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Analytics

Filter values

Get possible values to be used with a given filter attribute. Filter attributes are not metric or record specific, so one filter attribute can be used with multiple metrics/records. When a filter value is not relevant for a specific metric/record, it is simply ignored.

SecurityApiKeyAuth
Request
path Parameters
filterAttribute
required
string
query Parameters
pageKey
string

Base64 encoded form of pagination query parameters. Do not try to construct or change programmatically as the internal structure may change without notice.

pageLimit
integer <int32>

Maximum number of results per page. May be used in combination with pageKey to change the number of results in between page requests.

Responses
200

The possible filter values to be used when fetching metrics or records

400

Invalid value extracted from request context, Invalid value for: query parameter pageLimit, Invalid value for: query parameter pageKey

500

Internal Server Error

get/v1/analytics/filter/{filterAttribute}
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "value": "CALLBACK",
      • "label": "Callback"
      },
    • {
      • "value": "CONTACT_FORM",
      • "label": "Contact Form"
      }
    ]
}
Get Metric Data
Get data of a specific metric (aggregated)


SecurityApiKeyAuth 
Request 
Request Body schema: application/json
required
The available request filters and aggregations for fetching the metric data


aggregations
Array of strings
 
Array of objects (Filter) 
 
id
required
string
 
required
Interval (object) or Preset (object) (PeriodFilter) 
 
timezone
required
string
 
Responses 
200
The metric data


400
Invalid value extracted from request context, Invalid value for: body


500
Internal Server Error


post/v1/analytics/metrics
Request samples 
application/json
{
  • "id": "closed_conversations",
  • "periodFilter": {
    • "value": {
      • "_type": "PreviousWeek"
      },
    • "_type": "Preset"
    },
  • "filters": [
    • {
      • "attribute": "channel",
      • "values": [
        • "email"
        ]
      }
    ],
  • "aggregations": [
    • "Count"
    ],
  • "timezone": "Europe/Copenhagen"
}
Response samples 
application/json
{
  • "data": {
    • "id": "closed_conversations",
    • "aggregates": [
      • {
        • "value": 42,
        • "measure": "Count",
        • "_type": "LongAggregateValue"
        }
      ]
    }
}
Get Metric Records Data
Get data of specific metric records (unaggregated)


SecurityApiKeyAuth 
Request 
query Parameters
pageKey
string
Base64 encoded form of pagination query parameters. Do not try to construct or change programmatically as the internal structure may change without notice.


 
pageLimit
integer <int32> 
Maximum number of results per page. May be used in combination with pageKey to change the number of results in between page requests.


 
Request Body schema: application/json
required
The available request filters for fetching the metric records data


Array of objects (Filter) 
 
id
required
string
 
required
Interval (object) or Preset (object) (PeriodFilter) 
 
timezone
required
string
 
Responses 
200
The metric records data


400
Invalid value extracted from request context, Invalid value for: query parameter pageLimit, Invalid value for: query parameter pageKey, Invalid value for: body


500
Internal Server Error


post/v1/analytics/records
Request samples 
application/json
{
  • "id": "closed_conversations",
  • "periodFilter": {
    • "value": {
      • "_type": "PreviousWeek"
      },
    • "_type": "Preset"
    },
  • "filters": [
    • {
      • "attribute": "initial_direction",
      • "values": [
        • "INBOUND"
        ]
      }
    ],
  • "timezone": "Europe/Copenhagen"
}
Response samples 
application/json
{
  • "data": [
    • {
      • "primaryTimestampField": {
        • "name": "created_at",
        • "timestamp": "2023-04-21T10:23:14.293Z"
        },
      • "fields": [
        • {
          • "name": "csid",
          • "field": {
            • "value": 184472,
            • "_type": "LongField"
            }
          },
        • {
          • "name": "initial_direction",
          • "field": {
            • "value": "INBOUND",
            • "label": "Inbound",
            • "_type": "StringField"
            }
          },
        • {
          • "name": "initial_channel",
          • "field": {
            • "value": "PSTN_PHONE",
            • "label": "Phone",
            • "_type": "StringField"
            }
          },
        • {
          • "name": "contact_point",
          • "field": {
            • "value": "+4511223344",
            • "label": "+4511223344",
            • "_type": "StringField"
            }
          }
        ]
      },
    • {
      • "primaryTimestampField": {
        • "name": "created_at",
        • "timestamp": "2023-04-21T10:24:04.259Z"
        },
      • "fields": [
        • {
          • "name": "csid",
          • "field": {
            • "value": 184473,
            • "_type": "LongField"
            }
          },
        • {
          • "name": "initial_direction",
          • "field": {
            • "value": "INBOUND",
            • "label": "Inbound",
            • "_type": "StringField"
            }
          },
        • {
          • "name": "initial_channel",
          • "field": {
            • "value": "EMAIL",
            • "label": "Email",
            • "_type": "StringField"
            }
          },
        • {
          • "name": "contact_point",
          • "field": {
            • "value": "dixa@email.com",
            • "label": "dixa@email.com",
            • "_type": "StringField"
            }
          }
        ]
      }
    ]
}
Metric Description
This endpoint lists all available properties of a metric to use for querying its data


SecurityApiKeyAuth 
Request 
path Parameters
metricId
required
string
 
Responses 
200
The metric properties


400
Invalid value extracted from request context


500
Internal Server Error


get/v1/analytics/metrics/{metricId}
Request samples 
Response samples 
application/json
{
  • "data": {
    • "id": "csat",
    • "description": "(Number of satisfied customers (4 and 5)/ Number of survey responses) x 100 = % of satisfied customers",
    • "filters": [
      • {
        • "filterAttribute": "agent_id",
        • "description": "Used to filter by the agent_id"
        },
      • {
        • "filterAttribute": "queue_id",
        • "description": "Used to filter by the queue_id"
        },
      • {
        • "filterAttribute": "channel",
        • "description": "Used to filter by the channel"
        },
      • {
        • "filterAttribute": "initial_direction",
        • "description": "Used to filter by the initial_direction"
        },
      • {
        • "filterAttribute": "tag_id",
        • "description": "Used to filter by the tag_id"
        },
      • {
        • "filterAttribute": "contact_point",
        • "description": "Used to filter by the contact_point"
        }
      ],
    • "aggregations": [
      • {
        • "measure": "Percentage",
        • "description": "Calculated Percentage"
        }
      ],
    • "relatedRecordIds": [
      • "ratings"
      ]
    }
}
Metric Record Description
This endpoint lists all available properties of a record to use for querying its data


SecurityApiKeyAuth 
Request 
path Parameters
recordId
required
string
 
Responses 
200
The metric record properties


400
Invalid value extracted from request context


500
Internal Server Error


get/v1/analytics/records/{recordId}
Request samples 
Response samples 
application/json
{
  • "data": {
    • "id": "ratings",
    • "description": "Conversation Ratings",
    • "filters": [
      • {
        • "filterAttribute": "agent_id",
        • "description": "Used to filter by the agent_id"
        },
      • {
        • "filterAttribute": "queue_id",
        • "description": "Used to filter by the queue_id"
        },
      • {
        • "filterAttribute": "channel",
        • "description": "Used to filter by the channel"
        },
      • {
        • "filterAttribute": "initial_direction",
        • "description": "Used to filter by the initial_direction"
        },
      • {
        • "filterAttribute": "tag_id",
        • "description": "Used to filter by the tag_id"
        },
      • {
        • "filterAttribute": "contact_point",
        • "description": "Used to filter by the contact_point"
        }
      ],
    • "relatedMetricIds": [
      • "csat"
      ],
    • "fieldsMetadata": [
      • {
        • "field": "conversation_id",
        • "description": "Conversation ID",
        • "nullable": false
        },
      • {
        • "field": "agent_id",
        • "description": "The agent assigned to the conversation",
        • "nullable": true
        },
      • {
        • "field": "queue_id",
        • "description": "The queue which the conversation was part of when the conversation was offered",
        • "nullable": true
        }
      ]
    }
}
Metric Records Catalogue
This endpoint lists all available record IDs that can be used to fetch data in Get Metric Records Data


SecurityApiKeyAuth 
Request 
query Parameters
pageKey
string
Base64 encoded form of pagination query parameters. Do not try to construct or change programmatically as the internal structure may change without notice.


 
pageLimit
integer <int32> 
Maximum number of results per page. May be used in combination with pageKey to change the number of results in between page requests.


 
Responses 
200
The catalogue of metric records


400
Invalid value extracted from request context, Invalid value for: query parameter pageLimit, Invalid value for: query parameter pageKey


500
Internal Server Error


get/v1/analytics/records
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "id": "ratings",
      • "description": "Conversation Ratings",
      • "filters": [
        • {
          • "filterAttribute": "agent_id",
          • "description": "Used to filter by the agent_id"
          },
        • {
          • "filterAttribute": "queue_id",
          • "description": "Used to filter by the queue_id"
          },
        • {
          • "filterAttribute": "channel",
          • "description": "Used to filter by the channel"
          },
        • {
          • "filterAttribute": "initial_direction",
          • "description": "Used to filter by the initial_direction"
          },
        • {
          • "filterAttribute": "tag_id",
          • "description": "Used to filter by the tag_id"
          },
        • {
          • "filterAttribute": "contact_point",
          • "description": "Used to filter by the contact_point"
          }
        ],
      • "relatedMetricIds": [
        • "csat"
        ],
      • "fieldsMetadata": [
        • {
          • "field": "conversation_id",
          • "description": "Conversation ID",
          • "nullable": false
          },
        • {
          • "field": "agent_id",
          • "description": "The agent assigned to the conversation",
          • "nullable": true
          },
        • {
          • "field": "queue_id",
          • "description": "The queue which the conversation was part of when the conversation was offered",
          • "nullable": true
          }
        ]
      },
    • {
      • "id": "closed_conversations",
      • "description": "Closed conversation data",
      • "filters": [
        • {
          • "filterAttribute": "queue_id",
          • "description": "Used to filter by the queue_id"
          },
        • {
          • "filterAttribute": "channel",
          • "description": "Used to filter by the channel"
          },
        • {
          • "filterAttribute": "initial_direction",
          • "description": "Used to filter by the initial_direction"
          },
        • {
          • "filterAttribute": "tag_id",
          • "description": "Used to filter by the tag_id"
          },
        • {
          • "filterAttribute": "contact_point",
          • "description": "Used to filter by the contact_point"
          }
        ],
      • "relatedMetricIds": [
        • "closed_conversations"
        ],
      • "fieldsMetadata": [
        • {
          • "field": "closed_at",
          • "description": "Timestamp of when the conversation was closed",
          • "nullable": false
          },
        • {
          • "field": "conversation_id",
          • "description": "Conversation ID",
          • "nullable": false
          },
        • {
          • "field": "agent_id",
          • "description": "The agent closing the conversation",
          • "nullable": true
          },
        • {
          • "field": "queue_id",
          • "description": "The queue which the conversation was part of when the conversation was closed",
          • "nullable": true
          },
        • {
          • "field": "closed_by",
          • "description": "User closing the conversation (Agent, Enduser or Unknown)",
          • "nullable": false
          }
        ]
      }
    ]
}
Metrics Catalogue
This endpoint lists all available metric IDs that can be used to fetch data in Get Metric Data


SecurityApiKeyAuth 
Request 
query Parameters
pageKey
string
Base64 encoded form of pagination query parameters. Do not try to construct or change programmatically as the internal structure may change without notice.


 
pageLimit
integer <int32> 
Maximum number of results per page. May be used in combination with pageKey to change the number of results in between page requests.


 
Responses 
200
The catalogue of metrics


400
Invalid value extracted from request context, Invalid value for: query parameter pageLimit, Invalid value for: query parameter pageKey


500
Internal Server Error


get/v1/analytics/metrics
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "id": "csat",
      • "description": "(Number of satisfied customers (4 and 5)/ Number of survey responses) x 100 = % of satisfied customers",
      • "filters": [
        • {
          • "filterAttribute": "agent_id",
          • "description": "Used to filter by the agent_id"
          },
        • {
          • "filterAttribute": "queue_id",
          • "description": "Used to filter by the queue_id"
          },
        • {
          • "filterAttribute": "channel",
          • "description": "Used to filter by the channel"
          },
        • {
          • "filterAttribute": "initial_direction",
          • "description": "Used to filter by the initial_direction"
          },
        • {
          • "filterAttribute": "tag_id",
          • "description": "Used to filter by the tag_id"
          },
        • {
          • "filterAttribute": "contact_point",
          • "description": "Used to filter by the contact_point"
          }
        ],
      • "aggregations": [
        • {
          • "measure": "Percentage",
          • "description": "Calculated Percentage"
          }
        ],
      • "relatedRecordIds": [
        • "ratings"
        ]
      },
    • {
      • "id": "closed_conversations",
      • "description": "Closed conversation data",
      • "filters": [
        • {
          • "filterAttribute": "queue_id",
          • "description": "Used to filter by the queue_id"
          },
        • {
          • "filterAttribute": "channel",
          • "description": "Used to filter by the channel"
          },
        • {
          • "filterAttribute": "initial_direction",
          • "description": "Used to filter by the initial_direction"
          },
        • {
          • "filterAttribute": "tag_id",
          • "description": "Used to filter by the tag_id"
          },
        • {
          • "filterAttribute": "contact_point",
          • "description": "Used to filter by the contact_point"
          }
        ],
      • "aggregations": [
        • {
          • "measure": "Count",
          • "description": "Conversation closed count"
          }
        ],
      • "relatedRecordIds": [
        • "closed_conversations"
        ]
      }
    ]
}
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