> ## Documentation Index
> Fetch the complete documentation index at: https://docs.telzino.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Get Metrics
> Returns usage metrics including call volume, resolution rates, hourly distribution, and per-agent performance
## Query Parameters
Start of the date range in ISO 8601 format (e.g., `2025-01-01T00:00:00.000Z`)
End of the date range in ISO 8601 format (e.g., `2025-12-31T23:59:59.000Z`)
Filter metrics by organization ID (UUID format). If omitted, returns metrics across all accessible organizations.
Filter metrics by reseller ID (UUID format). Returns the same metrics fields, structure, and data types as the organization response, aggregated across all organizations under that reseller.
```bash cURL theme={null}
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN"
# Filter by organization
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&organizationId=123e4567-e89b-12d3-a456-426614174000" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN"
# Filter by reseller
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&resellerId=123e4567-e89b-12d3-a456-426614174999" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN"
```
```javascript JavaScript theme={null}
const params = new URLSearchParams({
startDate: '2025-01-01T00:00:00.000Z',
endDate: '2025-12-31T23:59:59.000Z',
resellerId: '123e4567-e89b-12d3-a456-426614174999'
});
const response = await fetch(`https://api.telzino.com/v1/metrics?${params}`, {
headers: { 'Authorization': 'Bearer YOUR_ACCESS_TOKEN' }
});
const { data } = await response.json();
console.log(data.metrics.totalCalls);
```
```python Python theme={null}
import requests
response = requests.get(
'https://api.telzino.com/v1/metrics',
params={
'startDate': '2025-01-01T00:00:00.000Z',
'endDate': '2025-12-31T23:59:59.000Z',
'resellerId': '123e4567-e89b-12d3-a456-426614174999'
},
headers={'Authorization': 'Bearer YOUR_ACCESS_TOKEN'}
)
metrics = response.json()['data']
```
```json 200 theme={null}
{
"data": {
"metrics": {
"totalCalls": 1250,
"totalMinutes": 3420.5,
"resolutionRate": 78,
"avgDuration": 164,
"activeAgents": 12,
"responseTime": 842,
"sentimentPercent": 71,
"escalationRate": 12
},
"dailyVolume": [
{ "date": "2024-01-01", "totalCalls": 45, "resolvedCalls": 35 }
],
"resolutionBreakdown": {
"resolved": 975,
"transferred": 150,
"abandoned": 75,
"other": 50
},
"hourlyDistribution": [
{ "hour": "09:00", "calls": 120, "minutes": 320 }
],
"agentPerformance": [
{
"agentId": "123e4567-e89b-12d3-a456-426614174000",
"agentName": "Customer Support Agent",
"totalCalls": 450,
"resolved": 360,
"transferred": 50,
"abandoned": 25,
"other": 15,
"resolvedPercent": 80,
"transferredPercent": 11,
"abandonedPercent": 6,
"otherPercent": 3,
"avgDuration": 158,
"sentimentPercent": 74,
"status": "active"
}
],
"aiInsights": {
"intentAccuracy": 87,
"contextRetention": 62,
"speechRecognition": 94,
"entityExtraction": 91,
"responseLatency": 842,
"trainingSessions": 1250
},
"escalationReasons": [
{
"reason": "billing dispute",
"count": 45,
"percentOfTotal": 30,
"avgTimeBeforeEscalation": 124
},
{
"reason": "technical issue requiring specialist",
"count": 38,
"percentOfTotal": 25,
"avgTimeBeforeEscalation": 98
}
]
}
}
```
```json 401 theme={null}
{
"error": "invalid_token",
"error_description": "Missing or invalid authorization token"
}
```
## Response Fields
### `metrics`
| Field | Type | Description |
| ------------------ | -------------- | ---------------------------------------------------------------------------------------- |
| `totalCalls` | number | Total number of calls in the date range |
| `totalMinutes` | number | Total call minutes |
| `resolutionRate` | number | Percentage of calls resolved (0–100) |
| `avgDuration` | number | Average call duration in seconds |
| `activeAgents` | number | Number of agents that handled calls |
| `responseTime` | number \| null | Average LLM time-to-first-token in milliseconds. `null` if telemetry data is unavailable |
| `sentimentPercent` | number \| null | Percentage of calls with Positive sentiment (0–100). `null` if no sentiment data |
| `escalationRate` | number \| null | Percentage of calls transferred or escalated (0–100) |
### `dailyVolume`
Array of daily call counts:
| Field | Type | Description |
| --------------- | ------ | --------------------------- |
| `date` | string | Date in `YYYY-MM-DD` format |
| `totalCalls` | number | Total calls on this date |
| `resolvedCalls` | number | Calls resolved on this date |
### `hourlyDistribution`
Array of 24 entries (one per hour of the day):
| Field | Type | Description |
| --------- | ------ | ---------------------------------------- |
| `hour` | string | Hour in `HH:00` format (e.g., `"09:00"`) |
| `calls` | number | Number of calls during this hour |
| `minutes` | number | Total minutes during this hour |
### `resolutionBreakdown`
| Field | Type | Description |
| ------------- | ------ | ---------------------------------------- |
| `resolved` | number | Calls successfully resolved by the agent |
| `transferred` | number | Calls transferred to a human |
| `abandoned` | number | Calls abandoned by the caller |
| `other` | number | Calls with other outcomes |
### `agentPerformance`
Array of per-agent metrics:
| Field | Type | Description |
| -------------------- | -------------- | ----------------------------------------------------------------------------------------------- |
| `agentId` | string | Agent UUID |
| `agentName` | string | Agent display name |
| `totalCalls` | number | Total calls handled |
| `resolved` | number | Calls resolved |
| `transferred` | number | Calls transferred |
| `abandoned` | number | Calls abandoned |
| `other` | number | Other outcomes |
| `resolvedPercent` | number | Percentage resolved |
| `transferredPercent` | number | Percentage transferred |
| `abandonedPercent` | number | Percentage abandoned |
| `otherPercent` | number | Percentage other |
| `avgDuration` | number | Average call duration in seconds for this agent |
| `sentimentPercent` | number \| null | Percentage of positive-sentiment calls for this agent. `null` if no sentiment data |
| `status` | string | Agent status: `active`, `inactive`, `cancelled`, `pending`, or `deleted` (hard-deleted from DB) |
### `aiInsights`
AI model quality and operational metrics for the period:
| Field | Type | Description |
| ------------------- | -------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `intentAccuracy` | number \| null | Percentage of calls where the agent required zero user corrections (0–100). `null` if no correction data |
| `contextRetention` | number \| null | Average ratio of cached LLM tokens to total tokens, as a percentage (0–100). Measures how effectively conversation context is preserved. `null` if telemetry unavailable |
| `speechRecognition` | number \| null | Average STT transcript confidence score as a percentage (0–100). `null` if telemetry unavailable |
| `entityExtraction` | number \| null | Percentage of AI function tool calls that completed without error (0–100). `null` if telemetry unavailable |
| `responseLatency` | number \| null | Average LLM time-to-first-token in milliseconds. Same source as `metrics.responseTime`. `null` if telemetry unavailable |
| `trainingSessions` | number | Total number of call sessions in the date range |
### `escalationReasons`
Array of reasons why calls were transferred or escalated, sorted by count descending. Empty array if no escalated calls have a recorded reason.
| Field | Type | Description |
| ------------------------- | ------ | ------------------------------------------------------------------------------------------------ |
| `reason` | string | AI-extracted reason phrase (e.g., `"billing dispute"`, `"technical issue requiring specialist"`) |
| `count` | number | Number of calls with this reason |
| `percentOfTotal` | number | Percentage of all escalated calls with this reason (0–100) |
| `avgTimeBeforeEscalation` | number | Average call duration in seconds before escalation occurred |