以下是即時通訊資源的模型。請參考這個模型，判斷哪些欄位可能含有 PII。
[
{
"id": 31354,
"lang": "en",
"chat_type": "Messaging Inbound (App Chat)",
"status": "finished",
"sub_status": "Disconnected by end user",
"created_at": "2019-07-17T07:27:14.000Z",
"assigned_at": "2019-07-17T07:27:20.000Z",
"ends_at": "2019-07-17T07:29:02.000Z",
"updated_at": "2019-07-17T07:29:02.000Z",
"first_msg_sent_at": "2019-07-17T07:27:26.000Z",
"last_msg_sent_at": "2019-07-17T07:27:28.000Z",
"wait_duration": 0, //Deprecated, use queue_duration instead
"queue_duration": 0,
"chat_duration": 0,
"verified": false,
"rating": 0,
"has_feedback": false,
"out_ticket_id": "string",
"out_ticket_url": "string",
"finish_reason": "finish_reason_none",
"fail_reason": null,
"message_count": 3,
"average_response_time": 0,
"longest_response_time": 0,
"selected_menu": {
"id": 0,
"name": "string",
"parent_id": 0,
"position": 0,
"deleted": true,
"hidden": "string",
"menu_type": "ivr_menu",
"output_msg": "string"
},
"menu_path": {
"items_count": 1,
"name": "Ringo",
"materialized_path": "3389"
},
"agent_info": {
"id": 0,
"name": "string",
"last_name": "string",
"first_name": "string",
"agent_number": "string",
"avatar_url": "string"
},
"end_user": {
"id": 0,
"identifier": "string",
"out_contact_id": "string"
},
"photos": [
{
"id": 0,
"photo_type": "photo",
"url": "string"
}
],
"videos": [
{
"id": 0,
"url": "string"
}
],
"transfers": [
{
"id": 0,
"status": "transferring",
"fail_reason": "nothing",
"created_at": "2018-06-07T19:49:52.896Z",
"from_menu": {
"items_count": 0,
"name": "string",
"materialized_path": "string"
},
"to_menu": {
"items_count": 0,
"name": "string",
"materialized_path": "string"
},
"from_agent": {
"id": 0,
"name": "string",
"last_name": "string",
"first_name": "string",
"agent_number": "string",
"avatar_url": "string"
},
"to_agent": {
"id": 0,
"name": "string",
"last_name": "string",
"first_name": "string",
"agent_number": "string",
"avatar_url": "string"
}
}
],
"handle_durations": [
{
"agent_id": 0,
"acw_duration": 0,
"chat_duration" 0,
"wait_duration": 0,
"menu_path_id": 0,
"lang": "en",
"transfer": false,
"started_at": "2019-07-17T07:27:14.000Z",
"ended_at": "2019-07-17T07:27:20.000Z",
"event": "chat_finished"
}
],
"queue_durations": [
{
"agent_id": 0,
"queue_duration" 0,
"menu_path_id": 0,
"lang": "en",
"transfer": false,
"started_at": "2019-07-17T07:27:14.000Z",
"ended_at": "2019-07-17T07:27:20.000Z",
"service_level_abandon_time_threshold": 10,
"service_level_event": "not_in_sla",
"service_level_target_percent": 90,
"service_level_target_time": 60,
"event": "answered"
}
],
"participants": [
{
"id": 0,
"type": "end_user",
"status": "waiting",
"call_id": 0,
"user_id": 0,
"end_user_id": 0,
"call_duration": 0,
"hold_duration": 0,
"connected_at": "2018-06-07T19:49:52.896Z",
"ended_at": "2018-06-07T19:49:52.896Z",
"fail_reason": "nothing"
}
]
}
"offer_type": "cascade",
"offer_events": [
{
"casting_time": "2019-07-17T07:27:15.000Z",
"group": "Group 1"
}
]
},
service_level_event 欄位只能是下列其中一個值：
| 服務層級事件 | 說明 |
|---|---|
| in_sla | 在服務水準協議 (SLA) 規定時間內接聽電話 |
| not_in_sla | 電話未在服務水準協議規定的時間內接聽 |
| 已排除 | 通話未納入服務等級協議計算 (例如通話遭放棄) |
即時通訊
| 參數 | 必填 | 資料類型 | 定義 |
|---|---|---|---|
| sort_column | FALSE | 字串 | 根據回應物件中的任何欄位排序回應。 |
| sort_direction | FALSE | ASC 或 DESC | 註明排序方向，是遞增還是遞減 |
| 頁面 | FALSE | 字串 | 搭配「per」使用，註明記錄的頁面。舉例來說，如果 per 設為 200，而 page 設為 2，則回應會包含記錄 201 到 400，因為第 1 頁會包含記錄 1 到 200。 |
| / | FALSE | 字串 | 與頁面配對，記錄一頁記錄中會包含多少筆記錄。舉例來說，如果 per 設為 200，而 page 設為 2，則回應會包含記錄 201 到 400，因為第 1 頁會包含記錄 1 到 200。 |
| assigned_at[from] | FALSE | 世界標準時間 | 建立指派時間欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| assigned_at[to] | FALSE | 世界標準時間 | 建立指派時間欄位的上限。傳回的所有記錄都會早於輸入值。 |
| ends_at[from] | FALSE | 世界標準時間 | 在「ends at」欄位中建立下限。系統會傳回輸入值之後的所有記錄。 |
| ends_at[to] | FALSE | 世界標準時間 | 在「結束時間」欄位中建立上限。傳回的所有記錄都會早於輸入值。 |
| updated_at[from] | FALSE | 世界標準時間 | 建立更新時間欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| updated_at[to] | FALSE | 世界標準時間 | 建立「updated at」欄位的上限。傳回的所有記錄都會早於輸入值。 |
| created_at[from] | FALSE | 世界標準時間 | 建立 created_at 欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| created_at[to] | FALSE | 世界標準時間 | 建立 created_at 欄位的上限。傳回的所有記錄都會早於輸入值。 |
| rating[from] | FALSE | 數字 1 到 5 或空值 | 建立評分欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| rating[to] | FALSE | 數字 1 到 5 或空值 | 建立評分欄位的上限。傳回的所有記錄都會早於輸入值。 |
| first_msg_sent_at[from] | FALSE | 世界標準時間 | 會建立在欄位傳送的第一則訊息下限。系統會傳回輸入值之後的所有記錄。 |
| first_msg_sent_at[to] | FALSE | 世界標準時間 | 會建立第一個在欄位傳送的訊息上限。傳回的所有記錄都會早於輸入值。 |
| last_msg_sent_at[from] | FALSE | 世界標準時間 | 建立「上次傳送訊息時間」欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| last_msg_sent_at[to] | FALSE | 世界標準時間 | 建立「上次傳送訊息時間」欄位的上限。傳回的所有記錄都會早於輸入值。 |
| chat_duration[from] | FALSE | 數字 | 建立即時通訊時間長度欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| chat_duration[to] | FALSE | 數字 | 建立即時通訊時間長度欄位的上限。傳回的所有記錄都會早於輸入值。 |
| message_count[from] | FALSE | 數字 | 建立訊息計數字段的下限。系統會傳回輸入值之後的所有記錄。 |
| message_count[to] | FALSE | 數字 | 建立訊息計數欄位的上限。傳回的所有記錄都會早於輸入值。 |
| average_response_time[from] | FALSE | 數字 | 建立平均回覆時間欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| average_response_time[to] | FALSE | 數字 | 會建立平均回覆時間欄位的上限。傳回的所有記錄都會早於輸入值。 |
| longest_response_time[from] | FALSE | 數字 | 建立最長回應時間欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| longest_response_time[to] | FALSE | 數字 | 建立最長回應時間欄位的上限。傳回的所有記錄都會早於輸入值。 |
| wait_duration[from] | FALSE | 數字 | 建立等待時間欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| wait_duration[to] | FALSE | 數字 | 建立等待時間上限欄位。傳回的所有記錄都會早於輸入值。 |
| id[] | FALSE | Array[String] | 字串陣列。要搜尋及傳回的記錄 ID |
| agent_id[] | FALSE | Array[String] | 依代理 ID 篩選回覆 |
| end_user_id[] | FALSE | Array[String] | 根據使用者 ID 篩選回應 |
| chat_type[] | FALSE | Array[String] | 根據使用者存取即時通訊的方式傳回記錄。可能的值：訊息內送 (應用程式即時通訊)、訊息內送 (網頁即時通訊)、訊息 (簡訊) |
| chat_status[] | FALSE | Array[String] | 根據使用者在即時通訊生命週期中的位置傳回記錄。可能的值：queued、assigned、finished、canceled、failed、no_response |
| verified[] | FALSE | 布林值 | 傳回已驗證 (True) 或未驗證 (False) 的記錄 |
| chat_fail_reason[] | FALSE | Array[String] | 根據聊天失敗的原因傳回記錄。可能的值：nothing、unknown、no_response、expired |
service_level_event 值可為下列值。
| 服務層級事件 | 說明 |
|---|---|
| in_sla | 在服務水準協議 (SLA) 規定時間內接聽電話 |
| not_in_sla | 電話未在服務水準協議規定的時間內接聽 |
| 已排除 | 通話未納入服務等級協議計算 (例如通話遭放棄) |
端點：
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/chats
更多要求/回應範例：
要求範例：Chats
查詢：
| 鍵 | 值 | 說明 |
|---|---|---|
| updated_at[from] | \{updated_at\[from\]\} | 以世界標準時間為準，做為「更新時間」欄位的下限。系統會傳回輸入值之後的所有記錄。 |
| updated_at[to] | \{updated_at\[to\]\} | 世界標準時間，會建立「更新時間」欄位的上限。傳回的所有記錄都會早於輸入值。 |
內文：無
回覆範例：Chats
[
{
"id": 1,
"lang": "en",
"chat_type": "Messaging Inbound (App Chat)",
"status": "finished",
"created_at": "2016-02-26T18:35:54.000Z",
"assigned_at": "2016-02-26T18:36:05.000Z",
"ends_at": "2016-02-26T18:37:24.000Z",
"updated_at": "2016-02-26T18:37:24.000Z",
"first_msg_sent_at": null,
"last_msg_sent_at": null,
"chat_duration": 11,
"wait_duration": 22,
"queue_duration": 22,
"verified": true,
"rating": 5,
"has_feedback": false,
"out_ticket_id": "209",
"out_ticket_url": null,
"fail_reason": null,
"message_count": 0,
"average_response_time": 0,
"longest_response_time": 0,
"selected_menu": null,
"menu_path": null,
"agent_info": {
"id": 4,
"agent_number": "007",
"name": "Storm Trooper 1",
"last_name": "Storm",
"first_name": "Trooper 1",
},
"end_user": {
"id": 1,
"identifier": "Death Star Carpentry",
"out_contact_id": "360949501087"
},
"photos": [
{
"id": 3,
"photo_type": "photo",
"url": "true"
}
],
"consumer_handle_durations": [
{
"id": 100,
"chat_duration": 314,
"message_count": 10,
"response_count": 6,
"response_time_total": 85,
"response_time_max": 25,
"response_time_avg": 12,
"started_at": "2016-02-19T18:50:08.000Z",
"ended_at": "2016-02-19T18:55:22.000Z"
}
],
"consumer_event_durations": [
{
"id": 11,
"type": "csat",
"event": "finished",
"duration": 4,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"started_at": "2016-02-19T18:54:39.000Z",
"ended_at": "2016-02-19T18:54:43.000Z"
}
],
"handle_durations": [
{
"id": 30001,
"agent_id": 4,
"acw_duration": 0,
"chat_duration": 11,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": 0,
"transfer_id": null,
"started_at": "2016-03-02T23:24:08.000Z",
"ended_at": "2016-03-02T23:24:42.000Z",
"response_count": 11,
"response_time_total": 259,
"response_time_max": 29,
"response_time_avg": 24,
"assigned_connection_duration": 10
}
],
"queue_durations": [
{
"id": 41234,
"agent_id": 5,
"queue_duration": 22,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": 0,
"transfer_id": null,
"transfer_cold": 0,
"started_at": "2016-03-02T23:23:56.000Z",
"ended_at": "2016-03-02T23:24:08.000Z",
"service_level_abandon_time_threshold": 10,
"service_level_event": "not_in_sla",
"service_level_target_percent": 90,
"service_level_target_time": 60
}
]
"videos": [],
"transfers": [],
"participants": [],
"virtual_agent": null,
"virtual_agent_deflected_escalations": [],
"virtual_agent_handle_durations": []
},
{
"id": 2,
"lang": "en",
"chat_type": "in-app",
"status": "finished",
"created_at": "2016-03-02T23:24:05.000Z",
"assigned_at": "2016-03-02T23:24:08.000Z",
"ends_at": "2016-03-02T23:24:42.000Z",
"updated_at": "2016-03-02T23:24:42.000Z",
"first_msg_sent_at": null,
"last_msg_sent_at": null,
"wait_duration": 12,
"queue_duration": 12,
"chat_duration": 34,
"verified": false,
"rating": 2,
"has_feedback": false,
"out_ticket_id": "214",
"out_ticket_url": null,
"fail_reason": null,
"message_count": 0,
"average_response_time": 0,
"longest_response_time": 0,
"selected_menu": null,
"menu_path": null,
"agent_info": null,
"end_user": {
"id": 1,
"identifier": "Death Star Carpentry",
"out_contact_id": "360949501087"
},
"photos": [],
"videos": [],
"transfers": [],
"participants": [],
"handle_durations": [
{
"id": 30001,
"agent_id": 4,
"acw_duration": 0,
"chat_duration": 34,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": 0,
"transfer_id": null,
"started_at": "2016-03-02T23:24:08.000Z",
"ended_at": "2016-03-02T23:24:42.000Z",
"response_count": 11,
"response_time_total": 259,
"response_time_max": 29,
"response_time_avg": 24,
"assigned_connection_duration": 10
}
],
"queue_durations": [
{
"id": 41234,
"agent_id": 5,
"queue_duration": 12,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": 0,
"transfer_id": null,
"transfer_cold": 0,
"started_at": "2016-03-02T23:23:56.000Z",
"ended_at": "2016-03-02T23:24:08.000Z",
"service_level_abandon_time_threshold": 10,
"service_level_event": "not_in_sla",
"service_level_target_percent": 90,
"service_level_target_time": 60
}
],
"virtual_agent": {
"id": 10,
"name": "D2-R2"
},
"virtual_agent_deflected_escalations": [
{
"id": 1,
"deflection": "after_hours",
"escalation_reason": "by_end_user_message",
"escalated_at": "2016-03-02T23:23:56.000Z",
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"virtual_agent": {
"id": 10,
"name": "D2-R2"
}
}
],
"virtual_agent_handle_durations": [
{
"id": 1,
"virtual_agent": {
"id": 10,
"name": "D2-R2"
},
"chat_duration": 11,
"escalation_reason": "by_end_user_message",
"response_count": 11,
"response_time_total": 34,
"response_time_max": 4,
"response_time_avg": 3,
"fallback_response_count": 1,
"initiated_by": "end_user",
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": false,
"transfer_id": null,
"started_at": "2016-03-02T23:23:16.000Z",
"ended_at": "2016-03-02T23:23:56.000Z"
}
]
}
]
狀態碼：200