Analytics Overview

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

Headers

Header	Value
Authorization	Bearer

Response

integer

required

Total number of conversations started in the last 30 days.

integer

required

Average time in seconds from conversation creation to the first agent reply.

number

required

Percentage of conversations from the last 30 days that were resolved (0–100).

integer

required

Number of agents currently with a status of live or away.

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.

Show example shape

{
  "whatsapp": 45.5,
  "widget": 30.0,
  "telegram": 24.5
}

object[]

required

The top 5 agents ranked by number of resolved conversations in the last 30 days.

Show properties

string

required

Full name of the agent.

integer

required

Number of conversations resolved by this agent in the period.

integer

required

Number of conversations currently in open status right now (not limited to the 30-day window).

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).

integer

required

CSAT score. Currently returns a fixed value of 98 while full CSAT tracking is in development.

Example

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

const response = await fetch(
  'https://api.pingback.live/api/v1/analytics/overview',
  {
    method: 'GET',
    headers: {
      'Authorization': 'Bearer {token}'
    }
  }
);

const analytics = await response.json();

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
}

Errors

Status	Meaning
401	Unauthorized — missing or invalid token

Authentication

Conversations

Channels & Widget

Team

Knowledge Base

Analytics

Analytics Overview

Headers

Response

Example

Response example

Errors

​Headers

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Headers

Response

Example

Response example

Errors