Citizen Service Management

Transcription

1 Citizen Service Management Custmer API Dcumentatin PAGE 1 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

2 Table f Cntents Overview... 3 Cases API... 4 Parameters...4 Example Cases API Output (update example utput w/the new ne in wiki)...6 FAQ API... 7 Parameters...7 Example FAQ API Output...8 FAQ Search API... 9 Parameters...9 Example FAQ Search API Output FAQ Clicks API Parameters Example FAQ Clicks API Output Quick Tally API Parameters Example Quick Tally API Output PAGE 2 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

3 Overview The GvDelivery CSM API Set prvides a standard interface fr clients t utilize metrics frm the GvDelivery Citizen Service Management platfrm. Leveraging this simple API set, the fllwing reprting cmpnents within the prduct can be retrieved: Cases FAQ FAQ Search FAQ Clicks Quick Tally Within this dcumentatin, yu will find infrmatin regarding the ptential parameters that can be used t call each f the abve APIs. Crss-Origin Supprt Use the?callback= URL parameter fr JSONP utput. PAGE 3 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

4 Cases API When assessing case management within Citizen Service Management, it is helpful t knw the details that are captured when a case is created r during the lifecycle f that specific case. This data can be used t prvide a snapsht f activity fr reprting r analysis purpses. The Cases API will return details based n the parameters used, which are defined as fllws. Parameters Fllwing are the parameters that can be used t call the Cases API. 1. key Required r Optinal? Required. Expects String. Descriptin 32-char alphanumeric API key, unique t yur rganizatin. Ntes The prvided key is case sensitive when entered in a call. Example Call /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef 2. frm Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The start date f yur desired date range. Ntes Required if pastxdays parameter is nt used. Can be used as standalne r with t parameter. Example Call(s) /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= PAGE 4 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

5 /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= t Required r Optinal? Optinal. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The end date f yur desired range. Must be used with frm parameter. Ntes If the t parameter is nt included with the frm parameter, the t parameter defaults t the current date. Example Call(s) /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= pastxdays Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects An integer f desired days. Descriptin Returns results fr the previus X days up t tday s date. Ntes Required if the frm parameter is nt used. Example Call /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&pastxdays=30 5. shwchatfields Required r Optinal? Optinal. Expects True r False. Descriptin Returns chat details fr any chat sessin related t a case. If n chat exists, utput values will be null. Ntes N/A PAGE 5 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

6 Example Call /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&shwchatfields=true Example Cases API Output (update example utput w/the new ne in wiki) { } "id": "588446", "caseid": " ", "requesttype": "Questin", "facing": "External", "custmername": "Annymus", "tpic": "Aut-assign", "subtpic": "CLMSO", "grup": "Custmer Liaisn and Marketing Services", "casedescriptin": "I am testing again t see if GvDelivery is wrking prperly", "status": "Reslved", "casestart": " :28:29", "caseend": " :28:29", "chatduratin": "936", "chatwaittime": "11", "chatstatus": "Accepted", "chatrating": "0", "cmmuncatinscunt": "0", "custmerprevcasedate": null, "custmerprevcasecunt": "0", "custmfields": { "WrapCde": "01-DataAssistance", "CFTextbx": null, "FAQID": null } PAGE 6 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

7 FAQ API When reviewing r reprting n yur FAQs it is helpful t knw the questin title and ther relevant data assciated with a specific FAQ. Any FAQs that were created r updated in the entered date range will be included in the utput. The FAQ API will return details based n the parameters used, which are defined as fllws. Parameters Fllwing are the parameters that can be used t call the FAQ API. 1. key Required r Optinal? Required. Expects String. Descriptin 32-char alphanumeric API key, unique t yur rganizatin. Ntes The prvided key is case sensitive when entered in a call. Example Call /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef 2. frm Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The start date f yur desired date range. Ntes Required if pastxdays parameter is nt used. Can be used as standalne r with t parameter. Example Call(s) /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= PAGE 7 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

8 /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= t Required r Optinal? Optinal. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The end date f yur desired range. Must be used with frm parameter. Ntes If the t parameter is nt included with the frm parameter, the t parameter defaults t the current date. Example Call(s) /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= pastxdays Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects An integer f desired days. Descriptin Returns results fr the previus X days up t tday s date. Ntes Required if the frm parameter is nt used. Example Call /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&pastxdays=30 Example FAQ API Output { "tpic": "Parent Tpic", "subtpic": "Subtpic", "grup": "2010 Census", "faqid": "10980", "questin": "Test - what metrics are prvided when FAQ is assciated with multiple Grups?", "external": "1", PAGE 8 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

9 } "active": "1" FAQ Search API The FAQ Search API prvides yur rganizatin with the search terms citizens are using and the number f search results yur nline knwledge base returns. Analyzing search terms and results can help guide necessary adjustments t the cntent in yur knwledge base. The FAQ Search API will return details based n the parameters used, which are defined as fllws. Parameters Fllwing are the parameters that can be used t call the FAQ Search API. 1. key Required r Optinal? Required Expects String Descriptin 32-char alphanumeric API key, unique t yur rganizatin. Ntes The prvided key is case sensitive when entered in a call. Example Call /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef 2. frm Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The start date f yur desired date range. Ntes Required if pastxdays parameter is nt used. Can be used as standalne r with t parameter. Example Call(s) /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= PAGE 9 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

10 /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t = t Required r Optinal? Optinal. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The end date f yur desired range. Must be used with frm parameter. Ntes If the t parameter is nt included with the frm parameter, the t parameter defaults t the current date. Example Call(s) /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t = pastxdays Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects An integer f desired days. Descriptin Returns results fr the previus X days up t tday s date. Ntes Required if the frm parameter is nt used. Example Call /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&pastxdays=30 Example FAQ Search API Output { } "date": " ", "searchterm": "Are we running lad test", "searchresultsreturned": "1100", "timessearched": 4 PAGE 10 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

11 FAQ Clicks API The FAQ Clicks API returns external traffic metrics based n hw citizens are interacting with yur FAQ page. This API prvides metrics n hw many times yur knwledge base has been visited and hw many clicks a specific FAQ receives, giving insight n which FAQs receive the mst external traffic. In additin, yu are able t assess hw many times the FAQ has been rated and if the cntent presented was helpful t the viewer. The FAQ Clicks API will return details based n the parameters used, which are defined as fllws. Parameters Fllwing are the parameters that can be used t call the FAQ Search API. 1. key Required r Optinal? Required Expects String Descriptin 32-char alphanumeric API key, unique t yur rganizatin. Ntes The prvided key is case sensitive when entered in a call. Example Call /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef 2. frm Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The start date f yur desired date range. Ntes Required if pastxdays parameter is nt used. Can be used as standalne r with t parameter. Example Call(s) PAGE 11 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

12 /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/faqclicks.php.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= t Required r Optinal? Optinal. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The end date f yur desired range. Must be used with frm parameter. Ntes If the t parameter is nt included with the frm parameter, the t parameter defaults t the current date. Example Call(s) /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t = pastxdays Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects An integer f desired days. Descriptin Returns results fr the previus X days up t tday s date. Ntes Required if the frm parameter is nt used. Example Call /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&pastxdays=30 Example FAQ Clicks API Output { "date": " ", "faq_id": "8238", "clicks": "4", "ttalvisits": "56" clicks : 4, timesrated : 2 timesratedhelpful : PAGE 12 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

13 } Quick Tally API Quick Tally allws staff t easily tally interactins cming int yur rganizatin in a timely manner. This API will prvide metrics that were tracked within a tally request t better understand citizen interactins and activities. The Quick Tally API will return details based n the parameters used, which are defined as fllws. Parameters Fllwing are the parameters that can be used t call the Quick Tally API. 5. key Required r Optinal? Required Expects String Descriptin 32-char alphanumeric API key, unique t yur rganizatin. Ntes The prvided key is case sensitive when entered in a call. Example Call /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef 6. frm Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The start date f yur desired date range. Ntes Required if pastxdays parameter is nt used. Can be used as standalne r with t parameter. Example Call(s) /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= /api/tally.php.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t = PAGE 13 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

14 7. t Required r Optinal? Optinal. Expects Date in YYYYMMDD frmat, r Unix Timestamp. Descriptin The end date f yur desired range. Must be used with frm parameter. Ntes If the t parameter is nt included with the frm parameter, the t parameter defaults t the current date. Example Call(s) /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm= &t= pastxdays Required r Optinal? Either the frm parameter r the pastxdays must be used t btain results. If bth are used, the frm parameter will take precedence. Expects An integer f desired days. Descriptin Returns results fr the previus X days up t tday s date. Ntes Required if the frm parameter is nt used. Example Call /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&pastxdays=30 Example Quick Tally API Output { "timestamp": " :18:19", "tallyid": "28048", "surce": "Telephne", "grup": "7.21 Grup", "tpic": "Nt Sure..", "subtpic": "Hw D I", "tallytypes": { "Translatins (checkbx)": null, "Spanish Translatin": "Yes" }, "custmfields": { "Custmer Service Helpful - test": "Yes", "wrap cde test reprting": "maybe", PAGE 14 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K

15 } } CSM API DOCUMENTATION "Testing": "CF Multi-Select", "Next test": [ "Next", "Anther test" ], "Test - Custmer Satisfactin?": "Yes" PAGE 15 Learn mre visit: gvdelivery.cm gvdelivery.c.uk [email protected] call: U.S. (866) U.K