Bold360 and BoldChat Developer Center

Chat reports

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

To generate reports, see Reports.

Chat Summary report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 0.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • access_key

  • button

  • chat_type

  • chat_url

  • country

  • custom_field_1

  • custom_field_2

  • date

  • day_of_week

  • folder

  • hour

  • invite

  • mobility

  • operator

  • user_category

  • user_status

  • website

  • window

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

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Chat Conversion Summary report

This reports gives you insight into conversions.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 11.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • conversion_code

  • country

  • custom_invite

  • date

  • day_of_week

  • entry_url

  • experiment_group

  • folder

  • hour

  • keywords

  • operator

  • referrer

  • referrer_url

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:

  • ChatInvitationTemplateVariantID

  • ConversionAmount

  • ConversionCodeID

  • CountryCode (2 letter)

  • DepartmentID

  • DepartmentIDFinal

  • DepartmentIDInitial

  • ExperimentGroupID

  • FolderID

  • OperatorID

  • RefererID

  • WebsiteDefID

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 18.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • access_key

  • button

  • chat_type

  • chat_url

  • country

  • custom_field_1

  • custom_field_2

  • date

  • day_of_week

  • folder

  • hour

  • invite

  • mobility

  • operator

  • user_category

  • user_status

  • website

  • window

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:

  • AnyAssignmentDepartmentID

  • AutoTranslate (0=no, 1=yes)

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Missed Opportunities Summary report

Includes data such as the number of customers who were not invited to chat because no agent was logged in and the number of chat button clicks occurring outside of business hours.

It also contains other metrics such as the chats not taken because the queue was full (above defined threshold), abandoned by customers at the pre-chat form and those ended before an agent could answer.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 37.
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:

  • CountryCode (2 letter)

  • FolderID

  • VisitFolderID

  • WebsiteDefID

Canned Message Summary report

This report provides the most frequently used canned messages either across your entire account or on an operator by operator level.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 39.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • account

  • 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:

  • AnyAssignmentDepartmentID

  • AutoTranslate (0=no, 1=yes)

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Salesforce Summary report

The Salesforce Summary shows how many Salesforce Contacts and/or Leads were pushed manually or automatically into Salesforce from a total number of answered chats.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 30.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • access_key

  • button

  • chat_type

  • country

  • custom_field_1

  • custom_field_2

  • date

  • day_of_week

  • folder

  • hour

  • invite

  • mobility

  • operator

  • user_category

  • user_status

  • website

  • window

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:

  • AnyAssignmentDepartmentID

  • AutoTranslate (0=no, 1=yes)

  • ChatAPISettingsID

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • ClientType (see field types)

  • CountryCode (2 letter)

  • CustomField1ID

  • CustomField2ID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderID

  • Messages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorID

  • UserCategoryID

  • UserStatusID

  • WebsiteDefID

Sample code

Chat Assignment report

Analyzes the flow of chat-work across your organization.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 63.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • 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:

  • DepartmentID

  • FromDepartmentID

  • FolderID

  • FromOperatorID

  • OperatorID

ActiveAssist Chat Summary report

Lists the number of chats that included remote access sessions, including the number of successful/failed connections and key data about the sessions and chats.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 64.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • ActiveAssistType (see field types)

  • AnyAssignmentDepartmentID

  • AutoTranslate (0=no, 1=yes)

  • ChatButtonDefID

  • ChatDuration (seconds)

  • ChatType (see field types)

  • ChatWindowDefID

  • CountryCode (2 letter)

  • CustomField1IDCustomField2IDDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • FolderIDMessages (integer)

  • MessagesOperator (integer)

  • MessagesVisitor (integer)

  • OperatorIDUserCategoryIDUserStatusID

  • WebsiteDefID

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:

  • AvailabilityStatus (see field types)

  • ChatButtonDefID

  • WebsiteDefID

Button Availability report

Provides insight into changes in chat button status and availability.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 68.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • button

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:

  • AvailabilityStatus (see field types)

  • ChatButtonDefID

  • WebsiteDefID

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