Data Extraction
The Data Extraction JSON REST API calls provide a web service for retrieving customer data from your account.
This following is a list of service and data fields that are available for retrieval.
Chat fields
Bold360 Field | Type | Description |
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ChatID | Bold360-assigned unique identifier for each chat session. | |
ChatType |
Either the type of the chat when it was started or the status of the chat after someone tried to start it:
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OperatorID | Internal ID of the agent who was last assigned to a chat record. | |
DepartmentID | Internal ID of the department that the chat was last assigned to. | |
LastAssignedByOperatorID | Internal ID of the agent who most recently assigned the chat. Null value indicates that the agent has not reassigned the chat. | |
LanguageCode | The language of the chat, based on two-letter ISO 639-1 standard. | |
WebsiteDefID | Internal ID of the Bold360 website defiClientTypenition associated with the chat. | |
VisitID | Bold360-assigned unique identifier for each site visit. | |
ChatWindowDefID | Internal ID of the Bold360 chat window associated with the chat. | |
LastMessagePersonType |
Type of the person who sent the last message:
Values go from 0 to 12. Do not use the unlisted values as they are obsolete and are not handled. |
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PageType |
The last page of a chat window presented to a customer - The legend of page types is:
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RelatedToItemID | The ID of the Ticket or Contact that the chat is related to. | |
Answered | Date and time when the chat was most recently answered. | |
Ended | Date and time when the chat was ended, either by the customer or agent. | |
Closed | Date and time when the chat window was closed by the customer. | |
Updated | Date and time when the record was most recently updated. | |
Deleted | Date and time when the record was deleted. The value is null if the record was not deleted. | |
FolderID | Internal ID of the Bold360 folder that contains the chat record. | |
DueDate | This field is no longer in use. | |
Started | Date and time when a chat was started within the chat queue. | |
UnrespondedMessageCount | The number of customer-sent messages received since the agent's last message. | |
VisitorClientID | The customer's client ID which is generated when the chat starts. It is later used to identify the customer associated with the chat. | |
Flagged | Indicates whether the chat flag was raised within Bold360. | |
VisitorMessageCount | The number of customer-sent messages. | |
OperatorMessageCount | The number of agent-sent messages. | |
UserCategoryID | Internal ID of the User Category applied to a chat during post-chat wrap-up. <None> or null refers to no User Category present on a chat. | |
UserStatusID | Internal ID of the user status applied to a chat during post-chat wrap-up. <None> or null indicates that there is no user status present on a chat. | |
ChatName | The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey. | |
ChatUrl | Specific web address where the chat engagement was started from. | |
IP | The IP address of the customer's device connecting to Bold360. | |
ReverseIP | The IP address of a customer's device used for reverse DNS lookup. | |
VisitorID |
Bold360-assigned unique identifier for visitor. | |
RelatedToItemType | The item type that chat is related to:
When the chat is not related to any item, the value is null. |
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CountryCode | The country of the customer, as detected by Bold360's geo lookup. | |
RegionCode | The state/province of the customer, as detected Bold360's geo lookup. | |
City | The city of the customer, as detected by Bold360's geo lookup. | |
AreaCode | The area code of a phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey. | |
VisitRef | Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code. | |
VisitInfo | Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code. | |
VisitEmailAddress | The email address of the customer, captured within the VisitEmail parameter or through Email in pre-chat survey. | |
VisitPhone | The phone number of the customer, captured within the VisitPhone parameter or through Phone in pre-chat survey. | |
InitialQuestion | The initial query sent in by the customer in the pre-chat survey. | |
WindowClosed | Date and time when the chat window was closed by the customer. | |
ChatStatusType | The most recent state that chat was in at the time of the
chat closing. The legend of statuses is:
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SurveyResponsiveness | A 1-5 rating of an agent's speed to respond, only available when customer survey is enabled. | |
SurveyProfessionalism | A 1-5 rating of an agent's professionalism, only available when customer survey is enabled. | |
SurveyKnowledge | A 1-5 rating of the agent's knowledge, only available when customer survey is enabled. | |
SurveyOverall | A 1-5 rating of the overall chat engagement, only available when customer survey is enabled. | |
SurveyComments | Customer-provided comments in a post-chat survey, only available when customer survey is enabled. | |
CustomField1ID | Internal ID of the Custom Field 1 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 1 label present on a chat. | |
CustomField2ID | Internal ID of the Custom Field 2 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 2 label present on a chat. | |
LastAssignedAnswered | Date and time when the most recently reassigned agent answered the chat. | |
CustomUrl | The custom URL for the chat, which differs from the page of origin (that is, the customer's current page). This can be useful for identifying a URL or page that would normally be blocked due to business rules that prevents the page from being displayed because of dynamic or sensitive information. | |
ACDReassignCount | The count of how many agent reassignments occurred through automatic chat distribution (ACD) for a chat. | |
TotalReassignCount | The total count of how many agent reassignments occurred for a chat, including ACD reassignments and manual agent reassignment. | |
MaxQueuePosition | The highest position of the chat in the chat queue when placed in queue. | |
ResponseMessageCount | The number of message responses that the agent sent to the customer since the customer's last message. | |
TotalResponseTime |
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent agent reply. When there are multiple customer messages before the agent's reply, response time is calculated from the first customer message. Available for chat and message channels. |
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LastVisitorMessageSent | Date and time when the customer's most recent message was received. | |
CustomFields | Free-form parameter where custom data points are passed into and stored within a chat record. | |
EndedBy | Indicates whether the chat ended by the customer or which agent. | |
EndedReasonType | Reason for why the chat was ended:
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UnavailableEmailSubject | The subject line text entered in an unavailable email form, only available when unavailable email form is enabled. | |
UnavailableEmailBody | The email body text entered in an unavailable email form, only available when unavailable email form is enabled. | |
ExternalCrmItemID | ||
ExternalCrmListID | Type of the linked CRM item:
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ExternalCrmType | Type of CRM linked to the chat:
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VisitCreated | Date and time when the customer's site visit was created, as detected by Bold360 visitor monitoring. | |
ActiveAssistStatus | Indicates whether an ActiveAssist/co-browse session was
started during a chat:
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ScheduleHistoryToEmailAddress | The email address where Bold360 sends the chat transcript. | |
InvitationTemplateVariantID | The ID of the invitation that initiated the chat. | |
BlockedBy | Indicates the name of the agent who blocked a chat. <None> or null value indicates that the chat was not blocked. | |
DeletedBy | Indicates the name of the agent who deleted a chat. <None> or null value indicates that the chat was not deleted. | |
ClientType | The type of the Bold360 client used for Chat:
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LastName | The last name of the customer, captured within the Last Name field in pre-chat survey. | |
FlaggedBy | Indicates the name of the agent who flagged a chat. <None> or null indicates that the chat was not flagged. | |
ChatButtonDefID | Internal ID of the Bold360 chat button associated with the chat. | |
XmppUser | User name for authentication by XMPP service. | |
XmppUserID | User ID for authentication by XMPP service. | |
XmppThread | ||
XmppClientID | ||
Priority | Indicates the priority/urgency of a chat as defined by the rules
engine.
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OperatorCustomFields | ||
ActiveAssistDisabled | Indicates whether
ActiveAssist/co-browse is disabled on a chat window:
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ChatAPISettingsID | Internal ID of the Bold360 API key associated with the chat. | |
Secured | Indicates if the chat was secured through a validated chat: 0 - Unsecured 1 - Secured |
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AutoTranslate | Indicates whether Auto Translation was used for the chat:
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Embedded | The type of the chat window:
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OperatorLanguageCode | The language of the chat agent, based on two-letter ISO 639-1 standard. | |
SurveyNps | The 0-10 rating of the net promoter score (NPS), only available when customer survey is enabled. | |
Experiments | The Bold360 experiments associated with the chat record. The value null indicates that there are no experiments associated. | |
ExperimentDate | date | The date of when a chat was assigned to a Bold360 experiment. |
LastOperatorLanguageCode | The language of the most-recently assigned chat agent, based on two-letter ISO 639-1 standard. | |
IncidentID | ||
AutoTranslateAllowOriginal | Indicates whether it is allowed to display the
original message as typed before Geofluent provides translation:
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RedirectStatus | The status of redirecting chat requests. This functionality is deprecated. | |
ChatMessageID | long | Unique identifier of a single chat message within the chat transcript. |
PersonType | byte |
The persona of the user who sent the chat
message:
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PersonID | long | The unique ID of the PersonType who sent the chat message. |
Name | string(30) | Typed name of the person who sent the chat message. |
Text | string | Content of the message. |
ChatID | long | The ID of the parent chat object that a chat message belongs to. |
Created | date | Date and time when the chat message was created by clicking the Chat button, or by sending an invite. |
Deleted | date | Date and time when the record was deleted. The value is null if the record was not deleted. |
AccountID | long | Unique account ID (AID) that a chat record was created within. |
CannedMessageID | long | The Internal ID of Canned Message configuration item used to deliver the chat message. The value is null when if the Canned Message was not used. |
SystemMessage | string | Textual content of system messages displayed; The value is null when there is no system message displayed. |
MessageKey | string | |
Hidden | byte | Date and time when the chat message was hidden; The value is null if the chat message was not hidden. |
OriginalMessageID | long | ID of the original content provided within a chat message prior to being translated. The value is null if the chat message was not translated. |
LanguageCode | string(8) | The language of the chat, based on two-letter ISO 639-1 standard. |
VisitorFacing | byte | Indicates if the chat message was included in the customer-facing chat transcript; The value is null if the message was sent by a non-human PersonType. |
HasAutoTranslationError | byte | Indicates whether there is an error in the Geofluent translation of a chat message. The value is null when there is no error present. |
Email fields
Bold360 Field | Type | Description |
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EmailThreadID | Bold360-assigned unique identifier for each email thread. | |
EmailThreadType | ||
Subject | The subject line text of an email message. | |
OperatorID | Internal ID of the most recently assigned agent to an email record. | |
DepartmentID | Internal ID of the most recently assigned department of an email record. | |
LastAssignedByOperatorID | Internal ID of the agent who last assigned the email. | |
ClosedByOperatorID | Internal ID of the agent who closed the email thread. | |
EmailAccountID | Internal ID of the Bold360 email account used to manage the email. | |
EmailCount | The total number of email messages contained within a single email thread. | |
LastEmailType |
The type of email most recently appended to an email thread - The legend of types is:
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RelatedToItemID | ||
AccountID | Unique account ID (AID) that an email record would have been created within. | |
Created | Date and time when the email was created within Bold60 once retrieved from a POP3/IMAP mail server. | |
Closed | Date and time when the email thread was closed by the agent. | |
Updated | Date and time when the record was most recently updated. | |
Deleted | Date and time when the email record was deleted from Bold360. | |
FolderID | Internal ID of the Bold360 folder that contains the email record. | |
DueDate | ||
Flagged | Notates whether the chat flag was raised within Bold360. | |
UserCategoryID | Internal ID of the user category applied to an email during wrap-up. <None> or null indicates that there was no user category present. | |
UserStatusID | Internal ID of the user status applied to an email during wrap-up. <None> or null indicates that there was no User Category present. | |
UserEmailAddress | The email address of the sender of an email message. | |
RelatedToItemType | ||
Answered | Date and time when the email record was most recently responded to. | |
LastCharset | ||
CustomField1ID | Internal ID of the Custom Field 1 label applied to an email during post-chat wrap-up. <None> or null refers to no Custom Field 1 label is present. | |
CustomField2ID | Internal ID of the Custom Field 2 label applied to an email during post-chat wrap-up. <None> or null refers to no Custom Field 2 label is present. | |
FirstIncomingArrived | ||
ExternalCrmItemID | ||
ExternalCrmListID | ||
ExternalCrmType | ||
UserEmailName | The name of the sender of an email message. | |
DestinationEmailAddress | The email address that the sender sent the email message to | |
Opened | ||
DeletedBy | Indicates the name of the agent who deleted a chat. <None> or null refers to an email not being deleted | |
Accepted | Date and time when the email's agent assignment was accepted by an agent | |
RedirectID | ||
RedirectEmail | ||
Redirected | ||
TotalReassignCount | The total number of times that an email thread has been reassigned | |
Priority | ||
LastAssignedAnswered | ||
AnsweredByOperatorID | Internal ID of the Bold360 user who most recently answered an email thread | |
LastIncomingArrived | ||
OpenCount | ||
QueueTime |
Visit fields
Bold360 Field | Type | Description |
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RowNumber | ||
VisitID | ||
VisitType | ||
VisitActionType | ||
IP | ||
UserAgent | ||
ReverseIP | ||
CurrentUrl | ||
EntryUrl | ||
RefererUrl | ||
VisitorID | ||
AccountID | ||
PageViewCount | ||
Created | ||
Ended | ||
Updated | ||
Deleted | ||
FolderID | ||
Closed | ||
VisitSeq | ||
WebsiteDefID | ||
VisitRef | ||
VisitInfo | ||
VisitName | ||
CountryCode | ||
RegionCode | ||
City | ||
RelatedToItemType | ||
RelatedToItemID | ||
VisitEmailAddress | ||
VisitPhone | ||
ChatInvitationID | ||
ChatInvitationTemplateVariantID | ||
VisitStatusType | ||
OperatorID | ||
InviteDeclines | ||
InviteIgnores | ||
ChatStatusType | ||
InviteStatusType | ||
AreaCode | ||
RefererID | ||
RefererQuery | ||
CallInvitationTemplateVariantID | ||
CallStatusType | ||
InvitationItemType | ||
Experiments | ||
ExperimentDate | ||
RowNumber | ||
PageViewID | ||
Url | ||
VisitID | ||
Created | ||
Ended | ||
AccountID | ||
Deleted | ||
InvitationID | ||
VisitID | ||
InvitationTemplateVariantID | ||
AccountID | ||
Created | ||
Deleted | ||
PersonID | ||
IsAutoInvite | ||
PageViewID | ||
ItemType | ||
DepartmentID | ||
InviteStatusType | ||
RecoveryInvitationID | ||
RuleID | ||
Closed |
Agent fields
Bold360 Field | Type | Description |
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OperatorID | Internal ID of a Bold360 user. | |
UserName | Unique user name of a Bold360 user. | |
Name | The internal name of a Bold360 user. | |
StatusType |
Indicates the status of a Bold360 user:
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Created | Date and time when the Bold360 user was created. | |
Ended | ||
ServiceTypeID |
The available service channels for a Bold360 agent:
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EndedBy | ||
EndedReason | ||
OriginalStatusType |