Download Reports with SupportSessionListing

The SupportSessionListing query returns a list of session IDs, external keys, and availability of a recording for sessions which match given search parameters. 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

The reporting API is an authenticated API. For instructions on using authenticated APIs using OAuth, see Authenticate to the Remote Support API. The API account must have the permission Allow Access to Support Session Reports and Recordings.

Parameters for SupportSessionListing

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.

XML Response for SupportSessionListing Query

<session_summary_list> Contains a <session_summary> element for each session that matches the given criteria. If no sessions are returned, this element will contain no <session_summary> elements. If an error occurs during the search, it will contain an <error> element describing the problem.

Element Names and Attributes

/session_summary_list/session_summary
lsid (attribute) The session ID for the given support session.
<lseq>

An incrementing number used to represent support sessions in a non-string format.

Note: The LSEQ element is not guaranteed to be unique or strictly sequential.

has_recording (attribute) Integer (1 or 0) indicating if the given session has a session recording.
external_key (attribute) An arbitrary string that can link this session to an identifier on an external system, such as a help desk ticket ID. This can be input from within the representative console or defined programmatically. This element will be displayed only if an external key has been defined.

Query Examples for SupportSessionListing

Sessions started October 1 2016 to present
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&start_date=2016-10-01&duration=0
Sessions started the month of October 2016
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&start_date=2016-10-01&duration=31
Sessions started 8:00 AM October 1 2016 to present
  • https://support.example.com/api/reporting?generate_reportt=SupportSessionListing&start_time=1475308800&duration=0
Sessions started 8:00 AM October 1 2016 to 6:00 PM October 1 2016
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&start_time=1475308800&duration=36000
Sessions ended October 1 2016 to present
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&end_date=2016-10-01&duration=0
Sessions ended the month of October 2016
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&end_date=2016-10-01&duration=31
Sessions ended 8:00 AM October 1 2016 to present
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&end_time=1475308800&duration=0
Sessions ended 8:00 AM October 1 2016 to 6:00 PM October 1 2016
  • https://support.example.com/api/reporting?generate_report=SupportSessionListing&end_time=1475308800&duration=36000