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Operational Reports & Built-in Metrics

Salamandr provides real-time operational reports to help team leads and support managers track daily queue volume, agent throughput, and SLA compliance.

1. Core Operational Metric Groups

Section titled “1. Core Operational Metric Groups”

The reporting engine groups built-in presets into four operational categories:

A. Queue Health

Section titled “A. Queue Health”
  • Backlog Trend (backlog_open): Daily snapshot of open and pending tickets over 90 days.
  • Net Flow (net_backlog_change): Created vs. resolved delta indicating whether the queue is growing or shrinking.
  • Open Tickets by Agent (tickets_open → agent): Workload distribution across staff.
  • Overdue Tickets by Team (tickets_overdue → team): Unresolved tickets that exceeded SLA targets.
  • Median Open Age (median_open_age_seconds → priority): Identifies stale tickets lingering in the queue.

B. Staff Productivity

Section titled “B. Staff Productivity”
  • Resolved by Agent (tickets_resolved → agent): Total tickets resolved per staff member with period comparison.
  • First Response Time (median_first_response_seconds → agent): Speed to first public reply.
  • Logged Hours & Billable Time (logged_hours, billable_hours): Total hours recorded by agents and billed to organizations.
  • Touches per Ticket (touches_per_ticket → team): Number of agent interactions required before resolution.

C. Quality & SLA Commitments

Section titled “C. Quality & SLA Commitments”
  • SLA Resolution Compliance (sla_compliance_pct): Percentage of tickets resolved within SLA target windows.
  • First Response Compliance (first_response_compliance_pct): Percentage of tickets meeting first-reply commitments.
  • Reopen Rate (reopen_rate_pct): Percentage of resolved tickets reopened by subsequent customer replies.
  • First Contact Resolution (first_contact_resolution_pct): Tickets resolved in a single customer-agent interaction.
  • CSAT Satisfaction Average (csat_avg): Average rating score from 1 to 5 stars.

D. Inbound Demand

Section titled “D. Inbound Demand”
  • Volume by Channel (tickets_created → channel): Breakdown across WhatsApp, Email, Telegram, Live Chat, and Webforms.
  • Arrival Heatmap (tickets_created → hour_of_week): Hourly traffic density grid mapping peak arrival periods.
  • Volume by Tag / Type (tickets_created → tag, type): Distribution of inquiries across technical categories.

2. Personal Agent Dashboard (GET /reports/me)

Section titled “2. Personal Agent Dashboard (GET /reports/me)”

Every staff agent can view their own personal performance summary without requiring Enterprise permissions:

  • Tickets resolved today and this week.
  • Average personal first response time.
  • Assigned open ticket count and personal CSAT rating.

3. REST API Reference

Section titled “3. REST API Reference”

Get Aggregate Metrics Overview

Section titled “Get Aggregate Metrics Overview”
GET /api/v1/reports/overview?from=2026-08-01T00:00:00Z&to=2026-08-23T23:59:59Z&tz=Europe/Madrid
Authorization: Bearer <API_TOKEN>

List Reporting Presets Catalog

Section titled “List Reporting Presets Catalog”
GET /api/v1/reports/catalog
Authorization: Bearer <API_TOKEN>