Analytics
Analytics
Read the same insights as the dashboard: overview, agent performance, calls, WhatsApp, credit usage and AI insights.
6 endpoints
- POSTGet insights overview/api/ext/insights/overviewReturns the workspace overview for a time range, across calls and WhatsApp: conversation totals by channel and call type, outcomes, analysis results, daily trends, top contact reasons, knowledge gaps, repeat contacts and support tickets.
- POSTGet agent performance/api/ext/insights/agentsReturns one row per agent for a time range: conversations in total and by channel (calls, whatsapp), how many were resolved and referred to a person, how many were analyzed, the average quality score, follow-ups needed, and negative sentiment out of the conversations where sentiment was answered.
- POSTGet call insights/api/ext/insights/voiceReturns call analytics for a time range: totals by call type, connected and not connected calls, average duration, who ended the call, callers who hung up early, the agent's response time, and daily, status, hourly and day-by-hour (heatmap) breakdowns.
- POSTGet WhatsApp insights/api/ext/insights/whatsappReturns WhatsApp analytics for a time range: total conversations, how many the AI handled and how many were referred to a person, outcomes, first response time for the agent and for your team, totals per number, and template results.
- GETGet credit usage/api/ext/insights/usageReturns credit use for the current billing period: the period's start and end, total credits_used, the AI and AI insights credits within it, and call minutes by call type (inbound, outbound, web).
- GETGet AI insights/api/ext/insights/aiReturns the workspace's AI insights: whether they are turned on and allowed on your plan, how often they run, the status of the latest run, and that run's findings in run.