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The Analytics API returns aggregated CS and ticket performance metrics for the company the API key belongs to. The company_id is derived from the key — you do not pass it in the request.

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Common use cases

  • Daily CS reporting — pull the previous day’s tickets, response times, and resolution times per agent.
  • Agent scorecards — filter by agentName to pull a single agent’s window.
  • Channel breakdown — narrow to a single channel via sources.

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Multi-company reporting

Each API key is scoped to one company. To build a report that spans multiple companies, iterate through each company’s key and call the endpoint once per company. Merge the results on your side.

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Scope

This endpoint requires an API key with analytics → READ scope. Create or update a key from Settings → Developer in the bitbybit dashboard.

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Filters

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Time format

Response times (first_response_time, avg_response_time, resolution_time) are formatted as HH:MM:SS for lossless representation. Convert to minutes/hours on your side if needed.

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AI agents

Rows where agent_type is "ai" (internal agent_id = -2) represent aggregated AI agent activity, not a specific human user.

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Example