Live Guide can provide real-time data from the application. This information can be used for various scenarios like:

  • Integration with wallboard displays
  • Integration with phone software systems requiring operator availability
  • Integration with external statistics regarding the operators.

It includes information regarding:

  • Number of people in the queue
  • Maximum waiting time
  • Operators logged in
  • Status of the operators
  • Number of chats the operator is in

Implementation

To retrieve real-time data from Live Guide a REST API needs to be used.

To ensure that only authorized users pull reports, the very first parameter must be an access token which is available from Live Guide Administration only. It can be retrieved under Settings > Security > Access Token)

Syntax

https://[server]/lg/export/status.php?token=[access token]{&format=[format type]}{&perDepartment=[true|false]}

Example

https://liveguide01eu.netop.com/lg/export/status.php?token= 00000000000000000000000000000000&format=xml&perDepartment=true

The above example contains a sample secure token (in red, color codes added for clarity) and the type of data (in green).

The example will retrieve current real-time data in an XML format.

Below is a complete list of parameters

Parameter name

Mandatory?

Description

token

yes

The token is a string of 32 characters which is randomly generated.

The token is used to authenticate any user who wants to retrieve real time data.

The token must be generated from Live Guide Administration from Settings >Security >Access token.

format

no

This parameter is used for choosing the format of the output.

The two possible options are xml or json.

If the parameter is not defined, it will default to json

perDepartment

no

Displays in queue and maximum waiting time for each online department.
Default value is false.

Results

You can see a sample result coming from the API.

{
    "global":{
        "customers":{
        "inqueue":0,
        "maxWaiting":0
       }
    },


    "departments":{

     {

        "@attributes":{

            "id":"1",
"name":"Sales",

         },

         "inqueue":0,

         "maxWaiting":0

          },

    {

      "@attributes":{

            "id":"2",
"name":"Support",

         },

         "inqueue":0,

         "maxWaiting":0

        }

      },

 

    "operators":[
    {
        "@attributes":{
            "name":"John Smith",
            "email":"johnsmith@mycompany.com"
        },
       "status":"available",
        "chats":"1",
        "onlineFor":"56",
        "departments":[
        {
            "id":"14101",
            "name":"Sales"
        },
        {
            "id":"14111",
            "name":"Support"
        }
        ]

    }
    ]
}

 

Parameter name

Description

global > customers > inqueue

Number of users in the queue.

global > customers >maxWaiting

Maximum waiting time in the queue.

departments
Array of all online departments.
departments > attributes > id
The id of the department.
departments > attributes > name
The name of the department.
departments > customers
Array with customer information for a department.
departments > customers > inqueue
Number of customers in the queue for a department.
departments > customers > maxWaiting
Maximum waiting time in the queue for a department.

operators

Array of all logged in operators.

operators > attributes > name

Name of the operator.

operators > attributes > email

Email of the operator.

operators > status

Status of the operator (available or busy).

operators > chats

Number of customer chats that the operator is involved in.

operators > departments

An array including all the departments the operator is in.

operators > departments >id

The id of the department.

operators > departments >name

The name of the department.

Notes

  • The parameters can be given in any sequence.
  • The must be NO spaces in the list of parameters.
  • Parameters must be separated by ampersands (“&”).