Metrics

Overview

The metrics route delivers, in a single call, a snapshot of customer service over a period: how many service requests were opened and closed, how many the AI resolved on its own, how long the customer waited for the first reply and in the queue, how long each service request lasted and how the customer rated it. Times follow the same rules as the Reports screen: they count business hours only and exclude time spent waiting for the customer's reply.

Typical cases:

• BI and management dashboards: feed Power BI, Metabase, Grafana or a spreadsheet with the daily, weekly or monthly series.
• Month-end closing: export the figures per department and per agent for the board report or for variable pay.
• Target tracking: check every day whether the average first reply is within the agreed target.

The Metrics permission ("Volumes, business-hours times, satisfaction and figures per department and agent") is checked on the key, in Integrations, ChatISP API card. It gives access to aggregated numbers only: agent and department names appear, but no messages or customer data.

The call

curl -s -G "https://atendimento.seuprovedor.com.br/api_publica.php" \
  -H "Authorization: Bearer $CHATISP_CHAVE" \
  --data-urlencode "r=relatorios/resumo" \
  --data-urlencode "de=2026-09-01" \
  --data-urlencode "ate=2026-09-30"

<?php
$url = 'https://atendimento.seuprovedor.com.br/api_publica.php?' . http_build_query([
    'r' => 'relatorios/resumo',
    'de' => '2026-09-01',
    'ate' => '2026-09-30',
]);
$ch = curl_init($url);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER => ['Authorization: Bearer ' . getenv('CHATISP_CHAVE')],
]);
$resposta = json_decode(curl_exec($ch), true);

import os, requests

resposta = requests.get(
    "https://atendimento.seuprovedor.com.br/api_publica.php",
    params={"r": "relatorios/resumo", "de": "2026-09-01", "ate": "2026-09-30"},
    headers={"Authorization": "Bearer " + os.environ["CHATISP_CHAVE"]},
    timeout=30,
).json()

{
  "ok": true,
  "periodo": {"de": "2026-09-01T00:00:00-03:00", "ate": "2026-09-30T23:59:59-03:00"},
  "departamento_id": null,
  "conversas": {
    "abertas": 2184,
    "encerradas": 2161,
    "em_andamento_agora": 37,
    "resolvidas_pela_ia": 912
  },
  "mensagens": {
    "recebidas": 25390,
    "enviadas": 27713,
    "pela_ia": 11240,
    "pelos_atendentes": 12988
  },
  "tempos": {
    "primeira_resposta_media_seg": 41.7,
    "espera_fila_media_seg": 318.2,
    "duracao_media_seg": 1146.9
  },
  "satisfacao": {
    "pesquisas_enviadas": 1240,
    "respostas": 433,
    "media": 4.62
  },
  "por_departamento": [
    {"departamento_id": 3, "departamento": "Suporte técnico", "abertas": 1402, "encerradas": 1381},
    {"departamento_id": 2, "departamento": "Financeiro", "abertas": 611, "encerradas": 609},
    {"departamento_id": 1, "departamento": "Comercial", "abertas": 171, "encerradas": 168}
  ],
  "por_atendente": [
    {
      "atendente_id": 7,
      "atendente": "Carlos Lima",
      "atendidas": 402,
      "encerradas": 398,
      "duracao_media_seg": 1310.4,
      "satisfacao_media": 4.71,
      "avaliacoes": 151
    },
    {
      "atendente_id": 4,
      "atendente": "Paula Andrade",
      "atendidas": 377,
      "encerradas": 377,
      "duracao_media_seg": 1022.0,
      "satisfacao_media": 4.55,
      "avaliacoes": 138
    }
  ]
}

Conversations block

For the AI resolution rate, divide resolvidas_pela_ia by encerradas.

Messages block

Messages created within the period. The team's internal notes are not included in any figure.

The difference between enviadas and the sum of pela_ia and pelos_atendentes is the automatic volume (flows, notices, campaigns, integrations).

Times block

Business hours

The three times count only what falls within business hours: the schedule of the conversation's department applies when it has one; otherwise, the general schedule. Overnight, a closed lunch break and weekends are not counted. With no schedule configured, the clock runs 24 hours. Example: with business hours from 08:00 to 18:00, a customer who writes at 19:50 and is served at 08:05 the next day counts as 5 minutes of waiting, not 12 hours. The full rule is in Times within business hours.

Waiting for reply excluded

When the agent marks the conversation as waiting for the customer's reply (for example, "restart the router and let me know"), the time until the customer comes back does not weigh on the service request's duration. Each waiting interval is excluded, also only for the part that falls within business hours. A wait still open at closing is excluded up to the closing.

Satisfaction block

It comes from the satisfaction survey sent at the end of the service request (when turned on in Settings), with a score from 1 to 5. See Satisfaction survey.

Response rate: respostas divided by pesquisas_enviadas.

Per department

por_departamento lists the departments that had service requests opened in the period, from highest to lowest volume. A department with no service requests in the period does not appear.

The department considered is the conversation's current one: a service request that started in Sales and was transferred to Support counts in Support.

Per agent

por_atendente lists the people who are assigned to service requests opened in the period, from whoever handled the most to whoever handled the least.

The service request counts for the current assignee. If the conversation was transferred from one person to another, it counts only for whoever ended up with it.

Department filter

With departamento_id, all figures consider only that department: conversations, messages, times, the per-department list (which ends up with a single row) and the per-agent volumes and durations consider the service requests currently in the department; satisfaction (overall and per agent) uses the department recorded in the survey.

To build a table with all departments side by side, call once without a filter (the company total) and once per department, with the ids from departamentos/listar. The Export monthly metrics recipe does this.

Best practices

• Close complete periods. For the historical series, query days, weeks or months that have already ended and store the result in your BI. The current month changes with every service request.
• Prefer several short calls to one long one. A whole year is accepted, but a monthly series (12 calls) gives more information and each call is lighter.
• Do not poll in a tight loop. The figures are calculated on the fly; one query every 5 or 15 minutes is enough for a live dashboard. Respect the key's quota (X-RateLimit-Remaining).
• Time zone. Dates without a time zone are read in the server's time zone (see servidor.fuso_horario in chave/info). When building the period from another time zone, send the date in ISO 8601 with an explicit time zone.
• Averages of averages. To combine periods, do not average the averages: weight them by volume (for example, duracao_media_seg times encerradas).

Errors

In addition to the errors common to the whole API, described in Errors:

{"ok": false, "error": "periodo_invalido", "maximo_dias": 366}