Get Customer Service Performance

资料正文

§1 Path: /customer_service/202407/performance

§2 Method: [GET]

§3 Function Description

Get the average customer service performance of a shop for a selected time period

§4 Common Parameters

For common parameters, refer to How to call TikTok Shop APIs - Common Parameters

Properties	Location	Type	Require	Sample	Properties description
shop_cipher	query	string	Y	GCP_XF90igAAAABh00qsWgtvOiGFNqyubMt3	Use this property to pass shop information in requesting the API. Failure in passing the correct value when requesting the API for cross-border shops will return incorrect response.
Get by API Get Authorization Shop
content-type	header	string	Y	application/json	Allowed type: application/json

§5 Request Query Parameters

Properties	Type	Require	Sample	Properties description
app_key	string	Y	38abcd	Every single app will have a unique key. Please use the specific key assigned to your app.
sign	string	Y	5361235029d141222525e303d742f9e38aea052d10896d3197ab9d6233730b8c	Signature generated by gen algorithm. When you send API requests to TTS, you must sign them so that TTS can identify the senders.
timestamp	int	Y	1623812664	Unix timestamp GMT (UTC+00:00). This timestamp is used across all API requests. Developers can use this convert to local time.
support_date_ge	string	Y	2024-07-01	The start date (YYYY-MM-DD) of the period for selecting chat support sessions to be included in the performance evaluation.
support_date_lt	string	Y	2024-07-08	The end date (YYYY-MM-DD) of the period for selecting chat support sessions to be included in the performance evaluation.

§6 Request Sample

Query

https://open-api.tiktokglobalshop.com/customer_service/202407/performance?app_key=123abc&sign=5361235029d141222525e303d742f9e38aea052d10896d3197ab9d6233730b8c&timestamp=1625484268&shop_cipher=ROW_RHkDDABBAAB8tKAVoAqsMTjsQZFLyNfY&support_date_ge=2024-07-01&support_date_lt=2024-07-08

§7 Response Parameters

Properties	Type	Sample	Properties description
code	int	0	The success or failure status code returned in API response.
message	string	Success	The success or failure messages returned in API response. Reasons of failure will be described in the message.
request_id	string	202203070749000101890810281E8C70B7	Request log
data	object		Specific return information
^performance	object		The customer service performance metrics for the shop based on chat support sessions within the selected evaluation period.
^^support_session_count	int	15	The total number of chat support sessions initiated by customers. A session starts when a customer first clicks an FAQ card or sends a message (text, image, video, emoji, product card, order card, etc.) in chat. The sessions which started in the specified time slot are included in calculation.
^^response_percentage	string	93.4	The percentage of chat support sessions of which the first response happens within 24 hours. The sessions which started in the specified time slot are included in calculation.

Automated responses such as FAQ cards are regarded as responses within 24 hours.
Sessions initiated during vacation mode are excluded from this calculation. | ^^satisfaction_percentage |string |95.2 |The percentage of chat support sessions rated 'Satisfied' (4 or 5 stars). The sessions of which the rating occurred in the specified time slot are included in the calculation; the sessions without rate are not included in the calculation. | ^^response_time_mins |string |3.4 |The average first response time in minutes for chat support sessions. The sessions which started in the specified time slot are included in calculation. | ^^conversion_rate |string |66.67 |The percentage of successfully converted customers based on the total number of potential customers. | ^^cs_guided_gmv |string |36500 |The revenue generated from orders placed by customers within 7 days of your response to their chat. | ^^currency |string |USD |Currency Type. Three-letter code, see Currency Codes. |

§8 Response Sample

{"code":0,"data":{"performance":{"support_session_count":15,"response_percentage":"93.4","satisfaction_percentage":"95.2","response_time_mins":"3.4","conversion_rate":"66.67","cs_guided_gmv":"36500","currency":"USD"}},"message":"Success","request_id":"202203070749000101890810281E8C70B7"}

§9 Error Code

For common error codes, refer to How to call TikTok Shop APIs - Common Error Code

Code	Message
45101001	Internal error. Please try again later or contact the technical support team for help.
36009003	Internal error. Please try again. If the issue persists after multiple attempts, please contact platform support.