Configure the Session History API

The Session History API returns post-session data and details about a session or set of sessions according to the configured filtering options.

URL for Session History API

https://api.swi-rc.com/integration/get_history_api.php

Input Parameters

Element	Format	Mandatory	Description
KEY	Varchar(64)	Yes	Your API key
VARS	Varchar(512)	Yes	Variable specification. Check description below
(FILTERS)	---	No	Filtering options. Check description below

Vars

This variable specifies the information that is returned by the function. Each parameter is separated by a space.

Element	Format	Description
COMPUTER_NAME	Varchar(50)	Customer's computer name
COMPUTER_DOMAIN	Varchar(100)	The domain of the customer's computer
COMPUTER_OS	Varchar(64)	Computer's operating system
TECH_USERNAME	Varchar(100)	Technician's username (email address)
TECH_NAME	Varchar(100)	Technicians name
CUSTOMER_NAME	Varchar(200)	Customer's name
CUSTOMER_EMAIL	Varchar(100)	Customer's email address
CUSTOMER_NUMBER	Varchar(50)	Customer's identification number in your company
PROBLEM_DESCRIPTION	Varchar(4000)	Description of the problem
NOTES	Varchar(4000)	Technician's description of the issue
HAS_VIDEOS	BOOLEAN(TRUE,FALSE)	Returns TRUE if there are recorded videos
DATE_START	YYYY-MM-DD HH:MM:SS	Session's starting time
DATE_END	YYYY-MM-DD HH:MM:SS	Session's ending time
CHAT_INFO	XML	XML data structure containing the chat transcript
VIDEO_LINKS	XML	XML data structure containing video URLs
OUTPUT_FORMAT	XML OR JSON	XML OR JSON
CUSTOM_FIELD_NAME	Varchar(32)	Name for custom field
CUSTOM_FIELD_VALUE	Varchar(100)	Value for custom field

Filters

This function supports a number of filters that allows the selection of a subset of sessions.

Element	Format	Description
FILTER_ID	INT	Filter results from a specific session ID
FILTER_DATE_START_INI	YYYY-MM-DD HH:MM:SS	Session’s starting time must be higher than this value
FILTER_DATE_START_END	YYYY-MM-DD HH:MM:SS	Session’s starting time must be lower than this value
FILTER_CUSTOMER_NAME	Varchar(100)	Customer's name
FILTER_CUSTOMER_EMAIL	Varchar(100)	Customer's email address
FILTER_CUSTOMER_NUMBER	Varchar(50)	Customer's identification number in your company
FILTER_COMPUTER_NAME	Varchar(100)	Customer's computer name
FILTER_COMPUTER_DOMAIN	Varchar(100)	Customer's computer domain
FILTER_TECH_USERNAME	Varchar(100)	Technician's username
FILTER_START_METHOD	ALL, APPLET, AGENT	Session started from Agent software running on customer’s PC or otherwise (e.g. session started from a pin number)
FILTER_PROCESSED	ALL, ANSWERED, NOT_ANSWERED	Session was answered by a technician or not
FILTER_HAS_VIDEOS	BOOLEAN (TRUE, FALSE)	TRUE = Only requests WITH video recordings FALSE = Only requests WITHOUT video recordings Empty value = All requests
FILTER_CUSTOM_FIELD_NAME	Varchar(32)	Name for custom field filter
FILTER_CUSTOM_FIELD_VALUE	Varchar(100)	Value for custom field filter

Output

The function returns the following XML structure:

Error handling

The error messages are returned by the function within the XML structure in the following format:

<response><error_msg> Error message.</error_msg></response>

These are some other examples:

<response><error_msg>Invalid FILTER_HAS_VIDEOS setting.</error_msg></response>

<response><error_msg>Invalid FILTER_START_METHOD setting.</error_msg></response>

<response><error_msg>Invalid FILTER_START_METHOD setting.</error_msg></response>

<response><error_msg>Invalid FILTER_DATE_START_INI value.</error_msg></response>

<response><error_msg>Invalid FILTER_DATE_START_END value.</error_msg></response>

Examples

This example returns the fields selected in VARS from all the ANSWERED sessions created after 2011-01-01 UTC:

get_session_history.php?KEY=xxxxx&VARS=ID CUSTOMER_NUMBER DATE_START DATE_END 
TECH_USERNAME&FILTER_DATE_START_INI=2011-01-01&FILTER_PROCESSED=ANSWERED

This example returns the fields selected in VARS from all the ANSWERED by tech mytech@techplace.com requests created after 2011-01-01 UTC:

get_session_history.php?KEY=xxxxx&VARS=ID CUSTOMER_NUMBER 
DATE_START&FILTER_DATE_START_INI=2011-01-01& 
FILTER_PROCESSED=ANSWERED&FILTER_TECH_USERNAME=mytech@techplace.com

This example returns the fields selected in VARS from request ID 12334:

get_session_history.php?KEY=xxxxx&VARS=CUSTOMER_NAME CUSTOMER_NUMBER
COMPUTER_NAME COMPUTER_DOMAIN PROBLEM_DESCRIPTION TECH_USERNAME DATE_START
DATE_END HAS_VIDEOS COMPUTER_OS NOTES&FILTER_ID=12334