Use our analysis API from Live

The Live analytics API provides programmatic access to conversation data and metrics, both in real time and historically.

  With this API, technical teams can:

1. Integrate conversation reports and analytics into their own systems.
2. Access chat history and key metrics such as response times, resolution, and SLA compliance.
3. Analyze agent productivity, customer feedback, and trends over time.
4. Export data in CSV format for external analysis.
5. Create custom reports and automate monitoring processes.

Important: Technical knowledge is required to use this API.

 Base URL: https://live-public-api.agentbot.net

You will obtain the following information:

1. Get SLA: Returns SLA (Service Level Agreement) metrics for conversations grouped by team/group.
2. Get Export Simple List: Exports conversation data in CSV format with detailed information about each conversation, including times, participants, resolution, and feedback.
3. Get Conversation List: Provides a detailed history of all conversations that agents have had with users, including conversation metadata, participant information, and session details.
4. Get Stats: Returns statistical metrics and performance indicators for conversations within a specified time period.
5. Get Feedback: Survey results. Receive the number of comments.
6. Get Histogram: Returns aggregated conversation data grouped by time intervals, showing metrics such as total conversations, closed conversations, lost conversations, transfers, and number of active agents.
7. Get Summary: Provides a detailed summary of conversation metrics grouped by time period, group, and protocol, including response times, completion rates, user feedback, and SLA metrics.
8. Get Agents Stats: Returns performance metrics and detailed statistics for agents, including conversation handling, response times, feedback scores, and productivity indicators.
9. Conversation List Detail: Provides details of the conversation based on the conversation ID. From there, you can access all queries entered by the user during the conversation, with the corresponding responses obtained from Live.

  To use the API, you need to:

1. Access the official documentation.
2. Request the token and the channel's X-token through a Service Request in our Support Center.
3. Use a user who:
   1. Is registered in the bot corresponding to the Live instance to be analyzed.
   2. Has permissions enabled for the Reports section.

Key data:

1. Authentication: Specify the authentication method used: API Key, OAuth, Bearer Token, etc. All API requests must include valid authentication credentials.
2. The authentication token is valid for 10 hours. We recommend including a rule in your services for automatic renewal whenever possible.
3. X-token: You must use the x-token of the bot you have active. All bot channels share the same one.
4. We suggest using a corporate email account to register credentials (e.g., nombre@corporativo.com). 

Technical considerations:

1. Threads: Our APIs support only 1 thread per query.  
2. Recommended interval for filtering data: 7 days. Any required time range can be set. However, the API response time will depend on the volume of data involved: the more information, the longer the processing time.
3. Query limits: Some endpoints have restrictions on the date range depending on the selected frequency.
   • Endpoint Frequency Maximum Limit
     • Half-hour = Maximum 7 days
     • Hour = Maximum 7 days
     • Week = Maximum 1 month
     • Month = Maximum 1 month
4. Response Format: All API responses are returned in JSON format, except for the export endpoint, which returns CSV files.
   1. Content-Type: Application/json (for most endpoints)  
   2. Content-Type: Text/csv; charset=utf-8 (for export endpoints)

Common Parameters:

 Date Parameters: Most endpoints require date range parameters.

• from: Start date and time (format: yyyy-MM-dd HH : ss) Example: from=2025-12-01 00:00:00

• to: End date and time (format: yyyy-MM-dd HH : ss) Example: to=2025-12-07 23:59:59

 Frequency Parameters: Some endpoints allow data to be grouped by time frequency:

• HALF-HOUR

• HOUR

• DAY

• WEEK

• MONTH

 Optional Parameters: Refer to the documentation for each endpoint for specific optional parameters, such as filters by group, agent, protocol, etc.

Available Endpoints:

  Conversations

• GET /live/public/conversation/list - Detailed list of conversations

• GET /live/public/conversation/stats - Aggregate conversation statistics

• GET /live/public/conversation/sla - SLA compliance metrics

 Analysis and Reports

• GET /live/public/histogram - Histogram of conversations by period

• GET /live/public/summary - Detailed summary with multiple metrics

• GET /live/public/agent/performance - Agent performance report

 Export

• GET /live/public/export-simple - Data export in CSV format

 HTTP status codes:

 Error Handling: Error responses include detailed information about the problem:

 Language Support: Some endpoints, such as /export-simple, support multiple languages for headers and labels: es - Spanish / en - English / pt - Portuguese.