Get Customer Service Performance

GET

/customer_service/202407/performance

Retrieves customer service performance metrics for a shop over a selected time period.

Authorizations

• accessToken

Parameters

Query Parameters

shop_cipher

required

string

Identifies the shop. Obtain it from the Get Authorized Shops API.

support_date_ge

required

string format: date

The start date (YYYY-MM-DD) of the period for selecting chat support sessions to be included in the performance evaluation.

support_date_lt

required

string format: date

The end date (YYYY-MM-DD) of the period for selecting chat support sessions to be included in the performance evaluation.

Responses

200

Success

Media typeapplication/json

object

code

Status code; 0 means success.

integer format: int64

message

Success or failure message.

string

request_id

Request log ID.

string

data

object

performance

The customer service performance metrics for the shop based on chat support sessions within the selected evaluation period.

object

support_session_count

The total number of chat support sessions initiated by customers. A session starts when a customer first clicks an FAQ card or sends a message (text, image, video, emoji, product card, order card, etc.) in chat. The sessions which started in the specified time slot are included in calculation.

integer format: int64

response_percentage

The percentage of chat support sessions of which the first response happens within 24 hours. The sessions which started in the specified time slot are included in calculation.

• Automated responses such as FAQ cards are regarded as responses within 24 hours.
• Sessions initiated during vacation mode are excluded from this calculation.

string

satisfaction_percentage

The percentage of chat support sessions rated ‘Satisfied’ (4 or 5 stars). The sessions of which the rating occurred in the specified time slot are included in the calculation; the sessions without rate are not included in the calculation.

string

response_time_mins

The average first response time in minutes for chat support sessions. The sessions which started in the specified time slot are included in calculation.

string

conversion_rate

The percentage of successfully converted customers based on the total number of potential customers.

string

cs_guided_gmv

The revenue generated from orders placed by customers within 7 days of your response to their chat.

string

currency

The ISO 4217 three-letter currency code used for cs_guided_gmv. See Currency Codes.

string

Example

{
  "code": 0,
  "data": {
    "performance": {
      "support_session_count": 15,
      "response_percentage": "93.4",
      "satisfaction_percentage": "95.2",
      "response_time_mins": "3.4",
      "conversion_rate": "66.67",
      "cs_guided_gmv": "36500",
      "currency": "USD"
    }
  },
  "message": "Success",
  "request_id": "202203070749000101890810281E8C70B7"
}