Activity API

Learn how to access your team performance data via our API

Activity API allows you to retrieve performance data on your team operating within Lexer Engage. Access insightful metrics such as the number of closed cases, average response time, or your overall NPS score.

Our API supports two types of requests; Get and Post requests.

  • Get requests allow you to access the user, groups and forms metadata.
  • Post requests allow you to run queries to return team insights.

Authenticating your requests

You will need an API token to access your Activity data. API Tokens are managed within Integrate, and require Manager permissions to access and modify. All endpoints require an API token to authenticate your requests.

API tokens can only be viewed at the moment you create them, ensuring that your token is only available for the use case it was created for. If you misplace your token you can either reset the token or generate a new one.

We suggest creating a new API token for each application or use case. As rate limits are token specific, this will prevent multiple applications from impacting each other.

Retrieve users, groups and forms

GET Users

Retrieve a list of users that have access to your Lexer account. You can use these user details to filter any of the Activity queries for agent specific metrics. Here we’ll describe how you request and interpret this information.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" -X GET https://api.lexer.io/v1/users

Endpoint https://api.lexer.io/v1/users

  {
    "id": 12345,
    "email": "jane@business.io",
    "first_name": "Jane",
    "last_name": "Remington",
    "timezone": "Australia/Sydney",
    "gmtoffset": 10,
    "sign_in_count": 76,
    "last_sign_in_at": "2018-03-21T06:09:01Z",
    "archived": false,
    "groups": [
      123,
      456,
      789,
    ]
  }
Property Description Type
id user id number
email email account used to login string
first_name first name of the user string
last_name last name of the user string
timezone timezone location of user string
gmtoffset timezone offset of user number
sign_in_count count of logins number
last_sign_in_at date of users last login string
archived archived flag for user boolean
groups groups the user is in array

GET Groups

Retrieve a list of groups that exist in your Lexer account. You can use these group details to filter any of the Activity queries for team specific metrics. Here we’ll describe how you request and interpret this information.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" -X GET https://api.lexer.io/v1/groups

Endpoint https://api.lexer.io/v1/groups

  {
    "id": 123,
    "name": "Social Customer Care",
    "comment": "Social customer care team members"
  }
Property Description Type
id group id number
name name of the group string
comment description of the group string

GET Forms

Retrieve a list of forms/surveys that exist in your Lexer account. These include NPS surveys, authentication forms, and competition surveys. You need to specify the NPS Survey id when requesting the NPS Summary or NPS Volume data. Here we’ll describe how you request and interpret this information.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" -X GET https://api.lexer.io/v1/forms

Endpoint https://api.lexer.io/v1/forms

  {
    "id": 55,
    "name": "NPS Survey",
    "title": "Lexer NPS Survey",
    "archived": false,
    "created_at": "2018-05-26T21:54:19Z",
    "groups": [
      123
    ],
    "nps": false,
    "form_url": "https://d1z1wrkt4y2iqm.cloudfront.net/123455678899876543/1/form"
  }
Property Description Type
id form id number
name name of the form string
title title of the form string
archived archived flag boolean
created_at date this form was created string
groups groups that have access to this form array
nps is this form an NPS survey? boolean
form_url URL to view this form string

Summary

Access your teams high level performance metrics - including total messages handled, response times, and classifications on these messages.

Summary Metrics

Access the summary metrics that are used to power the big number metrics you can see in Activity. This includes the number of messages handled, response count, average response time, agent response time and a few others.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "summary", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: summary

{
  "total_volume": 81,
  "avg_response_time": 181795.692883103,
  "avg_action_response_time": 167207.984987586,
  "total_responded_to": 29,
  "broke_sla": 11,
  "broke_action_sla": 10,
  "min_response_time": 34.090906,
  "median_response_time": 649.951914,
  "max_response_time": 1387160.862218,
  "min_action_response_time": 5.63089,
  "median_action_response_time": 96.865511,
  "max_action_response_time": 1387064.010109,
  "avg_action_response_time_min": 2786.7997497931,
  "avg_response_time_min": 3029.9282147183835,
  "median_action_response_time_min": 1.6144251833333334,
  "median_response_time_min": 10.8325319
}
Property Description Type
total_volume total messages handled number
total_responded_to messages responded to number
broke_sla number of messages that exceeded customer SLA time number
broke_action_sla number of messages that exceeded agent handle SLA time number
min_response_time min customer wait time in seconds number
max_response_time max customer wait time in seconds number
min_action_response_time min agent response time in seconds number
max_action_response_time max agent response time in seconds number
median_response_time median customer wait time in seconds number
median_response_time_min median customer wait time in minutes number
median_action_response_time median agent response time in seconds number
median_action_response_time_min median agent response time in minutes number
avg_response_time average customer wait time in seconds number
avg_action_response_time average agent response time in seconds number
avg_response_time_min average customer wait time time in minutes number
avg_action_response_time_min average agent response time in minutes number

Summary Volume

Daily volume of messages in each workflow state. Your response will contain an array for each state, and within that state an message for each period (i.e. each day).

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "states_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: states_volume

{
  "closed": [
    {
      "state": "closed",
      "value": 174,
      "date_range": {
        "date_from": "2018-04-27 00:00"
      }
    },
    {
      "state": "closed",
      "value": 234,
      "date_range": {
        "date_from": "2018-04-28 00:00"
      }
    },
    {
      "state": "closed",
      "value": 255,
      "date_range": {
        "date_from": "2018-04-29 00:00"
      }
    },
    {
      "state": "closed",
      "value": 108,
      "date_range": {
        "date_from": "2018-04-30 00:00"
      }
    }
  ]
}
Property Description Type
state workflow state string
value number of messages in this state number
date_range date for value string

Notes: If your query range is less than 4 days the time intervals will be reduced from days to hours.

States

Total volume of messages in each of the workflow states.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "user_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: user_volume

[
  {
    "state": "closed",
    "volume": 92
  },
  {
    "state": "responded",
    "volume": 49
  },
  {
    "state": "assigned",
    "volume": 26
  },
  {
    "state": "in_progress",
    "volume": 13
  },
  {
    "state": "duplicate",
    "volume": 4
  },
  {
    "state": "awaiting_approval",
    "volume": 1
  }
]
Property Description Type
state workflow state string
volume count of messages number

Classifications (Messages)

Classifications and the number of messages in each workflow state. You can get the total count for each classification using the ‘all_states’ value for the state field.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "classifications", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: classifications

[
  {
    "classification_id": 123,
    "classification": "amusing",
    "state": "assigned",
    "volume": 2
  },
  {
    "classification_id": 123,
    "classification": "amusing",
    "state": "all_states",
    "volume": 3
  },
  {
    "classification_id": 123,
    "classification": "amusing",
    "state": "closed",
    "volume": 1
  },
  {
    "classification_id": 143,
    "classification": "customer service",
    "state": "responded",
    "volume": 1
  },
  {
    "classification_id": 143,
    "classification": "customer service",
    "state": "all_states",
    "volume": 1
  }
]
Property Description Type
classification_id unique id number
classification name string
state workflow state string
volume count of classifications number

Response Time

Returns the daily average response time for all messages handled by your team. Here we’re looking at the same data that powers the SLA Performance line chat in Activity. Note that if your query range is 3 days or less, the intervals will be reduced to hourly.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "response_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: response_volume

{
  "avg_response_time": [

    {
      "value": 317691.388907962,
      "date_range": {
        "date_from": "2018-06-05 00:00"
      }
    },
    {
      "value": 31159.3797606667,
      "date_range": {
        "date_from": "2018-06-06 00:00"
      }
    },
    {
      "value": 69850.8753626667,
      "date_range": {
        "date_from": "2018-06-07 00:00"
      }
    },
    {
      "value": 10661.255474,
      "date_range": {
        "date_from": "2018-06-08 00:00"
      }
    }
  ]
}
Property Description Type
value average response time in minutes number
date_range date interval string

Team

Access your teams individual performance data - including messages handled per agent, response times, and more.

Agent Summary

Return the performance metrics for each agent in your team. The data you access in this request is used to populate the ‘Team’ chart in Activity.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "user_summary", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: user_summary

[
  {
    "first_name": "Jane",
    "last_name": "Pear",
    "mentions_assigned": 12,
    "user_id": "123",
    "responded_to": 9,
    "responded_to_in_private": 6,
    "avg_response_time": 17053.3492157778,
    "min_response_time": 56.983366,
    "max_response_time": 84664.420214,
    "avg_action_response_time": 278.770835555556,
    "min_action_response_time": 7.767898,
    "max_action_response_time": 2261.353394,
    "total_responded_to": 9,
    "broke_sla": 3,
    "broke_action_sla": 0,
    "avg_response_time_min": 284.22248692962995,
    "avg_action_response_time_min": 4.6461805925926,
    "fraction_responded_to": 0.75,
    "fraction_responded_to_in_private": 0.6666666666666666,
    "fraction_broke_sla": 0.3333333333333333,
    "fraction_broke_action_sla": 0.0
  },
  {
    "first_name": "Barry",
    "last_name": "Banana",
    "mentions_assigned": 7,
    "user_id": "789",
    "responded_to": 1,
    "responded_to_in_private": 1,
    "avg_response_time": 352842.64921,
    "min_response_time": 352842.64921,
    "max_response_time": 352842.64921,
    "avg_action_response_time": 134.51357,
    "min_action_response_time": 134.51357,
    "max_action_response_time": 134.51357,
    "total_responded_to": 1,
    "broke_sla": 1,
    "broke_action_sla": 0,
    "avg_response_time_min": 5880.710820166667,
    "avg_action_response_time_min": 2.241892833333333,
    "fraction_responded_to": 0.14285714285714285,
    "fraction_responded_to_in_private": 1.0,
    "fraction_broke_sla": 1.0,
    "fraction_broke_action_sla": 0.0
  }
]
Property Description Type
first_name first name of agent string
last_name last name of agent string
mentions_assigned count of messages assigned to agent number
user_id unique id of agent string
responded_to count of messages responded to number
responded_to_in_private count of messages responded to that are private messages number
avg_response_time average customer to reponse time in seconds number
min_response_time average customer to reponse time in seconds number
max_response_time max customer to reponse time in seconds number
avg_action_response_time average assign to response time in seconds type
min_action_response_time min assign to response time in seconds type
max_action_response_time max assign to response time in seconds type
total_responded_to count of messages responded to number
broke_sla number of messages that exceeded customer SLA time number
broke_action_sla number of messages that exceeded agent response SLA time number
avg_response_time_min average customer response time in minutes number
avg_action_response_time_min average agent response time in minutes type
fraction_responded_to responded_to divided by mentions_assigned number
fraction_responded_to_in_private responded_to_in_private divided by mentions_assigned number
fraction_broke_sla broke_sla divided by responded_to number
fraction_broke_action_sla broke_action_sla divided by responded_to number

Agent Volume

Return the count of messages currently assigned to each agent in your team. For each team member, this will also breakdown the messages by their current workflow state.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "user_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: user_volume

[
  {
    "user_id": 123,
    "first_name": "Jane",
    "last_name": "Pear",
    "states": {
      "all_states": 166,
      "all_closed_states": 110,
      "new": 0,
      "assigned": 15,
      "in_progress": 14,
      "responded": 27,
      "awaiting_approval": 0,
      "redirected": 0,
      "irrelevant": 0,
      "duplicate": 0,
      "closed": 110,
      "no_response_required": 0
    }
  },
  {
    "user_id": 789,
    "first_name": "Barry",
    "last_name": "Banana",
    "states": {
      "all_states": 4,
      "all_closed_states": 1,
      "new": 0,
      "assigned": 1,
      "in_progress": 1,
      "responded": 1,
      "awaiting_approval": 0,
      "redirected": 0,
      "irrelevant": 0,
      "duplicate": 0,
      "closed": 1,
      "no_response_required": 0
    }
  }
]
Property Description Type
user_id unique id for agent number
first_name first name of agent string
last_name last name of agent string
states count of each state owned by agent array

Cases

Access performance metrics on the conversations your team are having, which we call cases. This includes total case volume, first response times, resolution times, and case classifications.

Case Summary

Return the summary metrics for the cases your team have handled. Cases are only created when an agent responds to a customer.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "case_summary", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: case_summary

{
  "total_cases": 10,
  "first_reply_time": 305511.915624,
  "resolution_time": 427361.668069,
  "median_first_reply_time": 83991.86431,
  "median_resolution_time": 310362.299289,
  "agent_interactions": 2.4,
  "agents_involved": 1.0
}
Property Description Type
total_cases count of cases closed in this period number
first_reply_time average case first reply time in seconds number
resolution_time average case resolution time in seconds number
median_first_reply_time median case first reply time in seconds number
median_resolution_time median case resolution time in seconds number
agent_interactions average number of agent replies per case number
agents_involved average number of agents responding per case number

Case Volume

Return the count of open cases for each day. Cases are tracked from the first customer query to the last agent response. Cases are closed 24 hours of inactivity from either the customer or the agent, provided all customer messages are in a closed state.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "case_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: case_volume

{
  "open": [
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-01 00:00"
      }
    },
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-02 00:00"
      }
    },
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-03 00:00"
      }
    },
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-04 00:00"
      }
    },
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-05 00:00"
      }
    },
    {
      "value": 10,
      "date_range": {
        "date_from": "2018-04-06 00:00"
      }
    },
    {
      "value": 9,
      "date_range": {
        "date_from": "2018-04-07 00:00"
      }
    }
  ]
}
Property Description Type
value count of active cases number
date_from date interval string

Case Classifications

Return the count of classifications applied to the cases in this time period. Classifications are only counted once per case, helping you understand the number of conversations about each topic.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "case_classifications", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: case_classifications

[
  {
    "classification_id": 466,
    "classification": "positive",
    "volume": 1
  },
  {
    "classification_id": 526,
    "classification": "social nps",
    "volume": 1
  },
  {
    "classification_id": 528,
    "classification": "feedback",
    "volume": 1
  },
  {
    "classification_id": 1246,
    "classification": "amusing",
    "volume": 1
  },
  {
    "classification_id": 1465,
    "classification": "image",
    "volume": 1
  },
  {
    "classification_id": 1467,
    "classification": "loyalty",
    "volume": 1
  },
  {
    "classification_id": 1472,
    "classification": "bot",
    "volume": 1
  }
]
Property Description Type
classification_id unique id for each classification number
classification name for each classification string
volume count of classifications number

NPS

Access your teams NPS performance metrics - including overall score, count of detractors, promoters, passives, and your average response rate. Reminder to retrieve your forms (see GET Forms above) to retrieve a list of the NPS Surveys your team are using. The ID for your form will be used to generate the following queries.

NPS Summary

Return the summary metrics for the specified NPS Survey.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "nps_summary", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00", "form": 123, "nps_category": "all" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: nps_summary

{
  "total_sent": 16,
  "total_received": 12,
  "total_promoters": 9,
  "total_passives": 1,
  "total_detractors": 2,
  "nps_score": 58.333333333333336
}
Property Description Type
total_sent count of surveys sent number
total_received count of responses received number
total_promoters count of 9-10 score responses number
total_passives count of 7-8 score responses number
total_detractors count of <7 score responses number
nps_score average nps score number

NPS Volume

Return the daily volume of NPS scores and responses for each day in your query range.

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "nps_volume", "date_from": "2018-04-01T00:00:00+11:00", "date_to": "2018-04-30T23:59:59+11:00", "form": 123, "nps_category": "all" }'

Endpoint https://api.lexer.io/v1/activity/reports

Type: nps_volume

[
  {
    "date": "2018-04-01T13:00:00+00:00",
    "timestamp": 1522587600,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-02T13:00:00+00:00",
    "timestamp": 1522674000,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-03T13:00:00+00:00",
    "timestamp": 1522760400,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-04T13:00:00+00:00",
    "timestamp": 1522846800,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-05T13:00:00+00:00",
    "timestamp": 1522933200,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-06T13:00:00+00:00",
    "timestamp": 1523019600,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  },
  {
    "date": "2018-04-07T13:00:00+00:00",
    "timestamp": 1523106000,
    "data": {
      "total_sent": 0,
      "total_received": 0,
      "total_promoters": 0,
      "total_passives": 0,
      "total_detractors": 0,
      "nps_score": 0.0
    }
  }
]
Property Description Type
date date time in UTC string
timestamp date time in Epoch time number
total_sent count of surveys sent number
total_received count of responses received number
total_promoters count of 9-10 score responses number
total_passives count of 7-8 score responses number
total_detractors count of <7 score responses number
nps_score average nps score number

Responses CSV Export

You also have the ability to export the master response file to CSV for custom analysis. This is the SLA Responses file that you can export from the hub, and contains all of the messages your team have handled, including their associated interaction metadata (agent response time, customer wait time, notes etc). Accessing this file via the API is done in three steps:

  1. Initiate the export job
  2. Retrieve the CSV file location
  3. Download the CSV file

1. Initiate the export job

curl -H "Content-Type: application/json" -H "Auth-Api-Token: 12345678-1234-1234-1234-123456789" https://api.lexer.io/v1/activity/reports -d ' { "type": "mention_sla_export", "date_from": "2019-06-15T00:00:00+11:00", "date_to": "2019-06-30T23:59:59+11:00" }'

This will respond with the following:

{ "status": "pending", "url": null, "token": "<report_token>" }

Grab this token to use in the next step.

2. Retrieve the CSV file location

Run the following command to download the file:

curl -G -H 'Auth-Api-Token: 12345678-1234-1234-1234-123456789' 'https://clients.lexer.io/api/public/v1/activity/reports/status?token=<report_token>'

This will respond with the following when complete:

{ "status": "complete", "url": "<CSV File Location>", "token": "<report_token> }

3. Download the CSV file

Finally you run the following to download the CSV file:

curl <CSV File Location>

Errors

The API may return the following error codes.

Code Type Description
400 Invalid report - date range is too long Your date range must be not greather than 12 months
400 Invalid report - starting date is a future date Starting date must be in the past
400 Invalid report - invalid type Chart type provided is invalid
401 Unauthorized - api token not matching Your API token provided is not valid
401 Unauthorized Missing authentication data
404 Not found General error for malformed request
429 Rate limited exceeded You’re making too many requests

Rate Limiting

The API may rate limit requests made by your application. Our rate limits are managed by an allowed number of requests per time window. A single request could be to retrieve a list of users, or query a particular chart endpoint.

The rate limit is 100 requests per 5 minutes per API Token.

In the case you are rate limited a “429 Rate limited exceeded” response will be returned.