Export reporting worklog - Enneo documentation

Autorisierungen

Authorization

string

header

erforderlich

JWT-based authentication

Abfrageparameter

format

enum<string>

Export format. Defaults to the backend defaultDateExportFormat setting.

Verfügbare Optionen:

xlsx,

csv,

json

limit

integer

Standard:100

The number of items to return

Erforderlicher Bereich: 1 <= x <= 1000

offset

integer

Standard:0

The number of items to skip

Erforderlicher Bereich: x >= 0

orderByField

string

Column used to order the result set (e.g. date, duration, department).

orderByDirection

enum<string>

Standard:desc

Sort direction applied to orderByField.

Verfügbare Optionen:

asc,

desc

Antwort

Export scheduled or returned successfully.

date

string<date-time>

Timestamp of the worklog entry. When reportingPrivacyLevel is pseudonymized, only the date portion is returned (time stripped).

name

string | null

Name of the user who performed the action

ticketId

integer | null

ID of related ticket. Omitted when reportingPrivacyLevel is pseudonymized.

conversationId

integer | null

ID of related conversation. Omitted when reportingPrivacyLevel is pseudonymized.

userId

integer | null

ID of the user. Omitted when reportingPrivacyLevel is pseudonymized.

action

enum<string>

Type of action performed

Verfügbare Optionen:

closeAction,

readAction,

statusAction,

writeAction,

autoProcessAction

duration

integer

Duration of the action in seconds

durationAfterWork

integer

Duration of after-work in seconds

reOpened

integer

Whether the ticket was reopened (0 or 1)

status

string | null

Ticket status at time of action

aiAgent

string | null

Name of the AI agent involved

topic

string | null

Primary topic (top-level tag name)

subTopic

string | null

Sub-topic (child tag name)

allTags

string | null

Comma-separated list of all assigned tag names

tags

string | null

JSON array of assigned tag names

channel

enum<string> | null

Communication channel

Verfügbare Optionen:

email,

portal,

phone,

system,

chat,

walkIn,

letter

department

string

Department handling the ticket

teams

string | null

JSON array of team names the user belongs to

string

Email of the user. Omitted when reportingPrivacyLevel is pseudonymized or partiallyPseudonymized (without permission).

rawData

string

Full ticket payload as JSON string. Omitted when reportingPrivacyLevel is pseudonymized.

aiAutomationLevel

integer | null

AI automation level (0–5)

customerIdentifiedCorrectly

integer | null

Whether the customer was correctly identified (0 or 1)

tagsIdentifiedCorrectly

integer | null

Whether tags were correctly identified (0 or 1)

textAssistanceAccuracy

number<float> | null

Accuracy score of text assistance

aiAgentsUsed

string | null

JSON array of AI agent identifiers used during processing

skippedTicket

integer | null

Whether the ticket was skipped (0 or 1)

netSecondsClosedAfterSLA

integer | null

Net seconds the ticket was closed after the SLA deadline (excludes pending time; negative = closed before SLA)

closingDateForSLA

string<date-time> | null

Effective closing date used for SLA calculation

statusActionDetail

string | null

Detail of the status action (e.g. sub-status reason)

pendingDueBy

string<date-time> | null

Due-by timestamp while ticket was in pending state

pendingSeconds

integer | null

Total seconds the ticket spent in pending state

netPendingSeconds

integer | null

Net seconds in pending state (adjusted)

firstPendingAt

string<date-time> | null

Timestamp when ticket first entered pending state

userWorklogId

integer | null

ID of the user worklog entry

timesSetToOpen

integer

Number of times the ticket was set back to open status

Beispiel:

[
  {
    "date": "2024-05-10 14:52:37",
    "name": "Jane Doe",
    "ticketId": 233,
    "conversationId": null,
    "userId": 1,
    "action": "writeAction",
    "duration": 206,
    "durationAfterWork": 0,
    "reOpened": 0,
    "status": "active",
    "aiAgent": null,
    "topic": "Billing",
    "subTopic": "Payment reminder",
    "allTags": "Billing, Payment reminder",
    "tags": "[\"Billing\", \"Payment reminder\"]",
    "channel": "email",
    "department": "Customer care",
    "teams": "[\"Customer care\"]",
    "email": "jane@example.com",
    "rawData": "{...}",
    "aiAutomationLevel": 3,
    "customerIdentifiedCorrectly": 1,
    "tagsIdentifiedCorrectly": 1,
    "textAssistanceAccuracy": null,
    "aiAgentsUsed": "[]",
    "skippedTicket": 0,
    "netSecondsClosedAfterSLA": -3600,
    "closingDateForSLA": "2024-05-13 16:15:00",
    "statusActionDetail": null,
    "pendingDueBy": null,
    "pendingSeconds": null,
    "netPendingSeconds": null,
    "firstPendingAt": null,
    "userWorklogId": 1,
    "timesSetToOpen": 0
  }
]

APIs

Autorisierungen

Abfrageparameter

Antwort