Data connector details
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Category: Chat
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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:
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/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.
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Account ID: Enter your LiveEngage account number.
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App Key: From your API key authentication details, enter the App key.
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App Secret: From your API key authentication details, enter the Secret.
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Access Token: From your API key authentication details, enter the Access token.
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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
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Description: Source of the data.
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Category: meta
_iso_date
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Description: Time and date of the engagement in ISO format.
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Category: date index
accountId
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Description: LiveEngage account number.
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Category: meta
agentFullName
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Description: Full name of the agent who handled the engagement.
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Category: user index
agentGroupId
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Description: Group number to which the agent belongs.
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Category: meta
agentGroupName
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Description: Group name to which the agent belongs.
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Category: meta
agentId
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Description: Identification number of the agent.
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Category: user index
agentLoginName
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Description: Agent's login name.
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Category: user index
agentNickName
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Description: Agent's nickname.
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Category: user index
alertedMCS
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Description: Meaningful connection score where 1 is Positive, 0 is Neutral, and -1 is Negative.
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Category: KPI
campaign_campaignEngagementId
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Description: Identification number of the engagement method.
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Category: meta
campaign_campaignEngagementName
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Description: Name of the engagement method.
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Category: meta
campaign_campaignId
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Description: Identification number of the campaign.
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Category: meta
campaign_campaignName
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Description: Name of the campaign.
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Category: meta
campaign_goalId
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Description: Identification number of the campaign goal.
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Category: meta
campaign_goalName
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Description: Name of the campaign goal.
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Category: meta
campaign_lobId
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Description: Identification number of the campaign line of business.
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Category: meta
campaign_lobName
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Description: Name of the line of business.
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Category: meta
campaign_visitorBehaviorId
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Description: Identification number of the type of behavior the visitor exhibited before engagement.
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Category: meta
campaign_visitorBehaviorName
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Description: Name of the type of behavior the visitor exhibited before engagement.
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Category: meta
campaign_visitorProfileId
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Description: Identification number of the visitor profile type.
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Category: meta
campaign_visitorProfileName
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Description: Name of the visitor profile type.
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Category: meta
channel
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Description: Messaging channel number.
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Category: meta
chatMCS
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Description: Meaningful connection score
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Category: KPI
chatRequestedTime
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Description: Date and time at which the chat was requested.
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Category: date index
chatRequestedTimeL
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Description: Date and time at which the chat was requested in numeric format.
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Category: date index
chatStartPage
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Description: Name of the page on the web site from which the chat originated.
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Category: meta
chatStartUrl
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Description: URL of the page from which the chat originated.
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Category: meta
duration
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Description: Duration of the engagement in seconds.
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Category: meta
endReason
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Description: Identification number of the reason the engagement ended.
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Category: meta
endReasonDesc
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Description: Description of the reason the engagement ended.
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Category: meta
endTime
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Description: Date and time at which the engagement ended.
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Category: date index
endTimeL
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Description: Date and time at which the engagement ended in numeric format.
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Category: date index
engagementId
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Description: Identification number of the engagement.
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Category: meta
engagementSequence
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Description: Number of transferred engagements within the session.
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Category: meta
engagementSet
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Description: Number of split engagements within the session.
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Category: meta
mcs
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Description: (Deprecated. Use alertMCS.)
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Category: KPI
sharkEngagementId
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Description: (LiveEngage internal use.)
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Category: meta
skillId
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Description: Identification number of the skill to which the engagement was reassigned.
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Category: meta
skillName
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Description: Name of the skill to which the engagement was reassigned.
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Category: meta
startReason
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Description: Identification number of the reason the engagement was reassigned.
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Category: meta
startReasonDesc
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Description: Description of the reason the engagement was reassigned.
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Category: meta
startTime
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Description: Time and date at which co-browsing started.
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Category: date index
startTimeL
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Description: Time and date at which co-browsing started in numeric format.
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Category: date index
surveys_operator_name
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Description: Name of the survey taker as reported by the operator.
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Category: user index
surveys_operator_questionID_52
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Description: Operator's notes on question 52.
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Category: text index
surveys_operator_questionID_7
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Description: Operator's selected value for the type of question asked.
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Category: meta
surveys_operator_subtopics
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Description: Operator's selected value for the sub-type of the question.
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Category: meta
surveys_postChat_questionID_13
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Description: Free-form text about the survey taker's experience with the agent.
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Category: text index
surveys_postChat_questionID_2
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Description: Email address of the survey taker.
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Category: meta
surveys_postChat_questionID_4
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Description: Survey taker's satisfaction level.
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Category: KPI
transcript_agent
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Description: Free-form text of the agent's side of the chat.
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Category: text index
transcript_combined
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Description: Free-form text of both sides of the chat.
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Category: text index
transcript_visitor
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Description: Free-form text of the visitor's side of the chat.
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Category: text index
visitorId
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Description: Unique identifier for the visitor.
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Category: user index
visitorInfo_browser
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Description: Visitor's browser and version.
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Category: meta
visitorInfo_browserType
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Description: Visitor's browser type.
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Category: meta
visitorInfo_city
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Description: Visitor's city.
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Category: geo index
visitorInfo_country
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Description: Visitor's country.
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Category: geo index
visitorInfo_countryCode
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Description: Two-letter code for the visitor's country.
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Category: meta
visitorInfo_device
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Description: Type of device the visitor used.
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Category: meta
visitorInfo_ipAddress
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Description: Visitor's IP address.
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Category: geo index
visitorInfo_isp
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Description: Visitor's internet service provider name.
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Category: meta
visitorInfo_operatingSystem
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Description: Visitor's operating system type.
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Category: meta
visitorInfo_org
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Description: Visitor's organization name.
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Category: meta
visitorInfo_state
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Description: Visitor's state.
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Category: geo index
visitorName
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Description: Visitor's name.
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Category: user index
Data
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Description: All of the data collected by the connector.
Further questions?
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