This guide gives information on how to ingest Events data from Gladly. Events data can range from Agent Events (e.g.: logins, logouts) to Conversation Events (e.g.: Conversation Created, Conversation Closed) and Contact Events (e.g.: Contact Created, Contact Offered).
Events offer the greatest amount of flexibility in being able to perform your own analytics. Some metrics (e.g.: Handle Time, After Contact Work) might only be available via pre-calculated Gladly APIs like the Work Sessions API and cannot be calculated using Events.
Get Events #
Option 1: Use Events API #
Sample Cadence:
URL: Events
Filters:
• startAtTime: now() – six hours
• endAtTime: now()
Cadence: Every six hours
Available For: 24 hours
Note: This data is real-time.
Why Use This API? #
Provides real-time view of Events in JSONL format.
How Customers Store This Data #
Most customers have one table to house all Events. You might need custom code to track deltas between timestamps (e.g.: how long was Agent A available for voice) when conducting further analysis.
Option 2: Use Gladly Events Reports (e.g.: AgentTimestampsReport, ConversationTimestampsReport, ContacTimestampsReport) #
Sample Cadence:
URL: Generate a report
Filters:
• startAt: Today
• endAt: Today
Cadence: Every six hours
Available For: perpetuity
Note: This data is one hour behind
Why Use This API?
Some Customers want to look back for greater than a 24-hour period of time or might want to access more historical Event information. Data in Events API is only available for the past 24 hours.
