Access Bambuser Analytic Data
As a client of Bambuser Video Consultation, you may want to integrate widget analytics data within your current analytic system. Bambuser provides you different ways to access and use the LiveShopping widget analytic data.
There are currently 4 ways to access the client-side analytic data:
1. Real-time widget events
If you use Google Tag Manager on the page where you have embedded the Calls Widget, you can access our tracking events in your Google Tag Manager.
The Calls Widget exposes our Tracking Events by default to the window.dataLayer.
This means that you can easily pick up variables and events in your own Google Tag Manager and forward to any other analytics engine or fire new tags based on our events.
It is also possible to manually track all events in your javascript integration layer. You can read more about that and see a full list of the events under Tracking Events.
2. Call stats API
Retrieve call stats for a certain time period
Data for accepted and/or missed calls that have happened during a selected period of time can be retrieved by calling one of the following endpoints:
It is possible to exclude accepted calls shorter than 20 seconds and missed calls where waiting time was below 5 seconds.
Retrieve call stats for a certain call
The repsponse for accepted calls (explained above) includes a callId for each call. This Call ID can be used to get more information regarding a certain call. This data can be retrieved by calling the below endpoint:
You can also store Call ID on your side by listening to the tracking events. See how to listen for tracking events here.
3. Call ended webhook
If you want to feed your own systems with call data you can use the ’Call Ended’ webhook for better insights.
The webhook includes data such as call start and end time, information regarding products that were presented and chat record.
You might want to log call data in your CRM system, log calls for commission purpose or use this as an additional layer to better measure the general statistics. Given the data provided, the webhook can be useful in many different ways.
Once a call ends, data about the call will be posted to the url you provide us. See the API Documentation for more information.
If you would like to retrieve this data, reach out to your point of contact at Bambuser for the url to be configured.
4. CSV export
You can manually export a .csv file with various statistics about accepted and missed calls from the stats section in the workspace
Descriptions of CSV metrics
| KPI | Option / Type | Description |
|---|---|---|
| status |
|
|
| is_test_call |
|
|
| call_id | ID | Every accepted call will get a unique call ID. |
| client_session_id | ID | ID that a shopper gets in their browser when they open our widget. This ID lasts until the customer close down their browser tab. |
| client_id | ID | An ID for each shopper. Will be the same if one shopper returns on the same device and browser until the _bamls_usid cookie expires (1 year). |
| agent_id | ID | An ID for each agent managing the calls. |
| agent_name | String | Name of the agent |
| tracking_tag | String | This can be enabled for you in the agent tool, in case you want to differentiate between agents that are using the agent tool on the same device with one login. Tracking_tag is usually some internal identifier that agents can add to identify themselves when they entered the call. |
| queue_id | ID | Id of a queue that shopper called in (only Drop-in calls) |
| queue_name | String | Name of a queue that shopper called in (only Drop-in calls) |
| entered_queue_time | Timestamp | The timestamp of when the shopper entered the queue (only Drop-in calls) |
| seconds_in_queue | Number | Number of seconds shopper waited in queue before:
|
| call_start_time | Timestamp | TImestamp of when the call started |
| call_end_time | Timestamp | TImestamp of when the call ended |
| call_duration_seconds | Number | Number of seconds for how long the call lasted |
| number_of_messages_by_agent | Number | Number of messages sent by agent |
| number_of_messages_by_client | Number | Number of messages send by shopper |
| call_type |
|
|
| waiting_room_id | ID | External Id of the booking if merchant provided use external ID in their booking integration. Otherwise just a Bambuser generated ID for the meeting (Only Booked meetings) |
| entered_waiting_room_time | Timestamp | Latest timestamp (up to beginning of the meeting) of when the shopper opened the booked meeting URL and started waiting for the agent. (Only Booked meetings) |
| seconds_in_waiting_room | Number | Number of seconds that shopper was waiting in the waiting room, before the call began (Only Booked meetings) |
| products_added_to_cart | List of SKUs | A product is counted as “Product added to cart” when agent adds a product to shopper cart within the call (Requires Cart Integration Setup) |
| checked_out_products | List of SKUs | A product is counted as “Checked out product” if that product is within the virtual cart when shopper has clicked “Checkout” button within the Bambuser virtual cart. (Requires Cart Integration Setup) |
| checked_out_value | Number | Total value of all products that were in the virtual cart when client clicked “Checkout” button within the call. (Requires Cart Integration Setup) |
| poll_rating | 0 to 10 | Explained below |
| poll_scale | 10 OR 2 |
|
| poll_free_text | String | Feedback that shopper submitted after the call ended. (Feature that can be enabled per workspace) |
| first_purchase_time | Timestamp | The timestamp for when we first received the purchase data (associated with this call) from merchant that was registered and pushed through the conversion tracker. |
| purchased_products | Number | All purchased SKUs separated by ";". |
| revenue_value | Number | The total value of the purchased products associated with this call, registered through the conversion tracker. |
| revenue_currency | Currency ISO4217 | The currency for the order and completed purchase (sent through conversion tracker) |
| number_of_purchases | Number | The number of times you as shopper went through the checkout flow and paid for something after you had a call (Up to 30 days after the call) Example: if shopper that just participated in the call buys 10 product today and 3 tomorrow, the number_of_purchases is 2. |
| order_ids | String | All order ids for purchase orders made in connection to the call separated by ";". |
| blocked_time | Timestamp | The timestamp for when a shopper has been blocked. |
| blocked_note | String | A note that an agent has written about the blocked call. |
| shopper_first_name | String | Shopper first name provided from booking, queue drop-off form, in-call form or merchant integration. |
| shopper_last_name | String | Shopper last name provided from booking, queue drop-off form, in-call form or merchant integration. |
| shopper_email | String | Shopper email provided from booking, queue drop-off form, in-call form or merchant integration. |
| shopper_phone | String | Shopper phone number provided from booking, queue drop-off form, in-call form or merchant integration. |
| shopper_message | String | A message left by the shopper with the reason for contact. |
| shopper_data | String | JSON encoded string with any extra shopper information not included in other shopper fields mentioned above, like "ip" field for IP-address used to initially access Bambuser. |
| tried_on_products | List of SKUs | A product is considered as tried on when a product is applied using Virtual try-on (Requires the feature to be enabled) |
| customer_tags | JSON Object | Tags provided to the calls widget using setTrackingTags |