Monitoring

Monitoring offers an at-a-glance insight into the daily flux of tickets and agent activities, facilitating the optimization of your customer service. All metrics on the page are based on data accumulated starting at 00:00 am of the date of your monitoring session. Through this API request, you can get the metrics for all agents and tickets of your Sendbird application or for a specific group of agents.

Note: The data is refreshed every minute. To get the most up-to-date figure, click the refresh button next to the time marked in the top right corner of the Monitoring page on Sendbird Dashboard.

Resource representation

The following table shows the list of properties in a ticket resource. To learn more about how each number is calculated, refer to Desk Guide on Monitoring.

Property name	Type	Description
group_id	string	The unique ID of the group that the metrics are related to.
cachedAt	string	The time when the metrics are last updated. They are updated every minute.
currentPendingTicketCount	int	The number of pending tickets at the `cachedAt` time.
currentActiveTicketCount	int	The number of active tickets at the `cachedAt` time.
currentOnlineAgent	int	The number of agents whose status is set to online.
currentAwayAgent	int	The number of agents whose status is set to away.
currentAverageAgentLoad	int	The average number of active tickets per online and away agent.
todayClosedTicketCount	int	The number of tickets that have been closed from 00:00 am of the current date to the `cachedAt` time.
todayAverageConversationTime	int	The average time of all customer-and-agent interactions. It is based on the data collected from 00:00 am of the current date to the `cachedAt` time.
todayAverageResponseTime	int	The average first response time per ticket. It is based on the data collected from 00:00 am of the current date to the `cachedAt` time.
todayAveragePendingTimeForUnassignedTickets	int	The average time taken from a customer's initial message to the assignment of their ticket. Referred as pending , this monitors tickets that were created since 00:00:00 am of the current date but their ticket remains unassigned to an agent even after the customer sent a first message.

Actions

API endpoints are relative to the base URL allocated to your application. In this page, the /metrics endpoint refers to https://desk-api-{application_id}.sendbird.com/platform/v1/metrics.

Note: If you want to know your application ID, sign in to your dashboard, go to the Overview page and then check Application ID.

It's recommended that the parameter values in API URLs be urlencoded, such as {group_id}.

List of actions

Action	HTTP request
Get metrics	`GET` /metrics Retrieves a list of metrics related to tickets and agents of a Sendbird application.

Get metrics

Retrieves a list of metrics related to tickets and agents of a Sendbird application. You can also specify the unique ID of a group as an optional parameter to retrieve their statistics only.

HTTP request

GET https://desk-api-{application_id}.sendbird.com/platform/v1/metrics

Parameters

The following table lists the parameters that this action supports.

Optional

Parameter name	Type	Description
group_id	string	The ID of the specific group to view metrics for. If not provided, the metrics for all agents are retrieved.

Response

If successful, this action returns a list of metrics resources in the response body.

Status: 200 OK

{
    "currentPendingTicketCount": 1, 
    "currentActiveTicketCount": 1, 
    "currentOnlineAgent": 0, 
    "currentAwayAgent": 1, 
    "currentAverageAgentLoad": 0.0, 
    "todayAverageConversationTime": 25.0, 
    "todayAverageResponseTime": 10.0, 
    "todayClosedTicketCount": 1, 
    "todayAveragePendingTimeForUnassignedTickets": 1,
    "cachedAt": "2023-09-06T07:57:25.282610Z"
}

Error

In the case of an error, an error object like below is returned. See the error code table for more details.

Status: 400 Bad Request

{
    "code": "deskp400201",
    "detail": "Group does not exist"
}

Error code	Error message	Description
deskp400201	Group does not exist	The group with the specified `group_id` doesn't exist

On this page

Resource representation Actions Get metrics