Download Reports with SupportTeam

The SupportTeam query returns information about activity within a support team. You may use any of the following sets of parameters to generate reports:

  • start_date and duration
  • start_time and duration
  • end_date and duration
  • end_time and duration

Parameters for SupportTeam

start_date=[YYYY-MM-DD] Specifies that the report should return all sessions, even those still in progress, that began on or after this date and that are within the duration specified below.
start_time=[timestamp] Specifies that the report should return all sessions, even those still in progress, that began at or after this time and that are within the duration specified below. The time must be a UNIX timestamp (UTC).
end_date=[YYYY-MM-DD] Specifies that the report should return only closed sessions that ended on or after this date and that are within the duration specified below.
end_time=[timestamp] Specifies that the report should return only closed sessions that ended at or after this time and that are within the duration specified below. The time must be a UNIX timestamp (UTC).
duration=[integer] Length of time from the specified date or time for which you wish to pull reports, or 0 to pull from the specified date to present. If start_date or end_date is specified, duration will represent days; if start_time or end_time is specified, duration will represent seconds.

Optional Parameter for SupportTeam

team_id=[integer] The numeric ID of the team or Embassy by which to filter results. Only the activity within the specified team or Embassy will be returned. If this parameter is not specified, results from all teams and embassies will be returned. To get a team's ID, see API Command: get_support_teams.

XML Response for SupportTeam Query

<team_activity_list>

Contains a <team_activity> element for each team with any activity within the given parameters. If no teams are returned, this element will contain no <team_activity> elements. If an error occurs during the search, it will contain an <error> element describing the problem.

Also contains <start_time> and <end_time> elements displaying the time parameters in the system time and with a timestamp attribute in UTC.

Element Names and Attributes

/team_activity_list/team_activity
id (attribute) Integer representing the team’s unique ID.
name (attribute) The display name of the support team. Note that this field contains the team name as it currently appears, which may not match the value at the time of the conference if the team name has been subsequently changed.
<logged_in_representatives> Contains a <representative> element for each representative in that team who was logged into the representative console before the first event in the report occurred. If no representatives were logged in at the start time, this element will be empty.
<events>

Contains an <event> element for each event that occurred within this team.

/team_activity_list/team_activity/logged_in_representatives/representative
gsnumber (attribute)

Uniquely identifies the representative in regards to his or her current connection to the Bomgar Appliance. A gsnumber is assigned on a per-connection basis, so if a representative leaves a session and then rejoins without logging out of the Bomgar Appliance, his or her gsnumber will remain the same.

However, if the representative’s connection is terminated for any reason, when that representative logs back into the Bomgar Appliance, he or she will be assigned a new gsnumber.

A gsnumber may be recycled, so while two people connected at the same time will never have the same gsnumber, one person may have a gsnumber that was assigned to another person in the past. Can be used to correlate a <representative> element with an event’s <performed_by> or <destination> element.

id (attribute) Unique ID assigned to the representative.
<display_name> This element is deprecated as of API version 1.10.0 but still exists for backwards compatibility. Its value is the same as that of <private_display_name>.
<public_display_name> The public display name assigned to the representative. Note that this field contains the public display name's value at the time of the conference, which may not match the current value if the public_display_name has subsequently been changed.
<private_display_name> The private display name assigned to the representative. Note that this field contains the private display name's value at the time of the conference, which may not match the current value if the private_display_name has subsequently been changed.
<public_ip> The representative’s public IP address.
<private_ip> The representative’s private IP address.
/team_activity_list/team_activity/events/event
timestamp (attribute) The system time at which the event occurred.
event_type (attribute)

The type of event which occurred. Event types include the following:

Chat Message Pinned Session Moved Away from Queue
Conference Member Added Pinned Session Moved to Queue
Conference Member Departed Pinned Session Password Modified
Conference Member State Changed Representative Monitoring Started
Conference Owner Changed Representative Monitoring Stopped
File Download Session Pinned to Queue
File Download Failed Session Transferred Away from Queue
File Upload Session Transferred to Queue
File Upload Failed Session Unpinned from Queue
Files Shared  
<performed_by> The entity that performed the action. Indicates the entity’s gsnumber and also its type, indicating whether this entity was the system or a representative.
<destinations> If this event was targeted to one or more specific representatives, it will contain one or more <destination> elements as described below.
<files> If this event involved the transferring of files, then this element will contain a <file> element for every file transferred.
<data> Contains an arbitrary number of <value name="_" value=" _" /> elements. The name and number of these elements varies based on the event_type. For example, when a representative logs into the representative console, a Conference Member Added event would contain <value> elements for the hostname, name, os, private_ip, public_ip, support_teams and user_id.
<body> The text of the chat message as displayed in the chat log area.
<encoded_body> Can be shown in place of the <body> element above. Contains the base64 (RFC 2045 section 6.8) encoded value of what would have been shown in the <body> element, and is shown ONLY if the <body> text contains characters that are invalid according to XML specification. These characters are typically the result of binary data being sent through chat messages.
/team_activity_list/team_activity/events/event/destinations/destination
gsnumber (attribute) Indicates the gsnumber of the entity to which the event was destined.
[value] The name of the entity to which the event was destined.
/team_activity_list/team_activity/events/event/files/file
name (attribute) The name of the transferred file.
size (attribute) An integer indicating the size of the transferred file.

Query Examples for SupportTeam

Activity started May 1 2014 to present https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&start_date=2014-05-01&duration=0
Activity started the month of May 2014 https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&start_date=2014-05-01&duration=31
Activity started 8:00 AM May 1 2014 to present https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&start_time=1398931200&duration=0
Activity started 8:00 AM May 1 2014 to 6:00 PM May 1 2014 https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&start_time=1398931200&duration=36000
Activity started May 1 2014 to present for a specific team https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&start_date=2014-05-01&duration=0&team_id=1
Activity ended May 1 2014 to present https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&end_date=2014-05-01&duration=0
Activity ended the month of May 2014 https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&end_date=2014-05-01&duration=31
Activity ended 8:00 AM May 1 2014 to present https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&end_time=1398931200&duration=0
Activity ended 8:00 AM May 1 2014 to 6:00 PM May 1 2014 https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&end_time=1398931200&duration=36000
Activity ended May 1 2014 to present for a specific team https://support.example.com/api/reporting?username=test&password=test&generate_report=SupportTeam&end_date=2014-05-01&duration=0&team_id=1