---
title: "Support Desk analytics"
method: GET
path: "/support/analytics"
---

# Support Desk analytics

`GET /support/analytics`

## Request

- Base URL: `https://api.web2wave.com/api`
- URL: `https://api.web2wave.com/api/support/analytics`
- Auth: API key in header `api_key`

The Analytics page of the Support Desk as data. The unit of work is an **inquiry**: a customer message that arrives while
nobody has answered yet (the first message of a conversation, or the first one after a reply). Its response time is the gap
to the next reply written by a person (automatic messages do not count). Muted senders and the demo conversation are excluded.

Every KPI comes with the value of the previous period of the same length. Reports are cached for an hour;
`refresh=1` rebuilds. Times use the project time zone. Range for `period=custom` is capped at 366 days and cannot end in the future.

## Query parameters

- `period` 'today' | '7d' | '30d' | '90d' | 'custom'
- `from` string, date
- `to` string, date
- `refresh` boolean

## Headers

- `api_key` string, required
- `X-Web2wave-Project-Id` string

## Response `200`

Report

- object
  - `success` boolean
  - `period_preset` string
  - `period` object
    - `from` string, date-time
    - `to` string, date-time: Exclusive
    - `to_inclusive_date` string, date
    - `timezone` string
    - `previous_from` string, date-time
    - `previous_to` string, date-time
  - `kpis` object: Each KPI is `{ value, previous, delta_pct }`. Times in minutes, rates in %.
    - `inbound` object: Messages from customers
    - `outbound` object: Replies by people
    - `customers` object: Customers who wrote
    - `new_customers` object: Conversations started in the period
    - `closed` object: Conversations closed in the period
    - `answer_rate` object: % of inquiries answered
    - `median_response` object: Median first response time, minutes
    - `p90_response` object: 90th percentile response time, minutes
    - `waiting` object: Inquiries still without an answer
  - `automated` integer: Automatic messages sent in the period
  - `closed_auto` integer: Conversations closed by automation
  - `bucket_unit` 'hour' | 'day': `hour` for ranges up to 48 h
  - `series` object[]: Messages per hour/day
    - `label` string
    - `date` string
    - `inbound` integer
    - `outbound` integer
  - `response_buckets` object[]: Inquiries by time to first answer: `lt15m`, `lt1h`, `lt4h`, `lt24h`, `gt24h`, `waiting`
    - `key` string
    - `label` string
    - `count` integer
  - `heatmap` array[]: 7 rows (Monday…Sunday) × 24 hours: customer messages
    - integer[]
  - `types` object[]: Conversations by request type
    - `key` string
    - `label` string
    - `conversations` integer
    - `share` number
    - `median_response` number, nullable
    - `waiting` integer
  - `type_series` object: Stacked chart data: `series`, `day`, `week`, `default`
  - `managers` object[]: Per person
    - `client_id` integer, nullable
    - `name` string
    - `replies` integer
    - `share` number
    - `conversations` integer
    - `first_replies` integer: Inquiries this person answered first
    - `median_response` number, nullable
    - `replies_per_conversation` number, nullable
    - `top_types` object[]
      - `label` string
      - `count` integer
    - `closed` integer
    - `open_now` integer: Open conversations assigned right now
  - `status_snapshot` object: Current backlog, not tied to the period
    - `unread` integer
    - `open` integer
    - `closed` integer
    - `unassigned` integer
  - `generated_at` string, date-time

## Other responses

- `403`: Support Desk is not enabled / not covered
- `422`: Invalid period or dates

## Changes

- **2026-11-03** `eb8b2d9124ac`: 1 info
  - endpoint added

[Operation history](https://skmtc.dev/web2wave/apis/web2wave-api/changes/support/analytics/get.md)

---

[API](https://skmtc.dev/web2wave/apis/web2wave-api.md) - [All operations](https://skmtc.dev/web2wave/apis/web2wave-api/llms.txt) - [OpenAPI document](https://skmtc.dev/web2wave/apis/web2wave-api/revisions/eb8b2d9124ac?raw)