openapi: 3.1.0
info:
  title: Helpcenter DashboardMetrics API
  version: 1.0.0
tags:
- name: DashboardMetrics
paths:
  /api/v1/dashboards/onholdTickets:
    get:
      tags:
      - DashboardMetrics
      summary: Get on hold tickets count
      description: This API fetches the number of tickets that are in the on hold status.
      operationId: getOnholdTickets
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/reopenedTickets'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/solvedTickets:
    get:
      tags:
      - DashboardMetrics
      summary: Get closed tickets count
      description: This API fetches the number of tickets that are resolved.
      operationId: getSolvedTickets
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/reopenedTickets'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/backlogTickets:
    get:
      tags:
      - DashboardMetrics
      summary: Get unresolved tickets count
      description: This API fetches the number of tickets that have remained unresolved over a particular period.
      operationId: getBacklogTickets
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/channel'
      - name: groupBy
        in: query
        description: Key that groups the ticket count according to a particular attribute.This value can be @date@ @channel@ @agent@
        required: true
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          description: Key that groups the ticket count according to a particular attribute.This value can be @date@ @channel@ @agent@
          enum:
          - date
          - channel
          - agent
          maxLength: 100
          minLength: 0
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/reopenedTickets'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/reopenedTickets:
    get:
      tags:
      - DashboardMetrics
      summary: Get reopened tickets count
      description: This API fetches the number of tickets that were reopened in your help desk portal.
      operationId: getReopenedTickets
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/reopenedTickets'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/ticketsResolutionTime:
    get:
      tags:
      - DashboardMetrics
      summary: List resolution times
      description: This API lists the durations taken to resolve tickets.
      operationId: getResolutionTime
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/resolutionTime'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/createdTickets:
    get:
      tags:
      - DashboardMetrics
      summary: Get created tickets count
      description: This API fetches the number of tickets created in a particular duration.
      operationId: getCreatedTickets
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/reopenedTickets'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/responseCount:
    get:
      tags:
      - DashboardMetrics
      summary: Get total response count
      description: This API fetches the total number of responses sent/made by your agents.
      operationId: getResponseCount
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/responseCount'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
  /api/v1/dashboards/responseTime:
    get:
      tags:
      - DashboardMetrics
      summary: List response times
      description: This API lists the durations taken to respond to tickets.
      operationId: getResponseTime
      parameters:
      - $ref: '#/components/parameters/duration'
      - $ref: '#/components/parameters/agentId'
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/teamId'
      - $ref: '#/components/parameters/channel'
      - $ref: '#/components/parameters/groupBy'
      - name: isFirstResponse
        in: query
        description: Key that specifies if the response is the first response to the customer question
        required: true
        style: form
        explode: true
        schema:
          type:
          - boolean
          - 'null'
          description: Key that specifies if the response is the first response to the customer question
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/responseTime'
      security:
      - iam-oauth2-schema:
        - Desk.tickets.READ
      x-audience:
      - external-public
components:
  parameters:
    channel:
      name: channel
      in: query
      description: Channel through which the tickets were received
      required: false
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        description: Channel through which the tickets were received
        x-dynamic-enum: true
    departmentId:
      name: departmentId
      in: query
      description: ID(s) of the department(s) from which the stats must be fetched
      required: false
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int64
        description: ID(s) of the department(s) from which the stats must be fetched
        pattern: ([0-9]+)
    agentId:
      name: agentId
      in: query
      description: ID(s) of the agent(s) whose stats must be fetched
      required: false
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int64
        description: ID(s) of the agent(s) whose stats must be fetched
        pattern: ([0-9]+)
    duration:
      name: duration
      in: query
      description: Predefined time range from which the stats must be fetched
      required: true
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        description: Predefined time range from which the stats must be fetched
        enum:
        - LAST_30_DAYS
        - LAST_7_DAYS
        - THIS_WEEK
        - LAST_WEEK
        - THIS_MONTH
        - LAST_MONTH
        maxLength: 100
        minLength: 0
    groupBy:
      name: groupBy
      in: query
      description: To get customer happiness count via particular group.This value can be @date@ @channel@ @agent@ | @hour@
      required: true
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        description: To get customer happiness count via particular group.This value can be @date@ @channel@ @agent@ | @hour@
        enum:
        - date
        - channel
        - agent
        - hour
        maxLength: 100
        minLength: 0
    teamId:
      name: teamId
      in: query
      description: ID(s) of the team(s) from which the stats must be fetched
      required: false
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int64
        description: ID(s) of the team(s) from which the stats must be fetched
        pattern: ([0-9]+)
  responses:
    responseCount:
      description: responseCount template definitions
      content:
        application/json:
          schema:
            type:
            - object
            - 'null'
            additionalProperties: false
            properties:
              avg:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ([0-9]{1,13}(\.[0-9]*)?)
              groupedBy:
                type:
                - string
                - 'null'
                enum:
                - date
                - channel
                - agent
                - hour
                maxLength: 100
                minLength: 0
              totalResponseCount:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
              responseCount:
                $ref: ./DashboardMetrics.json#/components/schemas/countArray
            required:
            - avg
            - groupedBy
            - responseCount
            - totalResponseCount
          examples:
            Valid responses Definitions:
              value:
                avg: '0.0'
                groupedBy: date
                totalResponseCount: '0'
                responseCount:
                - count: '0'
                  value: '2018-04-06'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-07'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-08'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-09'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-10'
                  referenceValue: null
    responseTime:
      description: responseTime template definitions
      content:
        application/json:
          schema:
            type:
            - object
            - 'null'
            additionalProperties: false
            properties:
              totalAvgAgentTime:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ((^([0-9]*):([0-5][0-9]) hrs$)|null|undefined)
              timeData:
                $ref: ./DashboardMetrics.json#/components/schemas/responseTimeArray
              totalAvgSystemTime:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ((^([0-9]*):([0-5][0-9]) hrs$)|null|undefined)
              groupedBy:
                type:
                - string
                - 'null'
                enum:
                - date
                - channel
                - agent
                - hour
                maxLength: 100
                minLength: 0
              totalResponseCount:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
            required:
            - groupedBy
            - timeData
            - totalAvgAgentTime
            - totalAvgSystemTime
            - totalResponseCount
          examples:
            Valid responses Definitions:
              value:
                totalAvgAgentTime: 41:50 hrs
                timeData:
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Feedback Widget
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Email
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Web
                  referenceValue: null
                - avgSystemTime: 41:50 hrs
                  avgAgentTime: 41:50 hrs
                  responseCount: '1'
                  value: Phone
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Forums
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Chat
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Twitter
                  referenceValue: null
                - avgSystemTime: 00:00 hrs
                  avgAgentTime: 00:00 hrs
                  responseCount: '0'
                  value: Facebook
                  referenceValue: null
                totalAvgSystemTime: 41:50 hrs
                groupedBy: channel
                totalResponseCount: '1'
    reopenedTickets:
      description: reopenedTickets template definitions
      content:
        application/json:
          schema:
            type:
            - object
            - 'null'
            additionalProperties: false
            properties:
              totalTicketCount:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
              avg:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ([0-9]{1,13}(\.[0-9]*)?)
              ticketCount:
                $ref: ./DashboardMetrics.json#/components/schemas/countArray
              groupedBy:
                type:
                - string
                - 'null'
                enum:
                - date
                - channel
                - agent
                - hour
                maxLength: 100
                minLength: 0
            required:
            - avg
            - groupedBy
            - ticketCount
            - totalTicketCount
          examples:
            Valid responses Definitions:
              value:
                totalTicketCount: '1'
                avg: '0.1'
                ticketCount:
                - count: '0'
                  value: '2018-04-01'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-02'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-03'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-04'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-05'
                  referenceValue: null
                - count: '1'
                  value: '2018-04-06'
                  referenceValue: null
                - count: '0'
                  value: '2018-04-07'
                  referenceValue: null
                groupedBy: date
    resolutionTime:
      description: resolutionTime template definitions
      content:
        application/json:
          schema:
            type:
            - object
            - 'null'
            additionalProperties: false
            properties:
              totalAvgAgentTime:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ((^([0-9]*):([0-5][0-9]) hrs$)|null|undefined)
              timeData:
                $ref: ./DashboardMetrics.json#/components/schemas/resolutionTimeArray
              totalTicketCount:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
              totalAvgSystemTime:
                type:
                - string
                - 'null'
                maxLength: 100
                minLength: 0
                pattern: ((^([0-9]*):([0-5][0-9]) hrs$)|null|undefined)
              groupedBy:
                type:
                - string
                - 'null'
                enum:
                - date
                - channel
                - agent
                - hour
                maxLength: 100
                minLength: 0
            required:
            - groupedBy
            - timeData
            - totalAvgAgentTime
            - totalAvgSystemTime
            - totalTicketCount
          examples:
            Valid responses Definitions:
              value:
                totalAvgAgentTime: 41:50 hrs
                timeData:
                - avgSystemTime: 41:50 hrs
                  ticketCount: '1'
                  avgAgentTime: 41:50 hrs
                  value: Priyanka
                  referenceValue: '4000000012629'
                totalTicketCount: '1'
                totalAvgSystemTime: 41:50 hrs
                groupedBy: agent
  securitySchemes:
    iam-oauth2-schema:
      $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema
x-entity: Helpcenter