For some integrations, the EdgeTier system can regularly poll a report within the system. This type of integration is used for some call and chat systems.

For the integration to be as successful as possible, below is a comprehensive list of requirements for the report required:

Filters

The report should support filtering by:

• Time range: Specify a from and to date and time (e.g., "Retrieve chats updated from 2024-01-28 10:00:00 to 2024-01-28 11:00:00").
• Interaction type: Filter by chat or email unless this can be inferred from the data (e.g., via a report column).
• Additional filtering ability: If necessary, we need the ability to exclude specific channels, brands, queues, bot-only chats, etc., as applicable.

Fields

Each row in the report should include:

• Unique ID: A unique identifier for the interaction (an interaction being a chat transcript, or an email sent/received).
• Creation time: Date and time the interaction started.
• End time: Date and time the interaction ended (if it exists).
• Interaction type (e.g. chat, call, email, survey), unless already included in the filters.
• Content: Interaction details such as chat transcript, email thread, or messages. This is ideally in a structure format such as JSON. For individual messages in the interaction, the following attributes need to be available
  • Send time of the message
  • Direction of the message
  • Sender of the message (agent ID or customer ID) (to handle chats where agents change mid-chat)
  • Type of message (might be a system message / bot message / note )
  • File/Attachment information if applicable
• Contact/sender information columns: Unique identifier, email, name, phone number (optional).
• Agent information: Unique identifier, email, name.
• Language, if available. Alternatively this can be inferred from the content. ISO codes recommended as format here.
• URL or link: Direct URL link to the chat so that users can navigate from our system to yours. Optional, an alternative would be to suggest a way to construct it manually (e.g. www.integration.com/<chat-id>)
• Subject/title: The subject or title of the interaction (optional).
• Tags and Labels: Relevant metadata, such as brand, country, contact reason, status, priority, etc. These could be independent columns such as “brand”, “country”, or a single JSON format document with format similar to {"brand": "Acme", "country": "Ireland"}