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Get Agent Dashboard Metrics

GET 
/api/support/agent/metrics

Returns the agent dashboard numbers for a trailing window: ticket volume by source/type/priority/tenant, first-response and resolution times (median and p90) with SLA attainment, backlog age buckets and current breaches, quality (reopen rate, CSAT, AI draft share / acceptance / currently withheld drafts, the median time from a bug ticket's creation to its linked release), email quarantine and bounce counts, load (active users and open tickets per active user), per-agent open-ticket counts, and a daily trend series.

Required scope: support:read

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

Query parameters:

  • days (integer, optional) — the window size in days. Default 30, minimum 7, maximum 365.
  • tenant_id (string, optional) — restrict every number to one tenant. Omit for all tenants.

Response fields (every percentage is an integer 0-100, null when there is nothing to measure):

  • volume — created, resolved (in the window), open_now, waiting_on_customer_now, awaiting_release_now, unassigned_now, and by_source / by_type / by_priority / by_tenant breakdowns of the window's tickets
  • response — first_response_median_minutes, first_response_p90_minutes, resolution_median_minutes, resolution_p90_minutes, first_response_sla_met_pct, resolution_sla_met_pct
  • backlog — age_buckets (under_1d, 1_to_3d, 3_to_7d, over_7d), breaching_now, oldest_open_at
  • quality — reopen_rate_pct, csat_avg, csat_count, ai_drafts, ai_drafted_share_pct (tickets with a completed draft), ai_draft_accept_pct and its alias ai_accept_rate_pct, ai_withheld_now (open tickets whose draft is held back until a release ships), bug_to_release_median_minutes
  • email — quarantine_count (unknown sender, failed, ignored) and bounce_count in the window
  • load — active_users (users who signed in within active_user_days), active_user_days, tickets_per_active_user (open tickets per active user, 2 decimals)
  • agents — open tickets per assignee name (Unassigned for none), highest first
  • trend[] — one point per day of the window from the daily snapshot: date, created, resolved, closed, reopened, open_end_of_day, waiting_end_of_day, first_response_measured, first_response_met, first_response_sla_met_pct, median_first_response_minutes, median_resolution_minutes, tickets_per_active_user, quarantine_count, bounce_count, ai_drafted_share, ai_accept_rate, csat_count, csat_avg, by_type, by_source, by_priority

Authentication: Bearer token with the support:read scope, or an authenticated session, from a caller with an active support role.

Request​

Responses​

OK

Response Headers
    Content-Type