Skip to main content
Docs
Feature Requests Onboarding Trust Center Status Page

Community

Destination Improvement: Drill down further into API data

Planned
Kriti Bansal User
We are using Fivetran to bring data from Freshchat APIs for below tables:
 
conversation_metrics
csat_metrics*
team_performance_metrics*
 
The data available lets us pull metrics only at freschat instance level, however, we are not able to narrow this data down by Group or Agent.
 
Upon checking with freshchat team they confirmed that it is possible if the API pull is done like below -
 
For example, you can add &group_by=group or &group_by=agent at the end of the endpoints to get the data. 
 
I used the group by Groups filter for the conversation metrics. 
 
{
   "metrics": [
       "conversation_metrics"
   ],
   "start": "2025-04-03T08:16:31.000Z",
   "end": "2025-04-03T13:31:18.000Z",
   "filters": {
       "metric_filters": []
   },
   "aggregator": "",
   "interval": "",
   "data": [
       {
           "groupings": [
               {
                   "key": "group",
                   "value": "null"
               }
           ],
           "series": [
               {
                   "values": []
               }
           ]
       },
       {
           "groupings": [
               {
                   "key": "group",
                   "value": "7ef5562f-f744-44c4-b88d-7490769f8b76"
               },
               {
                   "key": "group",
                   "value": "057e2e01-55cd-4e46-9583-f929588db2d3"
               },
               {
                   "key": "group",
                   "value": "ab11929d-7d9b-4f30-aaa3-ad50940af948"
               },
               {
                   "key": "group",
                   "value": "12037201-3446-4f3b-84a2-7cc0cec4bf9b"
               },
               {
                   "key": "group",
                   "value": "e3d7892a-6905-4319-a341-c7ba31bfdb2e"
               },
               {
                   "key": "group",
                   "value": "21775490-7ff9-4c1b-b67e-5ab1dd7abaa1"
               },
               {
                   "key": "group",
                   "value": "8f55f053-5f82-4535-9146-06bd27c0cb15"
               }
           ],
           "series": [
               {
                   "values": [
                       {
                           "key": "conversation_metrics.created_x_mins_ago_and_unassigned",
                           "value": "0"
                       },
                       {
                           "key": "conversation_metrics.assigned_x_mins_ago_and_not_replied_to",
                           "value": "0"
                       },
                       {
                           "key": "conversation_metrics.assigned_interactions",
                           "value": "9"
                       }
                   ]
               }
           ]
       }
   ]
}

You can also check for specific metrics like the response sent from the team performance set like below to give you the expected data. 
 
 
How can we use this in our connection? Do you have to build it or we can hit it directly?
 

Please sign in to leave a comment.

Comments

1 comment

Date Votes
  • Official comment
    Sisan Kumar Sahu Fivetranner

    Hi Kriti,

    Thank you for submitting your feature request regarding enhancements to the Freshchat connector.

    We appreciate the detailed context you've provided around the metrics tables—conversation_metrics, csat_metrics*, and team_performance_metrics*. We understand that while Fivetran currently syncs these metrics at the Freshchat instance level, your team needs the ability to further break down this data by Group or Agent.

    Based on your findings and confirmation from the Freshchat team, it appears this granularity is available by applying parameters such as &group_by=group or &group_by=agent to the respective API endpoints. Thank you for sharing the example using the group by Groups filter for conversation metrics—this is extremely helpful.

    We’re happy to share that this enhancement is planned and currently in progress. As we move forward, we may reach out with additional questions or if we encounter any blockers to ensure we’re delivering the functionality in a way that fully meets your needs. Once this update is released, we’ll notify you right away so you can begin taking advantage of the improved data granularity.

    Thank you again for your feedback and support - it plays an important role in shaping our roadmap.

    Best regards,
    Sisan