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GET
/
analytics
/
agents
/
{agent_id}
/
performance
curl -X GET "https://api.avoca.ai/v1/analytics/agents/asst_abc123/performance?start_date=2024-01-01&end_date=2024-01-31" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Workspace-ID: YOUR_WORKSPACE_ID"

{
  "data": {
    "agent": {
      "id": "asst_abc123",
      "name": "Emily (AI Assistant)",
      "type": "ai",
      "created_date": "2023-10-15"
    },
    "metrics": {
      "calls_handled": 892,
      "average_handle_time": 145,
      "first_call_resolution": 0.87,
      "booking_conversion": 0.48,
      "customer_satisfaction": 4.6,
      "adherence_score": 0.94,
      "transfer_rate": 0.06,
      "hold_time": 0
    },
    "evaluation_categories": [
      {
        "category": "Greeting & Introduction",
        "score": 0.98,
        "weight": 0.15,
        "feedback": "Excellent, maintains consistent friendly tone"
      },
      {
        "category": "Needs Assessment",
        "score": 0.92,
        "weight": 0.25,
        "feedback": "Good probing questions, could gather more details on urgency"
      },
      {
        "category": "Solution Offering",
        "score": 0.90,
        "weight": 0.20,
        "feedback": "Clear explanations, occasionally misses upsell opportunities"
      },
      {
        "category": "Scheduling & Booking",
        "score": 0.89,
        "weight": 0.25,
        "feedback": "Efficient booking process, improve handling of complex schedules"
      },
      {
        "category": "Closing & Confirmation",
        "score": 0.95,
        "weight": 0.15,
        "feedback": "Strong closing, always confirms details"
      }
    ],
    "strengths": [
      "Consistent friendly demeanor",
      "High first-call resolution rate",
      "Excellent adherence to scripts",
      "Low transfer rate"
    ],
    "improvement_areas": [
      "Handling multi-service requests",
      "Identifying emergency situations faster",
      "Upselling complementary services"
    ],
    "comparison": {
      "calls_handled_change": 0.15,
      "booking_conversion_change": 0.03,
      "satisfaction_change": 0.1
    },
    "sample_interactions": [
      {
        "call_id": "call_sample_123",
        "date": "2024-01-28",
        "duration": 156,
        "outcome": "appointment_scheduled",
        "score": 0.95,
        "highlights": [
          "Quickly identified water heater issue",
          "Offered same-day emergency service",
          "Confirmed all details accurately"
        ]
      }
    ],
    "training_recommendations": [
      "Add more emergency scenario training data",
      "Implement dynamic pricing awareness for peak times",
      "Enhance multi-service booking capabilities"
    ]
  },
  "meta": {
    "request_id": "req_stu901",
    "timestamp": "2024-02-01T10:00:00Z"
  }
}
Coming Soon - Track and analyze the performance of your AI assistants and human agents. This endpoint will provide detailed metrics on call handling, customer satisfaction, and adherence to best practices.

​
Request

​
agent_id
string
required
Agent identifier. Use all for aggregate metrics across all agents.
​
start_date
string
required
Start date for performance period (YYYY-MM-DD)
​
end_date
string
required
End date for performance period (YYYY-MM-DD)
​
comparison_period
boolean
default:"false"
Include comparison with previous period
​
include_transcripts
boolean
default:"false"
Include sample call transcripts for quality review
​
metric_type
string
Filter specific metrics:
  • all - All metrics (default)
  • efficiency - Call handling efficiency
  • quality - Quality scores
  • outcomes - Business outcomes

​
Response

​
agent
object
Agent information
​
metrics
object
Performance metrics
​
evaluation_categories
array
Detailed scoring by category
​
strengths
array
Top performing areas
​
improvement_areas
array
Areas needing improvement
​
comparison
object
Comparison with previous period
​
sample_interactions
array
Sample call transcripts (if requested)
​
training_recommendations
array
Suggested training or configuration changes
curl -X GET "https://api.avoca.ai/v1/analytics/agents/asst_abc123/performance?start_date=2024-01-01&end_date=2024-01-31" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Workspace-ID: YOUR_WORKSPACE_ID"

{
  "data": {
    "agent": {
      "id": "asst_abc123",
      "name": "Emily (AI Assistant)",
      "type": "ai",
      "created_date": "2023-10-15"
    },
    "metrics": {
      "calls_handled": 892,
      "average_handle_time": 145,
      "first_call_resolution": 0.87,
      "booking_conversion": 0.48,
      "customer_satisfaction": 4.6,
      "adherence_score": 0.94,
      "transfer_rate": 0.06,
      "hold_time": 0
    },
    "evaluation_categories": [
      {
        "category": "Greeting & Introduction",
        "score": 0.98,
        "weight": 0.15,
        "feedback": "Excellent, maintains consistent friendly tone"
      },
      {
        "category": "Needs Assessment",
        "score": 0.92,
        "weight": 0.25,
        "feedback": "Good probing questions, could gather more details on urgency"
      },
      {
        "category": "Solution Offering",
        "score": 0.90,
        "weight": 0.20,
        "feedback": "Clear explanations, occasionally misses upsell opportunities"
      },
      {
        "category": "Scheduling & Booking",
        "score": 0.89,
        "weight": 0.25,
        "feedback": "Efficient booking process, improve handling of complex schedules"
      },
      {
        "category": "Closing & Confirmation",
        "score": 0.95,
        "weight": 0.15,
        "feedback": "Strong closing, always confirms details"
      }
    ],
    "strengths": [
      "Consistent friendly demeanor",
      "High first-call resolution rate",
      "Excellent adherence to scripts",
      "Low transfer rate"
    ],
    "improvement_areas": [
      "Handling multi-service requests",
      "Identifying emergency situations faster",
      "Upselling complementary services"
    ],
    "comparison": {
      "calls_handled_change": 0.15,
      "booking_conversion_change": 0.03,
      "satisfaction_change": 0.1
    },
    "sample_interactions": [
      {
        "call_id": "call_sample_123",
        "date": "2024-01-28",
        "duration": 156,
        "outcome": "appointment_scheduled",
        "score": 0.95,
        "highlights": [
          "Quickly identified water heater issue",
          "Offered same-day emergency service",
          "Confirmed all details accurately"
        ]
      }
    ],
    "training_recommendations": [
      "Add more emergency scenario training data",
      "Implement dynamic pricing awareness for peak times",
      "Enhance multi-service booking capabilities"
    ]
  },
  "meta": {
    "request_id": "req_stu901",
    "timestamp": "2024-02-01T10:00:00Z"
  }
}