Chat log XML format
The Puzzel chat logs are usually stored in the Archive in the Admin Portal for as many days as configured by each customer. A chat log shown in the Archive can be downloaded by the user as an xml file, and it can be fetched from Archive using an API.
Puzzel can on request also deliver the chat logs to Puzzel's FTP server so that the Puzzel customer can fetch them and store them in his own system. In this case, the chat logs are delivered as XML files.
The file name for chat logs delivered to FTP is <session_id>.xml
The session_id is Puzzels unique identifier for the chat, which is also shown inside the chat log and it is also used in Raw data.
When downloading chat log xml files from Puzzel's FTP Server, it is important that the download software is transferring the files in BINARY mode.
About the chat log XML format
| Parameter | Description |
|---|---|
| iq_session_id | The chats session id in the Puzzel platform. Used in the chat logs file name, in Raw data and in Archive. |
| customer_key | The Puzzel customers customer number in the Puzzel platform |
| start | When the chat request arrived in Puzzel platform |
| finish | When the agent ended the chat |
| caller_finish | When the end-customer ended the chat (might be earlier or later than the agent finished (Finish)) |
| queue_key | The queue the chat was put in (same as used in Raw data) |
| request_destination | The access-point in Puzzel (also used in Raw data) |
| UserInformation | |
| user_id | The agents id (also used in Raw data) |
| user_name | The agents username |
| name_first | The agents defined first name |
| name_last | The agents defined last name |
| nickname | The agents defined nickname |
| detail | For each time a message is sent (by system, agent or chatter), a detail element is created |
| sent | When this detail/message was sent |
| role | -1 means system, 1 means agent and 0 means chatter/end-customer |
| nickname | The chatters/agents nickname |
| user_id | The agents user_id (the same as agent_id in Raw data) |
| privacy | 0 = Not marked as private. 1 = Marked as private. Only agent can mark as private, and this might happen when another agent is invited into the chat and the agent want to send a private message to the other agent. |
| msg | The message sent by agent or chatter. The first message in a chat (from role=-1) is usually the chatters nickname and ID (and other variables) shown to agent. If Track chatters browser history is configured, such tracking messages are sent from the system (role=-1) and only shown for the agent (and also in Archive). If URLs are sent from agent, we usually show both the shown text with the link (e.g. Product page) and the underlying URL (e.g. https://productdemo.puzzel.com/product/products) |