OData Analytics Endpoint

Live Agent exposes an OData v4 analytics Endpoint to retrieve analytics records. OData, the best way to REST, is a powerful API framework. The OData Endpoints allows you to retrieve the most relevant data models from Live Agent by using GET requests. It covers all your enterprise analytics needs to make fine-grained queries in your spreadsheets or build rich dashboards for your bots with your favorite data visualization tool.

Note that the Live Agent OData Endpoint only supports GET requests and does not support any other request types, such as PATCH, DELETE, or POST.

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Technical video "Analytics & OData"

Watch this Episode of Cognigy Sessions for a technical deep dive

Usage and Authentication

To connect to the OData Endpoint, get a Live Agent Access Token:

1. Open the Live Agent interface.
2. In the left-side menu, go to Profile Settings.
3. In the Access Token section, copy the existing token.
4. Paste this token to your OData request.

An OData URL is composed of the service root, API version, service path, data collection, and Live Agent access token parameter as follows:

    GET /<api-version>/odata/<OData data model>?<odata query> HTTP/1.1
    Host: <odata domain>
    Authorization: Bearer <Live Agent access token>

The authentication can also be done using a query param such as follows:

/<api-version>/odata/<OData data model>?<odata query>&apikey=<Live Agent access token>

OData Domain Name

The OData endpoint is available on a different domain to your Cognigy User Interface domain. For example, https://odata-liveagent-trial.cognigy.ai/v1.0/odata.

For example, on our trial server, the OData Endpoint URL for the Analytics Inputs Collection is https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Message?. For On-Premise installations, replace the odata-trial.cognigy.ai domain name with the domain name configured for your local installation.

Excel/Power BI

When using PowerBI or Excel, you might be asked to authenticate. Simply choose anonymous authentication and pass the Live Agent access token as a query parameter &apikey=<Live Agent access-token>

Endpoint Version

Version 1.0

The current version of the OData Endpoint is v1.0. This Endpoint version is available from LiveAgent Version 1.0.0 onwards. In this version, the following OData collections are available:

• Message (/Message)
• Conversation (/Conversation)
• User (/User)
• Label (/Label)
• Inbox (/Inbox)

To see all the available OData models, you can ping the following Endpoint: https://<hostname>/v1.0/odata/

The URL for accessing the V1.0 OData Endpoint is as follows: https://<hostname>/v1.0/odata/<collection>

Querying

The Endpoint supports the following the OData Query Language operators:

• $filter
• $select
• $skip
• $top
• $orderby
• $expand

Example Queries

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation(1)?$select=inbox_id,account_id&apikey=<access-token> Return the columns inbox_id and account_id for the Conversation with id=1

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?$select=id,account_id&apikey=<access-token> Return the columns id and account_id for all Conversations.

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?$select=id,account_id&$filter=created_at le '2021-11-23T00:00:00'&apikey=<access-token> Return the columns id and account_id for all the Conversations filtered by the created_at column being lower or equal to '2021-11-23T00:00:00'

Reference Documentation

For complete reference documentation, refer to the extensive collection of resources at OData.org and the Oasis OData URL Convention Documentation.

Data Protection & Analytics

Only users with an admin role in Live Agent will be able to query OData Models.

Live Agent OData Collections

This section details the data types that exist within the OData Collections that can be retrieved from the OData Endpoint. The following Collections are available:

• Message
• Conversation
• User
• Label
• Inbox

Message

Description:

A message is a single piece of communication between an Agent and a client, every time an Agent/user presses enter it will write that text as a new message row. In the Messages table, you can find all messages from all Inboxes and Conversations.

Example Query:

• V1.0 Endpoint: https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Message?.

Data Types:

When retrieving this data model, the Endpoint will return the following fields:

Field Name	Description	Type	Example
id	Unique Message ID	Number	1
content	The Message Sent	String	Welcome to Live Agent
account_id	Account ID	Number	1
inbox_id	Inbox ID	Number	1
conversation_id	Conversation ID	Number	1
message_type	Type of Message	Number	3
created_at	Message Creation Date	Date	2021-12-11 12:41:26.745
updated_at	Message Updated Date	Date	2021-12-11 12:41:26.745
private	Message Visibility	Boolean	false
status	Message Status	Number	3
source_id	Message Source	String	default
content_type	text: 0, input_text: 1, input_textarea: 2, input_email: 3, input_select: 4, cards: 5, form: 6, article: 7, incoming_email: 8, input_csat: 9, typescognigy: 2016, request_file_upload: 2017	Number	0
content_attributes	JSON Attribute/Value Definitions	JSON	"{\"items\":[{\"title\":\"Acme Hardware\"]}"
sender_type	Provides information of who originated the message	String	cognigy
sender_id	Sender unique ID	Number	1
external_source_ids	External Source IDs	JSON	"{\"items\":[{\"title\":\"Acme Hardware\"]}"

Conversation

Description:

A Conversation is the communication channel opened between an Agent and a client.

Example Query:

• V1.0 Endpoint: https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?.

Data Types:

When retrieving this data model, the Endpoint will return the following fields:

Field Name	Description	Type	Example
id	Unique Conversation ID	Number	1
account_id	Account ID (where the conversation belongs)	Number	1
inbox_id	Inbox ID (where the conversation belongs)	Number	1
status	Conversation Status:	Number	1
assignee_id	Agent ID (assigned to the conversation)	Number	1
created_at	Conversation Creation Date	Date	2021-12-11 12:41:26.745
updated_at	Conversation Updated Date	Date	2021-12-11 12:41:26.745
contact_id	Client Unique Identification.	Number	3
display_id	Display ID	Number	3
contact_last_seen_at	Contact/Client Date Last Seen	Date	2021-12-11 12:41:26.745
agent_last_seen_at	Agent Date Last Seen	Date	2021-12-11 12:41:26.745
additional_attributes	JSON Containing Any Additional Attributes.	JSON	{}
contact_inbox_id	Contact Inbox ID	Number	1
uuid	Unique Identifier	String	89f20666-e17d-427c-9283-268ba7870283
identifier	Identifier	String	"89f20666-e17d-427c-9283-268ba7870283"
last_activity_at	Last Activity Date.	Date	2021-12-11 12:41:26.745
team_id	Team ID (belonging to the conversation)	Number	1
campaign_id	Campaign ID	Number	1
snoozed_until	Snoozed Date End	Date	2021-12-11 12:41:26.745
custom_attributes	Extra Add-on Attributes	JSON	"{}"
assignee_last_seen_at	Date Of Last Time The Assignee Has Been Seen	Date	2021-12-11 12:41:26.745

Inbox

Description:

The Inbox is where all Conversations from a specific set of Agents will be placed.

Example Query:

• V1.0 Endpoint: https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Inbox?.

Data Types:

When retrieving this data model, the Endpoint will return the following fields:

Field Name	Description	Type	Example
id	Unique Record ID	Number	1
channel_id	Channel ID	Number	1
name	Inbox Name	String	Welcome to Live Agent
account_id	Account ID	Number	1
created_at	Inbox Creation Date	Date	2021-12-11 12:41:26.745
updated_at	Inbox Updated Date	Date	2021-12-11 12:41:26.745
channel_type	Communication Channel, i.e. API, webWidget, Facebook	String	"Channel:WebWidget"
enable_auto_assignment	Feature That Allows The Agent To Auto Assign Conversations	Boolean	true
greeting_enabled	Feature That Allows An Automatic Greeting To Be Sent	Boolean	false
greeting_message	Automatic Greeting Message	String	"Hi there!"
email_address	Email Address	String	default
working_hours_enabled	Feature That Enables A Working Hours Timetable	Boolean	true
out_of_office_enabled	Default Message That Will Be Displayed During Out Of Office Hours	String	"Out of office hours, try again tomorrow"
timezone	Inbox Timezone	String	"UTC"
enable_email_collect	Allows To Email Collection	Boolean	true
csat_survey_enabled	Allows CSAT Survey	Boolean	true
cognigy_organization_id	Cognigy Account ID	Number	1
cognigy_project_id	Cognigy Project ID	Number	1
enable_auto_reassignment	Allows To Reassign Conversation	Boolean	true
conversation_show_all	Allows To See All Conversations In Inbox, Even If They Do Not Belong To You	Boolean	true

Label

Description:

Labels are being used to mark, identify or group different Conversations.

Example Query:

• V1.0 Endpoint: https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Label?.

Data Types:

When retrieving this data model, the Endpoint will return the following fields:

Field Name	Description	Type	Example
id	Unique Label ID	Number	1
title	Label Title	String	label-complain"
description	Label Description	String	"labels used for complains"
color	Label Color	String	"red"
show_on_sidebar	Allows The Label to Be Shown On The Sidebar	Boolean	true
account_id	Account To Which The Label Will Belong	Number	3
created_at	Label Creation Date	Date	2021-12-11 12:41:26.745
updated_at	Label Updated Date	Date	2021-12-11 12:41:26.745

User

Description:

This data model holds information regarding the Live Agent users, such as an Agent.

Example Query:

• V1.0 Endpoint: https://odata-liveagent-trial.cognigy.ai/v1.0/odata/User?.

Data Types:

When retrieving this data model, the Endpoint will return the following fields:

Field Name	Description	Type	Example
id	Unique Record ID	Number	1
provider	e.g Email	String	"email"
uid	Provided Unique Identifier	String	"some-email@cognigy.com"
encrypted_password	Encrypted Password	String	"\(2a\)11$L.610bEOk617uPiXy9L3HOq8nn6kdjJK2/X4p7ghlxPC38hjovasd"
reset_password_token	Token Used To Reset The Password	String	"\(2a\)11$L.610bEOk617uPiXy9L3HOq8nn6kdjJK2/X4p7ghlxPC38rjsvaru"
reset_password_send_at	Date When A Password Reset Was Sent	Date	2021-12-11 12:41:26.745
remember_created_at	Remember Created At Date	Date	2021-12-11 12:41:26.745
sign_in_count	Number Of Times User Has Signed In	Number	3
current_sign_in_at	Current Sign In Date	Date	2021-12-11 12:41:26.745
last_sign_in_at	Last Sign In Date	Date	2021-12-11 12:41:26.745
current_sign_in_ip	Current Sign In IP Address	String	"120.0.0.1"
last_sign_in_ip	Current Sign In IP Address	String	"120.0.0.1"
confirmation_token	Confirmation Token	String	"\(2a\)11$L.610bEOk617uPiXy9L3HOq8nn6kdjJK2/X4p7ghlxPC38hjovasd"
confirmed_at	Confirmation Token Confirmed At Date	Date	2021-12-11 12:41:26.745
confirmation_sent_at	Confirmation Token Sent At Date	Date	2021-12-11 12:41:26.745
unconfirmed_email	Unconfirmed Email	String	"unconfirmed@cognigy.com"
name	User Name	String	"Francisco"
display_name	User Display Name	String	"Paco"
email	User Email	String	"fran@cognigy.com"
tokens	User Tokens	JSON	""{\"MN4iNP38tvwe5wer7pvpnAQ\":{\"token\":\"\(2a\)10$iA7Si0sBV9lMkO2mqvwiD.L90.uTCl27WQbEo/Kc0W\",\"expiry\":1644763988}}""
created_at	User Creation Date	Date	2021-12-11 12:41:26.745
updated_at	User Updated Date	Date	2021-12-11 12:41:26.745
pubsub_tokens	User Publish/Subscribe Token	String	"MiVxY3FKry6oklambiuqL72nn"
availability	This Represents The User's Availability.	Number	1
ui_settings	UI Settings For User	JSON	"{"is_conv_actions_open": true, "is_contact_sidebar_open": true}"
custom_attributes	Custom Attributes	JSON	"{}"
cognigy_user_id	Cognigy User ID	string	"610bEOk617uPiXy9L3HOq8nn6kdjJK2"

Integrations

Excel

When connecting from Microsoft Excel 2016, you must use the PowerQuery feature, which can be found under Data > Get & Transform > New Query > From Other Sources > From OData Feed. This will connect to our OData v4 feed.

Power BI

Follow the instructions in the Power BI documentation.

Tableau

Incompatible OData Version

Cognigy.AI supports OData version 4.0, which implies that certain versions of Tableau are not compatible.

Find instructions on how to connect an OData Feed in the Tableau documentation.

OData Consumer Ecosystem

For a full list of available OData Consumer options, follow the link to Consumers on OData.org.

Client Libraries in .NET, Java, JavaScript, C++ and Other Platforms

For a full list of available OData Libraries, see the latest directory of available libraries on OData.org.