The Dashboard API retrieves the data that is needed to generate the out-of-the-box reports that are featured in the Usage Dashboard of the Admin Console. Use the Dashboard API to load information from the server into your own customized reporting interface.

As this method requires extra security, it is necessary to authenticate against the server, using an access token, in order to invoke it. For more information about authentication, refer to Authenticating Against the Interaction Server.

Report Types

The following report types are provided:

Name of Report Description
Usage Shows the total number of transactions run during a selected timeframe. Separate counts are displayed for the total number of transactions begun, and the number of transactions that were not completed (abandoned). 
Heat Report Shows how many times each Interaction was invoked during a selected timeframe.
Application Usage Shows the number of transactions that were run in each application (Agent Application, Mobile Web, and Web Self Service).
Concurrency
  • VIVR Accounts: Shows the highest daily number of Interactions running simultaneously.
  • JAS Accounts: Shows the highest number of daily concurrent agent sessions (Agent Application and Ticket Guidance application only).
Call Resolution Compares the total number of daily transactions with the number of transactions in which the user decided to switch to an assistance service (chat, call or callback).
Digital Connectivity Shows the number of times that users utilized the assistance services. Separate counts are displayed for Chat, Call, and Request Callback.

For more information about the Usage Dashboard, refer to Viewing the Usage Dashboard.

URL Syntax and Example

http(s)://[host:port/internalPath]/reports/dashboard/{report type}

The different report types and the associated report names are listed in the table below. 

Event Name Description
concurrency
Concurrency
usage
Usage
topactive
Heat Report
connectivity
Digital Connectivity
multitouch
Application Usage
callresolution
Call Resolution

Parameters that are passed in the URL are listed in the table below. 

Parameter Description Mandatory
timefrom
Beginning of the timeframe, in Java time (long value) Yes
timeto
End of the timeframe, in Java time (long value) Yes
designerid
The Designer ID of the Interaction for which to return data. If this parameter is not provided, data is returned for all Interactions run during the timeframe. No
granularity
The sample rate for each data point. The default rate is once per day (1440 minutes). No

For example:

http://localhost:8080/reports/dashboard/topactive?timefrom=1404777600000
&timeto=1405468799000&granularity=1440

HTTP Headers

User-Id: <Base 64 encode of username>
User-Password: <Base 64 encode of user password>
Tenant-Id: <account>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

In the following example, the username is admin and the password is password:

User-Id: YWRtaW4=
User-Password: cGFzc3dvcmQ=
Tenant-Id: 12345678
Application-Key: 53475e5f1463f9ab2052ead

Response

All reports return the same structured data (a serieses object) in JSON format. The fields are listed and described in the following tables.

Field Description
serieses
Array of Series object. 

 

Field Description
name
Series name.
title
Series title.
points
Array of Point object.

 

Field Description
x
The long value on the x axis.
y
The count associated with the requested report (e.g., the number of times that an Interaction was invoked).

Although the same fields are returned for each report, the X and Y axes are interpreted differently for each report type. The following example shows data returned from a Concurrency report. The x and y values shows that there were no concurrent sessions during the selected timeframe.

{ 
"serieses": [
{
"name": "Concurrency",
"points": [
{
"x": 1404777600000,
"y": 0
},
{
"x": 1404864000000,
"y": 0
}
]
}
]
}

 

The next example shows data returned from a Heat Report. The return structure shows that the Interaction called Simple was invoked 3 times during the selected timeframe, while the Interaction called Test1 was invoked 17 times. As the long value on the x axis has no relevance in a Heat Report, x is returned as 0.

{ 
"serieses": [
{
"name": "1402917238069-32324-8000",
"title": "Simple",
"points": [
{
"x": 0,
"y": 3
}
]
},
{
"name": "1398324802583-324234-6f00",
"title": "Test1",
"points": [
{
"x": 0,
"y": 17
}
]
}
]
}

 

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