Forum Discussion

sushantmahajan's avatar
sushantmahajan
Contributor
8 years ago

Need to fetch information about the first response time using rest API

Hi All,   I am currently evaluating how can lithium be a useful product in my usecase which is pertaining to customer support over social networks. I need the below information all by using Rest A...
sunny_mody's avatar
sunny_mody
Advisor
8 years ago

Hi sushantmahajan,

  1. The time for first response by an agent - Lithium is a collaboration kind of platform, I didn't come across anything like agents as in ticketing portals. But Lithium does have roles assigned to users which can be used to identify if the reply/solution is provided by an internal/reliable member of the community.
    Time difference isn't given directly but can be calculated using the response provided in REST API.
  2. The  current backlog that is to be responded to - here backlog can be considered as unanswered posts, which again you can find using REST API.
    https://community.lithium.com/t5/Developer-Documentation/bd-p/dev-doc-portal?section=commv1&leaf-id=Community.unanswered#Community.unanswered
  3. Information about the new posts that have arrived - What information are we looking out here specifically ? We can definitely get the latest posts in the community with REST API.
    https://community.lithium.com/t5/Developer-Documentation/bd-p/dev-doc-portal?section=commv1&leaf-id=Community.posts#Community.posts.recent

 

Thanks