feat: Add an API to support querying metrics by ChannelType (#13255)

This API gives you how many conversations exist per channel, broken down
by status in a given time period. The max time period is capped to 6
months for now.

**Input Params:**
- **since:** Unix timestamp (seconds) - start of date range
- **until:** Unix timestamp (seconds) - end of date range


**Response Payload:**

```json
{
  "Channel::Sms": {
    "resolved": 85,
    "snoozed": 10,
    "open": 5,
    "pending": 5,
    "total": 100
  },
  "Channel::Email": {
    "resolved": 72,
    "snoozed": 15,
    "open": 13,
    "pending": 13,
    "total": 100
  },
  "Channel::WebWidget": {
    "resolved": 90,
    "snoozed": 7,
    "open": 3,
    "pending": 3,
    "total": 100
  }
}
```

**Definitons:**
resolved = Number of conversations created within the selected time
period that are currently marked as resolved.
snoozed = Number of conversations created within the selected time
period that are currently marked as snoozed.
pending = Number of conversations created within the selected time
period that are currently marked as pending.
open = Number of conversations created within the selected time period
that are currently open.
total = Total number of conversations created within the selected time
period, across all statuses.
This commit is contained in:
Pranav
2026-01-12 23:18:47 -08:00
committed by GitHub
parent 9407cc2ad5
commit 0917e1a646
16 changed files with 686 additions and 10 deletions

View File

@@ -223,6 +223,8 @@ account_summary:
$ref: './resource/reports/summary.yml'
agent_conversation_metrics:
$ref: './resource/reports/conversation/agent.yml'
channel_summary:
$ref: './resource/reports/channel_summary.yml'
contact_detail:
$ref: ./resource/contact_detail.yml

View File

@@ -0,0 +1,34 @@
type: object
description: Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.
additionalProperties:
type: object
description: Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)
properties:
open:
type: number
description: Number of open conversations
resolved:
type: number
description: Number of resolved conversations
pending:
type: number
description: Number of pending conversations
snoozed:
type: number
description: Number of snoozed conversations
total:
type: number
description: Total number of conversations
example:
Channel::WebWidget:
open: 10
resolved: 20
pending: 5
snoozed: 2
total: 37
Channel::Api:
open: 5
resolved: 15
pending: 3
snoozed: 1
total: 24