> For the complete documentation index, see [llms.txt](https://learn.islash.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.islash.io/privacy/introduction-2025-updates/islash-api-data-and-description-2025-updates.md).

# iSlash API Data And Description \[2025 Updates]

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## Chat History Report

<table><thead><tr><th width="191">Table</th><th width="308">Description</th><th>Remarks</th></tr></thead><tbody><tr><td><strong>ID</strong></td><td>System ID</td><td>-</td></tr><tr><td><strong>Channel</strong></td><td>Channel Name</td><td>WhatsApp, Messenger, Instagram, WeChat</td></tr><tr><td><strong>Contact Name</strong></td><td>Customer Display Name</td><td>-</td></tr><tr><td><strong>Contact Number</strong></td><td>Customer Phone Number</td><td>Can be the ID of Channels if no phone number is provided</td></tr><tr><td><strong>User</strong></td><td>Chatroom Assigned Agents'</td><td>-</td></tr><tr><td><strong>Direction</strong></td><td>Message Direction</td><td>Inbound/System/Outbound</td></tr><tr><td><strong>Status</strong></td><td>Message Status</td><td>Read/Received</td></tr><tr><td><strong>Body</strong></td><td>Message Content</td><td>-</td></tr><tr><td><strong>Media</strong></td><td>Message Media Reference</td><td>-</td></tr><tr><td><strong>Message At</strong></td><td>The Related Message Timestamp</td><td>Format: 2024-06-08<br>10:01:53</td></tr><tr><td><strong>Sent At</strong></td><td>For Chatbot Auto Message</td><td>-</td></tr><tr><td><strong>Delivered At</strong></td><td>For Chatbot Auto Message</td><td>-</td></tr><tr><td><strong>Read At</strong></td><td>Agent Read Message Timestamp</td><td>-</td></tr><tr><td><strong>Read By</strong></td><td>Read By Agents</td><td>-</td></tr><tr><td><strong>Template Message</strong></td><td>Message Type of WhatsApp Message Templates</td><td>Yes/No</td></tr><tr><td><strong>Auto Message</strong></td><td>Message Sent by Chatbot</td><td>-</td></tr></tbody></table>

## Engagement Report

<table><thead><tr><th width="207">Table</th><th width="286">Description</th><th>Remarks</th></tr></thead><tbody><tr><td><strong>Staff Name</strong></td><td>Agent's Name</td><td>-</td></tr><tr><td><strong>Staff Email</strong></td><td>Agent's Email</td><td>-</td></tr><tr><td><strong>Date</strong></td><td>Report Date</td><td>It can be multiple, depends on the report range</td></tr><tr><td><strong>Total</strong> <br><strong>-</strong> Inbound<br>- Outbound<br>- Engagement<br>- Engagement Rate</td><td><p><strong>Inbound:</strong> Not counting total message.<br>Eg: Customer send <strong>2 messages</strong> at 9.01 and 9.12 > count <strong>1 message</strong><br><br><strong>Outbound:</strong> Agent reply to at least one customer message > count <strong>1 message</strong></p><p></p><p><strong>Engagement:</strong> The count if the pair inbound and outbound occur daily.<br><br><strong>Engagement Rate:</strong> The rate at which the pair of inbound and outbound occurrences happens.</p></td><td>-</td></tr><tr><td><strong>Total (Unique Chat)</strong><br><strong>-</strong> Inbound<br>- Outbound<br>- Engagement<br>- Engagement Rate</td><td><p><strong>Inbound:</strong> Total touch agent by phone number.<br><br><strong>Outbound:</strong> Total number of tickets handled under a phone number.</p><p></p><p><strong>Engagement:</strong> The count if the pair of inbound and outbound occurrences happen within a specified date range.<br><br><strong>Engagement Rate:</strong> The rate at which the pair of inbound and outbound occurrences happens.</p></td><td><strong>Engagement:</strong> In a given date range, if a customer interacts multiple times with the agent in the chatroom, count it as one engagement.<br><br><strong>An "Engagement" is defined as:</strong> The customer contacting and interacting with the agent, and the agent responding back to the customer.<br></td></tr></tbody></table>

## Account Report

<table><thead><tr><th width="177">Table</th><th>Description</th><th>Example</th></tr></thead><tbody><tr><td><strong>Total Handle Customer</strong></td><td>Total number of customers who have responded to messages.</td><td></td></tr><tr><td><strong>Total Assigned To</strong></td><td>The count of assignments between agents</td><td><strong>Agent A:</strong><br>Assign Chat to Agent B and Agent C<br><br><strong>Result:</strong><br>Agent A (2)</td></tr><tr><td><strong>Total Assigned Case</strong></td><td>The number of users assigned, excluding those assigned by system</td><td>Not included in the number uploaded by excel import.<br><br>Agent A/User ><br>Assign to <strong>Agent B</strong><br>Agent C/User > Assign to <strong>Agent B</strong><br><br><strong>Result:</strong><br>Agent B (2)</td></tr><tr><td><strong>Total Close Case</strong></td><td>Number of Close Cases</td><td>A chatroom can have multiple cases.<br><br><em><strong>0900</strong></em> Case Open > Chat Message > <em><strong>1000</strong></em> Case Closed<br>&#x26;<br><em><strong>1300</strong></em> Case Open > Chat Message > <em><strong>1600</strong></em> Case Closed<br><br><strong>Result:</strong> 2 Close Case</td></tr><tr><td><strong>Average Response Time</strong></td><td>Reply Message + Average Time of Assigned To Agent<br>(In Ticket Open Status)</td><td><p><strong>Chat 1:</strong><br>0900 [Customer] <em><strong>"Hi"</strong></em><br>0910 [CS] <em><strong>"How may I assist you today?"</strong></em></p><p></p><p><strong>Chat 2:</strong></p><p>0900 [Customer] <em><strong>"Hi, I would like to request a refund"</strong></em></p><p>0905 [CS] - <em><strong>Assign to After-Sales Service</strong></em><br><br><strong>Time Calculation:</strong><br>(10min + 5min) /2<br><br><em>**Calculate in Seconds</em></p></td></tr><tr><td><strong>Average Handle Time</strong></td><td>Average Response Time<br>(In Ticket Open Status)</td><td><p><strong>Situation 1:</strong><br><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span>Customers send messages in<br><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span>: <strong>Hi there</strong> <em>(0900)</em><br><span data-gb-custom-inline data-tag="emoji" data-code="1f467">👧</span>: <em><strong>Hi How may I assist you?</strong> (0910)</em><br><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span>: <strong>I would like to inquire about the discounts are available now.</strong> <em>(0911)</em><br><span data-gb-custom-inline data-tag="emoji" data-code="1f467">👧</span>: <em><strong>Sure, Here you go.</strong></em> (0912)</p><p></p><p><strong>Calculation:</strong></p><p>[(0910-0900) + {0912-0911)] /2<br>---------------------------------------</p><p><strong>Situation 2:</strong><br><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span>Customers send messages continuously</p><p><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span> <strong>Hi there</strong> <em>(0900)</em></p><p><span data-gb-custom-inline data-tag="emoji" data-code="1f466">👦</span> <strong>I would like to inquire about the discounts are available now.</strong> <em>(0911)</em><br><span data-gb-custom-inline data-tag="emoji" data-code="1f467">👧</span><em><strong>Hi How may I assist you?</strong> (0912)</em></p><p></p><p><strong>Calculation:</strong></p><p>[(0912-0900) + (0912-0911)] /2</p><p></p><p><em>**Calculate in Seconds</em></p></td></tr><tr><td>Average Close Time</td><td>Calculate the average time from opening to closing for a case.</td><td><p><em><strong>0900</strong></em> Case Open > Chat Message > <em><strong>1000</strong></em> Case Closed<br>&#x26;<br><em><strong>1300</strong></em> Case Open > Chat Message > <em><strong>1600</strong></em> Case Closed</p><p></p><p><strong>Calculation:</strong></p><p>[(1000-0900) + (1600-1300)] /2</p><p><br><em>**Calculate in Seconds</em></p></td></tr></tbody></table>