Handling Pre-Session and Post-Session Data (Post-to-URL)
The Post to URL function is used in conjunction with CRM Integration APIs (particularly requestPINCode) to provide a complete set of integration tools for CRMs or other applications.
Post to URL allows you to host your own server script to handle the Rescue session data and to process them as you see fit. Some potential use examples include database importing and email notifications.
Post-to-URL Variables
The following data is saved before the technician starts a Rescue session:
| Session Data | Description |
|---|---|
| SessionID | Rescue Session ID |
| TechID | Technician ID |
| TechSSOID | Technician Single Sign-on ID (as defined on the Organization tab in the Administration Center) |
| TechName | Technician name (as defined on the Organization tab) |
| TechEmail | Technician email (as defined on the Organization tab) |
| TechDescr | Technician description (as defined on the Organization tab) |
| CField0 | Value returned for the Name field (as defined on the Global Settings tab in the Administration Center) |
| CField1 | Value returned for Custom field 1 (as defined on the Global Settings tab) |
| CField2 | Value returned for Custom field 2 (as defined on the Global Settings tab) |
| CField3 | Value returned for Custom field 3 (as defined on the Global Settings tab) |
| CField4 | Value returned for Custom field 4 (as defined on the Global Settings tab) |
| CField5 | Value returned for Custom field 5 (as defined on the Global Settings tab) |
| Tracking0 | Value returned for the Tracking field; typically used for mapping Rescue sessions to a CRM. If a customer can ask for assistance from multiple websites, the tracking0 field may contain, for example, the identifier of the website that the customer visited. |
| ChatLog | Transcript of all chat held since the previous post. |
| Notes | Notes saved by the technician. This is always empty at the beginning of the session. |
| WaitingTime | From the beginning of Waiting status until session start (Active status) in seconds |
| PickupTime | The exact time when the session entered Active status (UTC) |
| ClosingTime | The exact time when the session entered Closed or Timed Out status (UTC) |
| WorkTime | Actual Technician Console utilization time during the session (until the post) in seconds. This is always empty at the beginning of the session. |
| LastActionTime | The exact time of the last action taken by the technician in the Technician Console (UTC). This is always empty at the beginning of the session. |
| Transmitted | Amount of data transmitted during the session (until the post) in bytes. This is always empty at the beginning of the session. |
| Platform | The platform of the customer device |
The following data is saved at the end of a Rescue session in addition to the data that is saved at the beginning of the session:
| Session Data | Description |
|---|---|
| TSurvey0..9 | Value returned for Technician Survey Question 1 to 10 (as defined on the Settings tab). |
How it Works
- The Rescue technician starts a support session
- At the beginning and/or end of a session, the session data are transferred via HTTP Post or XML to the specified URL
- Your script processes the data as specified in your code
HTTP Post based
This method submits the URL with the POST variables on the end. This
is the same as submitting an HTML form. The variables use the same naming
convention as the XML format.
https://example.com/script.aspx]?SessionID=[...]&TechID=[...]&TechSSOID=[...]
&TechDescr=[...]&CField0=[...]&CField1=[...]&CField2=[...]&CField3=[...]&CField4=[...]
&CField5=[...]&Tracking0=[...]&ChatLog=[...]&Notes=[...]&WaitingTime=[...]
&PickupTime=[...]&ClosingTime=[...]&WorkTime=[...]&LastActionTime=[...]&Transmitted=[...]
&TSurvey0=[...]&TSurvey1=[...]&TSurvey2=[...]&TSurvey3=[...]&TSurvey4=[...]&TSurvey5=[...]
&TSurvey6=[...]&TSurvey7=[...]&TSurvey8=[...]&TSurvey9=[...]Note: The HTTP POST option is actual POST data. Using the GET method
will not work properly.