Latest revision as of 17:59, 11 November 2019

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API Description

Authenticate

Authenticate user on server. In the case of successful authentication, the server sets session cookies.

Note that the user must have privileges "Access Realtime Stats API", "View real-time agent metrics", and "View real-time service metrics" enabled, as well as be the assigned supervisor for the corresponding teams.

URI

https://{host:port}/statsapi/auth

HTTP Method

POST

Body

{
    "tenant_url" : "<tenant_url>",
    "username" : "<username>",
    "password" : "<password>"
}

Response

401 – Unauthorized
200 – OK

{
    "token": <token>
}

The token has the same value that is set in the server cookie. The cookie can also be supplied manually on a request using Cookie header.

Cookie:X-STATSAPI-TOKEN=88d41319-cb02-4d9a-a1f3-bd2611cd7f68; X-STATSAPI-TENANT=tenant.brightpattern.com; X-STATSAPI-LOGIN=john.smith

The cookie is valid until next user login into any wallboard (one cookie per user).

Create subscription

Creates subscription for specific set of metrics. Each client can have only one active subscription.

URI

https://{host:port}/statsapi/subscription

HTTP Method

POST

Body

{
    "<app id>": {
        "stats_totals": ["statistic name" ], //array of statistics
        "service_grids": [//array of service grid definitions 
            {
                "id": "<grid Id>",
                "columns": [//array of stats for columns
                    {
                        "id": "<column id>",
                        "stat_name": "<statistic protocol name>|SUM", 
                        "sum_stat_names": ["<(optional)list of statistic protocol name for sum>"]
                    }
                ], 
                "order_by": "<column id>",
                "order_dir": "ASC|DESC",
                "limit": "<count of top records>",
                "filter_by": "<column id>",
                "filter_value": "<value>",
                "filter_operation": "EQ|NE|LT|GT|LE|GE"
            }
        ],
        "agent_grids": [ //array of agent grid definitions  
            {
                "id": "<grid Id>",
                "columns": [//array of stats for columns
                    {
                        "id": "<column id>",
                        "stat_name": "<statistic protocol name>|SUM", 
                        "dispositions": ["<(optional)list of dispositions>"],
                        "sum_stat_names": ["<(optional)list of statistic protocol name for sum>"]
                    }
                ], 
                "order_by": "<column id>",
                "order_dir": "ASC|DESC",
                "limit": "<count of top records>",
                "filter_by": "<column id>",
                "filter_value": "<value>",
                "filter_operation": "EQ|NE|LT|GT|LE|GE"
            }
        ]
        "chat_messages": {//top of internal chat messages  
        "filter": "<filter by message content>",
        "limit": "<count of top records>"
        },
    }
}

Response

400 – Bad Request

{
    "error_code": <error code>,
    "error_message": "<error message>"
}

401 – Unauthorized
409 – limit of active subscriptions exceeded for tenant
200 – OK subscription was created

Delete subscription

Deletes active subscription, clears data cache on server

URI

https://{host:port}/statsapi/subscription/active

HTTP Method

DELETE

Get available agents

Gets "true" or "false" value for agents ready to handle a specific service.

Note: No authentication or subscription is needed.

Request

URI

https://<tenant_url>/statsapi/info/check_available_agents?tenantUrl=<tenant_url>&service=<service_name>

HTTP Method

GET

Request Parameters

Parameter	Description	Example
tenantUrl	URL of your contact center; the same as "tenant_url" specified in URI	"my-company.brightpattern.com"
service	Name of service	"Customer Support"

Response

In response to a successful request, you get code "200 OK" with JSON.

Example Response

{
    “availability”: [ true | false ] 
}

Response Codes

Request Parameters

Code	Description
200	OK

Response Parameters

Parameter	Description
True	"Number of ready agents" > 0 for the specific service (i.e., at least one agent is available)
False	"Number of ready agents" is 0 for the specific service (i.e., no agent is available)

Get dispositions

Gets disposition names for all supervised services.

URI

https://{host:port}/statsapi/cfg/dispositions

HTTP Method

GET

URL Parameters

agentCanSelect = 1
inbound = 1
outbound = 1
preview = 1

Response

401 – Unauthorized
200 – OK

{
    "dispositions": ["<disposition name>", ...] 
}

Get file

Gets the audio file of a recording.

URL

http[s]://<host>:<port>/admin/ws/t/<tenant_url>/recordings/audio?giid=<GIID>&stepid=<stepId>

HTTP Method

GET

Body

Empty

RESULT

Audio file (WAV)

Response Codes

200 – Success
401 – Authentication failed
403 – User authenticated, but does not have sufficient privileges
404 - File not found

Get subscription data

Gets statistics data of an active subscription.

URI

https://{host:port}/statsapi/subscription/data

HTTP Method

GET

Response

401 – Unauthorized
404 – Bad Request (There is no active subscription)
204 –No Content (Data is not ready yet)
200 – OK

{
    {
        "<app id>": {
        "stats_totals": {//array of single statistics
        "<statistic name>": <statistic value>
    }, 
    "service_grids": [//array of service grids 
        {
            "id": "<grid Id>",
            "values": [
                {
                    "<column id>": "<statistic value>"
                }
            ]
        }
    ],
    "agent_grids": [ //array of agent grids 
        {
            "id": "<grid Id>",
            "values": [
                {
                    "<column id>": "<statistic value>"
                }
            ]
        }
    ],
    "chat_messages": [
        {
            "id": "<message id>",
            "login_id": "<sender loginId>",
            "first_name": "<sender first name>",
            "last_name": "<sender last name>",
            "send_time": "<utc timestamp>",
            "is_urgent": "1|0",
            "content": "<chat message>"
        }
    ]
    }
}

Next >

@@ Line 117: / Line 117: @@
 Gets "true" or "false" value for agents ready to handle a specific service.
-=== URI ===
+'''Note:''' No authentication or subscription is needed.
-https://{tenant_url:port}/statsapi/info/check_available_agents?service={service-name}
+=== Request ===
+==== URI ====
+https://<tenant_url>/statsapi/info/check_available_agents?tenantUrl=<tenant_url>&service=<service_name>
-=== HTTP Method ===
+==== HTTP Method ====
 GET
-'''Note:''' No authentication or subscription is needed.
+==== Request Parameters ====
+{|border="1" style="border-collapse:collapse" cellpadding="5"
+| '''Parameter'''
+| '''Description'''
+| '''Example'''
+|-
+| tenantUrl
+| URL of your contact center; the same as "tenant_url" specified in URI
+| "my-company.brightpattern.com"
+|-
+| service
+| Name of service
+| "Customer Support"
+|}
 === Response ===
-*200 – OK
+In response to a successful request, you get code "200 OK" with JSON.
+==== Example Response ====
   {
       “availability”: [ true | false ]
   }
-*True – "Number of ready agents" > 0 for the specific service (i.e., at least one agent is available)
+==== Response Codes ====
-*False – "Number of ready agents" is 0 for the specific service (i.e., no agent is available)
+==== Request Parameters ====
+{|border="1" style="border-collapse:collapse" cellpadding="5"
+| '''Code'''
+| '''Description'''
+|-
+| 200
+|OK
+|}
+==== Response Parameters ====
+{|border="1" style="border-collapse:collapse" cellpadding="5"
+| '''Parameter'''
+| '''Description'''
+|-
+| True
+| "Number of ready agents" > 0 for the specific service (i.e., at least one agent is available)
+|-
+| False
+| "Number of ready agents" is 0 for the specific service (i.e., no agent is available)
+|}
@@ Line 174: / Line 211: @@
 === RESULT ===
 Audio file (WAV)
-=== Response Codes ===
-* 200 – Success
-* 401 – Authentication failed
-* 403 – User authenticated, but does not have sufficient privileges
-* 404 - File not found
-== Get metadata ==
-Gets the metadata of a recording.
-=== URL ===
- http[s]://<host>:<port>/admin/ws/t/<tenant_url>/recordings/metadata?giid=<GIID>&stepid=<stepId>
-=== HTTP Method ===
-GET
-=== Body ===
-Empty
-=== RESULT ===
-JSON object
-==== Example ====
- {
- "Start Time":"08/10/2017 10:18:32 AM PDT -07:00",
- "Agent loginId":null,
- "Agent First Name":null,
- "Agent Last Name":null,
- "Customer phone":"3001",
- "Direction":"INBOUND",
- "Service":null,
- "Disposition":null,
- "Notes":"",
- "Voice Signature":"0",
- "Flagged":"0",
- "Talk Time":"0:23",
- "RecordingId":"20170810101832_3001_A3BF72D5E65846F1A2387CA11F7AD4ED.wav",
- "Global Interaction ID":"F663B850-6FC4-4B5E-9DC4-69E62FADD0E4",
- "Review URL":"https://example.com/admin?giid=40C6CA6E-98E2-4116-86EF-925883CFFE36&stepId=A3BF72D5-E658-46F1-A238-7CA11F7AD4ED",
- "Screen Recording":"0"
- }
 === Response Codes ===

Latest revision as of 17:59, 11 November 2019

Contents

API Description

Authenticate

URI

HTTP Method

Body

Response

Create subscription

URI

HTTP Method

Body

Response

Delete subscription

URI

HTTP Method

Get available agents

Request

URI

HTTP Method

Request Parameters

Response

Example Response

Response Codes

Request Parameters

Response Parameters

Get dispositions

URI

HTTP Method

URL Parameters

Response

Get file

URL

HTTP Method

Body

RESULT

Response Codes

Get subscription data

URI

HTTP Method

Response