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Returns a snapshot of key support metrics for your business, aggregated from the past 30 days. Use this endpoint to power dashboards, generate reports, or monitor team performance. Method: GET URL: /api/v1/analytics/overview

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Headers

HeaderValue
AuthorizationBearer

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Response

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total_conversations
integer
required
Total number of conversations started in the last 30 days.
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avg_first_response
integer
required
Average time in seconds from conversation creation to the first agent reply.
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resolution_rate
number
required
Percentage of conversations from the last 30 days that were resolved (0–100).
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active_agents
integer
required
Number of agents currently with a status of live or away.
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channel_mix
object
required
Breakdown of conversation volume by channel as a percentage. Keys are channel type strings (e.g., "whatsapp", "widget"), values are floats summing to 100.
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top_agents
object[]
required
The top 5 agents ranked by number of resolved conversations in the last 30 days.
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quick_pulse_open
integer
required
Number of conversations currently in open status right now (not limited to the 30-day window).
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median_handle_time
integer
required
Average time in seconds from conversation creation to resolution. Computed as an average over the 30-day window as a proxy for median (for performance at scale).
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customer_happiness
integer
required
CSAT score. Currently returns a fixed value of 98 while full CSAT tracking is in development.

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Example

curl --request GET \
  --url https://api.pingback.live/api/v1/analytics/overview \
  --header 'Authorization: Bearer {token}'

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Response example

{
  "total_conversations": 1284,
  "avg_first_response": 47,
  "resolution_rate": 91.3,
  "active_agents": 3,
  "channel_mix": {
    "whatsapp": 45.5,
    "widget": 30.0,
    "telegram": 16.2,
    "instagram": 8.3
  },
  "top_agents": [
    { "name": "Sarah Chen", "resolved": 312 },
    { "name": "James Rivera", "resolved": 278 },
    { "name": "Priya Nair", "resolved": 201 }
  ],
  "quick_pulse_open": 14,
  "median_handle_time": 384,
  "customer_happiness": 98
}

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Errors

StatusMeaning
401Unauthorized — missing or invalid token