Reports — Endpoints & Query Parameters

Base URL: /ou/{orgId}/contacts Each KPI card has an "Open these contacts in a new tab" link that reveals the exact parameters.

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0. Date Picker & Query Parameters

The period selection changes createdAtFrom and createdAtTo across ALL endpoints:

Period	createdAtFrom	createdAtTo
Today	Today T{tzOffset}:00:00.000Z	Today+2 T{tzOffset-1}:59:59.999Z
7d	Today-7 T{tzOffset}:00:00.000Z	Today+1 T{tzOffset-1}:59:59.999Z
30d	Today-30 T{tzOffset}:00:00.000Z	Today+1 T{tzOffset-1}:59:59.999Z
90d	Today-90 T{tzOffset}:00:00.000Z	Today+1 T{tzOffset-1}:59:59.999Z
Specific dates	Start date T{tzOffset}:00:00.000Z	End date+1 T{tzOffset-1}:59:59.999Z

{tzOffset} = the workspace's time zone offset (e.g., 03 for UTC-3). The date picker changes ONLY createdAtFrom/createdAtTo — all other parameters are fixed per KPI.

Real example (7d, UTC-3):createdAtFrom=2026-07-09T03:00:00.000Z&createdAtTo=2026-07-17T02:59:59.999Z

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1. Pipelines Dashboard (/reports/pipelines)

1.1 Conversations (from=overview.conversations)

What it measures: Total conversations in the period, split into In progress (Open) and Closed. Query: contacts?createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.conversations

1.2 Contacts (from=overview.contacts)

What it measures: Unique contacts with conversations in the period. Unlike Conversations, counts each contact only once. Query: contacts?createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.contacts

1.3 Human Transfer Rate (from=overview.humanTransfer)

What it measures: % of conversations transferred to a human (escalated OR qualified). Query: contacts?forwardedType=escalated,qualified&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.humanTransfer

1.4 Qualified (from=overview.qualified)

What it measures: Subset of transfers — only the qualified ones (leads with real interest), without the escalated ones. Query: contacts?forwardedType=qualified&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.qualified

1.5 Goal Achieved (from=overview.goalAchieved)

What it measures: Conversations that reached the final stages of the pipeline (e.g., sale closed). Query: contacts?pipelineStage={stageIds}&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.goalAchievedFixed: pipelineStage={stageIds} — IDs of the stages considered a "goal".

1.6 Automated Messages (from=overview.followups)

What it measures: Automated follow-ups sent and how many received a reply from the lead. Query: contacts?hasAutomatedMessage=1&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.followupsFixed: hasAutomatedMessage=1

1.7 Conversations 24h

What it measures: Total inbound/outbound in the last 24h. Does NOT use the date picker — always the last 24h.

Conversation Funnel

Stages: Total → Goal Achieved → Not Transferred → Human Transfer → Qualified → Escalated

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2. Team Performance (/reports/team)

KPI	Description
Assigned to the team	Conversations assigned in the period
To resolve	Awaiting team action
Resolved	Completed
First response time (24/7)	Average in minutes
Average response time (24/7)	Average in minutes

Members Table

Column	Description
Member	Name
Schedule	E.g., 09:00-18:00 (weekdays)
Assigned / To resolve / Resolved / Worked	Counts
Templates	Templates used
After hrs.	Interactions outside working hours
1st resp. / Avg. resp. / Resolution	Times

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3. Channels (/reports/channels)

KPI Card	from=	Additional Params
Conversations across channels	channels.conversations	channel={channelId}
Contacts	channels.contacts	channel={channelId}
Human Transfers	channels.humanTransfer	forwardedType=escalated,qualified&channel={channelId}
Qualified	channels.qualified	forwardedType=qualified&channel={channelId}
Goal Achieved	channels.goalAchieved	pipelineStage={stageIds}&channel={channelId}
Automated Msgs	channels.followups	hasAutomatedMessage=1&channel={channelId}

Metrics by Channel

Metric	Description
Conversations	Total
Not transferred	No handoff
Human transfers	Handoffs
Msgs Sent	Outbound
Msgs Received	Inbound

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4. AI Quality (/reports/audit)

KPI	Description
Audited Conversations	Total reviewed
Completion Rate	% completed
Non-Audited Conversations	Pending

Performance by Variable (Rating 1-5★)

Variable	Description
Correct Information	Factual accuracy
User Journey	Alignment with the flow
AI Tone and Style	Tone quality

Audit Table

Column	Description
Customer	ID/phone
Auditor	AI or human
Audit Date	Timestamp
Correct Information	1-5★
User Journey	1-5★
AI Tone and Style	1-5★
Comments	Detailed observations

Grounding (Corrected Messages)

KPI	Target
Corrected messages	—
Total AI messages	—
Correction rate	< 10%

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5. Query Parameters Summary

Param	Type	Values	Used in
createdAtFrom	ISO 8601	{ISO}	All
createdAtTo	ISO 8601	{ISO}	All
from	string	overview.* / channels.*	All
forwardedType	string	escalated, qualified	humanTransfer, qualified
pipelineStage	CSV	{stageId1},{stageId2}	goalAchieved
hasAutomatedMessage	1	1	followups
channel	int	{channelId}	Channels report