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Analytics

Analytics API

The Analytics API allows you to access and collect data from the Bold360 ai Analytics Section.

How do I use the Analytics API?

To use the Analytics API, you must first create an API key in your Bold360 ai account. For information on how to create a new API key, click here.

To retrieve analytics data with the API, use the get method:

  • For a JSONP response, use:
    https://my.nanorep.com/api/analytics/v1/get
     
  • To retrieve a CSV file, use:
    https://my.nanorep.com/api/analytics/v1/get.csv

Input parameters

 

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 must provide either a day or month value when selecting a date range.

Values to retrieve

You can retrieve the following information defined in the values parameter:

Value name

Description

Engagements

answeredSessions

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

interactions

Total interactions via Bold360 ai interfaces (widgets, Support Center, API, and so on).

answered

Interactions where search has returned an answer.

unanaswered

Interactions where search did not return an answer.

resolved

Engagements resolved by Bold360 ai (visitor received an answer, and did not escalate or provide negative feedback).

unresolved

Engagements not resolved by Bold360 ai (either no search result has been found or the visitor's question was escalated to an agent or provided the visitor negative feedback).

resolvedBySearch

Engagements resolved using the Search interface.

resolvedBySearchAC

Engagements resolved using the Search interface by 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.

positiveFeedback

Number of positive feedback from all touchpoints.