Citizen Service Management Custmer API Dcumentatin PAGE 1 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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... 10 FAQ Clicks API... 11 Parameters... 11 Example FAQ Clicks API Output... 12 Quick Tally API... 13 Parameters... 13 Example Quick Tally API Output... 14 PAGE 2 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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=20140101 /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 PAGE 4 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
/api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t=201 40110 3. 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=1388534400&t=1 389312000 /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400&t=2 0140110 /api/case.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t=201 40110 4. 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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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": "2013-7839", "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": "2013-04-26 10:28:29", "caseend": "2013-04-26 10:28:29", "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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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=20140101 /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 PAGE 7 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
/api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t=2014 0110 3. 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=1388534400&t=13 89312000 /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400&t=20 140110 /api/faq.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t=2014 0110 4. 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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
} "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=20140101 PAGE 9 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
/api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t =20140110 3. 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=1388534400 &t=1389312000 /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 &t=20140110 /api/faqsearch.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t =20140110 4. 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": "2014-06-03", "searchterm": "Are we running lad test", "searchresultsreturned": "1100", "timessearched": 4 PAGE 10 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
/api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101 /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 /api/faqclicks.php.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=201401 01&t=20140110 3. 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=1388534400 &t=1389312000 /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 &t=20140110 /api/faqclicks.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t =20140110 4. 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": "2014-06-04", "faq_id": "8238", "clicks": "4", "ttalvisits": "56" clicks : 4, timesrated : 2 timesratedhelpful : 50.00 PAGE 12 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
} 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=20140101 /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400 /api/tally.php.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t =20140110 PAGE 13 Learn mre visit: gvdelivery.cm gvdelivery.c.uk email: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
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=1388534400&t= 1389312000 /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=1388534400&t= 20140110 /api/tally.php?key=abcdefghijklmnopqrstuvwxyzabcdef&frm=20140101&t=20 140110 8. 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": "2014-05-12 08:18:19", "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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769
} } 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: inf@gvdelivery.cm call: U.S. (866) 276-5583 U.K. 0800 032 5769