Get analytics catalog
curl --request GET \
--url https://app.sagepilot.ai/platform-api/v1/analytics/catalog \
--header 'Authorization: Bearer <token>'const options = {method: 'GET', headers: {Authorization: 'Bearer <token>'}};
fetch('https://app.sagepilot.ai/platform-api/v1/analytics/catalog', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));import requests
url = "https://app.sagepilot.ai/platform-api/v1/analytics/catalog"
headers = {"Authorization": "Bearer <token>"}
response = requests.get(url, headers=headers)
print(response.text){
"datasets": [
{
"name": "tickets",
"label": "Tickets",
"description": "Ticket lifecycle, ownership, and backlog analytics.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "open_ticket_count",
"label": "Open ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_handled_ticket_count",
"label": "AI handled ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_assigned_ticket_count",
"label": "Human assigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_involved_ticket_count",
"label": "Human involved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_resolved_ticket_count",
"label": "Human resolved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "unassigned_ticket_count",
"label": "Unassigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "escalated_ticket_count",
"label": "Escalated ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_deflection_rate",
"label": "AI deflection rate",
"description": "",
"kind": "ratio",
"type": null
}
],
"dimensions": [
{
"name": "status",
"label": "Status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "priority",
"label": "Priority",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sub_status",
"label": "Sub status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_id",
"label": "Channel ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_name",
"label": "Tag name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_icon",
"label": "Tag icon",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "open_age_bucket",
"label": "Open age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "closed_age_bucket",
"label": "Closed age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "custom_field_value",
"label": "Custom field value",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Ticket summary",
"description": "Workspace or filtered ticket summary totals.",
"measures": [
"ticket_count",
"open_ticket_count",
"closed_ticket_count",
"ai_handled_ticket_count",
"human_assigned_ticket_count",
"human_involved_ticket_count",
"human_resolved_ticket_count",
"unassigned_ticket_count",
"escalated_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": false,
"allowed_grains": []
},
{
"name": "timeseries",
"label": "Ticket trend",
"description": "Ticket trends over time.",
"measures": [
"ticket_count",
"open_ticket_count",
"ai_handled_ticket_count",
"human_involved_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "timeseries_by_channel",
"label": "Ticket trend by channel",
"description": "Ticket counts grouped by channel kind over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "tag_trend",
"label": "Tag trend",
"description": "Ticket counts grouped by tag over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"tag_name",
"tag_icon"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "priority_breakdown",
"label": "Priority breakdown",
"description": "Ticket count by priority.",
"measures": [
"ticket_count"
],
"dimensions": [
"priority"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "sub_status_breakdown",
"label": "Sub-status breakdown",
"description": "Ticket count by sub status.",
"measures": [
"ticket_count"
],
"dimensions": [
"sub_status"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_age_breakdown",
"label": "Open age breakdown",
"description": "Open ticket count bucketed by age.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_member_breakdown",
"label": "Open owner breakdown",
"description": "Open ticket count by age bucket and current assignee.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "closed_age_breakdown",
"label": "Closed age breakdown",
"description": "Closed ticket count bucketed by time to close.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "closed_member_breakdown",
"label": "Closed owner breakdown",
"description": "Closed ticket count by time-to-close bucket and final assignee.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "open_channel_breakdown",
"label": "Open channel breakdown",
"description": "Open ticket count by age bucket and channel.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"channel_kind",
"channel_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "custom_field_trend",
"label": "Custom field trend",
"description": "Ticket counts over time grouped by custom field value.",
"measures": [
"ticket_count"
],
"dimensions": [
"custom_field_value"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
}
]
},
{
"name": "messages",
"label": "Messages",
"description": "Inbound, AI, and human message activity analytics.",
"default_time_anchor": "message_created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"custom_fields"
],
"measures": [
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "conversation_count",
"label": "Conversation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "customer_message_count",
"label": "Customer message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_message_count",
"label": "AI message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_message_count",
"label": "Human message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "template_message_count",
"label": "Template message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_message_count",
"label": "Average message count",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_conversation_count",
"label": "Average conversation count",
"description": "",
"kind": "average",
"type": null
}
],
"dimensions": [
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_role",
"label": "Sender role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "hour_of_day",
"label": "Hour of day",
"description": "",
"kind": null,
"type": "integer"
},
{
"name": "day_of_week",
"label": "Day of week",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_id",
"label": "Sender agent ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_name",
"label": "Sender agent name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_avatar",
"label": "Sender agent avatar",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Message summary",
"description": "Message and conversation totals.",
"measures": [
"message_count",
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "message_breakdown",
"label": "Message breakdown trend",
"description": "Customer, AI, and human message trends over time.",
"measures": [
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "busiest_times",
"label": "Busiest times",
"description": "Conversation and message volume by weekday and hour.",
"measures": [
"conversation_count",
"message_count"
],
"dimensions": [
"day_of_week",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "agent_hourly_activity",
"label": "Agent hourly activity",
"description": "Human outbound and message activity by agent and hour.",
"measures": [
"conversation_count",
"human_message_count",
"template_message_count"
],
"dimensions": [
"sender_agent_id",
"sender_agent_name",
"sender_agent_avatar",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "hourly_averages",
"label": "Hourly averages",
"description": "Average conversation and message counts by hour.",
"measures": [
"average_conversation_count",
"average_message_count"
],
"dimensions": [
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
}
]
},
{
"name": "workforce_activity",
"label": "Workforce activity",
"description": "Assignee, response-time, and resolution analytics for AI and human handlers.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields",
"actor_ids",
"actor_types",
"first_response_target_seconds",
"resolution_target_seconds"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_count",
"label": "First response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_within_target_count",
"label": "First response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_count",
"label": "Resolution count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_within_target_count",
"label": "Resolution within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "duration_count",
"label": "Duration count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "median_first_response_seconds",
"label": "Median first response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_first_response_business_hours_seconds",
"label": "Median first response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_seconds",
"label": "Median response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_business_hours_seconds",
"label": "Median response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_seconds",
"label": "Median resolution seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_business_hours_seconds",
"label": "Median resolution BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "tickets_touched",
"label": "Tickets touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolved_of_touched",
"label": "Resolved of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflected_of_touched",
"label": "Deflected of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflection_rate",
"label": "Deflection rate",
"description": "",
"kind": "ratio",
"type": null
},
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "outbound_message_count",
"label": "Outbound message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "response_pair_count",
"label": "Response pair count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_response_minutes",
"label": "Average response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_response_business_hours_minutes",
"label": "Average response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_count",
"label": "Escalation response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_escalation_response_minutes",
"label": "Average escalation response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_escalation_response_business_hours_minutes",
"label": "Average escalation response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_within_target_count",
"label": "Escalation response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_escalation_count",
"label": "Close-from-escalation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_minutes",
"label": "Average close-from-escalation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_within_target_count",
"label": "Close-from-escalation within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_creation_count",
"label": "Close-from-creation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_minutes",
"label": "Average close-from-creation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_business_hours_count",
"label": "Close-from-escalation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_business_hours_minutes",
"label": "Average close-from-escalation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_creation_business_hours_count",
"label": "Close-from-creation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_business_hours_minutes",
"label": "Average close-from-creation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_response_count",
"label": "Inferred CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_average_score",
"label": "Inferred CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "survey_response_count",
"label": "Survey CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_average_score",
"label": "Survey CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_score_1_count",
"label": "Inferred score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_2_count",
"label": "Inferred score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_3_count",
"label": "Inferred score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_4_count",
"label": "Inferred score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_5_count",
"label": "Inferred score 5 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_1_count",
"label": "Survey score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_2_count",
"label": "Survey score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_3_count",
"label": "Survey score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_4_count",
"label": "Survey score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_5_count",
"label": "Survey score 5 count",
"description": "",
"kind": "count",
"type": null
}
],
"dimensions": [
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_type",
"label": "Actor type",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_id",
"label": "Actor ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_name",
"label": "Actor name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_avatar",
"label": "Actor avatar",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_metric",
"label": "Duration metric",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_bucket",
"label": "Duration bucket",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "issues_by_assignee_by_week",
"label": "Issues by assignee by week",
"description": "Weekly issue counts by current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"week"
]
},
{
"name": "issues_by_source_by_assignee",
"label": "Issues by source by assignee",
"description": "Issue counts by channel and current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind",
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_first_response_by_assignee",
"label": "Median first response by assignee",
"description": "Median first response time by current assignee.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_resolution_by_assignee",
"label": "Median resolution by assignee",
"description": "Median resolution time by current assignee.",
"measures": [
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "assignee_summary",
"label": "Assignee summary",
"description": "Issue counts and response/resolution medians by assignee.",
"measures": [
"ticket_count",
"closed_ticket_count",
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "org_daily_metrics",
"label": "Org daily metrics",
"description": "Daily response and resolution medians by handler role.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds"
],
"dimensions": [
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"day"
]
},
{
"name": "actor_performance",
"label": "Actor performance",
"description": "Touched-ticket, response, close, and CSAT measures grouped by actor over a reporting window.",
"measures": [
"tickets_touched",
"resolved_of_touched",
"deflected_of_touched",
"deflection_rate",
"message_count",
"outbound_message_count",
"response_pair_count",
"average_response_minutes",
"average_response_business_hours_minutes",
"escalation_response_count",
"average_escalation_response_minutes",
"average_escalation_response_business_hours_minutes",
"escalation_response_within_target_count",
"time_to_close_from_escalation_count",
"average_time_to_close_from_escalation_minutes",
"time_to_close_from_escalation_within_target_count",
"time_to_close_from_creation_count",
"average_time_to_close_from_creation_minutes",
"time_to_close_from_escalation_business_hours_count",
"average_time_to_close_from_escalation_business_hours_minutes",
"time_to_close_from_creation_business_hours_count",
"average_time_to_close_from_creation_business_hours_minutes",
"inferred_response_count",
"inferred_average_score",
"survey_response_count",
"survey_average_score",
"inferred_score_1_count",
"inferred_score_2_count",
"inferred_score_3_count",
"inferred_score_4_count",
"inferred_score_5_count",
"survey_score_1_count",
"survey_score_2_count",
"survey_score_3_count",
"survey_score_4_count",
"survey_score_5_count"
],
"dimensions": [
"actor_type",
"actor_id",
"actor_name",
"actor_avatar"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "duration_distribution_by_handler",
"label": "Duration distribution by handler",
"description": "First response and resolution duration buckets grouped by AI and human handlers.",
"measures": [
"duration_count"
],
"dimensions": [
"duration_metric",
"duration_bucket",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
}
]
}
],
"templates": [
{
"name": "dashboard.ticket_breakdown",
"dataset": "tickets",
"measures": [
"open_ticket_count",
"human_assigned_ticket_count",
"ai_handled_ticket_count",
"unassigned_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.conversation_trend",
"dataset": "tickets",
"measures": [
"ticket_count",
"open_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.message_breakdown",
"dataset": "messages",
"measures": [
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": []
}
]
}
Get analytics catalog
List available analytics datasets, metrics, dimensions, and filters.
GET
/
platform-api
/
v1
/
analytics
/
catalog
Get analytics catalog
curl --request GET \
--url https://app.sagepilot.ai/platform-api/v1/analytics/catalog \
--header 'Authorization: Bearer <token>'const options = {method: 'GET', headers: {Authorization: 'Bearer <token>'}};
fetch('https://app.sagepilot.ai/platform-api/v1/analytics/catalog', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));import requests
url = "https://app.sagepilot.ai/platform-api/v1/analytics/catalog"
headers = {"Authorization": "Bearer <token>"}
response = requests.get(url, headers=headers)
print(response.text){
"datasets": [
{
"name": "tickets",
"label": "Tickets",
"description": "Ticket lifecycle, ownership, and backlog analytics.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "open_ticket_count",
"label": "Open ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_handled_ticket_count",
"label": "AI handled ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_assigned_ticket_count",
"label": "Human assigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_involved_ticket_count",
"label": "Human involved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_resolved_ticket_count",
"label": "Human resolved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "unassigned_ticket_count",
"label": "Unassigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "escalated_ticket_count",
"label": "Escalated ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_deflection_rate",
"label": "AI deflection rate",
"description": "",
"kind": "ratio",
"type": null
}
],
"dimensions": [
{
"name": "status",
"label": "Status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "priority",
"label": "Priority",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sub_status",
"label": "Sub status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_id",
"label": "Channel ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_name",
"label": "Tag name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_icon",
"label": "Tag icon",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "open_age_bucket",
"label": "Open age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "closed_age_bucket",
"label": "Closed age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "custom_field_value",
"label": "Custom field value",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Ticket summary",
"description": "Workspace or filtered ticket summary totals.",
"measures": [
"ticket_count",
"open_ticket_count",
"closed_ticket_count",
"ai_handled_ticket_count",
"human_assigned_ticket_count",
"human_involved_ticket_count",
"human_resolved_ticket_count",
"unassigned_ticket_count",
"escalated_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": false,
"allowed_grains": []
},
{
"name": "timeseries",
"label": "Ticket trend",
"description": "Ticket trends over time.",
"measures": [
"ticket_count",
"open_ticket_count",
"ai_handled_ticket_count",
"human_involved_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "timeseries_by_channel",
"label": "Ticket trend by channel",
"description": "Ticket counts grouped by channel kind over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "tag_trend",
"label": "Tag trend",
"description": "Ticket counts grouped by tag over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"tag_name",
"tag_icon"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "priority_breakdown",
"label": "Priority breakdown",
"description": "Ticket count by priority.",
"measures": [
"ticket_count"
],
"dimensions": [
"priority"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "sub_status_breakdown",
"label": "Sub-status breakdown",
"description": "Ticket count by sub status.",
"measures": [
"ticket_count"
],
"dimensions": [
"sub_status"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_age_breakdown",
"label": "Open age breakdown",
"description": "Open ticket count bucketed by age.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_member_breakdown",
"label": "Open owner breakdown",
"description": "Open ticket count by age bucket and current assignee.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "closed_age_breakdown",
"label": "Closed age breakdown",
"description": "Closed ticket count bucketed by time to close.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "closed_member_breakdown",
"label": "Closed owner breakdown",
"description": "Closed ticket count by time-to-close bucket and final assignee.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "open_channel_breakdown",
"label": "Open channel breakdown",
"description": "Open ticket count by age bucket and channel.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"channel_kind",
"channel_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "custom_field_trend",
"label": "Custom field trend",
"description": "Ticket counts over time grouped by custom field value.",
"measures": [
"ticket_count"
],
"dimensions": [
"custom_field_value"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
}
]
},
{
"name": "messages",
"label": "Messages",
"description": "Inbound, AI, and human message activity analytics.",
"default_time_anchor": "message_created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"custom_fields"
],
"measures": [
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "conversation_count",
"label": "Conversation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "customer_message_count",
"label": "Customer message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_message_count",
"label": "AI message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_message_count",
"label": "Human message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "template_message_count",
"label": "Template message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_message_count",
"label": "Average message count",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_conversation_count",
"label": "Average conversation count",
"description": "",
"kind": "average",
"type": null
}
],
"dimensions": [
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_role",
"label": "Sender role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "hour_of_day",
"label": "Hour of day",
"description": "",
"kind": null,
"type": "integer"
},
{
"name": "day_of_week",
"label": "Day of week",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_id",
"label": "Sender agent ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_name",
"label": "Sender agent name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_avatar",
"label": "Sender agent avatar",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Message summary",
"description": "Message and conversation totals.",
"measures": [
"message_count",
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "message_breakdown",
"label": "Message breakdown trend",
"description": "Customer, AI, and human message trends over time.",
"measures": [
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "busiest_times",
"label": "Busiest times",
"description": "Conversation and message volume by weekday and hour.",
"measures": [
"conversation_count",
"message_count"
],
"dimensions": [
"day_of_week",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "agent_hourly_activity",
"label": "Agent hourly activity",
"description": "Human outbound and message activity by agent and hour.",
"measures": [
"conversation_count",
"human_message_count",
"template_message_count"
],
"dimensions": [
"sender_agent_id",
"sender_agent_name",
"sender_agent_avatar",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "hourly_averages",
"label": "Hourly averages",
"description": "Average conversation and message counts by hour.",
"measures": [
"average_conversation_count",
"average_message_count"
],
"dimensions": [
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
}
]
},
{
"name": "workforce_activity",
"label": "Workforce activity",
"description": "Assignee, response-time, and resolution analytics for AI and human handlers.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields",
"actor_ids",
"actor_types",
"first_response_target_seconds",
"resolution_target_seconds"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_count",
"label": "First response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_within_target_count",
"label": "First response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_count",
"label": "Resolution count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_within_target_count",
"label": "Resolution within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "duration_count",
"label": "Duration count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "median_first_response_seconds",
"label": "Median first response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_first_response_business_hours_seconds",
"label": "Median first response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_seconds",
"label": "Median response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_business_hours_seconds",
"label": "Median response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_seconds",
"label": "Median resolution seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_business_hours_seconds",
"label": "Median resolution BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "tickets_touched",
"label": "Tickets touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolved_of_touched",
"label": "Resolved of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflected_of_touched",
"label": "Deflected of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflection_rate",
"label": "Deflection rate",
"description": "",
"kind": "ratio",
"type": null
},
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "outbound_message_count",
"label": "Outbound message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "response_pair_count",
"label": "Response pair count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_response_minutes",
"label": "Average response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_response_business_hours_minutes",
"label": "Average response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_count",
"label": "Escalation response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_escalation_response_minutes",
"label": "Average escalation response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_escalation_response_business_hours_minutes",
"label": "Average escalation response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_within_target_count",
"label": "Escalation response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_escalation_count",
"label": "Close-from-escalation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_minutes",
"label": "Average close-from-escalation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_within_target_count",
"label": "Close-from-escalation within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_creation_count",
"label": "Close-from-creation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_minutes",
"label": "Average close-from-creation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_business_hours_count",
"label": "Close-from-escalation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_business_hours_minutes",
"label": "Average close-from-escalation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_creation_business_hours_count",
"label": "Close-from-creation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_business_hours_minutes",
"label": "Average close-from-creation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_response_count",
"label": "Inferred CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_average_score",
"label": "Inferred CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "survey_response_count",
"label": "Survey CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_average_score",
"label": "Survey CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_score_1_count",
"label": "Inferred score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_2_count",
"label": "Inferred score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_3_count",
"label": "Inferred score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_4_count",
"label": "Inferred score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_5_count",
"label": "Inferred score 5 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_1_count",
"label": "Survey score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_2_count",
"label": "Survey score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_3_count",
"label": "Survey score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_4_count",
"label": "Survey score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_5_count",
"label": "Survey score 5 count",
"description": "",
"kind": "count",
"type": null
}
],
"dimensions": [
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_type",
"label": "Actor type",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_id",
"label": "Actor ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_name",
"label": "Actor name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_avatar",
"label": "Actor avatar",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_metric",
"label": "Duration metric",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_bucket",
"label": "Duration bucket",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "issues_by_assignee_by_week",
"label": "Issues by assignee by week",
"description": "Weekly issue counts by current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"week"
]
},
{
"name": "issues_by_source_by_assignee",
"label": "Issues by source by assignee",
"description": "Issue counts by channel and current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind",
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_first_response_by_assignee",
"label": "Median first response by assignee",
"description": "Median first response time by current assignee.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_resolution_by_assignee",
"label": "Median resolution by assignee",
"description": "Median resolution time by current assignee.",
"measures": [
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "assignee_summary",
"label": "Assignee summary",
"description": "Issue counts and response/resolution medians by assignee.",
"measures": [
"ticket_count",
"closed_ticket_count",
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "org_daily_metrics",
"label": "Org daily metrics",
"description": "Daily response and resolution medians by handler role.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds"
],
"dimensions": [
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"day"
]
},
{
"name": "actor_performance",
"label": "Actor performance",
"description": "Touched-ticket, response, close, and CSAT measures grouped by actor over a reporting window.",
"measures": [
"tickets_touched",
"resolved_of_touched",
"deflected_of_touched",
"deflection_rate",
"message_count",
"outbound_message_count",
"response_pair_count",
"average_response_minutes",
"average_response_business_hours_minutes",
"escalation_response_count",
"average_escalation_response_minutes",
"average_escalation_response_business_hours_minutes",
"escalation_response_within_target_count",
"time_to_close_from_escalation_count",
"average_time_to_close_from_escalation_minutes",
"time_to_close_from_escalation_within_target_count",
"time_to_close_from_creation_count",
"average_time_to_close_from_creation_minutes",
"time_to_close_from_escalation_business_hours_count",
"average_time_to_close_from_escalation_business_hours_minutes",
"time_to_close_from_creation_business_hours_count",
"average_time_to_close_from_creation_business_hours_minutes",
"inferred_response_count",
"inferred_average_score",
"survey_response_count",
"survey_average_score",
"inferred_score_1_count",
"inferred_score_2_count",
"inferred_score_3_count",
"inferred_score_4_count",
"inferred_score_5_count",
"survey_score_1_count",
"survey_score_2_count",
"survey_score_3_count",
"survey_score_4_count",
"survey_score_5_count"
],
"dimensions": [
"actor_type",
"actor_id",
"actor_name",
"actor_avatar"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "duration_distribution_by_handler",
"label": "Duration distribution by handler",
"description": "First response and resolution duration buckets grouped by AI and human handlers.",
"measures": [
"duration_count"
],
"dimensions": [
"duration_metric",
"duration_bucket",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
}
]
}
],
"templates": [
{
"name": "dashboard.ticket_breakdown",
"dataset": "tickets",
"measures": [
"open_ticket_count",
"human_assigned_ticket_count",
"ai_handled_ticket_count",
"unassigned_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.conversation_trend",
"dataset": "tickets",
"measures": [
"ticket_count",
"open_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.message_breakdown",
"dataset": "messages",
"measures": [
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": []
}
]
}
{
"datasets": [
{
"name": "tickets",
"label": "Tickets",
"description": "Ticket lifecycle, ownership, and backlog analytics.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "open_ticket_count",
"label": "Open ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_handled_ticket_count",
"label": "AI handled ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_assigned_ticket_count",
"label": "Human assigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_involved_ticket_count",
"label": "Human involved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_resolved_ticket_count",
"label": "Human resolved ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "unassigned_ticket_count",
"label": "Unassigned ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "escalated_ticket_count",
"label": "Escalated ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_deflection_rate",
"label": "AI deflection rate",
"description": "",
"kind": "ratio",
"type": null
}
],
"dimensions": [
{
"name": "status",
"label": "Status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "priority",
"label": "Priority",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sub_status",
"label": "Sub status",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_id",
"label": "Channel ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_name",
"label": "Tag name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "tag_icon",
"label": "Tag icon",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "open_age_bucket",
"label": "Open age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "closed_age_bucket",
"label": "Closed age bucket",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "custom_field_value",
"label": "Custom field value",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Ticket summary",
"description": "Workspace or filtered ticket summary totals.",
"measures": [
"ticket_count",
"open_ticket_count",
"closed_ticket_count",
"ai_handled_ticket_count",
"human_assigned_ticket_count",
"human_involved_ticket_count",
"human_resolved_ticket_count",
"unassigned_ticket_count",
"escalated_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": false,
"allowed_grains": []
},
{
"name": "timeseries",
"label": "Ticket trend",
"description": "Ticket trends over time.",
"measures": [
"ticket_count",
"open_ticket_count",
"ai_handled_ticket_count",
"human_involved_ticket_count",
"ai_deflection_rate"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "timeseries_by_channel",
"label": "Ticket trend by channel",
"description": "Ticket counts grouped by channel kind over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "tag_trend",
"label": "Tag trend",
"description": "Ticket counts grouped by tag over time.",
"measures": [
"ticket_count"
],
"dimensions": [
"tag_name",
"tag_icon"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "priority_breakdown",
"label": "Priority breakdown",
"description": "Ticket count by priority.",
"measures": [
"ticket_count"
],
"dimensions": [
"priority"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "sub_status_breakdown",
"label": "Sub-status breakdown",
"description": "Ticket count by sub status.",
"measures": [
"ticket_count"
],
"dimensions": [
"sub_status"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_age_breakdown",
"label": "Open age breakdown",
"description": "Open ticket count bucketed by age.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "open_member_breakdown",
"label": "Open owner breakdown",
"description": "Open ticket count by age bucket and current assignee.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "closed_age_breakdown",
"label": "Closed age breakdown",
"description": "Closed ticket count bucketed by time to close.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "closed_member_breakdown",
"label": "Closed owner breakdown",
"description": "Closed ticket count by time-to-close bucket and final assignee.",
"measures": [
"closed_ticket_count"
],
"dimensions": [
"closed_age_bucket",
"current_assignee_role",
"current_assignee_id"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "open_channel_breakdown",
"label": "Open channel breakdown",
"description": "Open ticket count by age bucket and channel.",
"measures": [
"open_ticket_count"
],
"dimensions": [
"open_age_bucket",
"channel_kind",
"channel_id"
],
"requires_time": false,
"allowed_grains": []
},
{
"name": "custom_field_trend",
"label": "Custom field trend",
"description": "Ticket counts over time grouped by custom field value.",
"measures": [
"ticket_count"
],
"dimensions": [
"custom_field_value"
],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
}
]
},
{
"name": "messages",
"label": "Messages",
"description": "Inbound, AI, and human message activity analytics.",
"default_time_anchor": "message_created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"custom_fields"
],
"measures": [
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "conversation_count",
"label": "Conversation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "customer_message_count",
"label": "Customer message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "ai_message_count",
"label": "AI message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "human_message_count",
"label": "Human message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "template_message_count",
"label": "Template message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_message_count",
"label": "Average message count",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_conversation_count",
"label": "Average conversation count",
"description": "",
"kind": "average",
"type": null
}
],
"dimensions": [
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_role",
"label": "Sender role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "hour_of_day",
"label": "Hour of day",
"description": "",
"kind": null,
"type": "integer"
},
{
"name": "day_of_week",
"label": "Day of week",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_id",
"label": "Sender agent ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_name",
"label": "Sender agent name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "sender_agent_avatar",
"label": "Sender agent avatar",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "summary",
"label": "Message summary",
"description": "Message and conversation totals.",
"measures": [
"message_count",
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "message_breakdown",
"label": "Message breakdown trend",
"description": "Customer, AI, and human message trends over time.",
"measures": [
"conversation_count",
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": [],
"requires_time": true,
"allowed_grains": [
"day",
"week",
"month"
]
},
{
"name": "busiest_times",
"label": "Busiest times",
"description": "Conversation and message volume by weekday and hour.",
"measures": [
"conversation_count",
"message_count"
],
"dimensions": [
"day_of_week",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "agent_hourly_activity",
"label": "Agent hourly activity",
"description": "Human outbound and message activity by agent and hour.",
"measures": [
"conversation_count",
"human_message_count",
"template_message_count"
],
"dimensions": [
"sender_agent_id",
"sender_agent_name",
"sender_agent_avatar",
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "hourly_averages",
"label": "Hourly averages",
"description": "Average conversation and message counts by hour.",
"measures": [
"average_conversation_count",
"average_message_count"
],
"dimensions": [
"hour_of_day"
],
"requires_time": true,
"allowed_grains": []
}
]
},
{
"name": "workforce_activity",
"label": "Workforce activity",
"description": "Assignee, response-time, and resolution analytics for AI and human handlers.",
"default_time_anchor": "created_at",
"filter_fields": [
"channel_ids",
"channel_kinds",
"statuses",
"priorities",
"assignee_ids",
"assignee_types",
"team_ids",
"tag_ids",
"queue_statuses",
"unread",
"response_status",
"no_assignee",
"inferred_csat_scores",
"user_csat_scores",
"custom_fields",
"actor_ids",
"actor_types",
"first_response_target_seconds",
"resolution_target_seconds"
],
"measures": [
{
"name": "ticket_count",
"label": "Ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "closed_ticket_count",
"label": "Closed ticket count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_count",
"label": "First response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "first_response_within_target_count",
"label": "First response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_count",
"label": "Resolution count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolution_within_target_count",
"label": "Resolution within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "duration_count",
"label": "Duration count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "median_first_response_seconds",
"label": "Median first response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_first_response_business_hours_seconds",
"label": "Median first response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_seconds",
"label": "Median response seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_response_business_hours_seconds",
"label": "Median response BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_seconds",
"label": "Median resolution seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "median_resolution_business_hours_seconds",
"label": "Median resolution BH seconds",
"description": "",
"kind": "median",
"type": null
},
{
"name": "tickets_touched",
"label": "Tickets touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "resolved_of_touched",
"label": "Resolved of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflected_of_touched",
"label": "Deflected of touched",
"description": "",
"kind": "count",
"type": null
},
{
"name": "deflection_rate",
"label": "Deflection rate",
"description": "",
"kind": "ratio",
"type": null
},
{
"name": "message_count",
"label": "Message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "outbound_message_count",
"label": "Outbound message count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "response_pair_count",
"label": "Response pair count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_response_minutes",
"label": "Average response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_response_business_hours_minutes",
"label": "Average response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_count",
"label": "Escalation response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_escalation_response_minutes",
"label": "Average escalation response minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "average_escalation_response_business_hours_minutes",
"label": "Average escalation response BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "escalation_response_within_target_count",
"label": "Escalation response within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_escalation_count",
"label": "Close-from-escalation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_minutes",
"label": "Average close-from-escalation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_within_target_count",
"label": "Close-from-escalation within target",
"description": "",
"kind": "count",
"type": null
},
{
"name": "time_to_close_from_creation_count",
"label": "Close-from-creation count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_minutes",
"label": "Average close-from-creation minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_escalation_business_hours_count",
"label": "Close-from-escalation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_escalation_business_hours_minutes",
"label": "Average close-from-escalation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "time_to_close_from_creation_business_hours_count",
"label": "Close-from-creation BH count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "average_time_to_close_from_creation_business_hours_minutes",
"label": "Average close-from-creation BH minutes",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_response_count",
"label": "Inferred CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_average_score",
"label": "Inferred CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "survey_response_count",
"label": "Survey CSAT response count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_average_score",
"label": "Survey CSAT average score",
"description": "",
"kind": "average",
"type": null
},
{
"name": "inferred_score_1_count",
"label": "Inferred score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_2_count",
"label": "Inferred score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_3_count",
"label": "Inferred score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_4_count",
"label": "Inferred score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "inferred_score_5_count",
"label": "Inferred score 5 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_1_count",
"label": "Survey score 1 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_2_count",
"label": "Survey score 2 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_3_count",
"label": "Survey score 3 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_4_count",
"label": "Survey score 4 count",
"description": "",
"kind": "count",
"type": null
},
{
"name": "survey_score_5_count",
"label": "Survey score 5 count",
"description": "",
"kind": "count",
"type": null
}
],
"dimensions": [
{
"name": "current_assignee_id",
"label": "Current assignee ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "current_assignee_role",
"label": "Current assignee role",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "channel_kind",
"label": "Channel kind",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_type",
"label": "Actor type",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_id",
"label": "Actor ID",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_name",
"label": "Actor name",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "actor_avatar",
"label": "Actor avatar",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_metric",
"label": "Duration metric",
"description": "",
"kind": null,
"type": "string"
},
{
"name": "duration_bucket",
"label": "Duration bucket",
"description": "",
"kind": null,
"type": "string"
}
],
"query_shapes": [
{
"name": "issues_by_assignee_by_week",
"label": "Issues by assignee by week",
"description": "Weekly issue counts by current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"week"
]
},
{
"name": "issues_by_source_by_assignee",
"label": "Issues by source by assignee",
"description": "Issue counts by channel and current assignee.",
"measures": [
"ticket_count"
],
"dimensions": [
"channel_kind",
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_first_response_by_assignee",
"label": "Median first response by assignee",
"description": "Median first response time by current assignee.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "median_resolution_by_assignee",
"label": "Median resolution by assignee",
"description": "Median resolution time by current assignee.",
"measures": [
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "assignee_summary",
"label": "Assignee summary",
"description": "Issue counts and response/resolution medians by assignee.",
"measures": [
"ticket_count",
"closed_ticket_count",
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds",
"median_resolution_business_hours_seconds"
],
"dimensions": [
"current_assignee_id",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "org_daily_metrics",
"label": "Org daily metrics",
"description": "Daily response and resolution medians by handler role.",
"measures": [
"median_first_response_seconds",
"median_first_response_business_hours_seconds",
"median_response_seconds",
"median_response_business_hours_seconds",
"median_resolution_seconds"
],
"dimensions": [
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": [
"day"
]
},
{
"name": "actor_performance",
"label": "Actor performance",
"description": "Touched-ticket, response, close, and CSAT measures grouped by actor over a reporting window.",
"measures": [
"tickets_touched",
"resolved_of_touched",
"deflected_of_touched",
"deflection_rate",
"message_count",
"outbound_message_count",
"response_pair_count",
"average_response_minutes",
"average_response_business_hours_minutes",
"escalation_response_count",
"average_escalation_response_minutes",
"average_escalation_response_business_hours_minutes",
"escalation_response_within_target_count",
"time_to_close_from_escalation_count",
"average_time_to_close_from_escalation_minutes",
"time_to_close_from_escalation_within_target_count",
"time_to_close_from_creation_count",
"average_time_to_close_from_creation_minutes",
"time_to_close_from_escalation_business_hours_count",
"average_time_to_close_from_escalation_business_hours_minutes",
"time_to_close_from_creation_business_hours_count",
"average_time_to_close_from_creation_business_hours_minutes",
"inferred_response_count",
"inferred_average_score",
"survey_response_count",
"survey_average_score",
"inferred_score_1_count",
"inferred_score_2_count",
"inferred_score_3_count",
"inferred_score_4_count",
"inferred_score_5_count",
"survey_score_1_count",
"survey_score_2_count",
"survey_score_3_count",
"survey_score_4_count",
"survey_score_5_count"
],
"dimensions": [
"actor_type",
"actor_id",
"actor_name",
"actor_avatar"
],
"requires_time": true,
"allowed_grains": []
},
{
"name": "duration_distribution_by_handler",
"label": "Duration distribution by handler",
"description": "First response and resolution duration buckets grouped by AI and human handlers.",
"measures": [
"duration_count"
],
"dimensions": [
"duration_metric",
"duration_bucket",
"current_assignee_role"
],
"requires_time": true,
"allowed_grains": []
}
]
}
],
"templates": [
{
"name": "dashboard.ticket_breakdown",
"dataset": "tickets",
"measures": [
"open_ticket_count",
"human_assigned_ticket_count",
"ai_handled_ticket_count",
"unassigned_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.conversation_trend",
"dataset": "tickets",
"measures": [
"ticket_count",
"open_ticket_count"
],
"dimensions": []
},
{
"name": "dashboard.message_breakdown",
"dataset": "messages",
"measures": [
"customer_message_count",
"ai_message_count",
"human_message_count"
],
"dimensions": []
}
]
}
Required access
| Authentication | Scope | Dataset grant |
|---|---|---|
| API client v2 | analytics.query | Any analytics dataset you want returned in the catalog, such as tickets, messages, outbound_messages, marketing_attribution, csat, or workforce_activity. |
Journey and campaign reporting
| Dataset | What to discover |
|---|---|
marketing_attribution | attribution_revenue, estimated_roas, and existing attribution_cost, grouped by time bucket and entity. |
outbound_messages | Delivery measures grouped by template_category, optionally with campaign or journey ID. |
filter_fields, measures, dimensions and supported query_shapes. The shape’s dimension order matters. For template-category delivery, time_bucket is returned automatically and must not be added to the request dimension list.
Start with journey and campaign analytics for working request examples and metric definitions, then use Find entity IDs to resolve names.
Notes
- This endpoint uses API client v2 credentials. See API client v2.