Analytics & Reporting

Access conversation analytics, SLA compliance, CSAT trends, and AI insights via the Aurion API.

The Analytics API (v2) provides aggregated metrics and insights across your support operations — conversation volumes, SLA compliance, CSAT scores, and AI-generated insights.

Plan requirement: Professional plan or higher.

Conversation Overview

Get a high-level view of conversation metrics:

cURL

curl "https://apps.aurionai.net/api/v2/analytics/conversations/overview?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Python

import requests

response = requests.get(
    "https://apps.aurionai.net/api/v2/analytics/conversations/overview",
    headers={"X-API-Key": "ak_live_xxxx"},
    params={"start_date": "2026-03-01", "end_date": "2026-03-08"},
)
analytics = response.json()

TypeScript

const response = await fetch(
  "https://apps.aurionai.net/api/v2/analytics/conversations/overview?start_date=2026-03-01&end_date=2026-03-08",
  {
    headers: { "X-API-Key": "ak_live_xxxx" },
  }
);
const analytics = await response.json();

Response:

{
  "period": {"start": "2026-03-01", "end": "2026-03-08"},
  "total_conversations": 285,
  "open": 42,
  "resolved": 210,
  "pending": 33,
  "average_first_response_minutes": 12.5,
  "average_resolution_hours": 4.2,
  "channels": {
    "email": 145,
    "chat": 80,
    "voice": 35,
    "whatsapp": 25
  }
}

SLA Compliance

curl "https://apps.aurionai.net/api/v2/analytics/conversations/sla-compliance?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "overall_compliance": 94.2,
  "first_response_compliance": 96.5,
  "resolution_compliance": 91.8,
  "by_priority": {
    "urgent": {"compliance": 88.0, "total": 25, "breached": 3},
    "high": {"compliance": 92.0, "total": 50, "breached": 4},
    "medium": {"compliance": 96.0, "total": 150, "breached": 6},
    "low": {"compliance": 98.0, "total": 60, "breached": 1}
  }
}

CSAT Analytics

curl "https://apps.aurionai.net/api/v2/analytics/conversations/csat?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

AI Insights

Get AI-generated insights from conversation patterns:

curl "https://apps.aurionai.net/api/v2/analytics/conversations/insights?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "insights": [
    {
      "type": "trending_topic",
      "title": "VPN connectivity issues spike",
      "description": "35% increase in VPN-related tickets compared to last week",
      "severity": "medium",
      "affected_count": 42
    },
    {
      "type": "resolution_pattern",
      "title": "Password reset automation opportunity",
      "description": "68% of password reset tickets follow the same resolution path",
      "severity": "low",
      "affected_count": 28
    }
  ]
}

Unified Overview

Cross-product analytics combining voice agent, CS helpdesk, and knowledge base metrics:

curl "https://apps.aurionai.net/api/v2/analytics/unified-overview?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Aggregation Health

Check the data pipeline health to ensure analytics data is up to date:

curl "https://apps.aurionai.net/api/v2/analytics/conversations/aggregation-health" \
  -H "X-API-Key: ak_live_xxxx"

Query Parameters

All analytics endpoints accept:

Parameter	Type	Description
`start_date`	string	Start of date range (ISO 8601)
`end_date`	string	End of date range (ISO 8601)
`policy_id`	string	Filter by SLA policy (SLA endpoints only)
`granularity`	string	`day`, `week`, `month` (trends endpoint only)

Voice Call Analytics (v1)

The v1 analytics endpoints provide metrics specific to voice call operations.

Call Metrics

curl "https://apps.aurionai.net/api/v1/analytics/call-metrics?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "total_calls": 156,
  "average_duration_seconds": 245,
  "calls_by_outcome": {
    "resolved": 98,
    "escalated": 32,
    "abandoned": 26
  },
  "average_wait_seconds": 8.3
}

Resolution Rates

curl "https://apps.aurionai.net/api/v1/analytics/resolution-rates?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Usage Patterns

curl "https://apps.aurionai.net/api/v1/analytics/usage-patterns?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Phone Number Search

Search call records by phone number. Rate-limited to 10 requests per minute. All searches are audit-logged.

curl "https://apps.aurionai.net/api/v1/analytics/search?phone=%2B33612345678&start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Export Analytics

Create an export of analytics data:

curl -X POST "https://apps.aurionai.net/api/v1/analytics/export" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "start_date": "2026-03-01",
    "end_date": "2026-03-08",
    "format": "csv"
  }'

Response:

{
  "export_id": "exp_abc123",
  "status": "processing",
  "format": "csv"
}

List recent exports:

curl "https://apps.aurionai.net/api/v1/analytics/exports" \
  -H "X-API-Key: ak_live_xxxx"

Download a completed export:

curl "https://apps.aurionai.net/api/v1/analytics/export/{export_id}/download" \
  -H "X-API-Key: ak_live_xxxx" \
  -o export.csv

SLA Management — SLA policies and compliance tracking
CSAT Surveys — CSAT survey data and response rates
Usage & Billing — Resource usage metrics
Conversations — Conversation data powering analytics
Calls & Recordings — Voice call data and transcripts

Required Scopes

Scope	Endpoints
`analytics:read`	All v1 and v2 analytics GET endpoints
`analytics:write`	`POST /export`

Analytics & Reporting

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