Pre-aggregated indicators

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.

Introduction

The metrics query provides aggregated performance indicators based on conversations handled on the iAdvize platform.

It is ideal for tracking trends, performance, and outcomes over defined timeframes. This endpoint is not designed for real-time data retrieval, but rather to extract historical KPI summaries for reporting purposes.

Here is the link to the publicly available schema.

What data is available

You can request metrics such as:

• Number of conversations

• Message count (sent, received)

• First response time (reactivity)

• Resolution time/Handling duration

• Conversion info*

• And many other KPIs related to chat performance (see below)

Metrics can be grouped and segmented to give contextual meaning (e.g., per agent, per engagement campaign, routing group etc.).

*make sure you read the info available here regarding transaction

Available filters

You can filter your data using the following criteria :

NB: each indicator has its specific filters - please refer to our documentation to know which filter can be applied for each indicator

• interval (required): start and end timestamps

  • from: “insert date format ISO8601” (ex: “2025-03-01T00:00:00Z”)

  • to: “insert date format ISO8601”

• userGroupIds: filter by group

• userIds: filter by specific agent(s) - including bots

• channels: filter by campaign

• routingRuleIds: filter by routing rules

• routingGroupIds: filter by routing groups

• projectIds: filter by project

You can also use the interval argument to aggregate results over:

• hour

• day

• week

• month

Good to know

• This query is optimized for reporting.

• The platform already provides real-time dashboards, so this query is best used for periodic exports and historical analysis.

• Channels include: CHAT, ….

List of available metrics

agentAvailabilityMetric

Filters available listed here.

List of metrics available on this resource:

Indicator	Description	Channels availability*
CONTACT_PER_HOUR_NUMBER	Average number of contacts processed by all agents for an hour of production.	All
MAX_AND_PARTIAL_OCCUPATION_DURATION	Period during which an agent is connected to the panel and is occupied partially or to the maximum.	All
MAX_AND_PARTIAL_OCCUPATION_RATE	Part of production time during which an agent is connected to the panel and is occupied partially or to the maximum.	All
MAX_OCCUPATION_DURATION	Period during which an agent is connected to the panel and is occupied to maximum capacity.	All
MAX_OCCUPATION_RATE	Part of production time during which an agent is connected to the panel and is occupied to a maximum.	All
NON_OCCUPATION_DURATION	Period of time during which an agent is connected to the panel and is simultaneously available and not busy.	All
NON_OCCUPATION_RATE	Part of production time during which an agent is connected to the panel and is simultaneously available and not busy.	All
NON_PRODUCTION_DURATION	Period during which an agent is connected to the panel, unavailable and yet not busy.	All
NON_PRODUCTION_RATE	Proportion of connection time during which an agent is connected to the panel, unavailable and yet not busy.	All
OCCUPATION_DURATION	Period during which an agent is connected to the panel, unavailable and yet not busy.	All
OCCUPATION_RATE	Part of production time during which an agent is connected to the panel and is partially busy.	All
PRESENCE_DURATION	Total period during which the agents were connected to the desk.	All
PRODUCTION_DURATION	Period during which an agent is connected to the panel and is available or busy.	All
PRODUCTION_RATE	Proportion of connection time during which an agent is connected to the panel and is available or busy.	All
TRANSACTION_AFTER_CONTACT_AMOUNT_PER_HOUR	Average turnover generated by an agent after a contact on an hourly basis	All

_{agentGroupAvailability}

Filters available listed here.

Indicator	Description	Channels availability
AGENT_MAX_NUMBER	Maximum number of agents connected simultaneously to the desk. Computed for a group over a minimum period of one hour.	All
CONTACT_PER_HOUR_AVERAGE_NUMBER	Average number of contacts processed by all agents for an hour of production.	All
NON_PRESENTATION_DURATION	Period during which buttons are not displayable. Length of the time slot covered with no agent available.	All
NON_PRESENTATION_RATE	Part of period smoothed duration during which buttons are not displayable	All
PRESENCE_SMOOTHED_DURATION	Period during which operators were connected. Length of the time slot covered with at least one agent present.	All
PRESENTATION_DURATION	Period during which buttons are displayable. Length of the time slot covered with at least one agent available.	All
PRESENTATION_RATE	Part of period smoothed duration during which buttons are displayable	All
PRODUCTION_SMOOTHED_DURATION	Period during which operators were in production. Length of the time slot covered with at least one agent in production.	CHAT, CALL, VIDEO

_{contactOpportunitiesMetric}

Filters available listed here.

Indicator	Description	Channels availability
CONTACT_MISSED_NUMBER	Estimated number of missed contact opportunities because the agents were totally busy, offline or not in production.	CHAT, VIDEO, CALL
CONTACT_MISSED_WITH_BUSY_AGENTS_NUMBER	Estimated number of missed contact opportunities due to agents being totally busy.	CHAT, VIDEO, CALL
CONTACT_MISSED_WITH_NO_AGENTS_NUMBER	Estimated number of contacts missed because the agents were either not connected or not in production.	CHAT, VIDEO, CALL

_{contactsMetric}

Filters available listed here.

Indicator	Description	Channels availability
CONTACT_ANSWERED_AFTER_FIRST_MESSAGE_DURATION	Average response time between conversation push event (assignation to an agent or expert) and the first agent's answer.	CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, APPLE_BUSINESS_CHAT, SMS, GOOGLE_BUSINESS_MESSAGES, WHATSAPP
CONTACT_ANSWERED_DURATION	Average response time between a customer's request and the agent's response.	CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, APPLE_BUSINESS_CHAT, SMS, GOOGLE_BUSINESS_MESSAGES, WHATSAPP
CONTACT_CLOSED_AFTER_LAST_MESSAGE_DURATION	Average amount of time between the visitor's last message and the closing of the chat discussion on the panel.	CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, APPLE_BUSINESS_CHAT, SMS, GOOGLE_BUSINESS_MESSAGES, WHATSAPP
CONTACT_DURATION	Average length of all contacts, the length of a contact being defined as the difference between the end time (closure) and start time.	All
CONTACT_NUMBER	Number of contacts initiated during the selected period.	All
CONTACT_RECEIVED_MESSAGE_NUMBER	Total number of messages within a conversation received by the agents.	All
CONTACT_SENT_MESSAGE_NUMBER	Total number of messages within a conversation sent by the agents.	All
CONTACT_UNANSWERED_NUMBER	Number of contacts initiated by a visitor with no response from an agent.	All
TRANSACTION_AMOUNT_PER_CONTACT	Average turnover generated for each conversation done	All

_{targetingRulesMetric}

Filters available listed here.

Indicator	Description	Channels availability
TARGETING_RULE_CONTACT_RATE	Proportion of displays having generated a contact	CHAT, VIDEO, CALL
TARGETING_RULE_DISPLAY_NUMBER	Number of chat/call displays generated on the website during the period.	CHAT, VIDEO, CALL
TARGETING_RULE_ TRIGGERED	Number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria.	CHAT, VIDEO, CALL