以下是聊天资源的模型。请参考此模型，确定哪些字段可能包含 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 字段只能是以下值之一：
| 服务等级事件 | 说明 |
|---|---|
| in_sla | 在 SLA 范围内接听了来电 |
| not_in_sla | 未在定义的 SLA 内接听来电 |
| 已排除 | 通话未纳入 SLA 计算范围（例如，通话被放弃） |
聊天
| 参数 | 必需 | 数据类型 | 定义 |
|---|---|---|---|
| sort_column | FALSE | 字符串 | 根据响应对象中的任何字段对响应进行排序。 |
| sort_direction | FALSE | 升序或降序 | 指明排序方向，即升序或降序 |
| 页面 | FALSE | 字符串 | 与 per 搭配使用，用于指明记录的页数。例如，如果 per 设置为 200，page 设置为 2，则响应将包含记录 201-400，因为第 1 页将包含记录 1-200。 |
| 每 | FALSE | 字符串 | 与 page 配对，用于指明一个记录页面中将包含多少条记录。例如，如果 per 设置为 200，page 设置为 2，则响应将包含记录 201-400，因为第 1 页将包含记录 1-200。 |
| assigned_at[from] | FALSE | 时间（世界协调时间） | 创建 assigned_at 字段的下限。返回的所有记录都将晚于输入的值。 |
| assigned_at[to] | FALSE | 时间（世界协调时间） | 创建 assigned_at 字段的上限。返回的所有记录都将早于输入的值。 |
| ends_at[from] | FALSE | 时间（世界协调时间） | 在字段中创建结束的下限。返回的所有记录都将晚于输入的值。 |
| ends_at[to] | FALSE | 时间（世界协调时间） | 在字段中创建结束的上界。返回的所有记录都将早于输入的值。 |
| updated_at[from] | FALSE | 时间（世界协调时间） | 创建了“updated at”字段的下限。返回的所有记录都将晚于输入的值。 |
| updated_at[to] | FALSE | 时间（世界协调时间） | 创建了“更新时间”字段的上限。返回的所有记录都将早于输入的值。 |
| created_at[from] | FALSE | 时间（世界协调时间） | 创建 created_at 字段的下限。返回的所有记录都将晚于输入的值。 |
| created_at[to] | FALSE | 时间（世界协调时间） | 创建 created_at 字段的上限。返回的所有记录都将早于输入的值。 |
| rating[from] | FALSE | 数字 1-5 或 null | 创建评分字段的下限。返回的所有记录都将晚于输入的值。 |
| rating[to] | FALSE | 数字 1-5 或 null | 创建评分字段的上限。返回的所有记录都将早于输入的值。 |
| first_msg_sent_at[from] | FALSE | 时间（世界协调时间） | 创建在字段中发送的第一个消息的下限。返回的所有记录都将晚于输入的值。 |
| first_msg_sent_at[to] | FALSE | 时间（世界协调时间） | 创建了第一个发送消息的字段的上限。返回的所有记录都将早于输入的值。 |
| last_msg_sent_at[from] | FALSE | 时间（世界协调时间） | 创建了在字段中发送的最后一条消息的下限。返回的所有记录都将晚于输入的值。 |
| last_msg_sent_at[to] | FALSE | 时间（世界协调时间） | 在字段中创建了发送的最后一条消息的上限。返回的所有记录都将早于输入的值。 |
| chat_duration[from] | FALSE | 数字 | 创建聊天时长字段的下限。返回的所有记录都将晚于输入的值。 |
| chat_duration[to] | FALSE | 数字 | 创建聊天时长字段的上限。返回的所有记录都将早于输入的值。 |
| message_count[from] | FALSE | 数字 | 创建消息数字段的下限。返回的所有记录都将晚于输入的值。 |
| message_count[to] | FALSE | 数字 | 创建消息数量字段的上限。返回的所有记录都将早于输入的值。 |
| average_response_time[from] | FALSE | 数字 | 创建平均响应时间字段的下限。返回的所有记录都将晚于输入的值。 |
| average_response_time[to] | FALSE | 数字 | 创建平均响应时间字段的上限。返回的所有记录都将早于输入的值。 |
| longest_response_time[from] | FALSE | 数字 | 创建最长响应时间字段的下限。返回的所有记录都将晚于输入的值。 |
| longest_response_time[to] | FALSE | 数字 | 创建最长响应时间字段的上限。返回的所有记录都将早于输入的值。 |
| wait_duration[from] | FALSE | 数字 | 创建等待时长的下限。返回的所有记录都将晚于输入的值。 |
| wait_duration[to] | FALSE | 数字 | 创建等待时长字段的上限。返回的所有记录都将早于输入的值。 |
| id[] | FALSE | Array[String] | Array[Strings]。要搜索和返回的记录的 ID |
| agent_id[] | FALSE | Array[String] | 按代理 ID 过滤响应 |
| end_user_id[] | FALSE | Array[String] | 根据最终用户 ID 过滤响应 |
| chat_type[] | FALSE | Array[String] | 根据最终用户访问聊天的方式返回记录。可能的值：Messaging Inbound (App Chat)、Messaging Inbound (Web Chat)、Messaging (SMS) |
| chat_status[] | FALSE | Array[String] | 根据用户在聊天生命周期中所处的阶段返回记录。可能的值：queued、assigned、finished、canceled、failed、no_response |
| verified[] | FALSE | 布尔值 | 返回已验证 (True) 或未验证 (False) 的记录 |
| chat_fail_reason[] | FALSE | Array[String] | 根据聊天可能失败的原因返回记录。可能的值：nothing、unknown、no_response、expired |
service_level_event 值可以具有以下值。
| 服务等级事件 | 说明 |
|---|---|
| in_sla | 在 SLA 范围内接听了来电 |
| not_in_sla | 未在定义的 SLA 内接听来电 |
| 已排除 | 通话未纳入 SLA 计算范围（例如，通话被放弃） |
端点：
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/chats
更多请求/响应示例：
示例请求：聊天
查询：
| 键 | 值 | 说明 |
|---|---|---|
| updated_at[from] | \{updated_at\[from\]\} | 时间（采用世界协调时间）。用于创建“更新时间”字段的下限。返回的所有记录都将晚于输入的值。 |
| updated_at[to] | \{updated_at\[to\]\} | 时间（采用世界协调时间）。用于创建“更新时间”字段的上限。返回的所有记录都将早于输入的值。 |
正文：无
示例回答：聊天
[
{
"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"
}
]
}
]
状态代码： 200