Introduction

This API is intended for reporting and information purposes, not for real-time decisions, such as routing

The key messaging metrics API retrieves core messaging metrics at the account, skill, agent or group level.

Data Retention and API Behavior

  • The data retention period for the Metrics and Agent View methods is 14 days, with a maximum query window of 24 hours (from–to).

  • For Historical method, the retention period is limited to 24 hours.

Key Messaging Metrics API (KMM) Usage and Agent Filtering

  • KMM is primarily designed for the Manager Workspace use case.

  • In Agent View method by default (when no agent status filters are applied), the API returns only agents who are currently logged in.

  • For time-based metrics, the returned data reflects the specified time range.

Combining this information with other data sources enables you to create your own customized real-time dashboard. Here are some example use cases of the API, that can assist you in analyzing your contact center performance:

  • Track how many of your agents are currently available (online, away, back soon) at the skill or group level

  • Track how many conversations were resolved and how

  • Track the response times of agents by group or skill

  • Track consumers waiting times by group or skil

  • Retrieve metrics at the group level and automatically include their sub groups

The API is being used today in the LivePerson Conversational Cloud to display the agent manager workspace:

Getting Started

A few things you'll need to get started with this API:

  1. Retrieve your domain. Use the LivePerson Domain API to retrieve this information by providing the following service name:

    • agentManagerWorkspace

  2. This API requires authorization using either a user login or a machine-to-machine authorization.

    • A user token requires login into Conversational Cloud using the Login Service API. Provide a username and password, and receive an authorization token (bearer). Use this token as your authorization header in all API requests.

    • For a machine-to-machine authorizion using OAuth 1.0 App Keys OAuth 2.0 Client Credentials flow

      For the Key Messaging Metrics API, select the Data category and check Key Messaging Metrics keys

      • OAuth 2.0 Client Credentials flow — follow the instructions, to register an OAuth 2.0 application and generate a JWT access token (Using version 2 of the Authorization API).

      When registering an OAuth 2.0 application for using the Key Messaging Metrics API, use the "messaging.key.metrics.read.external" as the scope and "https://{domain}/manager_workspace/api" as the redirectUri.

  3. Note the API terms of use.

Use Cases

  • Combine this information with other data source in order to create your own real-time dashboard