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LiveEngage

Kayleigh Gaddor
  • Updated

Data connector details

  • Category: Chat

  • Connector type: API

Description

Use the LiveEngage connector to retrieve and analyze customer engagement data.

 

API limitations

Please note that the LiveEngage API imposes some limitations on the amount of data that you can pull. According to the LiveEngage Developer site, "99.5 % of chat transcript data is available within 5 minutes. All other chat transcript data (including metadata like Engagement Attributes) is available within 2 hours after a chat has ended, and is stored for 13 months."

 

Stratifyd uses the Retrieve Engagement List by Criteria method of the LiveEngage Engagement History API's endpoint:

  • /interaction_history/api/account/{accountID}/interactions/search?

Input fields

When setting up the connector, you can filter your results by date.

 

To get the credentials required to use this data connector, you must create an API key. For more information, see Create an API Key in the LivePerson developer documentation.

  • Account ID: Enter your LiveEngage account number.

  • App Key: From your API key authentication details, enter the App key.

  • App Secret: From your API key authentication details, enter the Secret.

  • Access Token: From your API key authentication details, enter the Access token.

  • Access Token Secret: From your API key authentication details, enter the Access token secret.

You can change your date range on the second page of the wizard, or optionally Schedule data crawls to update your data stream periodically.

 

Data dictionary

This connector has the Following fields that you can use in analysis.

 

_data_source

  • Description: Source of the data.

  • Category: meta

_iso_date

  • Description: Time and date of the engagement in ISO format.

  • Category: date index

accountId

  • Description: LiveEngage account number.

  • Category: meta

agentFullName

  • Description: Full name of the agent who handled the engagement.

  • Category: user index

agentGroupId

  • Description: Group number to which the agent belongs.

  • Category: meta

agentGroupName

  • Description: Group name to which the agent belongs.

  • Category: meta

agentId

  • Description: Identification number of the agent.

  • Category: user index

agentLoginName

  • Description: Agent's login name.

  • Category: user index

agentNickName

  • Description: Agent's nickname.

  • Category: user index

alertedMCS

  • Description: Meaningful connection score where 1 is Positive, 0 is Neutral, and -1 is Negative.

  • Category: KPI

campaign_campaignEngagementId

  • Description: Identification number of the engagement method.

  • Category: meta

campaign_campaignEngagementName

  • Description: Name of the engagement method.

  • Category: meta

campaign_campaignId

  • Description: Identification number of the campaign.

  • Category: meta

campaign_campaignName

  • Description: Name of the campaign.

  • Category: meta

campaign_goalId

  • Description: Identification number of the campaign goal.

  • Category: meta

campaign_goalName

  • Description: Name of the campaign goal.

  • Category: meta

campaign_lobId

  • Description: Identification number of the campaign line of business.

  • Category: meta

campaign_lobName

  • Description: Name of the line of business.

  • Category: meta

campaign_visitorBehaviorId

  • Description: Identification number of the type of behavior the visitor exhibited before engagement.

  • Category: meta

campaign_visitorBehaviorName

  • Description: Name of the type of behavior the visitor exhibited before engagement.

  • Category: meta

campaign_visitorProfileId

  • Description: Identification number of the visitor profile type.

  • Category: meta

campaign_visitorProfileName

  • Description: Name of the visitor profile type.

  • Category: meta

channel

  • Description: Messaging channel number.

  • Category: meta

chatMCS

  • Description: Meaningful connection score

  • Category: KPI

chatRequestedTime

  • Description: Date and time at which the chat was requested.

  • Category: date index

chatRequestedTimeL

  • Description: Date and time at which the chat was requested in numeric format.

  • Category: date index

chatStartPage

  • Description: Name of the page on the web site from which the chat originated.

  • Category: meta

chatStartUrl

  • Description: URL of the page from which the chat originated.

  • Category: meta

duration

  • Description: Duration of the engagement in seconds.

  • Category: meta

endReason

  • Description: Identification number of the reason the engagement ended.

  • Category: meta

endReasonDesc

  • Description: Description of the reason the engagement ended.

  • Category: meta

endTime

  • Description: Date and time at which the engagement ended.

  • Category: date index

endTimeL

  • Description: Date and time at which the engagement ended in numeric format.

  • Category: date index

engagementId

  • Description: Identification number of the engagement.

  • Category: meta

engagementSequence

  • Description: Number of transferred engagements within the session.

  • Category: meta

engagementSet

  • Description: Number of split engagements within the session.

  • Category: meta

mcs

  • Description: (Deprecated. Use alertMCS.)

  • Category: KPI

sharkEngagementId

  • Description: (LiveEngage internal use.)

  • Category: meta

skillId

  • Description: Identification number of the skill to which the engagement was reassigned.

  • Category: meta

skillName

  • Description: Name of the skill to which the engagement was reassigned.

  • Category: meta

startReason

  • Description: Identification number of the reason the engagement was reassigned.

  • Category: meta

startReasonDesc

  • Description: Description of the reason the engagement was reassigned.

  • Category: meta

startTime

  • Description: Time and date at which co-browsing started.

  • Category: date index

startTimeL

  • Description: Time and date at which co-browsing started in numeric format.

  • Category: date index

surveys_operator_name

  • Description: Name of the survey taker as reported by the operator.

  • Category: user index

surveys_operator_questionID_52

  • Description: Operator's notes on question 52.

  • Category: text index

surveys_operator_questionID_7

  • Description: Operator's selected value for the type of question asked.

  • Category: meta

surveys_operator_subtopics

  • Description: Operator's selected value for the sub-type of the question.

  • Category: meta

surveys_postChat_questionID_13

  • Description: Free-form text about the survey taker's experience with the agent.

  • Category: text index

surveys_postChat_questionID_2

  • Description: Email address of the survey taker.

  • Category: meta

surveys_postChat_questionID_4

  • Description: Survey taker's satisfaction level.

  • Category: KPI

transcript_agent

  • Description: Free-form text of the agent's side of the chat.

  • Category: text index

transcript_combined

  • Description: Free-form text of both sides of the chat.

  • Category: text index

transcript_visitor

  • Description: Free-form text of the visitor's side of the chat.

  • Category: text index

visitorId

  • Description: Unique identifier for the visitor.

  • Category: user index

visitorInfo_browser

  • Description: Visitor's browser and version.

  • Category: meta

visitorInfo_browserType

  • Description: Visitor's browser type.

  • Category: meta

visitorInfo_city

  • Description: Visitor's city.

  • Category: geo index

visitorInfo_country

  • Description: Visitor's country.

  • Category: geo index

visitorInfo_countryCode

  • Description: Two-letter code for the visitor's country.

  • Category: meta

visitorInfo_device

  • Description: Type of device the visitor used.

  • Category: meta

visitorInfo_ipAddress

  • Description: Visitor's IP address.

  • Category: geo index

visitorInfo_isp

  • Description: Visitor's internet service provider name.

  • Category: meta

visitorInfo_operatingSystem

  • Description: Visitor's operating system type.

  • Category: meta

visitorInfo_org

  • Description: Visitor's organization name.

  • Category: meta

visitorInfo_state

  • Description: Visitor's state.

  • Category: geo index

visitorName

  • Description: Visitor's name.

  • Category: user index

Data

  • Description: All of the data collected by the connector.

 

Further questions?

We're here to help! Don't hesitate to contact us for further assistance via chat or submit a ticket!

 

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