Live Chat Statistics API

API Declaration

The "token" param must be contained in the header of the https request when calling the API.

Token is the only global API call credential for the Sobot API open platform. It is used when developers call the business APIs and thus should be properly kept. At least 32 chars should be reserved to store token. The validity period of token is currently 24 hours. It needs to be refreshed regularly or reacquired according to the token failure prompt returned by the API. When requesting the token API, regardless of the existence of token, a new token will be returned and its expiry time will be reset (currently 24 hours).

Token usage description:

1. Developers need to obtain and manage the token uniformly. When calling the Sobot open APIs of various business, they should use the same token, instead of refreshing and obtaining new tokens for each business. Otherwise, it will easily lead to token invalidation and affect the normal API call.
2. The current validity period of the token is transmitted by the returned expire_in, which is currently a value within 86,400 s. Developers need to refresh the new token in advance based on this valid time.
3. Developers should reacquire the token according to the token invalidation prompt returned by the API.

API Call

● Get the Access Token Code

API description:

Get the open API token, which is only applicable to all APIs of Sobot Open Platform v5.0. Contact the Sobot after-sales service personnel to get appid and app_key in the API.

Request method:

GET

Request URL:

 https://sg.sobot.io/api/get_token

Request param:

Param	Type	Required	Description
appid	String	Yes	API credential ID
create_time	String	Yes	Timestamp
sign	String	Yes	Signature

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
token	String	Yes	token code
expires_in	String	Yes	Credential valid time

Timestamp conversion tool:

https://www.unixtimestamp.com/

sign signature generation example:

E.g.: appid = "1"; create_time="1569397773"; app_key="2"

sign = Md5("115693977732") is 258eec3118705112b2c53dc8043d4d34.

Request example:

curl https://sg.sobot.io/api/get_token?appid=1&create_time=1569397773&sign=258eec3118705112b2c53dc8043d4d34

Return example:

{
  "item": {
    "token": "4ac37cb2e9c740dba4b75a34d5358802",
    "expires_in": "86400"
  },
  "ret_code": "000000",
  "ret_msg": "success"
}

Param and Status Code Description

PARAM

Request header param description:

Param	Type	Required	Description	Remarks
token	String	Yes	token
timezoneid	String	No	Time zone	standard time zone ID, not passed or defaulted to "Asia/Shanghai" illegally
language	String	No	Language tag	en: English, zh: Chinese, not passed or defaulted to "zh" illegally

Other param description:

For the input time description, if there are no special remarks on the regular API, the passed time is usually greater than the current time. To ensure the legitimacy of input, we will reset the input time to the current time based on the designated pattern of the API. For example, if today is September 11, 2023, assuming the passed time is September 12, 2023, the time will be reset to September 11, 2023.

If the passed time is the start time and end time, there is usually no special description for the API, and the end time cannot be greater than the start time.

Time format description:

pattern	Date
yyyy-MM-dd	2023-09-01
yyyy-MM-dd HH:mm	2023-09-01 00:00
yyyy-MM-dd HH:mm:ss	2023-09-01 00:00:00

Uniform Status Code Description

Return param:

Error Code	Description
000000	Succeed
900001	Token is null!
900002	token authentication failed
229000	API call too frequent
222000	API input error
999999	System internal error

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Succeed",
  "item": {}
}

{
  "ret_code": "900001",
  "ret_msg": "Token is null!"
}

{
  "ret_code": "900002",
  "ret_msg": "Token invalid or not found. Get a new one!"
}

{
  "ret_code": "229000",
  "ret_msg": "API call too frequent. Try again [60]s later. Currently [20] times of API call within [60]s is allowed. Excess will be limited!"
}

{
  "ret_code": "222000",
  "ret_msg": "[startTime] and [endTime] time range cannot be greater than [90]d. Current [startTime] input is [2023-01-01], and [endTime] input is [2023-09-01]"
}

{
  "ret_code": "999999",
  "ret_msg": "Unknown System Exception"
}

Public Query Condition API Call

● Query Channel List Information

Request method:

POST

Request URL:

 https://sg.sobot.io/chat-static-api/api/condition/getChannelList

Request param:

Param	Type	Required	Description	Remarks
query_content	String	No	Channel Name Keyword

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
code	String	Yes	Channel Type
msg	String	Yes	Channel Name

Request example:

curl --location 'https://sg.sobot.io/chat-static-api/api/condition/getChannelList' \
--header 'token: 3d162dc4362840428f80e1f8c49670ee' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai' \
--header 'Content-Type: application/json' \
--data '{
    "query_content": ""
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "items": [
        {
            "code": "0",
            "msg": "Desktop site"
        },
        {
            "code": "4",
            "msg": "Mobile Site"
        },
        {
            "code": "2",
            "msg": "APP"
        }
    ]
}

● Query Sub-channel List Information (Paging)

Request method:

POST

Request URL:

 https://sg.sobot.io/chat-static-api/api/condition/getChildChannelList

Request param:

Param	Type	Required	Description	Remarks
sources	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
query_content	String	No	Channel Name Keyword
page_no	String	No	Page	Default 1
page_size	String	No	Number on each page	Default 15,The maximum allowed is 100, and if it exceeds 100, it will be reset to 100.

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
sub_channel_id	String	Yes	Sub-channel ID
channel_type	String	Yes	Channel Type
sub_channel_name	String	Yes	Sub-channel name
channel_flag	String	Yes	Channel tag
channel_flag_key	String	Yes	Channel tag key (used for bot API query input)

Request example:

curl --location 'https://sg.sobot.io/chat-static-api/api/condition/getChildChannelList' \
--header 'token: 3d162dc4362840428f80e1f8c49670ee' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai' \
--header 'Content-Type: application/json' \
--data '{
    "page_no": "1",
    "page_size": "5",
    "sources": "",
    "query_content": ""
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "total_count": 42,
    "page_size": 5,
    "items": [
        {
            "sub_channel_id": "9eef5ee48be74ff2850a7886acbadd7c",
            "channel_type": "4",
            "sub_channel_name": "channel01",
            "channel_flag": "1",
            "channel_flag_key": "4_1"
        },
        {
            "sub_channel_id": "12ef5039433e48558945aaf834c04a82",
            "channel_type": "4",
            "sub_channel_name": "channel-29",
            "channel_flag": "29",
            "channel_flag_key": "4_29"
        },
        {
            "sub_channel_id": "21f51d0acc0b43b0a3945d70d56bb1bf",
            "channel_type": "4",
            "sub_channel_name": "Randolph Keebler",
            "channel_flag": "32",
            "channel_flag_key": "4_32"
        },
        {
            "sub_channel_id": "d58353048a3c460b9fa391dd581c06d4",
            "channel_type": "4",
            "sub_channel_name": "channel Conrad Parisian",
            "channel_flag": "35",
            "channel_flag_key": "4_35"
        },
        {
            "sub_channel_id": "ea3917b2579642f0a84968b3589d9a20",
            "channel_type": "4",
            "sub_channel_name": "Bill Bergstrom",
            "channel_flag": "30",
            "channel_flag_key": "4_30"
        }
    ]
}

● ​Query Service Classification List​​

Request method:

POST

Request URL:

/chat-static-api/api/condition/getClassificationList

Request param:

None

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
id	String	Yes	Classification ID
classify_name	String	Yes	Classification Name​​
classify_code	String	Yes	Classification Code​​
classify_level	String	Yes	Classification Level
classify_level_path	String	Yes	Path segments ending with current ID, comma-separated
classify_parent_id	String	Yes	​Parent Classification ID​​
sort	String	Yes	Sort Number

Request example:

curl --location --request POST '/chat-static-api/api/condition/getClassificationList' \
--header 'token: 94b4db111e2f4369942db415bdfec17e' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "items": [
        {
            "id": "1675771435033501698",
            "classify_name": "Classification1",
            "classify_code": "1001",
            "classify_level": 1,
            "classify_level_path": "1675771435033501698",
            "classify_parent_id": "1",
            "sort": 1
        },
        {
            "id": "1942058769946447874",
            "classify_name": "Classification1_2",
            "classify_level": 2,
            "classify_level_path": "1675771435033501698,1942058769946447874",
            "classify_parent_id": "1675771435033501698",
            "sort": 1
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Query Robot List

Request method:

POST

Request URL:

/chat-static-api/api/condition/getRobotList

Request param:

None

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
robot_logo	String	Yes	Robot Logo
robot_name	String	Yes	Robot Name
robot_flag	String	Yes	Robot Flag

Request example:

curl --location --request POST '/chat-static-api/api/condition/getRobotList' \
--header 'token: 94b4db111e2f4369942db415bdfec17e' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "items": [
        {
            "robot_logo": "https://img.sobot.com/console/common/face/robot.png",
            "robot_name": "Robot-1",
            "robot_flag": 1
        },
        {
            "robot_logo": "https://img.sobot.com/console/common/face/robot.png",
            "robot_name": "Robot-2",
            "robot_flag": 2
        },
        {
            "robot_logo": "https://img.sobot.com/console/common/face/robot.png",
            "robot_name": "Robot-3",
            "robot_flag": 3
        },
        {
            "robot_logo": "https://img.sobot.com/console/common/face/robot.png",
            "robot_name": "Robot-4",
            "robot_flag": 4
        },
        {
            "robot_logo": "https://img.sobot.com/console/common/face/robot.png",
            "robot_name": "Robot-5",
            "robot_flag": 5
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Query Department List

Request method:

POST

Request URL:

/chat-static-api/api/condition/getDepartmentList

Request param:

None

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
depart_id	String	Yes	Department ID
depart_name	String	Yes	Department Name
parent_id	String	Yes	Parent Department ID
company_id	String	Yes	Company ID
child_list	List	No	Sub-department List

Request example:

curl --location --request POST '/chat-static-api/api/condition/getDepartmentList' \
--header 'token: 94b4db111e2f4369942db415bdfec17e' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "items": [
        {
            "depart_id": "11b97b04eaea4f89b84fcbb75e41a3d6",
            "depart_name": "Headquarters",
            "company_id": "913d909e3a194598ba61cf904b5dc12a",
            "parent_id": "0",
            "child_list": [
                {
                    "depart_id": "6e4c8ae50b7046e2b790466dc35e660f",
                    "depart_name": "Southwest Region",
                    "company_id": "913d909e3a194598ba61cf904b5dc12a",
                    "parent_id": "11b97b04eaea4f89b84fcbb75e41a3d6"
                },
                {
                    "depart_id": "7b46015c6a184511bc6a4d8a8c44bc99",
                    "depart_name": "Northeast Region",
                    "company_id": "913d909e3a194598ba61cf904b5dc12a",
                    "parent_id": "11b97b04eaea4f89b84fcbb75e41a3d6"
                }
            ]
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Query Skill Group List

Request method:

POST

Request URL:

/chat-static-api/api/condition/getGroupList

Request param:

Param	Type	Required	Description	Remarks
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
query_content	String	No	Name Keyword
page	String	No	Page	Default 1
size	String	No	Number on each page	Default 15,The maximum allowed is 100, and if it exceeds 100, it will be reset to 100.

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
group_id	String	Yes	Skill Group ID
group_name	String	Yes	Skill Group Name

Request example:

curl --location --request POST '/chat-static-api/api/condition/getGroupList' \
--header 'token: 38cb37ae635e46faa5ffd5cf5bc9acc3' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
    "query_content": "Test",
    "depart_ids_param": "11b97b04eaea4f89b84fcbb75e41a3d6"
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "page_size": 15,
    "items": [
        {
            "group_id": "3b4a3eb565f74558a0b746023a85e0ad",
            "group_name": "Test"
        },
        {
            "group_id": "2a5171b2a85d49bda666f1569588d12e",
            "group_name": "Session Stat Test"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Query Customer Service List

Request method:

POST

Request URL:

/chat-static-api/api/condition/getServiceList

Request param:

Param	Type	Required	Description	Remarks
search_way	Integer	Yes	1-Department 2-Skill Group	Default: search_way=1
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
query_content	String	No	Name Keyword
page	String	No	Page	Default 1
size	String	No	Number on each page	Default 15,The maximum allowed is 100, and if it exceeds 100, it will be reset to 100.

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
service_id	String	Yes	Service ID
service_name	String	Yes	Service Name
service_nick	String	Yes	Service Nickname

Request example:

curl --location --request POST '/chat-static-api/api/condition/getServiceList' \
--header 'token: 38cb37ae635e46faa5ffd5cf5bc9acc3' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
    "query_content": "",
    "search_way":"2",
    "group_ids_param":"3b4a3eb565f74558a0b746023a85e0ad,2a5171b2a85d49bda666f1569588d12e",
    "depart_ids_param": "11b97b04eaea4f89b84fcbb75e41a3d6"
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "total_count": 3,
    "page_size": 15,
    "items": [
        {
            "service_id": "3c199c5dff5b44f7b45638e83d8710a7",
            "service_name": "Zhangsan",
            "service_nick": "zstest"
        },
        {
            "service_id": "70b08e73e1894273934acf97ab3726d5",
            "service_name": "ZhaoLinFeng",
            "service_nick": "ZhaoLinFeng"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

Chat Statistics API

● Chat Data (Paging)

Request method:

POST

Request URL:

/chat-static-api/api/online/session/getStat

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm:ss
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm:ss
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=3
summary_way	Integer	No	0-Summary 1-Daily 2-Weekly 3-Monthly	Default: summary_way=0
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"
page	String	Yes	Current page	Default 1
size	String	Yes	Page Number	15 by default

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
queue	Long	No	Queuing Chats
not_queue	Long	No	Unqueued Chats
queue_not_accept_rate	Double	No	Unqueued Connection %
queue_accept	Long	No	Queuing Connection Chats
queue_accept_rate	Double	No	Queuing Connection %
queue_leave	Long	No	Queue Leaving Chats
queue_leave_rate	Double	No	Queue Leaving %
avg_queue_accept_duration	Double	No	Avg. Queuing Connection Time
avg_queue_leave_duration	Double	No	Avg. Queue Leaving Time
human_consult	Long	No	Total Chats
human_self	Integer	No	Independent Reception Chats
human_self_rate	Double	No	Bot Reception %
human_valid	Integer	No	Valid Chats
human_invalid	Integer	No	Invalid Chats
human_valid_rate	Double	No	Valid Chat %
human_not_recep	Long	No	Valid Reception by agent
human_not_recep_rate	Double	No	Valid Reception by agent %
avg_human_recep_duration	Double	No	Avg. Reception Time
avg_staff_first_res_duration	Double	No	Avg. 1st-Response Time
avg_staff_res_total_duration	Double	No	Avg. Response Time
human_valid_recep	Long	No	Valid Reception Chats
human_valid_recep_rate	Double	No	Valid Reception Chat %
human_invalid_recep	Long	No	Chat without Agent's Reply
human_invalid_recep_rate	Double	No	Chat without Agent's Reply %
human_transfer	Long	No	Transferred Chats
in_blacklist	Long	No	Blacklisted Chats
summary_solved	Long	No	Resolved Chats
summary_not_solved	Long	No	Unresolved Chats
human_snatch	Long	No	Taken-Away Chats
human_initiative	Long	No	Proactive Chats
not_mark_is_solved	Long	No	Chats Not Tagged as Resolved or Unresolved

Request example:

curl --location --request POST '/chat-static-api/api/online/session/getStat' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-02-01 00:00:00",
  "end_date": "2025-07-08 23:59:59",
  "channel_flag": "0_12,0_13",
  "robot_ids_param": "1,2,3,4,5",
  "group_ids_param": "284a84325e504b5489179b925ec01e54",
  "search_way": "2"
  "page": 1,
  "size": 15,
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "page_count": 37,
    "total_count": 73,
    "page_size": 2,
    "items": [
        {
            "channel_flag": "6",
            "channel_flag_name": "DeskTop--6",
            "source": "0",
            "source_name": "Desktop Site",
            "session_consult": 0,
            "session_valid": 0,
            "session_invalid": 0,
            "queue": 0,
            "not_queue": 56,
            "queue_accept": 0,
            "queue_leave": 0,
            "queue_not_accept_rate": 1.0,
            "queue_not_accept_rate_str": "100.00%",
            "queue_accept_rate": 0.0,
            "queue_accept_rate_str": "0.00%",
            "queue_leave_rate": 0.0,
            "queue_leave_rate_str": "0.00%",
            "avg_queue_accept_duration": 0.0,
            "avg_queue_accept_duration_str": "00:00:00",
            "avg_queue_leave_duration": 0.0,
            "avg_queue_leave_duration_str": "00:00:00",
            "robot_consult": 0,
            "robot_self": 0,
            "robot_valid": 0,
            "robot_in_valid": 0,
            "robot_to_staff_active": 0,
            "robot_to_staff_trigger_key_word": 0,
            "robot_total_transfer": 0,
            "human_consult": 56,
            "human_self": 42,
            "human_valid": 56,
            "human_invalid": 0,
            "human_not_recep": 14,
            "human_valid_recep": 40,
            "human_invalid_recep": 2,
            "human_transfer": 0,
            "in_blacklist": 0,
            "summary_solved": 20,
            "summary_not_solved": 14,
            "human_snatch": 0,
            "human_initiative": 0,
            "human_self_rate": 0.75,
            "human_self_rate_str": "75.00%",
            "human_valid_rate": 1.0,
            "human_valid_rate_str": "100.00%",
            "human_not_recep_rate": 0.25,
            "human_not_recep_rate_str": "25.00%",
            "avg_human_recep_duration": 628769.25,
            "avg_human_recep_duration_str": "00:10:28",
            "avg_staff_first_res_duration": 853451.6,
            "avg_staff_first_res_duration_str": "00:14:13",
            "avg_staff_res_total_duration": 182964.42328042327,
            "avg_staff_res_total_duration_str": "00:03:02",
            "human_valid_recep_rate": 0.7142857142857143,
            "human_valid_recep_rate_str": "71.43%",
            "human_invalid_recep_rate": 0.03571428571428571,
            "human_invalid_recep_rate_str": "3.57%",
            "not_mark_is_solved": 22,
            "response_warn_count": 20,
            "staff_res_total_count": 189.0,
            "response_warn_rate": 0.10582010582010581
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Chat Message Data (Paging)

Request method:

POST

Request URL:

/chat-static-api/api/online/session/getMsgStat

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm:ss
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm:ss
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=3
summary_way	Integer	No	0-Summary 1-Daily 2-Weekly 3-Monthly	Default: summary_way=0
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"
page	String	Yes	Current page	Default 1
size	String	Yes	Page Number	15 by default

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
msg_human	Integer	No	Total Chat Messages
msg_visitor_to_staff	Integer	No	Customer Messages
msg_staff	Integer	No	Agent Messages
offline_message	Long	No	Offline Message of Agent
human_avg_msg	Double	No	Average Number of Messages Per Session
msg_staff_visitor_rate	Double	No	Q&A %
human_avg_msg_visitor	Double	No	Avg. Customer Msgs Per Chat
human_avg_msg_staff	Double	No	Avg. Agent Msgs Per Chat
msg_staff_word_count	Integer	No	Agent Chars
human_avg_staff_word_count	Double	No	Avg. Agent Msgs Chars Per Chat
staff_res_total_count	Double	No	Agent Chat Round Level
response_warn_rate	Double	No	Agent Chat Response Alert Round Level
response_warn_count	Integer	No	Agent Chat Response Alert %

Request example:

curl --location --request POST '/chat-static-api/api/online/session/getMsgStat' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-06-11 00:00:00",
  "end_date": "2025-07-10 23:59:00",
  "page": 1,
  "size": 15,
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "page_count": 1,
    "total_count": 1,
    "page_size": 15,
    "items": [
        {
            "depart_id": "11b97b04eaea4f89b84fcbb75e41a3d6",
            "depart_name": "head office",
            "msg_human": 31,
            "msg_visitor_to_staff": 23,
            "msg_staff": 8,
            "offline_message": 0,
            "msg_staff_word_count": 32,
            "human_avg_msg": 3.44,
            "msg_staff_visitor_rate": 0.34782608695652173,
            "msg_staff_visitor_rate_str": "34.78%",
            "human_avg_msg_visitor": 2.56,
            "human_avg_msg_staff": 0.89,
            "human_avg_staff_word_count": 3.56,
            "response_warn_count": 7,
            "staff_res_total_count": 11.0,
            "response_warn_rate": 0.6363636363636364,
            "response_warn_rate_str": "63.64%"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

Customer Statistics API

● Customer Statistics-Overview Data

Request method:

POST

Request URL:

/chat-static-api/api/online/custom/getGeneral

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=2
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
valid_visitor_total	String	No	Total Valid Customers
new_visitor_num	String	No	New Visitors
old_visitor_num	String	No	Regular Visitors
old_visitor_proportion	String	No	Regular Visitor %
one_time_solution_rate	String	No	24h FCR
valid_visitor_total_cycle	String	No	Total Valid Customers MoM
new_visitor_num_cycle	String	No	New Visitors MoM
old_visitor_num_cycle	String	No	Regular Visitors MoM
old_visitor_proportion_cycle	String	No	Regular Visitor % MoM
one_time_solution_rate_cycle	String	No	24h FCR MoM

Request example:

curl --location --request POST '/chat-static-api/api/online/custom/getGeneral' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-06-11 00:00",
  "end_date": "2025-07-10 23:59",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "item": {
        "valid_visitor_total": "21",
        "new_visitor_num": "7",
        "old_visitor_num": "14",
        "old_visitor_proportion": "66.67%",
        "one_time_solution_rate": "22.22%",
        "valid_visitor_total_cycle": "-32.26%",
        "new_visitor_num_cycle": "-69.57%",
        "old_visitor_num_cycle": "55.56%",
        "old_visitor_proportion_cycle": "38.54%",
        "one_time_solution_rate_cycle": "-5.36%"
    }
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Customer Statistics-Bot Reception Data

Request method:

POST

Request URL:

/chat-static-api/api/online/custom/getRobotReception

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=2
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
robot_reception_num	String	No	Bot Received Customers
robot_reception_num_cycle	String	No	Bot Received Customers MoM
robot_reception_valid_num	String	No	Bot Validly Received Customers
robot_reception_valid_num_cycle	String	No	Bot Validly Received Customers MoM
robot_self_reception_num	String	No	Bot Independently Received Customers
robot_self_reception_num_cycle	String	No	Bot Independently Received Customers MoM
robot_self_reception_num_proportion	String	No	Bot Independently Received Customer %
robot_self_reception_num_proportion_cycle	String	No	Bot Independently Received Customer % MoM
robot_to_staff_active	String	No	Proactive Trans-to-Agent Customers
robot_to_staff_active_cycle	String	No	Proactive Trans-to-Agent Customers MoM
robot_to_staff_active_proportion	String	No	Proactive Trans-to-Agent Customer %
robot_to_staff_active_proportion_cycle	String	No	Proactive Trans-to-Agent Customer % MoM
trigger_to_manual_num	String	No	Triggering Trans-to-Agent Customers
trigger_to_manual_num_cycle	String	No	Triggering Trans-to-Agent Customers MoM
trigger_to_manual_num_proportion	String	No	Triggering Trans-to-Agent Customer %
trigger_to_manual_num_proportion_cycle	String	No	Triggering Trans-to-Agent Customer % MoM
transfer_to_staff_num	String	No	Trans-to-Agent Customers
transfer_to_staff_num_cycle	String	No	Trans-to-Agent Customers MoM
robot_to_staff_trigger_key_word	String	No	Keyword-Triggering Trans-To-Agent
robot_to_staff_trigger_key_word_cycle	String	No	Keyword-Triggering Trans-To-Agent MoM
robot_to_staff_trigger_key_word_proportion	String	No	Keyword-Triggering Trans-To-Agent %
robot_to_staff_trigger_key_word_proportion_cycle	String	No	Keyword-Triggering Trans-To-Agent % MoM

Request example:

curl --location --request POST '/chat-static-api/api/online/custom/getRobotReception' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-04-01 00:00",
  "end_date": "2025-07-09 23:59",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "item": {
        "robot_reception_num": "1496",
        "robot_reception_valid_num": "300",
        "robot_self_reception_num": "66",
        "robot_self_reception_num_proportion": "22.00%",
        "transfer_to_staff_num": "1452",
        "robot_to_staff_active": "1441",
        "robot_to_staff_active_proportion": "99.24%",
        "trigger_to_manual_num": "6",
        "trigger_to_manual_num_proportion": "0.41%",
        "robot_to_staff_trigger_key_word": "1",
        "robot_to_staff_trigger_key_word_proportion": "0.07%",
        "robot_reception_num_cycle": "-53.24%",
        "robot_reception_valid_num_cycle": "-64.03%",
        "robot_self_reception_num_cycle": "450.00%",
        "robot_self_reception_num_proportion_cycle": "20.56%",
        "transfer_to_staff_num_cycle": "-54.64%",
        "robot_to_staff_active_cycle": "-54.87%",
        "robot_to_staff_active_proportion_cycle": "-0.51%",
        "trigger_to_manual_num_cycle": "500.00%",
        "trigger_to_manual_num_proportion_cycle": "0.38%",
        "robot_to_staff_trigger_key_word_cycle": "0.00%",
        "robot_to_staff_trigger_key_word_proportion_cycle": "0.07%"
    }
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Customer Statistics-Agent Reception Data

Request method:

POST

Request URL:

/chat-static-api/api/online/custom/getStaffReception

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=2
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
staff_reception_num	String	No	Received Customers
staff_reception_num_cycle	String	No	Received Customers MoM
staff_self_reception_num	String	No	Agent Independently Received Customers
staff_self_reception_num_cycle	String	No	Agent Independently Received Customers MoM
staff_self_reception_num_proportion	String	No	Agent Independently Received Customer %
staff_self_reception_num_proportion_cycle	String	No	Agent Independently Received Customer % MoM
staff_valid_reception_num	String	No	Valid Receptions
staff_valid_reception_num_cycle	String	No	Valid Receptions MoM
staff_valid_reception_num_proportion	String	No	Agent Validly Received Customer %
staff_valid_reception_num_proportion_cycle	String	No	Agent Validly Received Customer % MoM

Request example:

curl --location --request POST '/chat-static-api/api/online/custom/getStaffReception' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-04-01 00:00",
  "end_date": "2025-07-09 23:59",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "item": {
        "staff_reception_num": "704",
        "staff_self_reception_num": "700",
        "staff_self_reception_num_proportion": "99.43%",
        "staff_valid_reception_num": "700",
        "staff_valid_reception_num_proportion": "99.43%",
        "staff_reception_num_cycle": "-69.14%",
        "staff_self_reception_num_cycle": "-69.05%",
        "staff_self_reception_num_proportion_cycle": "-0.31%",
        "staff_valid_reception_num_cycle": "-69.23%",
        "staff_valid_reception_num_proportion_cycle": "-0.31%"
    }
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Customer Statistics-Region Distribution

Request method:

POST

Request URL:

/chat-static-api/api/online/custom/getGeographicalDistribution

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=2
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
robot_ids_param	String	No	Robot flags	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return object

items object:

Param	Type	Required	Description
id	String	No	No.
country	String	No	Country
province	String	No	Region
visitor_total	String	No	Total Visitors
new_visitor_num	String	No	New Visitors
old_visitor_num	String	No	Regular Visitors

Request example:

curl --location --request POST '/chat-static-api/api/online/custom/getGeographicalDistribution' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-04-01 00:00",
  "end_date": "2025-07-09 23:59",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Success",
    "items": [
        {
            "id": "6",
            "country": "China",
            "province": "Beijing",
            "visitor_total": "1445",
            "new_visitor_num": "1402",
            "old_visitor_num": "43"
        },
        {
            "id": "1",
            "country": "United States",
            "province": "California",
            "visitor_total": "2",
            "new_visitor_num": "2",
            "old_visitor_num": "0"
        },
        {
            "id": "4",
            "country": "Netherlands",
            "province": "",
            "visitor_total": "1",
            "new_visitor_num": "0",
            "old_visitor_num": "1"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

Agent Statistics API

● Agent Workload Statistics (Paging)

Request method:

POST

Request URL:

https://sg.sobot.io/chat-static-api/api/customerService/staffWorkStatis

Request param:

Param	Type	Required	Description	Remarks
search_way	Integer	Yes	1- Department 2- Group	Default: search_way=2
start_date	String	Yes	Operation Start Time	pattern:yyyy-MM-dd
end_date	String	Yes	Operation End Time	pattern:yyyy-MM-dd
staff_id_list	List	No	Agent ID	["staffId1","staffId2"]
group_id_list	List	No	Group ID	["groupId1","groupId2"]
page_no	String	No	Page	Default 1
page_size	String	No	Number on each page	Default 15,The maximum allowed is 100, and if it exceeds 100, it will be reset to 100.

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
service_nick	String	No	Agent Nickname
service_email	String	No	Agent Email
group_name	String	No	Agent Skill Group
human_consult	Integer	No	Total Chats
human_self	Integer	No	Bot Reception Chats
human_valid	Integer	No	Valid Chats
human_invalid	Integer	No	Invalid Chats
human_invalid_recep	Integer	No	Invalid Reception Chats
first_response_time_set	Integer	No	1st Reception-1st Response Chats
transfer_first_res_duration	Long	No	Transferred 1st-Response Chats
valid_recep_rate_str	String	No	Valid Reception Chat %
not_recep_rate_str	String	No	Unreceived Chat %
max_conv_num	String	No	Max received chats
human_consult_duration_str	String	No	Agent Inquiry Duration
valid_information	Integer	No	Valid Info-Collecting Chats
human_valid_recep	Integer	No	Valid Reception Chats
valid_response_counts	Long	No	Valid interactive chats
avg_human_confirm_duration_transfer_str	String	No	Transfer Duration
total_human_message	Integer	No	Total Chats
msg_staff	Integer	No	Agent Messages
msg_visitor_tostaff	Integer	No	No. of Message From Customer
answer_than_str	String	No	A&Q %
msg_staff_wordcount	Integer	No	Agent Chars
human_visitor_consult	Long	No	Valid Inquiry Chats
roll_in	Integer	No	Transfer-in Chats
roll_out	Integer	No	Transfer-out Chats
human_not_recep	Integer	No	Unreceived Chats
last_staff_consult	Long	No	Last Reception Chats
quiet_after_session_count	Long	No	24h FCR
quiet_after_session_rate_str	String	No	24h FCR %
human_initiative	Integer	No	Proactive Chats
avg_session_duration_str	String	No	Avg. Agent Reception Time
avg_total_session_duration_str	String	No	Avg. Total Chat Duration
avg_first_response_time_str	String	No	Avg. 1st Response Time
transfer_first_response_rate_str	String	No	Transferred 1st Response %
response_time_avg_str	String	No	Avg. Response Time
response_duration_max_str	String	No	Max Response Time
first_response_rate_str	String	No	1st Response %
first_response_in30s_rate_str	String	No	30s Response %
first_response_in60s_rate_str	String	No	60s Response %
solve_not_mark	Integer	No	Chats not Tagged as Resolved or Unresolved
snatch_out	Integer	No	Taken-Away Chats
response_counts	Integer	No	Agent chat round level
summary_solved	Integer	No	Resolved Chats
summary_not_solved	Integer	No	Unresolved Chats
snatch_in	Integer	No	Taken-Away Chats
response_rate_str	String	No	Agent final response %
staff_connect_rate_str	String	No	Agent Connection %
human_res_warn_count	Integer	No	Agent chat response alert round level
human_res_warn_rate_str	String	No	Agent chat response alert rate
total_times	Integer	No	Chat Feedback
comment_rate_str	String	No	Feedback %
initiative	Integer	No	Proactive Customer Feedback
customer_initiative_rate_str	String	No	Proactive Customer Feedback %
invite_counts	Integer	No	Invitations
invite_counts_rate_str	String	No	Invitation %
invites	Integer	No	Agent-Invited Feedback
staff_invite_rate_str	String	No	Agent-Invited Feedback %
level2_score5_rate_str	String	No	Satisfication % (level 2 evaluation)
level2_score1_rate_str	String	No	Dissatisfication % (level 2 evaluation)
avg_comment_score	Double	No	Avg. Score (5 Stars)
good_rate_str	String	No	Positive Feedback % (5 Stars)
middle_rate_str	String	No	Moderate Feedback % (5 Stars)
bad_rate_str	String	No	Neg. Feedback % (5 Stars)
score5_rate_str	String	No	5 Stars %
score4_rate_str	String	No	4 Stars %
score3_rate_str	String	No	3 Stars %
score2_rate_str	String	No	2 Stars %
score1_rate_str	String	No	1 Stars %
avg_nps_score	Double	No	Avg. Score (10 Scores)
good_nps_rate_str	String	No	Positive Feedback % (10 Scores)
middle_nps_rate_str	String	No	Moderate Feedback % (10 Scores)
bad_nps_rate_str	String	No	Neg. Feedback % (10 Scores)
nps_score10_rate_str	String	No	10 Scores %
nps_score9_rate_str	String	No	9 Scores %
nps_score8_rate_str	String	No	8 Scores %
nps_score7_rate_str	String	No	7 Scores %
nps_score6_rate_str	String	No	6 Scores %
nps_score5_rate_str	String	No	5 Scores %
nps_score4_rate_str	String	No	4 Scores %
nps_score3_rate_str	String	No	3 Scores %
nps_score2_rate_str	String	No	2 Scores %
nps_score1_rate_str	String	No	1 Scores %
level2_score5	Integer	No	Satisfication Chats (level 2 evaluation)
level2_score1	Integer	No	Dissatisfication Chats (level 2 evaluation)
good	Integer	No	Chats with Positive Feedback (5 Stars)
middle	Integer	No	Chats with Moderate Feedback (5 Stars)
bad	Integer	No	Chats with Neg. Feedback (5 Stars)
score5	Integer	No	5-Star Chats
score4	Integer	No	4-Star Chats
score3	Integer	No	3-Star Chats
score2	Integer	No	2-Star Chats
score1	Integer	No	1-Star Chats
nps_good	Integer	No	Chats with Positive Feedback (10 Scores)
nps_middle	Integer	No	Chats with Moderate Feedback (10 Scores)
nps_bad	Integer	No	Chats with Neg. Feedback (10 Scores)
nps_score10	Integer	No	10-Score Chats
nps_score9	Integer	No	9-Score Chats
nps_score8	Integer	No	8-Score Chats
nps_score7	Integer	No	7-Score Chats
nps_score6	Integer	No	6-Score Chats
nps_score5	Integer	No	5-Score Chats
nps_score4	Integer	No	4-Score Chats
nps_score3	Integer	No	3-Score Chats
nps_score2	Integer	No	2-Score Chats
nps_score1	Integer	No	1-Score Chats
remark	Integer	No	Remarks

Request example:

curl--location'https://sg.sobot.io/chat-static-api/api/customerService/staffWorkStatis'\
--header 'token: c84f8b6f5885434da40d8449eb15c7f1' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai' \
--header 'Content-Type: application/json' \
--data '{
    "search_way":"1",
    "start_date": "2023-04-01",
    "end_date": "2023-06-30",
    "staff_id_list": ["staff_id1","staff_id2"],
    "group_id_list": ["group_id1","group_id2"],
    "page_no": "1",
    "page_size": "15"
}'

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Succeed",
  "page_no": 1,
  "page_count": 1,
  "total_count": 5,
  "page_size": 15,
  "items": [
    {
      "start_date": "2025-03-19",
      "end_date": "2025-04-17",
      "group_id": "5a06cfe6bdac42419c56ec7e15dd64e9",
      "group_name": "group1",
      "staff_id": "0a8c83731fd04728ac2ed13e9ef180dc",
      "service_email": "staff1@zhichi.com",
      "service_nick": "staff1",
      "human_consult": 7,
      "human_self": 0,
      "human_valid": 4,
      "valid_information": 0,
      "human_invalid": 3,
      "human_valid_recep": 0,
      "human_invalid_recep": 0,
      "first_response_time_set": 0,
      "transfer_first_res_duration": 0,
      "human_visitor_consult": 4,
      "valid_recep_rate_str": "0.00%",
      "roll_in": 1,
      "roll_out": 1,
      "human_not_recep": 4,
      "not_recep_rate_str": "100.00%",
      "last_staff_consult": 6,
      "quiet_after_session_count": 2,
      "quiet_after_session_rate_str": "33.33%",
      "human_initiative": 0,
      "human_consult_duration": 2099106,
      "human_consult_duration_str": "00:34:59",
      "avg_session_duration": 301885.75,
      "avg_session_duration_str": "00:05:01",
      "avg_total_session_duration": 299872.2857,
      "avg_total_session_duration_str": "00:04:59",
      "summary_solved": 0,
      "summary_not_solved": 0,
      "solve_not_mark": 7,
      "lastmsg_staff": 0,
      "snatch_in": 0,
      "snatch_out": 0,
      "staff_connect_rate_str": "0.00%",
      "avg_human_confirm_duration_transfer": 9073,
      "avg_human_confirm_duration_transfer_str": "00:00:09",
      "total_human_message": 9,
      "msg_staff": 0,
      "msg_visitor_tostaff": 9,
      "answer_than_str": "0.00%",
      "msg_staff_wordcount": 0,
      "avg_first_response_time": 353669.5,
      "avg_first_response_time_str": "00:05:53",
      "first_response_rate_str": "0.00%",
      "transfer_first_response_rate_str": "0.00%",
      "response_time_avg": 353669.5,
      "response_time_avg_str": "00:05:53",
      "response_duration_max": 818770,
      "response_duration_max_str": "00:13:38",
      "first_response_in30s_rate_str": "0.00%",
      "first_response_in60s_rate_str": "0.00%",
      "total_times": 1,
      "comment_rate_str": "25.00%",
      "initiative": 0,
      "customer_initiative_rate_str": "0.00%",
      "invite_counts": 0,
      "invite_counts_rate_str": "0.00%",
      "invites": 1,
      "staff_invite_rate_str": "100.00%",
      "avg_comment_score": 0,
      "good_rate_str": "0.00%",
      "middle_rate_str": "0.00%",
      "bad_rate_str": "0.00%",
      "score5_rate_str": "0.00%",
      "score4_rate_str": "0.00%",
      "score3_rate_str": "0.00%",
      "score2_rate_str": "0.00%",
      "score1_rate_str": "0.00%",
      "avg_nps_score": 10,
      "good_nps_rate_str": "100.00%",
      "middle_nps_rate_str": "0.00%",
      "bad_nps_rate_str": "0.00%",
      "nps_score10_rate_str": "100.00%",
      "nps_score9_rate_str": "0.00%",
      "nps_score8_rate_str": "0.00%",
      "nps_score7_rate_str": "0.00%",
      "nps_score6_rate_str": "0.00%",
      "nps_score5_rate_str": "0.00%",
      "nps_score4_rate_str": "0.00%",
      "nps_score3_rate_str": "0.00%",
      "nps_score2_rate_str": "0.00%",
      "nps_score1_rate_str": "0.00%",
      "nps_score0_rate_str": "0.00%",
      "good": 0,
      "middle": 0,
      "bad": 0,
      "score5": 0,
      "score4": 0,
      "score3": 0,
      "score2": 0,
      "score1": 0,
      "nps_good": 1,
      "nps_middle": 0,
      "nps_bad": 0,
      "nps_score10": 1,
      "nps_score9": 0,
      "nps_score8": 0,
      "nps_score7": 0,
      "nps_score6": 0,
      "nps_score5": 0,
      "nps_score4": 0,
      "nps_score3": 0,
      "nps_score2": 0,
      "nps_score1": 0,
      "nps_score0": 0,
      "level2_score1": 0,
      "level2_score5": 0,
      "level2_score1_rate_str": "0.00%",
      "level2_score5_rate_str": "0.00%",
      "remark": 0,
      "valid_response_counts": 0,
      "response_rate_str": "0.00%",
      "max_conv_num": "1",
      "human_res_warn_count": 3,
      "response_counts": 4,
      "human_res_warn_rate_str": "75.00%"
    },
    {
      "start_date": "2025-03-19",
      "end_date": "2025-04-17",
      "group_id": "5a06cfe6bdac42419c56ec7e15dd64e9",
      "group_name": "group2",
      "staff_id": "903965b75366482dbc95a4322538e2c8",
      "service_email": "staff2@zhichi.com",
      "service_nick": "staff2",
      "human_consult": 9,
      "human_self": 1,
      "human_valid": 6,
      "valid_information": 0,
      "human_invalid": 3,
      "human_valid_recep": 1,
      "human_invalid_recep": 0,
      "first_response_time_set": 0,
      "transfer_first_res_duration": 0,
      "human_visitor_consult": 6,
      "valid_recep_rate_str": "16.67%",
      "roll_in": 0,
      "roll_out": 0,
      "human_not_recep": 5,
      "not_recep_rate_str": "83.33%",
      "last_staff_consult": 9,
      "quiet_after_session_count": 2,
      "quiet_after_session_rate_str": "22.22%",
      "human_initiative": 0,
      "human_consult_duration": 4363974,
      "human_consult_duration_str": "01:12:43",
      "avg_session_duration": 228155.6667,
      "avg_session_duration_str": "00:03:48",
      "avg_total_session_duration": 484886,
      "avg_total_session_duration_str": "00:08:04",
      "summary_solved": 0,
      "summary_not_solved": 0,
      "solve_not_mark": 9,
      "lastmsg_staff": 1,
      "snatch_in": 0,
      "snatch_out": 0,
      "staff_connect_rate_str": "16.67%",
      "avg_human_confirm_duration_transfer": 0,
      "avg_human_confirm_duration_transfer_str": "00:00:00",
      "total_human_message": 14,
      "msg_staff": 7,
      "msg_visitor_tostaff": 7,
      "answer_than_str": "100.00%",
      "msg_staff_wordcount": 50,
      "avg_first_response_time": 392346,
      "avg_first_response_time_str": "00:06:32",
      "first_response_rate_str": "0.00%",
      "transfer_first_response_rate_str": "0.00%",
      "response_time_avg": 392346,
      "response_time_avg_str": "00:06:32",
      "response_duration_max": 572595,
      "response_duration_max_str": "00:09:32",
      "first_response_in30s_rate_str": "0.00%",
      "first_response_in60s_rate_str": "0.00%",
      "total_times": 0,
      "comment_rate_str": "0.00%",
      "initiative": 0,
      "customer_initiative_rate_str": "0.00%",
      "invite_counts": 0,
      "invite_counts_rate_str": "0.00%",
      "invites": 0,
      "staff_invite_rate_str": "0.00%",
      "avg_comment_score": 0,
      "good_rate_str": "0.00%",
      "middle_rate_str": "0.00%",
      "bad_rate_str": "0.00%",
      "score5_rate_str": "0.00%",
      "score4_rate_str": "0.00%",
      "score3_rate_str": "0.00%",
      "score2_rate_str": "0.00%",
      "score1_rate_str": "0.00%",
      "avg_nps_score": 0,
      "good_nps_rate_str": "0.00%",
      "middle_nps_rate_str": "0.00%",
      "bad_nps_rate_str": "0.00%",
      "nps_score10_rate_str": "0.00%",
      "nps_score9_rate_str": "0.00%",
      "nps_score8_rate_str": "0.00%",
      "nps_score7_rate_str": "0.00%",
      "nps_score6_rate_str": "0.00%",
      "nps_score5_rate_str": "0.00%",
      "nps_score4_rate_str": "0.00%",
      "nps_score3_rate_str": "0.00%",
      "nps_score2_rate_str": "0.00%",
      "nps_score1_rate_str": "0.00%",
      "nps_score0_rate_str": "0.00%",
      "good": 0,
      "middle": 0,
      "bad": 0,
      "score5": 0,
      "score4": 0,
      "score3": 0,
      "score2": 0,
      "score1": 0,
      "nps_good": 0,
      "nps_middle": 0,
      "nps_bad": 0,
      "nps_score10": 0,
      "nps_score9": 0,
      "nps_score8": 0,
      "nps_score7": 0,
      "nps_score6": 0,
      "nps_score5": 0,
      "nps_score4": 0,
      "nps_score3": 0,
      "nps_score2": 0,
      "nps_score1": 0,
      "nps_score0": 0,
      "level2_score1": 0,
      "level2_score5": 0,
      "level2_score1_rate_str": "0.00%",
      "level2_score5_rate_str": "0.00%",
      "remark": 0,
      "valid_response_counts": 0,
      "response_rate_str": "16.67%",
      "max_conv_num": "1",
      "human_res_warn_count": 2,
      "response_counts": 6,
      "human_res_warn_rate_str": "33.33%"
    }
  ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Work Status(Paging)

Request method:

POST

Request URL:

/chat-static-api/api/online/staff/getWorkLogList

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"
page	String	Yes	Current page	Default 1
size	String	Yes	Page Number	15 by default

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
staff_id	String	No	Agent ID
staff_name	String	No	Agent Name
department_id	String	No	Department ID
department_name	String	No	Department
start_login_time	Long	No	First login time (millisecond-level timestamp)
first_login_time	Long	No	First online time (millisecond-level timestamp)
online_duration	Long	No	Online duration (milliseconds)
busy_counts	Integer	No	Number of busy times
busy_all_duration	Long	No	Busy duration (milliseconds)
rest_duration	Long	No	Break duration (milliseconds)
eat_duration	Long	No	Meal duration (milliseconds)
active_duration	Long	No	Activity duration (milliseconds)
train_duration	Long	No	Training duration (milliseconds)
meet_duration	Long	No	Meeting duration (milliseconds)
last_leave_time	Long	No	Last offline time (millisecond-level timestamp)

Request example:

curl --location '/chat-static-api/api/online/staff/getWorkLogList' \
--header 'token: c84f8b6f5885434da40d8449eb15c7f1' \
--header 'language: en' \
--header 'timezoneid: Asia/Shanghai' \
--header 'Content-Type: application/json' \
--data '{
    "start_date": "2025-04-01",
    "end_date": "2025-06-30",
    "staff_id_list": ["staff_id1","staff_id2"],
    "group_id_list": ["group_id1","group_id2"],
    "page": "1",
    "size": "2"
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "page_count": 5,
    "total_count": 9,
    "page_size": 2,
    "items": [
        {
            "staff_id": "e6d913b5c1e346558b55e4720f7f49b2",
            "staff_name": "[]",
            "department_id": "913d909e3a194598ba61cf904b5dc12a|11b97b04eaea4f89b84fcbb75e41a3d6",
            "department_name": "Headquarters",
            "group_id": "135cbdc489f9412881ae97781bc0999a,2a5171b2a85d49bda666f1569588d12e,18634c519b134cce9cd3a663297ba9e9,284a84325e504b5489179b925ec01e54",
            "group_name": "Super Admin1, Session Statistics Test, Super Admin Group, lzc",
            "start_login_time": "1747893918830",
            "free_duration": "11529665",
            "app_free_duration": "0",
            "online_duration": "11529665",
            "busy_counts": "1",
            "busy_duration": "2059",
            "app_busy_duration": "0",
            "busy_all_duration": "2059",
            "rest_duration": "0",
            "eat_duration": "0",
            "active_duration": "0",
            "train_duration": "0",
            "meet_duration": "0",
            "last_leave_time": "1747898942095",
            "first_login_time": "1743478293005",
            "result_month": "2025-04",
            "result_week": "14",
            "result_date": "2025-04-01",
            "result_year": "2025",
            "company_id": "913d909e3a194598ba61cf904b5dc12a",
            "start_date": "2025-04-01",
            "end_date": "2025-07-09"
        },
        {
            "staff_id": "642d296772cf45ca99bc2a280bef6c10",
            "staff_name": "Zhao Chen",
            "department_id": "913d909e3a194598ba61cf904b5dc12a|11b97b04eaea4f89b84fcbb75e41a3d6",
            "department_name": "Headquarters",
            "group_id": "3b4a3eb565f74558a0b746023a85e0ad,284a84325e504b5489179b925ec01e54,135cbdc489f9412881ae97781bc0999a",
            "group_name": "Test, lzc, Super Admin 1",
            "start_login_time": "1751953173368",
            "free_duration": "273494425",
            "app_free_duration": "0",
            "online_duration": "273494425",
            "busy_counts": "1",
            "busy_duration": "1637",
            "app_busy_duration": "0",
            "busy_all_duration": "1637",
            "rest_duration": "0",
            "eat_duration": "0",
            "active_duration": "0",
            "train_duration": "0",
            "meet_duration": "0",
            "last_leave_time": "1751953702117",
            "first_login_time": "1743481451524",
            "result_month": "2025-04",
            "result_week": "14",
            "result_date": "2025-04-01",
            "result_year": "2025",
            "company_id": "913d909e3a194598ba61cf904b5dc12a",
            "start_date": "2025-04-01",
            "end_date": "2025-07-09"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

Satisfaction Statistics API

● Query for Session Satisfaction Statistics

Request method:

POST

Request URL:

/chat-static-api/api/online/satisfaction/getSatisfactionSurvey

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=1
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
Overview Data
human_valid	Integer	No	Valid Agent Chats
human_valid_ratio	String	No	Valid Agent Chats MoM
total_times	Integer	No	Chat Feedback
total_times_ratio	String	No	Chat Feedback MoM
comment_rate_str	String	No	Feedback %
comment_rate_str_ratio	String	No	Feedback % MoM
valid_reception_comment_rate_str	String	No	Valid Reception Chat Feedback %
valid_reception_comment_rate_str_ratio	String	No	Valid Reception Chat Feedback % MoM
initiative	Integer	No	Proactive Customer Feedback
initiative_ratio	String	No	Proactive Customer Feedback MoM
customer_initiative_rate_str	String	No	Proactive Customer Feedback %
customer_initiative_rate_str_ratio	String	No	Proactive Customer Feedback % MoM
invite_counts_rate_str	String	No	Agent Invitation %
invite_counts_rate_str_ratio	String	No	Agent Invitation % MoM
invite_counts	Integer	No	Agent Invitations
invite_counts_ratio	String	No	Agent Invitations MoM
staff_invite_rate_str	String	No	Invited Feedback %
staff_invite_rate_str_ratio	String	No	Invited Feedback % MoM
invites	Integer	No	Agent-Invited Feedback
invites_ratio	String	No	Agent-Invited Feedback MoM
not_solved	Integer	No	Unresolved Evaluation
not_solved_ratio	Integer	No	Unresolved Evaluation MoM
not_solved_rate_str	String	No	Unresolved Evaluation %
not_solved_rate_str_ratio	String	No	Unresolved Evaluation % MoM
solved	Integer	No	Resolved Evaluation
solved_ratio	String	No	Resolved Evaluation MoM
solved_rate_str	String	No	Resolved Evaluation %
solved_rate_str_ratio	String	No	Resolved Evaluation % MoM
solved_count	Integer	No	Total Resolved Evaluation
solved_count_ratio	Integer	No	Total Resolved Evaluation MoM
Level 2 Evaluation Data
level2_score5	Integer	No	Number Of Satisfied Chats
level2_score5_ratio	String	No	Number Of Satisfied Chats MoM
level2_score5_rate_str	String	No	Satisfaction Rate
level2_score5_rate_str_ratio	String	No	Satisfaction Rate MoM
level2_score1	Integer	No	Number Of Dissatisfied Chats
level2_score1_ratio	String	No	Number Of Dissatisfied Chats MoM
level2_score1_rate_str	String	No	Dissatisfaction Rate
level2_score1_rate_str_ratio	String	No	Dissatisfaction Rate MoM
Rating Data
avg_comment_score	String	No	Avg. Score (5 Stars)
avg_comment_score_ratio	String	No	Avg. Score MoM(5 Stars)
good	Integer	No	Chats with Positive Feedback
good_ratio	String	No	Chats with Positive Feedback MoM
good_rate_str	String	No	Positive Feedback %
good_rate_str_ratio	String	No	Positive Feedback % MoM
middle	Integer	No	Chats with Moderate Feedback
middle_ratio	String	No	Chats with Moderate Feedback MoM
middle_rate_str	String	No	Moderate Feedback %
middle_rate_str_ratio	String	No	Moderate Feedback % MoM
bad	Integer	No	Chats with Neg. Feedback
bad_ratio	String	No	Chats with Neg. Feedback MoM
bad_rate_str	String	No	Neg. Feedback %
bad_rate_str_ratio	String	No	Neg. Feedback % MoM
score5	Integer	No	5 Stars Chats
score5_ratio	String	No	5 Stars Chats MoM
score4	Integer	No	4 Stars Chats
score4_ratio	String	No	4 Stars Chats MoM
score3	Integer	No	3 Stars Chats
score3_ratio	String	No	3 Stars Chats MoM
score2	Integer	No	2 Stars Chats
score2_ratio	String	No	2 Stars Chats MoM
score1	Integer	No	1 Stars Chats
score1_ratio	String	No	1 Stars Chats MoM
score5_rate_str	String	No	5 Stars Chat %
score5_rate_str_ratio	String	No	5 Stars Chat % MoM
score4_rate_str	String	No	4 Stars Chat %
score4_rate_str_ratio	String	No	4 Stars Chat % MoM
score3_rate_str	String	No	3 Stars Chat %
score3_rate_str_ratio	String	No	3 Stars Chat % MoM
score2_rate_str	String	No	2 Stars Chat %
score2_rate_str_ratio	String	No	2 Stars Chat % MoM
score1_rate_str	String	No	1 Stars Chat %
score1_rate_str_ratio	String	No	1 Stars Chat % MoM
Scoring Data
avg_nps_score	String	No	Avg. Score (10 Scores)
avg_nps_score_ratio	String	No	Avg. Score MoM(10 Scores)
nps_good	Integer	No	Chats with Positive Feedback
nps_good_ratio	String	No	Chats with Positive Feedback MoM
good_nps_rate_str	String	No	Positive Feedback %
good_nps_rate_str_ratio	String	No	Positive Feedback % MoM
nps_middle	Integer	No	Chats with Moderate Feedback
nps_middle_ratio	String	No	Chats with Moderate Feedback MoM
middle_nps_rate_str	String	No	Moderate Feedback %
middle_nps_rate_str_ratio	String	No	Moderate Feedback % MoM
nps_bad	Integer	No	Chats with Neg. Feedback
nps_bad_ratio	String	No	Chats with Neg. Feedback
bad_nps_rate_str	String	No	Neg. Feedback %
bad_nps_rate_str_ratio	String	No	Neg. Feedback % MoM
nps_score10	Integer	No	10 Scores Chats
nps_score10_ratio	String	No	10 Scores Chats MoM
nps_score9	Integer	No	9 Scores Chats
nps_score9_ratio	String	No	9 Scores Chats MoM
nps_score8	Integer	No	8 Scores Chats
nps_score8_ratio	String	No	8 Scores Chats MoM
nps_score7	Integer	No	7 Scores Chats
nps_score7_ratio	String	No	7 Scores Chats MoM
nps_score6	Integer	No	6 Scores Chats
nps_score6_ratio	String	No	6 Scores Chats MoM
nps_score5	Integer	No	5 Scores Chats
nps_score5_ratio	String	No	5 Scores Chats MoM
nps_score4	Integer	No	4 Scores Chats
nps_score4_ratio	String	No	4 Scores Chats MoM
nps_score3	Integer	No	3 Scores Chats
nps_score3_ratio	String	No	3 Scores Chats MoM
nps_score2	Integer	No	2 Scores Chats
nps_score2_ratio	String	No	2 Scores Chats MoM
nps_score1	Integer	No	1 Scores Chats
nps_score1_ratio	String	No	1 Scores Chats MoM
nps_score0	Integer	No	0 Scores Chats
nps_score0_ratio	String	No	0 Scores Chats MoM
nps_score10_rate_str	String	No	10 Scores Chat %
nps_score10_rate_str_ratio	String	No	10 Scores Chat % MoM
nps_score9_rate_str	String	No	9 Scores Chat %
nps_score9_rate_str_ratio	String	No	9 Scores Chat % MoM
nps_score8_rate_str	String	No	8 Scores Chat %
nps_score8_rate_str_ratio	String	No	8 Scores Chat % MoM
nps_score7_rate_str	String	No	7 Scores Chat %
nps_score7_rate_str_ratio	String	No	7 Scores Chat % MoM
nps_score6_rate_str	String	No	6 Scores Chat %
nps_score6_rate_str_ratio	String	No	6 Scores Chat % MoM
nps_score5_rate_str	String	No	5 Scores Chat %
nps_score5_rate_str_ratio	String	No	5 Scores Chat % MoM
nps_score4_rate_str	String	No	4 Scores Chat %
nps_score4_rate_str_ratio	String	No	4 Scores Chat % MoM
nps_score3_rate_str	String	No	3 Scores Chat %
nps_score3_rate_str_ratio	String	No	3 Scores Chat % MoM
nps_score2_rate_str	String	No	2 Scores Chat %
nps_score2_rate_str_ratio	String	No	2 Scores Chat % MoM
nps_score1_rate_str	String	No	1 Scores Chat %
nps_score1_rate_str_ratio	String	No	1 Scores Chat %
nps_score0_rate_str	String	No	0 Scores Chat %
nps_score0_rate_str_ratio	String	No	0 Scores Chat % MoM

Request example:

curl --location --request POST '/chat-static-api/api/online/satisfaction/getSatisfactionSurvey' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-04-01",
  "end_date": "2025-07-09",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "item": {
        "human_valid": 1282,
        "human_valid_ratio": "-46.18%",
        "total_times": 687,
        "total_times_ratio": "-70.60%",
        "score_total_times": 684,
        "nps_total_times": 0,
        "comment_rate_str": "53.59%",
        "comment_rate_str_ratio": "-45.38%",
        "valid_reception_comment_rate_str": "93.72%",
        "valid_reception_comment_rate_str_ratio": "-5.24%",
        "initiative": 375,
        "initiative_ratio": "-70.60%",
        "customer_initiative_rate_str": "54.59%",
        "customer_initiative_rate_str_ratio": "-0.34%",
        "invite_counts_rate_str": "24.49%",
        "invite_counts_rate_str_ratio": "-44.91%",
        "invite_counts": 314,
        "invite_counts_ratio": "-70.35%",
        "staff_invite_rate_str": "45.41%",
        "staff_invite_rate_str_ratio": "0.41%",
        "invites": 312,
        "invites_ratio": "-70.48%",
        "not_solved": 312,
        "not_solved_ratio": "-70.45%",
        "not_solved_rate_str": "45.61%",
        "not_solved_rate_str_ratio": "0.47%",
        "solved": 372,
        "solved_ratio": "-70.71%",
        "solved_rate_str": "54.39%",
        "solved_rate_str_ratio": "-0.39%",
        "solved_count": 684,
        "solved_count_ratio": "-70.59%",
        "avg_comment_score": "3.00",
        "avg_comment_score_ratio": "-0.99%",
        "good": 156,
        "good_ratio": "-66.95%",
        "good_rate_str": "22.81%",
        "good_rate_str_ratio": "12.49%",
        "middle": 253,
        "middle_ratio": "-73.06%",
        "middle_rate_str": "36.99%",
        "middle_rate_str_ratio": "-8.30%",
        "bad": 275,
        "bad_ratio": "-70.01%",
        "bad_rate_str": "40.20%",
        "bad_rate_str_ratio": "2.07%",
        "score5": 156,
        "score5_ratio": "-66.95%",
        "score4": 112,
        "score4_ratio": "-77.42%",
        "score3": 141,
        "score3_ratio": "-68.17%",
        "score2": 125,
        "score2_ratio": "-73.46%",
        "score1": 150,
        "score1_ratio": "-66.37%",
        "score5_rate_str": "22.81%",
        "score5_rate_str_ratio": "12.49%",
        "score4_rate_str": "16.37%",
        "score4_rate_str_ratio": "-23.15%",
        "score3_rate_str": "20.61%",
        "score3_rate_str_ratio": "8.33%",
        "score2_rate_str": "18.27%",
        "score2_rate_str_ratio": "-9.67%",
        "score1_rate_str": "21.93%",
        "score1_rate_str_ratio": "14.47%",
        "avg_nps_score": "0.00",
        "avg_nps_score_ratio": "NA",
        "nps_good": 0,
        "nps_good_ratio": "NA",
        "good_nps_rate_str": "0.00%",
        "good_nps_rate_str_ratio": "NA",
        "nps_middle": 0,
        "nps_middle_ratio": "NA",
        "middle_nps_rate_str": "0.00%",
        "middle_nps_rate_str_ratio": "NA",
        "nps_bad": 0,
        "nps_bad_ratio": "NA",
        "bad_nps_rate_str": "0.00%",
        "bad_nps_rate_str_ratio": "NA",
        "nps_score10": 0,
        "nps_score10_ratio": "NA",
        "nps_score9": 0,
        "nps_score9_ratio": "NA",
        "nps_score8": 0,
        "nps_score8_ratio": "NA",
        "nps_score7": 0,
        "nps_score7_ratio": "NA",
        "nps_score6": 0,
        "nps_score6_ratio": "NA",
        "nps_score5": 0,
        "nps_score5_ratio": "NA",
        "nps_score4": 0,
        "nps_score4_ratio": "NA",
        "nps_score3": 0,
        "nps_score3_ratio": "NA",
        "nps_score2": 0,
        "nps_score2_ratio": "NA",
        "nps_score1": 0,
        "nps_score1_ratio": "NA",
        "nps_score0": 0,
        "nps_score0_ratio": "NA",
        "nps_score10_rate_str": "0.00%",
        "nps_score10_rate_str_ratio": "NA",
        "nps_score9_rate_str": "0.00%",
        "nps_score9_rate_str_ratio": "NA",
        "nps_score8_rate_str": "0.00%",
        "nps_score8_rate_str_ratio": "NA",
        "nps_score7_rate_str": "0.00%",
        "nps_score7_rate_str_ratio": "NA",
        "nps_score6_rate_str": "0.00%",
        "nps_score6_rate_str_ratio": "NA",
        "nps_score5_rate_str": "0.00%",
        "nps_score5_rate_str_ratio": "NA",
        "nps_score4_rate_str": "0.00%",
        "nps_score4_rate_str_ratio": "NA",
        "nps_score3_rate_str": "0.00%",
        "nps_score3_rate_str_ratio": "NA",
        "nps_score2_rate_str": "0.00%",
        "nps_score2_rate_str_ratio": "NA",
        "nps_score1_rate_str": "0.00%",
        "nps_score1_rate_str_ratio": "NA",
        "nps_score0_rate_str": "0.00%",
        "nps_score0_rate_str_ratio": "NA",
        "level2_score1": 0,
        "level2_score1_ratio": "NA",
        "level2_score5": 3,
        "level2_score5_ratio": "-66.67%",
        "level2_score1_rate_str": "0.00%",
        "level2_score1_rate_str_ratio": "NA",
        "level2_score5_rate_str": "100.00%",
        "level2_score5_rate_str_ratio": "0.00%"
    }
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

● Query for Customer Satisfaction Statistics

Request method:

POST

Request URL:

/chat-static-api/api/online/satisfaction/getCustomerSatisfaction

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd
search_way	Integer	Yes	1-Department 2-Skill Group 3-Channel	Default: search_way=1
source	String	No	Channel Type	In case of two or more, separate by ",", such as "1,2"
channel_flag	String	No	channel_flag_key	In case of two or more, separate by ",", such as "1,2"
depart_ids_param	String	No	Department IDs	In case of two or more, separate by ",", such as "1,2"
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
staff_ids_param	String	No	Agent IDs	In case of two or more, separate by ",", such as "1,2"

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

item object:

Param	Type	Required	Description
Overview Data
human_valid	Integer	No	Agent Valid Customers
human_valid_change	String	No	Agent Valid Customers MoM
human_in_valid_recep	Integer	No	Agent Validly Received Customers
human_in_valid_recep_change	String	No	Agent Validly Received Customers MoM
evaluate	String	No	Feedback Customers
evaluate_change	String	No	Feedback Customers MoM
solved	String	No	Resolved Evaluation Customers
solved_change	String	No	Resolved Evaluation Customers MoM
active_evaluate	Integer	No	Proactive Feedback Customers
active_evaluate_change	String	No	Proactive Feedback Customers MoM
staff_invite	String	No	Customers Invited by Agent
staff_invite_change	String	No	Customers Invited by Agent MoM
invite_evaluate	String	No	Customers Invited by Agent to Evaluate
invite_evaluate_change	String	No	Customers Invited by Agent to Evaluate MoM
Level 2 Evaluation Data
level2_score5	Integer	No	Number of Satisfied Chats
level2_score5_change	String	No	Number of Satisfied Chats MoM
level2_score1	String	No	Number of Dissatisfied Chats
level2_score1_change	String	No	Number of Dissatisfied Chats MoM
Rating Data
score5_average	String	No	Avg. Score (5 Stars)
score5_average_change	String	No	Avg. Score MoM(5 Stars)
score5	String	No	5-Star Rating
score5_change	String	No	5-Star Rating MoM
score4	String	No	4-Star Rating
score4_change	String	No	4-Star Rating MoM
score3	String	No	3-Star Rating
score3_change	String	No	3-Star Rating MoM
score2	String	No	2-Star Rating
score2_change	String	No	2-Star Rating MoM
score1	String	No	1-Star Rating
score1_change	String	No	1-Star Rating MoM
Scoring Data
nps10_average	String	No	Avg. Score (10 Scores)
nps10_average_change	String	No	Avg. Score MoM(10 Scores)
nps10	String	No	10 Score Rating
nps10_change	String	No	10 Score Rating MoM
nps9	String	No	9 Score Rating
nps9_change	String	No	9 Score Rating MoM
nps8	String	No	8 Score Rating
nps8_change	String	No	8 Score Rating MoM
nps7	String	No	7 Score Rating
nps7_change	String	No	7 Score Rating MoM
nps6	String	No	6 Score Rating
nps6_change	String	No	6 Score Rating MoM
nps5	String	No	5 Score Rating
nps5_change	String	No	5 Score Rating MoM
nps4	String	No	4 Score Rating
nps4_change	String	No	4 Score Rating MoM
nps3	String	No	3 Score Rating
nps3_change	String	No	3 Score Rating MoM
nps2	String	No	2 Score Rating
nps2_change	String	No	2 Score Rating MoM
nps1	String	No	1 Score Rating
nps1_change	String	No	1 Score Rating MoM
nps0	String	No	0 Score Rating
nps0_change	String	No	0 Score Rating MoM

Request example:

curl --location --request POST '/chat-static-api/api/online/satisfaction/getCustomerSatisfaction' \
--header 'token: 3a9da6809b0c4daebe4706d17e4bcf89' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
  "start_date": "2025-04-01",
  "end_date": "2025-07-09",
  "search_way": 1
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "item": {
        "score5_average": "3.02",
        "score5_average_change": "-0.27%",
        "score5": "253",
        "score5_change": "-66.71%",
        "score4": "208",
        "score4_change": "-73.23%",
        "score3": "228",
        "score3_change": "-68.60%",
        "score2": "208",
        "score2_change": "-73.02%",
        "score1": "244",
        "score1_change": "-66.02%",
        "nps10_average": "0.00",
        "nps10_average_change": "-100.00%",
        "nps10": "0",
        "nps10_change": "-100.00%",
        "nps9": "0",
        "nps9_change": "-100.00%",
        "nps8": "0",
        "nps8_change": "-100.00%",
        "nps7": "0",
        "nps7_change": "-100.00%",
        "nps6": "0",
        "nps6_change": "-100.00%",
        "nps5": "0",
        "nps5_change": "-100.00%",
        "nps4": "0",
        "nps4_change": "-100.00%",
        "nps3": "0",
        "nps3_change": "-100.00%",
        "nps2": "0",
        "nps2_change": "-100.00%",
        "nps1": "0",
        "nps1_change": "-100.00%",
        "nps0": "0",
        "nps0_change": "-100.00%",
        "human_valid": "1672",
        "human_valid_change": "-66.50%",
        "human_in_valid_recep": "1156",
        "human_in_valid_recep_change": "-75.33%",
        "evaluate": "1149",
        "evaluate_change": "-76.74%",
        "solved": "622",
        "solved_change": "-76.77%",
        "active_evaluate": "632",
        "active_evaluate_change": "-76.39%",
        "staff_invite": "517",
        "staff_invite_change": "-76.65%",
        "invite_evaluate": "517",
        "invite_evaluate_change": "-77.17%",
        "level2_score1": "0",
        "level2_score1_change": "-100.00%",
        "level2_score5": "8",
        "level2_score5_change": "100.00%"
    }
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.

Service Summary Statistics API

● Service Summary Statistics Query

Request method:

POST

Request URL:

/chat-static-api/api/online/summary/search

Request param:

Param	Type	Required	Description	Remarks
start_date	String	Yes	Time of Chat Connecting	pattern:yyyy-MM-dd HH:mm:ss
end_date	String	Yes	Chat End Time	pattern:yyyy-MM-dd HH:mm:ss
summary_way	Integer	No	0-Summary 1-Daily 2-Weekly 3-Monthly	Default: summary_way=0
group_ids_param	String	No	Skill Group IDs	In case of two or more, separate by ",", such as "1,2"
page	Integer	No	Page	Default 1
size	Integer	No	Number on each page	Default 15,The maximum allowed is 100, and if it exceeds 100, it will be reset to 100.
level_classifys	List	No	Service Classification	In case of two or more, separate by ",", such as "1,2"

Level_classifys object:

Param	Type	Required	Description	Remarks
classify_id	String	Yes	Category ID	id
level	Integer	Yes	Category level	classify_level

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
page_no	String	Yes	Current page
page_count	String	Yes	Total pages
page_size	String	Yes	Page Number
total_count	String	Yes	Total Pieces of Data
items	List	No	Return object

items object:

Param	Type	Required	Description
level	Integer	No	Category level
classify_id	String	No	Category ID
classify_show_name	String	No	Service Category
details	List	No	Details of classified aggregate metrics

details object：

Param	Type	Required	Description
show_date	String	No	Display time
real_date	String	No	time
total_conversation_num	Integer	No	Total Chats
service_invited_num	Integer	No	Agent Invitations
initiative_comment_num	Integer	No	Proactive Customer Feedback
comment_type_total_num	Integer	No	Chat Feedback
star_level_num5	Integer	No	5 Star Rating
star_level_num4	Integer	No	4 Star Rating
star_level_num3	Integer	No	3 Star Rating
star_level_num2	Integer	No	2 Star Rating
star_level_num1	Integer	No	1 Star Rating
score_num10	Integer	No	10 Score Rating
score_num9	Integer	No	9 Score Rating
score_num8	Integer	No	8 Score Rating
score_num7	Integer	No	7 Score Rating
score_num6	Integer	No	6 Score Rating
score_num5	Integer	No	5 Score Rating
score_num4	Integer	No	4 Score Rating
score_num3	Integer	No	3 Score Rating
score_num2	Integer	No	2 Score Rating
score_num1	Integer	No	1 Score Rating
score_num0	Integer	No	0 Score Rating

Request example:

curl --location --request POST '/chat-static-api/api/online/summary/search' \
--header 'token: dce986ca86bf4244ac179d996b85023a' \
--header 'timezoneid: Asia/Shanghai' \
--header 'language: en' \
--header 'Content-Type: application/json' \
--data-raw '{
    "summary_way": 2,
    "start_date": "2024-11-04 00:00:00",
    "end_date": "2024-11-05 23:59:59",
    "group_ids_param": "",
    "level_classifys": [
        {
            "classify_id": "1675771496144510978",
            "level": 1
        },
        {
            "classify_id": "1853733211749933058",
            "level": 1
        }
    ],
    "page": 1,
    "size": 15
}'

Return example:

{
    "ret_code": "000000",
    "ret_msg": "Succeed",
    "page_no": 1,
    "page_count": 1,
    "total_count": 2,
    "page_size": 15,
    "items": [
        {
            "details": [
                {
                    "show_date": "45 week 2024-11-04-2024-11-10",
                    "real_date": "2024-45",
                    "total_conversation_num": 2,
                    "service_invited_num": 0,
                    "initiative_comment_num": 0,
                    "comment_type_total_num": 0,
                    "star_level_num1": 0,
                    "star_level_num2": 0,
                    "star_level_num3": 0,
                    "star_level_num4": 0,
                    "star_level_num5": 0,
                    "score_num0": 0,
                    "score_num1": 0,
                    "score_num2": 0,
                    "score_num3": 0,
                    "score_num4": 0,
                    "score_num5": 0,
                    "score_num6": 0,
                    "score_num7": 0,
                    "score_num8": 0,
                    "score_num9": 0,
                    "score_num10": 0
                }
            ],
            "level": "1",
            "classify_id": "1675771496144510978",
            "classify_show_name": "Category 2"
        },
        {
            "details": [
                {
                    "show_date": "45 week 2024-11-04-2024-11-10",
                    "real_date": "2024-45",
                    "total_conversation_num": 2,
                    "service_invited_num": 0,
                    "initiative_comment_num": 0,
                    "comment_type_total_num": 0,
                    "star_level_num1": 0,
                    "star_level_num2": 0,
                    "star_level_num3": 0,
                    "star_level_num4": 0,
                    "star_level_num5": 0,
                    "score_num0": 0,
                    "score_num1": 0,
                    "score_num2": 0,
                    "score_num3": 0,
                    "score_num4": 0,
                    "score_num5": 0,
                    "score_num6": 0,
                    "score_num7": 0,
                    "score_num8": 0,
                    "score_num9": 0,
                    "score_num10": 0
                }
            ],
            "level": "1",
            "classify_id": "1853733211749933058",
            "classify_show_name": "Category 3"
        }
    ]
}

Description:

1. Currently, there is rate limiting for the API. When ret_code=229000, it indicates that the API has been rate-limited, with a current maximum allowance of 20 calls per minute.