Reports

Query your workspace analytics: conversation volume, response times, CSAT, SLA compliance, teammate performance, AI agent resolutions and more. Start with the datasets catalog to discover metrics and attributes, then run queries with filters, grouping and period comparison.

List report datasets

GET/v2/reports/datasets

Run a report query

POST/v2/reports/query

Look up report filter values

POST/v2/reports/filter-values

Drill into report rows

POST/v2/reports/drill-in

ModelsExpand Collapse

ReportAttribute object { id, allowedOperators, category, 9 more }

id: string

Attribute ID — use as fieldId in filter rules and as groupBy / segmentBy in query requests.

allowedOperators: array of "is" or "is_not" or "in" or 10 more

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

category: string

description: string

semantics: "current_state" or "historical_action" or "historical_snapshot" or "dynamic_metric_mapped"

Whether the filter uses the latest mutable state, an immutable historical action/snapshot, or a metric-dependent mapping.

One of the following:

"current_state"

"historical_action"

"historical_snapshot"

"dynamic_metric_mapped"

supportsFilter: boolean

Whether the attribute can be used in filters rules.

supportsGroupBy: boolean

Whether the attribute can be used as groupBy / segmentBy.

supportsValueLookup: boolean

Whether POST /v2/reports/filter-values can list this attribute’s values.

valueType: "string" or "number" or "boolean" or 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue: optional boolean

staticOptions: optional array of ReportAttributeOption { label, value }

Fixed value set for enum-like attributes. Attributes without static options resolve values via POST /v2/reports/filter-values.

label: string

value: string

ReportAttributeOption object { label, value }

label: string

value: string

ReportDataset object { id, attributes, description, 2 more }

id: string

attributes: array of ReportAttribute { id, allowedOperators, category, 9 more }

id: string

Attribute ID — use as fieldId in filter rules and as groupBy / segmentBy in query requests.

allowedOperators: array of "is" or "is_not" or "in" or 10 more

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

category: string

description: string

semantics: "current_state" or "historical_action" or "historical_snapshot" or "dynamic_metric_mapped"

Whether the filter uses the latest mutable state, an immutable historical action/snapshot, or a metric-dependent mapping.

One of the following:

"current_state"

"historical_action"

"historical_snapshot"

"dynamic_metric_mapped"

supportsFilter: boolean

Whether the attribute can be used in filters rules.

supportsGroupBy: boolean

Whether the attribute can be used as groupBy / segmentBy.

supportsValueLookup: boolean

Whether POST /v2/reports/filter-values can list this attribute’s values.

valueType: "string" or "number" or "boolean" or 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue: optional boolean

staticOptions: optional array of ReportAttributeOption { label, value }

Fixed value set for enum-like attributes. Attributes without static options resolve values via POST /v2/reports/filter-values.

label: string

value: string

description: string

metrics: array of ReportMetric { id, allowedAggregations, description, 13 more }

id: string

Metric ID — use as metric in query requests.

allowedAggregations: array of "count" or "sum" or "avg" or 6 more

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: array of string

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: array of string

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: array of "standard" or "hourly_heatmap" or "sankey"

Which view values POST /v2/reports/query accepts for this metric. Most metrics support standard and hourly_heatmap; conversation-flow metrics are sankey-only.

One of the following:

"standard"

"hourly_heatmap"

"sankey"

supportsOfficeHours: boolean

supportsPeriodComparison: boolean

type: "count" or "percentage" or "duration" or "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" or "percentage" or "duration_ms" or "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso: optional string

Local calendar date (ISO 8601) from which this specific metric has data, when it differs from the global reporting floor. Windows ending before this date are rejected for this metric.

isDefaultVariant: optional boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId: optional string

Metrics sharing a variantGroupId are timestamp variants of one logical metric (same display name); each measures the same population at a different timestamp. Query the concrete metric id to pick a variant.

variantId: optional string

Stable identifier for this variant within its group (e.g. created_at, started_at).

variantLabel: optional string

Human-readable variant label for pickers (e.g. Created at, Started at).

ReportFilterExpression object { children, kind, op }

children: array of ReportFilterRule { fieldId, kind, operator, value } or object { children, kind, op }

Rules and/or nested groups of rules. Groups may nest up to 6 levels at runtime; 100 rules max per expression.

One of the following:

ReportFilterRule object { fieldId, kind, operator, value }

fieldId: string

Attribute ID to filter on (e.g. conversation.channel). Discover attribute IDs via GET /v2/reports/datasets.

minLength1

maxLength512

kind: "rule"

operator: "is" or "is_not" or "in" or 10 more

Comparison operator. Each attribute supports a subset of operators — see the allowedOperators field in the GET /v2/reports/datasets catalog.

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

value: optional string or number or boolean or array of string or number or boolean

Value to compare against. Scalar for is, is_not, contains, not_contains, gte, lte (ISO date strings for date attributes); non-empty array for in, not_in, is_member_of, is_not_member_of; 2-element array for between; omit for exists / not_exists.

One of the following:

string

number

boolean

array of string or number or boolean

One of the following:

string

number

boolean

ReportFilterGroup object { children, kind, op }

children: array of ReportFilterRule { fieldId, kind, operator, value }

fieldId: string

Attribute ID to filter on (e.g. conversation.channel). Discover attribute IDs via GET /v2/reports/datasets.

minLength1

maxLength512

kind: "rule"

operator: "is" or "is_not" or "in" or 10 more

Comparison operator. Each attribute supports a subset of operators — see the allowedOperators field in the GET /v2/reports/datasets catalog.

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

value: optional string or number or boolean or array of string or number or boolean

One of the following:

string

number

boolean

array of string or number or boolean

One of the following:

string

number

boolean

kind: "group"

op: "and" or "or"

Group operator: and (all match) or or (any match).

One of the following:

"and"

"or"

kind: "group"

op: "and" or "or"

Group operator: and (all match) or or (any match).

One of the following:

"and"

"or"

ReportFilterRule object { fieldId, kind, operator, value }

fieldId: string

Attribute ID to filter on (e.g. conversation.channel). Discover attribute IDs via GET /v2/reports/datasets.

minLength1

maxLength512

kind: "rule"

operator: "is" or "is_not" or "in" or 10 more

Comparison operator. Each attribute supports a subset of operators — see the allowedOperators field in the GET /v2/reports/datasets catalog.

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

value: optional string or number or boolean or array of string or number or boolean

One of the following:

string

number

boolean

array of string or number or boolean

One of the following:

string

number

boolean

ReportGroupedDatum object { group, value, groupLabel, 2 more }

group: string

Raw group value (e.g. an ID). Use groupLabel for display.

value: number

groupLabel: optional string

previousValue: optional number

segments: optional array of ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

ReportMetric object { id, allowedAggregations, description, 13 more }

id: string

Metric ID — use as metric in query requests.

allowedAggregations: array of "count" or "sum" or "avg" or 6 more

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: array of string

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: array of string

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: array of "standard" or "hourly_heatmap" or "sankey"

Which view values POST /v2/reports/query accepts for this metric. Most metrics support standard and hourly_heatmap; conversation-flow metrics are sankey-only.

One of the following:

"standard"

"hourly_heatmap"

"sankey"

supportsOfficeHours: boolean

supportsPeriodComparison: boolean

type: "count" or "percentage" or "duration" or "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" or "percentage" or "duration_ms" or "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso: optional string

Local calendar date (ISO 8601) from which this specific metric has data, when it differs from the global reporting floor. Windows ending before this date are rejected for this metric.

isDefaultVariant: optional boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId: optional string

variantId: optional string

Stable identifier for this variant within its group (e.g. created_at, started_at).

variantLabel: optional string

Human-readable variant label for pickers (e.g. Created at, Started at).

ReportSegmentDatum object { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

ReportTimeSeriesDatum object { date, value, previousValue, segments }

date: string

Time bucket start (ISO 8601).

value: number

previousValue: optional number

Value for the same bucket in the comparison window, when requested.

segments: optional array of ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

ReportListDatasetsResponse object { data, object }

data: array of ReportDataset { id, attributes, description, 2 more }

id: string

attributes: array of ReportAttribute { id, allowedOperators, category, 9 more }

id: string

Attribute ID — use as fieldId in filter rules and as groupBy / segmentBy in query requests.

allowedOperators: array of "is" or "is_not" or "in" or 10 more

One of the following:

"is"

"is_not"

"in"

"not_in"

"contains"

"not_contains"

"gte"

"lte"

"between"

"exists"

"not_exists"

"is_member_of"

"is_not_member_of"

category: string

description: string

semantics: "current_state" or "historical_action" or "historical_snapshot" or "dynamic_metric_mapped"

Whether the filter uses the latest mutable state, an immutable historical action/snapshot, or a metric-dependent mapping.

One of the following:

"current_state"

"historical_action"

"historical_snapshot"

"dynamic_metric_mapped"

supportsFilter: boolean

Whether the attribute can be used in filters rules.

supportsGroupBy: boolean

Whether the attribute can be used as groupBy / segmentBy.

supportsValueLookup: boolean

Whether POST /v2/reports/filter-values can list this attribute’s values.

valueType: "string" or "number" or "boolean" or 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue: optional boolean

staticOptions: optional array of ReportAttributeOption { label, value }

Fixed value set for enum-like attributes. Attributes without static options resolve values via POST /v2/reports/filter-values.

label: string

value: string

description: string

metrics: array of ReportMetric { id, allowedAggregations, description, 13 more }

id: string

Metric ID — use as metric in query requests.

allowedAggregations: array of "count" or "sum" or "avg" or 6 more

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: array of string

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: array of string

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: array of "standard" or "hourly_heatmap" or "sankey"

Which view values POST /v2/reports/query accepts for this metric. Most metrics support standard and hourly_heatmap; conversation-flow metrics are sankey-only.

One of the following:

"standard"

"hourly_heatmap"

"sankey"

supportsOfficeHours: boolean

supportsPeriodComparison: boolean

type: "count" or "percentage" or "duration" or "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" or "percentage" or "duration_ms" or "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso: optional string

Local calendar date (ISO 8601) from which this specific metric has data, when it differs from the global reporting floor. Windows ending before this date are rejected for this metric.

isDefaultVariant: optional boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId: optional string

variantId: optional string

Stable identifier for this variant within its group (e.g. created_at, started_at).

variantLabel: optional string

Human-readable variant label for pickers (e.g. Created at, Started at).

object: "list"

ReportQueryResponse object { meta, object, value, 7 more }

meta: object { aggregation, datasetId, granularity, 5 more }

aggregation: "count" or "sum" or "avg" or 6 more

Aggregation function applied to the metric. Each metric supports a subset of aggregations — see the allowedAggregations field in the GET /v2/reports/datasets catalog.

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

datasetId: string

granularity: string

metric: string

officeHoursOnly: boolean

unit: "count" or "percentage" or "duration_ms" or "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

groupBy: optional string

segmentBy: optional string

object: "report_query_result"

value: number

Aggregated value across the whole reporting window.

deltaPercent: optional number

Percentage change vs the comparison window.

flowData: optional array of object { metricId, pathId, source, 7 more }

metricId: string

pathId: string

source: string

sourceLabel: string

target: string

targetLabel: string

value: number

colorKey: optional string

percentage: optional number

sortOrder: optional number

groupedData: optional array of ReportGroupedDatum { group, value, groupLabel, 2 more }

group: string

Raw group value (e.g. an ID). Use groupLabel for display.

value: number

groupLabel: optional string

previousValue: optional number

segments: optional array of ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

previousValue: optional number

Aggregated value for the comparison window, when requested.

segmentData: optional array of ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

table: optional object { columns, key, mode, 6 more }

columns: array of object { id, kind, label, 6 more }

id: string

kind: "dimension" or "metric" or "record_attribute"

One of the following:

"dimension"

"metric"

"record_attribute"

label: string

sortable: boolean

unit: "count" or "percentage" or "duration_ms" or 3 more

One of the following:

"count"

"percentage"

"duration_ms"

"number"

"text"

"datetime"

align: optional "left" or "right"

One of the following:

"left"

"right"

sticky: optional boolean

summary: optional "sum" or "weighted_rate" or "none"

One of the following:

"sum"

"weighted_rate"

"none"

valueType: optional string

key: string

mode: "aggregate" or "records"

One of the following:

"aggregate"

"records"

page: number

pageSize: number

rows: array of object { id, cells }

id: string

cells: map[object { display, denominator, numerator, 3 more } ]

display: string

denominator: optional number

numerator: optional number

raw: optional unknown

sortValue: optional string or number

One of the following:

string

number

value: optional unknown

totalRows: number

sort: optional object { columnId, direction }

columnId: string

direction: "asc" or "desc"

One of the following:

"asc"

"desc"

summaryRows: optional array of object { id, cells }

id: string

cells: map[object { display, denominator, numerator, 3 more } ]

display: string

denominator: optional number

numerator: optional number

raw: optional unknown

sortValue: optional string or number

One of the following:

string

number

value: optional unknown

timeSeries: optional array of ReportTimeSeriesDatum { date, value, previousValue, segments }

date: string

Time bucket start (ISO 8601).

value: number

previousValue: optional number

Value for the same bucket in the comparison window, when requested.

segments: optional array of ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue: optional number

segmentLabel: optional string

ReportLookupFilterValuesResponse object { data, object }

data: array of ReportAttributeOption { label, value }

label: string

value: string

object: "list"

ReportDrillInResponse object { availableColumns, defaultColumnIds, meta, 6 more }

availableColumns: array of object { id, name, supportsSort, 2 more }

id: string

Column ID (an attribute ID or metric.value).

supportsSort: boolean

Whether this column may be used in the drill-in sort request.

valueType: string

category: optional string

defaultColumnIds: array of string

meta: object { datasetId, metricId, rawMetricId, 6 more }

datasetId: string

metricId: string

rawMetricId: string

reconciliation: object { kind, rowCount, status, 4 more }

kind: "rows" or "actions_across_conversations" or "active_hour_rate" or 2 more

One of the following:

"rows"

"actions_across_conversations"

"active_hour_rate"

"positive_ratings_over_eligible_ratings"

"missed_over_evaluated"

rowCount: number

status: "not_applicable" or "available" or "denominator_unavailable"

One of the following:

"not_applicable"

"available"

"denominator_unavailable"

denominatorHours: optional number

displayedRate: optional number

eligibleDenominatorTotal: optional number

rawNumeratorTotal: optional number

rowGrain: string

rowSemantics: "metric_rows" or "numerator_rows"

One of the following:

"metric_rows"

"numerator_rows"

sourceFact: string

emptyReason: optional "no_matching_rows" or "denominator_unavailable"

One of the following:

"no_matching_rows"

"denominator_unavailable"

metricRowId: optional string

object: "report_drill_in_result"

page: number

pageSize: number

rows: array of map[string or number or boolean or 3 more]

One record per underlying row, keyed by column ID.

One of the following:

string

number

boolean

array of string

ReportDrillInIdentityCell object { id, kind, label, 3 more }

id: string

kind: "identity"

label: string

avatarUrl: optional string

color: optional string

provenance: optional "current" or "historical" or "fallback" or "unassigned"

One of the following:

"current"

"historical"

"fallback"

"unassigned"

ReportDrillInSourceDetailsCell object { items, kind }

items: array of object { label, id, type, url }

label: string

id: optional string

type: optional string

url: optional string

formaturi

kind: "source_details"

timezone: string

total: number