Bold360 and BoldChat Developer Center

Service-Level Analysis Reports

Important: Reports generated through the API are not visible in Bold360 reports.

To generate reports, see Reports.

Answered report

Retrieves how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 8.
Grouping string yes The grouping key which varies by report. Available groupings are:
  • date

  • day_of_week

  • hour

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:
  • AutoTranslate (0=no, 1=yes)

  • AnyAssignmentDepartmentID

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Interval (seconds, required)

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Unanswered report

Retrieves how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 9.
Grouping string yes The grouping key which varies by report. Available groupings are:
  • date

  • day_of_week

  • hour

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:
  • AutoTranslate (0=no, 1=yes)

  • AnyAssignmentDepartmentID

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Interval (seconds, required)

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Chat Duration report

Retrieves how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 10.
Grouping string yes The grouping key which varies by report. Available groupings are:
  • date

  • day_of_week

  • hour

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:
  • AutoTranslate (0=no, 1=yes)

  • AnyAssignmentDepartmentID

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Interval (seconds, required)

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Average Time in Queue report

This report answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 71.
Grouping string yes The grouping key which varies by report. Available groupings are:
  • date

  • day_of_week

  • hour

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:
  • AutoTranslate (0=no, 1=yes)

  • AnyAssignmentDepartmentID

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • ExperimentGroupID

  • FolderID

  • Interval (seconds, required)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID