Using the Analytics API

The Analytics API enables you to access and collect data from the Bold360 AI Analytics section.

You can get a more comprehensive picture of your customer support processes and self-service success. You can also build custom reports that show your customer support impact.
  1. To use the Analytics API, create an API key in your Bold360 AI account.

    For information on how to create a new API key, click here.

  2. To retrieve analytics data with the API, use the get method.
    • For a JSONP response, use: https://my.nanorep.com/api/analytics/v1/get
    • To retrieve a CSV file, use: https://my.nanorep.com/api/analytics/v1/get.csv
    Table 1. Input parameters
      Usage Example
    cb

    The JSONP callback method.

    Note: JSONP only.
    		 cb=callbackMethod
    account

    The account name.

    		 account=myAccount
    apiKey

    An API key with analytics read privileges for the required knowledge-bases.

    		 apiKey=xxx-yyy-zzz
    kb

    One or more knowledge-base names to obtain data for (comma-separated).

    		 kb=English,Spanish
    analysis

    Value analysis type. Possible values are:

    • hourly
    • daily
    • weekly
    • monthly
    		 analysis=weekly
    days
    Note: You must provide either a day or month value when selecting a date range.

    Date range in days to obtain data for.

    		 days=14
    months
    Note: You must provide either a day or month value when selecting a date range.

    Date range in months to obtain data for.

    		 months=6
    timezone

    Timezone in hours to obtain correct dates.

    		 timezone=5
    values

    List of values to include in output (comma-separated).

    List of possible values is provided in the table below.

    		 values=engagements,resolved
    labelid (Optional) Get data on specific label. labelId=1CE001C
    Table 2. Possible values for values parameter
    Value name Description

    Engagements
    answeredSessions Total answers provided, including self-service, rechanneling, and tickets.
    interactions Total interactions via Bold360 AI interfaces (widgets, Support Center, API, and so on).
    answered Interactions where search has returned an answer.
    unanaswered Interactions where search did not return an answer.
    resolved Engagements resolved by Bold360 AI (visitor received an answer, and did not escalate or provide negative feedback).
    unresolved Engagements not resolved by Bold360 AI (either no search result has been found or the visitor's question was escalated to an agent, or the visitor provided negative feedback).
    resolvedBySearch Engagements resolved using the Search interface.
    resolvedBySearchAC Engagements resolved using the Search interface by selecting an auto-completion suggestion (subset of resolvedBySearch).
    resolvedByFAQ Engagements resolved using an FAQ interface (in Dynamic FAQ widget, or FAQs in embedded or floating widgets).
    resolvedBySupportCenter Engagements resolved using a Support Center article.
    positiveFeedback Number of positive feedback from all touchpoints.