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Analytics API

Oveview:

The Analytics API allows you to access and collect data from the Nanorep Analytics Section.

How do I use the Analytics API ?

In order to use the Analytics API, you first must create an API key in your Nanorep account.

Please click here to create a new API key.

Use the following protocol to obtain data analytics via the API.

Method:

For a JSONP response use:

https://my.Nanorep.com/api/analytics/v1/get

To get a CSV file use:

https://my.Nanorep.com/api/analytics/v1/get.csv

Parameter:

 

Usage

Example

cb

[JSONP only]

provide the JSONP callback method

cb=callbackMethod

account

Account name

account=myAccount

apiKey

An API key with analytics read privileges for the required knowledge-bases

apiKey=xxx-yyy-zzz

kb

One or more knowledge-base names to obtain data for (comma separated)

kb=English,Spanish

analysis

Value analysis type, values are:

hourly, daily, weekly, monthly

analysis=weekly

days*

Date range in days to obtain data for

days=14

months*

Date range in months to obtain data for

months=6

timezone

Timezone in hours to obtain correct for when analyzing and outputting dates

timezone=5

values

list of values to include in output (comma separated)

List of possible values is provided below

values=engagements,resolved

labelid (Optional)Use in cases to get data on specific label.labelId=1CE001C

 

* You are required to provide either a day or month value for date range selection

 

Values

 

Use any of the following values presented below in the 'values' parameter for the call.

value name

Description

Engagements

answered Sessions

Total answers provided, including self-service, rechanneling and tickets.

interactions

Total interactions via Nanorep interfaces (widgets, support-center, API, etc.).

answered

interactions in which search has yield an answer

unanaswered

interactions in which search did not yield an answer

resolved

Engagements resolved by Nanorep (visitor received an answer, and did not escalated or provide negative feedback)

unresolved

Engagements not resolved by Nanorep (either not search result has been found or visitor has escalated to an agent or provided a negative feedback)

resolvedBySearch

Engagements resolved using the search interface

resolvedBySearchAC

Engagements resolved using the search interface via selecting an auto-completion suggestion (subset of 'resolvedBySearch')

resolvedByFAQ

Engagements resolved using an FAQ interface (in Dynamic FAQ widget, or FAQs in embedded or floating widgets)

resolvedBySupportCenter

Engagements resolved using a support center article page.

positiveFeedback

Positive feedback count from all touch points