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

client.reports.listDatasets(?, ?): ReportListDatasetsResponse { data, object }

GET/v2/reports/datasets

Run a report query

client.reports.query(, ?): ReportQueryResponse { meta, object, value, 7 more }

POST/v2/reports/query

Look up report filter values

client.reports.lookupFilterValues(, ?): ReportLookupFilterValuesResponse { data, object }

POST/v2/reports/filter-values

Drill into report rows

client.reports.drillIn(, ?): ReportDrillInResponse { availableColumns, defaultColumnIds, meta, 6 more }

POST/v2/reports/drill-in

ModelsExpand Collapse

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<"is" | "is_not" | "in" | 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" | "historical_action" | "historical_snapshot" | "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" | "number" | "boolean" | 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue?: boolean

staticOptions?: Array<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 { label, value }

label: string

value: string

ReportDataset { id, attributes, description, 2 more }

id: string

attributes: Array<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<"is" | "is_not" | "in" | 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" | "historical_action" | "historical_snapshot" | "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" | "number" | "boolean" | 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue?: boolean

staticOptions?: Array<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<ReportMetric { id, allowedAggregations, description, 13 more } >

id: string

Metric ID — use as metric in query requests.

allowedAggregations: Array<"count" | "sum" | "avg" | 6 more>

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: Array<string>

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: Array<string>

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: Array<"standard" | "hourly_heatmap" | "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" | "percentage" | "duration" | "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" | "percentage" | "duration_ms" | "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso?: 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?: boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId?: 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?: string

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

variantLabel?: string

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

ReportFilterExpression { children, kind, op }

children: Array<ReportFilterRule { fieldId, kind, operator, value } | ReportFilterGroup { 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 { 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" | "is_not" | "in" | 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 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<string | number | boolean>

string

number

boolean

ReportFilterGroup { children, kind, op }

children: Array<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" | "is_not" | "in" | 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"

One of the following:

string

number

boolean

Array<string | number | boolean>

string

number

boolean

kind: "group"

op: "and" | "or"

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

One of the following:

"and"

"or"

kind: "group"

op: "and" | "or"

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

One of the following:

"and"

"or"

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" | "is_not" | "in" | 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"

One of the following:

string

number

boolean

Array<string | number | boolean>

string

number

boolean

ReportGroupedDatum { group, value, groupLabel, 2 more }

group: string

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

value: number

groupLabel?: string

previousValue?: number

segments?: Array<ReportSegmentDatum { segment, value, previousValue, segmentLabel } >

segment: string

value: number

previousValue?: number

segmentLabel?: string

ReportMetric { id, allowedAggregations, description, 13 more }

id: string

Metric ID — use as metric in query requests.

allowedAggregations: Array<"count" | "sum" | "avg" | 6 more>

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: Array<string>

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: Array<string>

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: Array<"standard" | "hourly_heatmap" | "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" | "percentage" | "duration" | "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" | "percentage" | "duration_ms" | "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso?: 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?: boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId?: string

variantId?: string

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

variantLabel?: string

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

ReportSegmentDatum { segment, value, previousValue, segmentLabel }

segment: string

value: number

previousValue?: number

segmentLabel?: string

ReportTimeSeriesDatum { date, value, previousValue, segments }

date: string

Time bucket start (ISO 8601).

value: number

previousValue?: number

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

segments?: Array<ReportSegmentDatum { segment, value, previousValue, segmentLabel } >

segment: string

value: number

previousValue?: number

segmentLabel?: string

ReportListDatasetsResponse { data, object }

data: Array<ReportDataset { id, attributes, description, 2 more } >

id: string

attributes: Array<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<"is" | "is_not" | "in" | 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" | "historical_action" | "historical_snapshot" | "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" | "number" | "boolean" | 3 more

One of the following:

"string"

"number"

"boolean"

"date"

"enum"

"id"

multiValue?: boolean

staticOptions?: Array<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<ReportMetric { id, allowedAggregations, description, 13 more } >

id: string

Metric ID — use as metric in query requests.

allowedAggregations: Array<"count" | "sum" | "avg" | 6 more>

One of the following:

"count"

"sum"

"avg"

"median"

"min"

"max"

"range"

"percentile"

"value"

description: string

supportedFilterAttributeIds: Array<string>

Attribute IDs this specific metric accepts in filter expressions.

supportedGroupByDimensions: Array<string>

Attribute IDs this specific metric accepts as groupBy or segmentBy.

supportedViews: Array<"standard" | "hourly_heatmap" | "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" | "percentage" | "duration" | "number"

One of the following:

"count"

"percentage"

"duration"

"number"

unit: "count" | "percentage" | "duration_ms" | "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

dataAvailableFromIso?: 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?: boolean

Whether this variant is the default selection for its variantGroupId.

variantGroupId?: string

variantId?: string

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

variantLabel?: string

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

object: "list"

ReportQueryResponse { meta, object, value, 7 more }

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

aggregation: "count" | "sum" | "avg" | 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" | "percentage" | "duration_ms" | "number"

One of the following:

"count"

"percentage"

"duration_ms"

"number"

groupBy?: string

segmentBy?: string

object: "report_query_result"

value: number

Aggregated value across the whole reporting window.

deltaPercent?: number

Percentage change vs the comparison window.

flowData?: Array<FlowData>

metricId: string

pathId: string

source: string

sourceLabel: string

target: string

targetLabel: string

value: number

colorKey?: string

percentage?: number

sortOrder?: number

groupedData?: Array<ReportGroupedDatum { group, value, groupLabel, 2 more } >

group: string

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

value: number

groupLabel?: string

previousValue?: number

segments?: Array<ReportSegmentDatum { segment, value, previousValue, segmentLabel } >

segment: string

value: number

previousValue?: number

segmentLabel?: string

previousValue?: number

Aggregated value for the comparison window, when requested.

segmentData?: Array<ReportSegmentDatum { segment, value, previousValue, segmentLabel } >

segment: string

value: number

previousValue?: number

segmentLabel?: string

table?: Table { columns, key, mode, 6 more }

columns: Array<Column>

id: string

kind: "dimension" | "metric" | "record_attribute"

One of the following:

"dimension"

"metric"

"record_attribute"

label: string

sortable: boolean

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

One of the following:

"count"

"percentage"

"duration_ms"

"number"

"text"

"datetime"

align?: "left" | "right"

One of the following:

"left"

"right"

sticky?: boolean

summary?: "sum" | "weighted_rate" | "none"

One of the following:

"sum"

"weighted_rate"

"none"

valueType?: string

key: string

mode: "aggregate" | "records"

One of the following:

"aggregate"

"records"

page: number

pageSize: number

rows: Array<Row>

id: string

cells: Record<string, Cells>

display: string

denominator?: number

numerator?: number

raw?: unknown

sortValue?: string | number | null

One of the following:

string

number

value?: unknown

totalRows: number

sort?: Sort { columnId, direction }

columnId: string

direction: "asc" | "desc"

One of the following:

"asc"

"desc"

summaryRows?: Array<SummaryRow>

id: string

cells: Record<string, Cells>

display: string

denominator?: number

numerator?: number

raw?: unknown

sortValue?: string | number | null

One of the following:

string

number

value?: unknown

timeSeries?: Array<ReportTimeSeriesDatum { date, value, previousValue, segments } >

date: string

Time bucket start (ISO 8601).

value: number

previousValue?: number

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

segments?: Array<ReportSegmentDatum { segment, value, previousValue, segmentLabel } >

segment: string

value: number

previousValue?: number

segmentLabel?: string

ReportLookupFilterValuesResponse { data, object }

data: Array<ReportAttributeOption { label, value } >

label: string

value: string

object: "list"

ReportDrillInResponse { availableColumns, defaultColumnIds, meta, 6 more }

availableColumns: Array<AvailableColumn>

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?: string

defaultColumnIds: Array<string>

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

datasetId: string

metricId: string

rawMetricId: string

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

kind: "rows" | "actions_across_conversations" | "active_hour_rate" | 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" | "available" | "denominator_unavailable"

One of the following:

"not_applicable"

"available"

"denominator_unavailable"

denominatorHours?: number

displayedRate?: number

eligibleDenominatorTotal?: number

rawNumeratorTotal?: number

rowGrain: string

rowSemantics: "metric_rows" | "numerator_rows"

One of the following:

"metric_rows"

"numerator_rows"

sourceFact: string

emptyReason?: "no_matching_rows" | "denominator_unavailable"

One of the following:

"no_matching_rows"

"denominator_unavailable"

metricRowId?: string

object: "report_drill_in_result"

page: number

pageSize: number

rows: Array<Record<string, string | number | boolean | 3 more | null>>

One record per underlying row, keyed by column ID.

One of the following:

string

number

boolean

Array<string>

ReportDrillInIdentityCell { id, kind, label, 3 more }

id: string

kind: "identity"

label: string

avatarUrl?: string

color?: string

provenance?: "current" | "historical" | "fallback" | "unassigned"

One of the following:

"current"

"historical"

"fallback"

"unassigned"

ReportDrillInSourceDetailsCell { items, kind }

items: Array<Item>

label: string

id?: string

type?: string

url?: string

formaturi

kind: "source_details"

timezone: string

total: number