We are making a breaking change to the Create a new analytics export endpoint offered by our Core API. The endpoint will now require you to specify the columns that will be present in the export. Previously, the endpoint generated an export that included all available columns.
In addition, three columns will be deprecated from the export: Resolution time, Replies to resolve, and Final resolution. You should use Total reply time, Replies to resolution, and Stage resolution time instead.
Why are we making these changes?
We are making these changes for the following reasons:
- By explicitly specifying the columns you need in the export, future additions to the available columns will not affect your export. This ensures backwards compatibility as we continue to enrich the Analytics data.
- Customers who need a subset of columns in their exports can benefit from faster exports and smaller response sizes.
- The Resolution time, Replies to resolve, and Final resolution columns are being deprecated because Front launched a feature that splits conversations into stages, so the deprecated fields no longer make sense under the new model. Use Total reply time, Replies to resolution, and Stage resolution time instead.
What do I need to do to address these changes?
- Starting today: Begin using the
columnsfields available to the to Create a new analytics export endpoint. Read more about implementing thecolumnsfield in the next section.
- April 1st: Your requests to the endpoint will start returning a 400 error code if the
columnsparameter isn’t present.
- April 1st: The columns “Resolution time”, “Replies to resolve”, and “Final resolution” will be officially sunset.
How do I make use of the columns field?
Specify the list of columns as a list of strings in the request body. Depending on the export type, “Events” or “Messages”, the list of columns is different. The full list of supported columns is available in the reference topic for both export types (events and messages) if you expand any of the options below the columns description for each export type.
{
"columns": [
"Activity ID",
"Type",
"Source"
]
...
}
In the example above, the export would return the Activity ID, Type, and Source columns for an Event export.
New columns and deprecated columns
As previously mentioned, this change also introduces new columns and deprecates ones that are no longer relevant.
New columns:
- “Total reply time” column (this replaces the current “Resolution time” column)
- “Stage resolution time” (only available to exports of
typeEvent) - “Replies to resolution” (only available to exports of
typeEvent)
Columns flagged as deprecated and not supported anymore through the “columns” parameter:
- “Resolution Time”
- “Final resolution”
- ”Replies to resolve”
We thank you for adopting the usage of the columns parameter by April 1st.
If you have any questions, please feel free to reply to this post.