/
GET
10
/api/um/v1/analytics/um_conversation_post_survey/
GET
10
/api/um/v1/analytics/um_contact_unique_visit/
GET
10
/api/um/v1/analytics/um_contact_country/
GET
10
/api/um/v1/analytics/um_contact_browser/
GET
10
/api/um/v1/analytics/um_contact_response_time_backchannel/
GET
10
/api/um/v1/analytics/um_contact_response_time_backchannel_service_time/
GET
10
/api/um/v1/analytics/um_conversation_session_count/
GET
10
/api/um/v1/analytics/um_conversation_session_duration_live/
GET
10
/api/um/v1/analytics/um_conversation_session_duration_offline/
GET
10
/api/um/v1/analytics/um_conversation_session_duration_re_engage/
GET
10
/api/um/v1/analytics/um_conversation_status_duration/
GET
10
/api/um/v1/analytics/um_conversation_unassigned_duration/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_live/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_offline/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_re_engage/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_group_live/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_group_offline/
GET
10
/api/um/v1/analytics/um_chat_session_manual_forward_group_re_engage/
GET
10

Filtering

You can filter the results of each resource’s endpoint. The filters you choose apply to all resources. Here we’ll highlight the details of each Analytics filter.

Organization filter

By default, the resources returned by all Analytics endpoints are returned for all organizations.
javascript
# fetch operator status events for the defined organization curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?organization_id=3" # Operator status events, for the current day { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Widget filter

By default, the resources returned by all Analytics endpoints are returned for all Widgets.
javascript
# fetch operator status events for the defined widget curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?um_widget_id=7" # Operator status events, for the defined widget { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Operator filter

By default, the resources returned by all Analytics endpoints are returned for all operators.
javascript
# fetch operator status events for the defined operator curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?operator_id=5" # Operator status events, the defined operator { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Operator group filter

By default, the resources returned by all Analytics endpoints are returned for all operator groups.
javascript
# fetch operator status events for the defined operator group curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?operator_group_id=2" # Operator status events, for the defined operator group { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Date and time filter

By default, the resources returned by all Analytics endpoints are returned for the current day. If only one of the date filters is used, it will default to that single day. The required format for all date filters is YYYY-mm-dd expected to be in UTC time zone.
javascript
# fetch operator status events for the defined day curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?event_date=2020-05-05" # Operator status events, for the defined day { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline' }, ... ] } # fetch operator status events for the defined day curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?event_date_from=2020-05-05" # Operator status events, for the defined day { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline' }, ... ] } # fetch operator status events for the defined day curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?event_date_to=2020-05-05" # Operator status events, for the defined day { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-04T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline' }, ... ] } # fetch operator status events for the defined daterange curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?event_date_from=2020-05-05&event_date_to=2020-05-07" # Operator status events, for the defined daterange { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline' }, ... ] }
If needed, the filters 'event_date_from' and 'event_date_to' can be enhanced with time filters in the format YYYY-mm-ddTHH:MM:SS. Please note that it is not possible to request data for a time period larger than 93 days with a single request.
javascript
# fetch operator status for the defined timerange curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?event_date_from=2020-05-05T12:30:00&event_date_to=2020-05-07T12:00:00" # Operator status events, for the defined timerange { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'available', 'conversation_id': 13, 'conversation_part_id': 226, 'conversation_session_id': 221 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Chatbot filter

By default, the resources returned by all Analytics endpoints are returned for operators.
If needed, the 'operator_mode' filter can be applied to limit the data set to only data points that have been logged while a human operator (operator_mode=human) or chatbot (operator_mode=bot) operator was involved. Please note that you cannot use this filter with multiple keywords.
javascript
# fetch operator status events for all operators (default) curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?operator_mode=hybrid" # Operator status events, the all operators { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] } # fetch operator status events for all human operators curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?operator_mode=human" # Operator status events, the human operators { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': False, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] } # fetch operator status events for all chat_bot operators curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?operator_mode=bot" # Operator status events, the chatbot operators { "results": [ { 'operator_group_id': 2, 'operator_id': 101, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None 'is_chatbot_metric': True, 'human_interaction': None, 'chatbot_interaction': None, }, ... ] }

Combining filters

You can also apply several filters to an API request. Just connect additional filters with an “and”, the selection will return all resource items that match each filter criterion.
javascript
# filter all conversations for a certain operator and a certain contact curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \ "https://api.userlike.com/api/um/v1/analytics/um_operator_status/?um_widget_id=7&operator_id=5" # filtered results that match um_widget_id and operator_id { "results": [ { 'operator_group_id': 2, 'operator_id': 5, 'organization_id': 3, 'time': '2020-05-05T01:25:33', 'um_widget_id': [7, 8], 'value': None, 'value_str': 'offline', 'conversation_id': None, 'conversation_part_id': None, 'conversation_session_id': None }, ... ] }
The more filters you add, the more specific your request will be and chances are that there are no items matching all criteria.

Multiple keywords

You can search for multiple keywords in one request by providing the parameter with a white-space-separated value. Since you cannot use literal whitespaces in your request URLs, use one of the following encodings:
Encoding
Value
Example
"Percent" encoding
%20
?um_widget_id=3%204
"Plus" encoding
+
?um_widget_id=3+4
You can use multiple keywords by connecting them with a “+”. Still, they’ll follow an “or” logic, which means that a search for um_widget_id “3+4” will return results that match either the first or the second Widget ID:

Data point format

Each resource yields a list of data points in the following format:
Key
Data type
Remarks
um_widget_id
list of numbers
organization_id
number
operator_id
number
Not available for um_missed_opportunity
operator_group_id
number
Not available for um_missed_opportunity
time
list of numbers
value
number
Relevance depends on accessed resource
value_str
string
Relevance depends on accessed resource
conversation_id
number
Only available if the metric was tracked based on a conversation event (this will also include some but not all entries for um_operator_statusum_operator_slot_usage)
conversation_part_id
number
Only available if the metric was tracked based on an individual conversation session event (this also includes some but not all entries for um_operator_statusum_operator_slot_usage)
conversation_session_id
number
Only available if the metric was tracked based on an individual conversation session event (this also includes some but not all entries for um_operator_statusum_operator_slot_usage)
is_chatbot_metric
boolean
True if the associated operator while tracking this data point was a chatbot, a detailed explanation on how to interpret is_chatbot_metricchatbot_interactionand human_interactioncan be found in the examples
chatbot_interaction
boolean
Shows the progression in an individual conversation. Only available if the metric was tracked for a conversation event.
human_interaction
boolean
Shows the progression in an individual conversation. Only available if the metric was tracked for a conversation event.

Resources

Resource
Description
'value'
'value_str'
Remarks
um_operator_status
Operator status changes, due to an explicit operator action or slot change
onlineslots_fullawayoffline
um_operator_slot_usage
An operator’s number of occupied chat slots changes
Current chat slot utilization of the operator in percent
Exact number of occupied slots and maximum number of slots set for the operator, in the form: 'current_slots':'total_slots'
um_conversation_topic
Latest topic(s) set for a specific conversation
IDs of set topic(s)
Verbose names of topic(s)
Counts only 1 event per conversation (the latest change)
um_conversation_pre_survey
A pre-conversation survey is answered
Index ID of selected option
Verbose label of selected option
um_conversation_post_survey
A post-conversation survey is answered
Index ID of selected option
Verbose label of selected option
um_contact_browser
A contact’s browser is identified during a conversation
Browser identification
um_contact_country
A contact’s country is identified during a conversation
Country identification
um_conversation_duration
The duration of a conversation when it ends
Duration in seconds
Multiple events can occur if a conversation is resumed and ends again
um_conversation_first_message
The first message in a conversation is sent
Message could be from operator or contact
um_conversation_first_message_assignment_update
The first message in a conversation is sent
Message could be from operator or contact. This metric is identical to um_conversation_first_messagebut the assigned operator will be updated according to the state of the corresponding conversation.
um_conversation_rating
A contact rates a conversation
Rating value selected by contact
Only tracks the latest rating in a conversation
um_conversation_feedback
A contact leaves feedback in a conversation
1
Only tracks the occurrence of the feedback not its content
um_chat_messages_total
A message is sent or received in a conversation
Message count
Tracked at the end of a conversation session
um_chat_messages_ct
An operator sends a message in a conversation session
Message count
Tracked at the end of a conversation session
um_chat_messages_co
Counts all messages received in a conversation session
Message count
Tracked at the end of a conversation session
um_conversation_unanswered_live
A live conversation session times out without an operator reply
1
Only tracks 1 event per conversation, even if the contact made another conversation attempt. Counts only if an operator was online, ignores slot status
um_conversation_unanswered_ended
A conversation ends without an operator reply
1
Only tracks 1 event per conversation
um_conversation_inactivity_action
The system triggers an inactivity prevention action for a conversation based on the Widget’s settings under Chat > Behavior > Inactivity prevention.
1
status_unassignstatus_reassign_failstatus_reassignactive_notificationactive_reassign_failactive_reassignoffline_reassign_failoffline_reassign
um_conversation_goal_reached
A conversation goal is reached
ID of goal reached
Name of the actual goal reached
um_conversation_reopen
An ended conversation is resumed
1
New status after conversation is resumed
um_missed_opportunity
A contact tries to start a new conversation while no operator is available
1
ID of the relevant conversation as text value
um_contact_unique_visit
A unique visitor is identified via cookie and starts a conversation
1
ID of the relevant conversation as text value
Event is registered at the end of the conversation session
um_operator_response_time_first
The first response time of an operator in a conversation session
Response time in seconds
Tracked at the first operator response
um_operator_response_time_first_service_time
The first response time of an operator in a conversation session (service times considered)
Response time in seconds
Tracked at the first operator response. Service time needs to be enabled.
um_operator_response_time_conversation_first
The first response of an operator in the first session of a conversation
Response time in seconds
Tracked at the first operator response
um_operator_response_time_conversation_first_service_time
The first response of an operator in the first session of a conversation (service times considered)
Response time in seconds
Tracked at the first operator response. Service time needs to be enabled.
um_operator_response_time
Response time of an operator in a conversation session
Response time in seconds
Tracked for all but the first operator response.
um_operator_response_time_service_time
Response time of an operator in a conversation session (service times considered)
Response time in seconds
Tracked for all but the first operator response. Service time needs to be enabled.
um_operator_response_time_to_unanswered_session_first
Response time in the first session of a conversation started while no operator was available
Response time in seconds
um_operator_response_time_to_unanswered_session_first_service_time
Response time in the first session of a conversation started while no operator was available (service times considered)
Response time in seconds
Service time needs to be enabled.
um_operator_response_time_to_unanswered_session
Response time in a conversation session started while no operator was available
Response time in seconds
um_operator_response_time_to_unanswered_session_service_time
Response time in a conversation session started while no operator was available (service times considered)
Response time in seconds
Service time needs to be enabled.
um_conversation_part_category
A conversation starts, its status is tracked based on the availability status of operator and contact
1
liveofflinere-engage
um_contact_response_time_backchannel
Response time of a contact to an asynchronous operator reply.
Response time in seconds
um_contact_response_time_backchannel_service_time
Response time of a contact to an asynchronous operator reply (service times considered)
Response time in seconds
Service time needs to be enabled.
um_conversation_session_count
Number of sessions in a conversation
Number of conversation sessions
The value is updated with each new session, while the event time remains that of the first session.
um_conversation_session_duration_live
Duration of a conversation session in which operator and contact were active at the same time
Session duration in seconds
live
um_conversation_session_duration_offline
Duration of a conversation session in which only the contact was active
Session duration in seconds
offline
Please note that the Analytics dashboard aggregates “offline” and “re_engage” into a single graph.
um_conversation_session_duration_re_engage
Duration of a conversation session in which only operators was active
Session duration in seconds
re-engage
Please note that the Analytics dashboard aggregates “offline” and “re_engage” into a single graph.
um_conversation_status_duration
Duration that a conversation stays in any active status (“New”, “Open”, “Pending”).
Duration in seconds
Status value
There is one record for each of the status values per conversation.
um_conversation_unassigned_duration
Duration that a conversation stays unassigned while in an active status (“New”, “Open”, “Pending”).
Duration in seconds
The values are only recorded and updated when the conversation is assigned to an operator or ended without assignee. Only one value per conversation per status value is recorded.
um_chat_session_manual_forward_live
Number of times a live conversation session was reassigned to an operator
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 'live' the session state at moment of the reassignement is considered
um_chat_session_manual_forward_offline
Number of times an offline conversation session was reassigned to an operator
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 'offline' the session state at moment of the reassignement is considered
um_chat_session_manual_forward_re_engage
Number of times a re-engage conversation session was reassigned to an operator
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 're-engage' the session state at moment of the reassignement is considered
um_chat_session_manual_forward_group_live
Number of times a live conversation session was reassigned to an operator group
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 'live' the session state at moment of the reassignement is considered
um_chat_session_manual_forward_group_offline
Number of times an offline conversation session was reassigned to an operator group
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 'offline' the session state at moment of the reassignement is considered
um_chat_session_manual_forward_re_group_engage
Number of times a re-engage conversation session was reassigned to an operator group
1
Textual compound containing operator ids for 'from', 'to' and 'by'
To categorize the event as 're-engage' the session state at moment of the reassignement is considered
um_chat_session_bot_forward_received
A conversation is initially assigned to a chatbot and then reassigned to another operator.
1

Resource Details

Resource
Resource value
Description
um_operator_status
online
Operator is available and has open slots
um_operator_status
slots_full
Operator is available but all slots are full
um_operator_status
away
Operator is set to away
um_operator_status
offline
Operator is offline
um_operator_status
removed_widget
Operator is removed from Widget routing
um_conversation_inactivity_action
status_reassign
A conversation remained in the “New” or “Open” status for too long (based on your Widget settings) without the assigned operator reacting to it. To not keep the contact waiting, the respective conversation was unassigned, indicating to all available operators that an action is required.
um_conversation_inactivity_action
status_unassign
A conversation remained in the “New” or “Open” status for too long (based on your Widget settings) without the assigned operator reacting to it. To not keep the contact waiting, the respective conversation was assigned to a different, available operator.
um_conversation_inactivity_action
status_reassign_fail
A conversation remained in the “New” or “Open” status for too long (based on your Widget settings) without the assigned operator reacting to it. Still, the conversation could not be reassigned as none of the other operators had any free chat slots. If this event occurs more frequently, we suggest to increase your overall availability by adding more operators or increasing the existing operators’ number of chat slots.
um_conversation_inactivity_action
active_notification
The assigned operator of a live conversation did not reply in time (based on your Widget settings). The respective contact was notified about this.
um_conversation_inactivity_action
active_reassign
The assigned operator did not reply in time (based on your Widget settings). To not keep the contact waiting, the respective conversation was assigned to a different, available operator. Please note that this event is also triggered if the event Inactivity message sent was triggered before.
um_conversation_inactivity_action
active_reassign_fail
The assigned operator did not reply in time (based on your Widget settings). Still, the conversation could not be reassigned as none of the other operators had any free chat slots.
um_conversation_inactivity_action
offline_reassign
A contact resumed a conversation while the last assigned operator was not available.
um_conversation_inactivity_action
offline_reassign_fail
A contact resumed a conversation while the last assigned operator was not available. Still, the conversation could not be reassigned as none of the other operators had any free chat slots.
um_conversation_category
live
Conversation is started by operator or contact while both are available
um_conversation_category
offline
Conversation is started by contact while operator is unavailable
um_conversation_category
re-engage
Conversation is started by operator while contact is unavailable
um_conversation_part_category
live
Conversation part is started while both operator and contact are online and a slot is reserved
um_conversation_part_category
offline
Conversation part is started either while only the contact is online or contact and operator are online while no slot is reserved
um_conversation_part_category
re-engage
Conversation part is started while only the contact is online

Python examples

We prepared a few examples on how to access the Userlike Analytics API using Python. It’s pretty straightforward, we use the Python library “requests” for the HTTP requests, always adding the required Authorization headers.
More complex example: Calculate 'online', 'away', 'offline' durations for a single operator in a defined timeframe
This larger example shows you how to combine and interpret the data, to access individual operator IDs, please refer to our JSON API tutorial
javascript
import os import datetime import requests API_TOKEN = os.environ.get("API_TOKEN") or "e56fb4ac-f430-3cff-a297-d531f772edaf" API_HOST = os.environ.get("API_HOST") or "https://api.userlike.com" headers = {"Authorization": API_TOKEN} ACTIVE_STATES = ["online", "slots_full"] AWAY_STATES = ["away"] OFFLINE_STATES = ["offline"] def get_operator_availability(date_from, date_to, operator_id): filter_params = { "event_date_from": date_from, "event_date_to": date_to, "operator_id": "%s" % operator_id, } metric = "um_operator_status" resp = requests.get( "{}/api/um/v1/analytics/{}/".format(API_HOST, metric), headers=headers, params=filter_params, verify=False, ) assert resp.status_code == 200 result_data = sorted(resp.json()["results"], key=lambda i: i["time"]) online_duration = 0 away_duration = 0 offline_duration = 0 # this script assumes that the operator begins the day by logging in and entering the UMC # therefore the first expected resp_item will be the switch to online # depending on the usage this needs to be adjusted or calculated based on previous events last_state = "offline" last_timestamp = datetime.datetime.strptime(date_from, "%Y-%m-%d") for resp_item in result_data: assert int(resp_item["operator_id"]) == int(operator_id) cur_state = resp_item["value_str"] event_time = datetime.datetime.strptime(resp_item["time"], "%Y-%m-%dT%H:%M:%S") frame_duration = None # we register a state change if last_state not in ACTIVE_STATES and cur_state in ACTIVE_STATES: frame_duration = (event_time - last_timestamp).total_seconds() elif last_state not in AWAY_STATES and cur_state in AWAY_STATES: frame_duration = (event_time - last_timestamp).total_seconds() elif last_state not in OFFLINE_STATES and cur_state in OFFLINE_STATES: frame_duration = (event_time - last_timestamp).total_seconds() if frame_duration is not None: if last_state in ACTIVE_STATES: online_duration += frame_duration elif last_state in AWAY_STATES: away_duration += frame_duration elif last_state in OFFLINE_STATES: offline_duration += frame_duration last_state = cur_state last_timestamp = event_time day_end = datetime.datetime.strptime(date_to, "%Y-%m-%d") + datetime.timedelta(1) # add remaining time after last event if last_state in ACTIVE_STATES: online_duration += (day_end - last_timestamp).total_seconds() if last_state in AWAY_STATES: away_duration += (day_end - last_timestamp).total_seconds() if last_state in OFFLINE_STATES: offline_duration += (day_end - last_timestamp).total_seconds() online_duration /= 60.0 # convert duration from seconds to minutes away_duration /= 60.0 # convert duration from seconds to minutes offline_duration /= 60.0 # convert duration from seconds to minutes print( "Operator with id: {} was {} minutes available from {} to {}".format( operator_id, online_duration, date_from, date_to ) ) print( "Operator with id: {} was {} minutes set to away from {} to {}".format( operator_id, away_duration, date_from, date_to ) ) print( "Operator with id: {} was {} minutes offline from {} to {}".format( operator_id, offline_duration, date_from, date_to ) ) if __name__ == "__main__": operator_id = 455 date_from = "2020-01-05" date_to = "2020-01-10" get_operator_availability(date_from, date_to, operator_id)
This larger example shows you how to cluster data and interpret various data points with respect to chatbot and/or human interactions.
javascript
import os import datetime import requests API_TOKEN = os.environ.get("API_TOKEN") or "e56fb4ac-f430-3cff-a297-d531f772edaf" API_HOST = os.environ.get("API_HOST") or "https://api.userlike.com" headers = {"Authorization": API_TOKEN} # SAMPLE_DATA = [ # # This datapoint was tracked for a conversation where human and chatbot operators interacted # # chatbot_interaction = True # # human_interaction = True # # and we know the currently assigned operator is a human (at the moment this event was recorded) # # is_chatbot_metric = False # { # "operator_id": 1004, # "operator_group_id": 929, # "organization_id": 628, # "conversation_id": 877, # "conversation_part_id": 1163, # "conversation_session_id": 1163, # "um_widget_id": [768], # "time": "2021-01-05 20:00:00", # "human_interaction": True, # "chatbot_interaction": True, # "is_chatbot_metric": False, # "value": 5, # "value_str": None, # }, # # This datapoint was tracked for a conversation where only chatbot operators interacted # # chatbot_interaction = True # # human_interaction = False # # and we know the currently assigned operator is a chatbot (at the moment this event was recorded) # # is_chatbot_metric = True # { # "operator_id": 1005, # "operator_group_id": 929, # "organization_id": 628, # "conversation_id": 878, # "conversation_part_id": 1164, # "conversation_session_id": 1164, # "human_interaction": False, # "um_widget_id": [768], # "time": "2021-01-05 21:00:00", # "chatbot_interaction": True, # "is_chatbot_metric": True, # "value": 7, # "value_str": None, # }, # # This datapoint was tracked for a conversation where human and chatbot operators interacted # # chatbot_interaction = True # # human_interaction = True # # and we know the currently assigned operator is a human (at the moment this event was recorded) # # is_chatbot_metric = False # { # "operator_id": 1006, # "operator_group_id": 929, # "organization_id": 628, # "conversation_id": 879, # "conversation_part_id": 1165, # "conversation_session_id": 1165, # "human_interaction": True, # "um_widget_id": [768], # "time": "2021-01-05 22:00:00", # "chatbot_interaction": True, # "is_chatbot_metric": False, # "value": 11, # "value_str": None, # }, # # This datapoint was tracked for a conversation where only human operators interacted # # chatbot_interaction = False # # human_interaction = True # # and we know the currently assigned operator is a human (at the moment this event was recorded) # # is_chatbot_metric = False # { # "operator_id": 1004, # "operator_group_id": 929, # "organization_id": 628, # "conversation_id": 880, # "conversation_part_id": 1166, # "conversation_session_id": 1166, # "um_widget_id": [768], # "time": "2021-01-05 20:00:00", # "human_interaction": True, # "chatbot_interaction": False, # "is_chatbot_metric": False, # "value": 13, # "value_str": None, # }, # # This datapoint was tracked for a conversation where only define that only humans interacted # # chatbot_interaction = False # # human_interaction = True # # operator_id = None # # this can be because the operator was unassigned or no operator could be routed successfull # # (in which case it showed up in a human operator unassigned inbox, so a human must have either unassigned it # # or ignored it until this event was recorded) # # and we know the currently assigned operator is a human (at the moment this event was recorded) # # is_chatbot_metric = False # { # "operator_id": None, # "operator_group_id": None, # "organization_id": 628, # "conversation_id": 881, # "conversation_part_id": 1167, # "conversation_session_id": 1167, # "um_widget_id": [768], # "time": "2021-01-05 20:00:00", # "human_interaction": True, # "chatbot_interaction": False, # "is_chatbot_metric": False, # "value": 3, # "value_str": None, # }, # ] def download_data(date_from, date_to): filter_params = { "event_date_from": date_from, "event_date_to": date_to, } metric = "um_chat_messages_co" resp = requests.get( "{}/api/um/v1/analytics/{}/".format(API_HOST, metric), headers=headers, params=filter_params, verify=False, ) assert resp.status_code == 200 result_data = sorted(resp.json()["results"], key=lambda i: i["time"]) return result_data def cluster_data(data_set): data_cluster = {} for itm in data_set: cluster_name = "" if itm["chatbot_interaction"] and itm["human_interaction"]: cluster_name = "Conversation where human and chatbot operators interacted" elif itm["chatbot_interaction"] and not itm["human_interaction"]: cluster_name = "Conversation where only chatbot operators interacted" elif not itm["chatbot_interaction"] and itm["human_interaction"]: cluster_name = "Conversation where only human operators interacted" if cluster_name not in data_cluster.keys(): data_cluster[cluster_name] = [itm["value"]] else: data_cluster[cluster_name].append(itm["value"]) return data_cluster def print_average(clustered_data): for key, value in clustered_data.items(): averaged = sum(value) / len(value) print("{}: {}".format(key, averaged)) def get_average_co_messages_per_interaction_type(date_from, date_to): data_set = download_data(date_from, date_to) clustered_data = cluster_data(data_set) print_average(clustered_data) if __name__ == "__main__": date_from = "2021-01-05" date_to = "2021-01-10" get_average_co_messages_per_interaction_type(date_from, date_to)

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