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. |
Notes
- This endpoint uses API client v2 credentials. See API client v2.
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