Analytics

javascript
curl --header "Authorization: e56fb4ac-f430-3cff-a297-d531f772edaf" \
     "https://api.userlike.com/api/um/v1/analytics/um_operator_status/"

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,
        },
        ...
    ]
}

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,
        },
        ...
    ]
}

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,
        },
        ...
    ]
}

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,
        },
        ...
    ]
}

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'
        },
        ...
    ]
}

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,
        },
        ...
    ]
}

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,
        },
        ...
    ]
}

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
        },
        ...
    ]
}

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)

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)