Retrieve metrics and KPIs
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When using the iAdvize GraphQL API to explore your performance and customer engagement, you have two powerful options depending on your needs:
Pre-calculated metrics via the metrics
query, which deliver aggregated KPIs.
Raw conversation data via the closedConversations
query, which lets you analyze each conversation in full detail.
This article introduces both approaches and provides the context you need before diving deeper into each in the dedicated articles that follow.
The metrics
query provides a set of pre-aggregated indicators that are calculated by iAdvize and grouped by dimensions such as time, campaign, project, or agent group.
Some of the indicators include:
Number of conversations
First response time
Handling and resolution time
Contact opportunities
Targeting rules metrics
These metrics are ideal for trend monitoring or performance dashboards.
For a detailed breakdown of all available metrics and filters, check out the full article .
closedConversations
When you need more control over the analysis or want to feed conversation-level data into your CRM or reporting system, the closedConversations
query gives you raw access to every closed conversation.
Using the closedConversations
query, you can retrieve the complete set of fields for each conversation object, including:
Timestamps and duration
Participants (visitor, agent, bot)
All messages exchanged
Conversation tags and channels
Satisfaction score (CSAT, NPS)
Assigned campaigns, routing, and qualification data
You can request a single conversation or pull data in bulk, applying filters and through results as needed. Please check these two articles for full information: - -