Analytics API

Endpoints for metrics, reports, and data export.

Overview Metrics

GET/api/analytics/overviewAuth: Session

Get overview KPI metrics.

Query Parameters:

Parameter	Type	Required	Description
`period`	string	Required	"today", "yesterday", "7d", "30d", or "90d"

Response (200):

json

{
  "metrics": {
    "serviceLevel": {
      "value": 82.5,
      "target": 80,
      "unit": "%"
    },
    "averageHandleTime": {
      "value": 185,
      "target": 300,
      "unit": "seconds",
      "formatted": "3:05"
    },
    "averageSpeedOfAnswer": {
      "value": 18,
      "target": 20,
      "unit": "seconds"
    },
    "occupancy": {
      "value": 78.2,
      "target": 85,
      "unit": "%"
    },
    "adherence": {
      "value": 91.5,
      "target": 90,
      "unit": "%"
    },
    "contactVolume": {
      "offered": 1250,
      "handled": 1180,
      "abandoned": 70,
      "abandonRate": 5.6
    }
  },
  "period": "7d",
  "dateRange": {
    "startDate": "2026-01-22",
    "endDate": "2026-01-29"
  }
}

Service Level

GET/api/analytics/service-levelAuth: Session

Get service level trends.

Query Parameters:

Parameter	Type	Required	Description
`period`	string	Required	Time period (7d, 30d, etc.)
`groupBy`	string	Optional	"day" or "hour"

Response (200):

json

{
  "trends": [
    {
      "label": "2026-01-22",
      "serviceLevel": 85.2,
      "aht": 180,
      "asa": 15,
      "occupancy": 78.5,
      "contacts": 180,
      "abandoned": 8,
      "abandonRate": 4.4
    },
    {
      "label": "2026-01-23",
      "serviceLevel": 82.1,
      "aht": 195,
      "asa": 22,
      "occupancy": 81.2,
      "contacts": 210,
      "abandoned": 12,
      "abandonRate": 5.7
    }
  ],
  "average": {
    "serviceLevel": 83.4,
    "aht": 188,
    "asa": 18
  }
}

Agent Performance

GET/api/analytics/agent-performanceAuth: Session

Get agent performance scorecards.

Query Parameters:

Parameter	Type	Required	Description
`period`	string	Required	Time period
`sortBy`	string	Optional	"adherence", "occupancy", "hours", "name"
`teamId`	string	Optional	Filter by team

Response (200):

json

{
  "agents": [
    {
      "id": "uuid",
      "name": "John Doe",
      "employeeNumber": "EMP001",
      "teamName": "Sales",
      "metrics": {
        "adherence": 92.5,
        "occupancy": 78.3,
        "hoursWorked": 38.5,
        "shiftsWorked": 5,
        "contactsHandled": 245,
        "avgHandleTime": 175,
        "productiveTime": {
          "onCall": 1200,
          "acw": 180,
          "available": 420,
          "break": 60
        }
      }
    }
  ],
  "teamAverages": {
    "adherence": 89.5,
    "occupancy": 76.2,
    "totalHours": 385
  }
}

Forecast Accuracy

GET/api/analytics/forecast-accuracyAuth: Session

Compare forecast to actual results.

Query Parameters:

Parameter	Type	Required	Description
`forecastId`	string	Optional	Specific forecast to analyze
`startDate`	string	Optional	Start date (YYYY-MM-DD)
`endDate`	string	Optional	End date (YYYY-MM-DD)

Response (200):

json

{
  "accuracy": {
    "overall": 94.2,
    "volume": 95.1,
    "aht": 93.3
  },
  "comparison": [
    {
      "date": "2026-01-22",
      "interval": "08:00",
      "forecasted": { "volume": 45, "aht": 180 },
      "actual": { "volume": 42, "aht": 175 },
      "variance": { "volume": -6.7, "aht": -2.8 }
    }
  ]
}

Data Export

POST/api/analytics/exportAuth: Session

Export analytics data.

Request Body:

json

{
  "format": "csv",
  "type": "service-level",
  "startDate": "2026-01-01",
  "endDate": "2026-01-31",
  "metrics": ["serviceLevel", "aht", "volume"]
}

Parameter	Type	Required	Description
`format`	string	Required	"csv" or "json"
`type`	string	Required	"service-level", "agent-performance", "adherence", "contact-volume"
`startDate`	string	Required	Start date
`endDate`	string	Required	End date
`metrics`	array	Optional	Specific metrics to include

Response (200):

Returns file download (CSV) or JSON data based on format.