Analytics

Query ticket volume, SLA performance, agent productivity, and player satisfaction data. All analytics endpoints return time-series or aggregated data scoped to a workspace and a date range. Combine startDate and endDate with the optional granularity parameter to control bucketing — choose day, week, or month depending on the time window you are visualising.

Note:All analytics endpoints require the Analytics:Read scope. Dates must be supplied in ISO 8601 format (YYYY-MM-DD). Responses are not paginated — for very large date ranges, narrow the window or increase the granularity.

Overview Metrics

The overview endpoint returns high-level aggregated metrics for a workspace over a given period. Use this to populate executive dashboards or generate weekly/monthly roll-up reports.

GET/v1/analytics/overview🔒 Auth required

Returns aggregate workspace metrics for the specified date range, including ticket volume, resolution rate, average resolution time, SLA breach count, satisfaction score, and AI assist rate.

Query Parameters
ParameterTypeRequiredDescription
workspaceIdstringRequiredThe workspace to query. Must match the workspace associated with the authenticated API key.
startDatestring (ISO 8601)RequiredInclusive start of the reporting period. Format: YYYY-MM-DD.
endDatestring (ISO 8601)RequiredInclusive end of the reporting period. Format: YYYY-MM-DD.
granularity"day" | "week" | "month"OptionalTime-bucket size for any embedded series data. Defaults to "day".
Response
200
json
1{
2  "period": {
3    "start": "2026-06-01",
4    "end": "2026-06-15"
5  },
6  "ticketsCreated": 842,
7  "ticketsResolved": 793,
8  "avgResolutionHours": 3.4,
9  "slaBreaches": 12,
10  "satisfactionScore": 4.7,
11  "aiAssistRate": 0.72
12}

Ticket Volume Time-Series

Retrieve ticket counts bucketed by granularity for the requested period. The optional groupBy dimension adds per-group breakdowns to each time bucket, enabling stacked-bar or multi-line charts segmented by status, priority, category, source channel, or assigned agent.

GET/v1/analytics/tickets🔒 Auth required

Returns a time-series array of ticket counts for the given period. Each element in the series array represents one time bucket at the chosen granularity.

Query Parameters
ParameterTypeRequiredDescription
workspaceIdstringRequiredThe workspace to query.
startDatestring (ISO 8601)RequiredInclusive start of the reporting period. Format: YYYY-MM-DD.
endDatestring (ISO 8601)RequiredInclusive end of the reporting period. Format: YYYY-MM-DD.
granularity"day" | "week" | "month"OptionalControls the width of each time bucket in the returned series. Defaults to "day".
groupBy"status" | "priority" | "category" | "source" | "agent"OptionalWhen provided, each series bucket includes a breakdown keyed by the chosen dimension.
Response
200
json
1{
2  "series": [
3    {
4      "date": "2026-06-01",
5      "open": 45,
6      "resolved": 38,
7      "closed": 12
8    }
9  ]
10}

Agent Performance Metrics

Query per-agent performance data including ticket throughput, average first-response time, average resolution time, and aggregated satisfaction ratings. Use these metrics to identify top performers, spot coaching opportunities, and calculate workload distribution across your support team.

GET/v1/analytics/agents🔒 Auth required

Returns a list of agents in the workspace with their performance metrics for the specified date range. Only agents who handled at least one ticket in the period are included.

Query Parameters
ParameterTypeRequiredDescription
workspaceIdstringRequiredThe workspace to query.
startDatestring (ISO 8601)RequiredInclusive start of the reporting period. Format: YYYY-MM-DD.
endDatestring (ISO 8601)RequiredInclusive end of the reporting period. Format: YYYY-MM-DD.
Response
200
json
1{
2  "agents": [
3    {
4      "agentId": "usr_xxxx",
5      "displayName": "Alice",
6      "ticketsHandled": 142,
7      "avgResponseMinutes": 18,
8      "avgResolutionHours": 2.8,
9      "satisfactionAvg": 4.9
10    }
11  ]
12}

SLA Performance Report

Retrieve SLA compliance data for the workspace. The response surfaces the total breach count, an overall breach rate, and a per-priority breakdown so you can identify which ticket tiers are missing their targets. Optionally filter results to a single SLA policy with the policyId parameter.

GET/v1/analytics/sla🔒 Auth required

Returns SLA compliance metrics for the specified period. breachRate is expressed as a decimal (0.014 = 1.4%). The byPriority object contains slaRate (1 − breachRate) for each priority tier that has an active SLA target.

Query Parameters
ParameterTypeRequiredDescription
workspaceIdstringRequiredThe workspace to query.
startDatestring (ISO 8601)RequiredInclusive start of the reporting period. Format: YYYY-MM-DD.
endDatestring (ISO 8601)RequiredInclusive end of the reporting period. Format: YYYY-MM-DD.
policyIdstringOptionalFilter results to a specific SLA policy. Omit to aggregate across all active policies.
Response
200
json
1{
2  "breaches": 12,
3  "breachRate": 0.014,
4  "byPriority": {
5    "urgent": {
6      "slaRate": 0.94
7    },
8    "high": {
9      "slaRate": 0.97
10    }
11  }
12}
Last updated: June 15, 2026Edit this page
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