Retrieve metrics and KPIs

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.

Option 1: Pre-calculated metrics

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 here.

Option 2: raw data access via 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.

What does “raw data” mean?

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 paginating through results as needed. Please check these two articles for full information: - Understand conversation data 1/2 - Understand conversation data 2/2