Analytics

Dashboard analytics and reporting

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• POST Export analytics data as CSV, JSON or PDF — Creates an organization analytics export for selected metric sections.
• GET Get AI metrics including handled count and handoff rate — Returns AI support performance for the selected date range. By default the route uses the last 30 days.
• GET Get analytics overview with key metrics — Returns the top-level analytics overview for the selected range, including total conversations, active conversations, average response time, and CSAT score…
• GET Get approximate visitor locations within a country — Returns aggregate, approximate city-level locations for visitors in one country during the selected analytics period.
• GET Get average CSAT rating bucketed by conversation first-response-time — Returns average CSAT ratings grouped by first-response-time buckets for rated conversations in the selected range.
• GET Get average first-response-time and SLA-breach rate — Calculates the time from the first visitor message to the first operator reply for conversations in the selected range. The default range is 30 days.
• GET Get average response time per day — Returns the average first-response time per day for the selected date range.
• GET Get conversation count and average CSAT score by tag — Returns conversation totals per tag together with the average CSAT rating for tagged conversations in the selected range. The default range is 30 days.
• GET Get conversation count and resolution rate by priority — Shows how conversation volume and close rate are distributed across priorities for the selected date range. The default range is 30 days.
• GET Get conversation count breakdown by channel — Returns how many conversations came from each channel during the selected date range. The default range is 30 days.
• GET Get conversation sentiment trends — Returns the latest successful unified AI analysis for each conversation in the selected period.
• GET Get conversation volume by day-of-week × hour-of-day — Groups conversations into a 7×24 grid (day-of-week × hour) so workforce planners can schedule shifts to match demand. The default range is 30 days.
• GET Get conversation volume by hour-of-day — Groups conversations by the hour they were created so teams can see when traffic is highest. The default range is 30 days.
• GET Get conversations by hour of day — Groups conversation starts by hour of day for the selected time window. When range is omitted, the route uses the last 30d and returns hour labels like 09:00.
• GET Get CSAT response rate by channel — Returns the CSAT response rate for each conversation channel in the selected date range.
• GET Get daily AI deflection rate trend — Returns one row per day showing how many AI-handled conversations were fully resolved by AI compared with all AI-touched conversations in the selected range.
• GET Get daily conversation and resolution counts — Returns daily conversation totals for the selected range together with how many of those conversations are resolved. The result is grouped by UTC date.
• GET Get daily conversation volume — Returns daily conversation counts for the selected date range.
• GET Get daily SLA breach trend with per-metric and per-policy breakdown — Returns SLA breach totals for the selected date range together with a daily trend, per-metric counts, and per-policy totals.
• GET Get distribution spread of active conversations per operator — Summarizes how active open and pending conversations are distributed across assigned operators in the selected range. The default range is 30 days.
• GET Get offline/after-hours message funnel and conversion rate — Measures conversations created outside business hours, defined here as 09:00 through 16:59 server time. The default range is 30 days.
• GET Get operator performance for dashboard — Returns a dashboard-ready list of operator performance metrics for the selected time window. When range is omitted, the route uses the last 30d.
• GET Get operator performance metrics — Lists operator performance for the selected date range, including conversations handled and average first-response time.
• GET Get plan usage including conversations, operators, and AI credits — Returns plan-usage counters for the current organization, including operator seats, conversation usage, and AI credits compared with the active plan limits.
• GET Get realtime queue depth and average wait time for unassigned conversations — Returns a live queue snapshot for open or pending conversations that are still unassigned.
• GET Get realtime visitor analytics snapshot — Returns a live dashboard snapshot covering visitors active in the last 5 minutes, open or pending conversations, operators marked online, and the most common…
• GET Get SLA adherence metrics with per-operator bottleneck breakdown — Returns SLA breach counts, adherence metrics, and per-operator bottleneck analysis for the selected project scope.
• GET Get the abandoned conversation rate — Returns the share of conversations in the selected range that were abandoned.
• GET Get the analytics dashboard summary — Returns the main analytics datasets for the selected date range in one response: conversation volume, response-time trends, operator performance, visitor…
• GET Get top visitor sources and referrers — Returns the top visitor referrers for the selected date range. Direct traffic is grouped under Direct, and the response is limited to the top 10 sources.
• GET Get visitor analytics with new vs returning breakdown — Returns visitor acquisition and browsing metrics for the selected range, which defaults to the last 30 days.
• GET Get visitor sources by UTM parameters — Returns UTM source, medium, and campaign breakdowns for the selected date range.
• GET Live team workload and capacity — Returns live workload and capacity for operators in the current organization.
• GET Poll the status of an async analytics PDF export — Polls one asynchronous analytics PDF export. A running export returns 202; a completed export returns the PDF attachment with 200; an unknown export returns…