Messaging metrics events

This page documents webhook request payloads for Messaging metrics events. For an overview, see Webhook event types.

Detail object properties

For Messaging metrics events, the detail object contains the following properties:

• account_id
• metric

Event types

The following sections contain example payloads and event object properties for Live Messaging metrics event types.

Event type	Payload and properties
zen:event-type:messaging_live_metrics.active_assigned_all	Number of all active assigned conversations
zen:event-type:messaging_live_metrics.active_assigned_group	Number of active assigned conversations by group
zen:event-type:messaging_live_metrics.active_assigned_via_type	Number of active assigned conversations by via type
zen:event-type:messaging_live_metrics.active_in_queue_all	Number of all active in queue conversations
zen:event-type:messaging_live_metrics.active_in_queue_group	Number of active in queue conversations by group
zen:event-type:messaging_live_metrics.active_in_queue_via_type	Number of active in queue conversations by via type
zen:event-type:messaging_live_metrics.inactive_assigned_all	Number of all inactive assigned conversations
zen:event-type:messaging_live_metrics.inactive_assigned_group	Number of inactive assigned conversations by group
zen:event-type:messaging_live_metrics.inactive_assigned_via_type	Number of inactive assigned conversations by via type
zen:event-type:messaging_live_metrics.inactive_in_queue_all	Number of all inactive in queue conversations
zen:event-type:messaging_live_metrics.inactive_in_queue_group	Number of inactive in queue conversations by group
zen:event-type:messaging_live_metrics.inactive_in_queue_via_type	Number of inactive in queue conversations by via type
zen:event-type:messaging_live_metrics.average_time_in_queue_all	Average time in queue of all conversations
zen:event-type:messaging_live_metrics.average_time_in_queue_group	Average time in queue of conversations by group
zen:event-type:messaging_live_metrics.average_time_in_queue_via_type	Average time in queue of conversations by via type
zen:event-type:messaging_live_metrics.longest_time_in_queue_all	Longest time in queue of all conversations
zen:event-type:messaging_live_metrics.longest_time_in_queue_group	Longest time in queue of conversations by group
zen:event-type:messaging_live_metrics.longest_time_in_queue_via_type	Longest time in queue of conversations by via type
zen:event-type:messaging_live_metrics.average_requester_wait_time_all	Average Requester Wait Time of all conversations
zen:event-type:messaging_live_metrics.average_requester_wait_time_group	Average Requester Wait Time of conversations by group
zen:event-type:messaging_live_metrics.average_requester_wait_time_via_type	Average Requester Wait Time of conversations by via type
zen:event-type:messaging_live_metrics.longest_requester_wait_time_all	Longest Requester Wait Time of all conversations
zen:event-type:messaging_live_metrics.longest_requester_wait_time_group	Longest Requester Wait Time of conversations by group
zen:event-type:messaging_live_metrics.longest_requester_wait_time_via_type	Longest Requester Wait Time of conversations by via type
zen:event-type:messaging_live_metrics.average_handle_time_all	Average Handle Time of all conversations
zen:event-type:messaging_live_metrics.average_handle_time_group	Average Handle Time of conversations by group
zen:event-type:messaging_live_metrics.average_handle_time_via_type	Average Handle Time of conversations by via type
zen:event-type:messaging_live_metrics.longest_handle_time_all	Longest Handle Time of all conversations
zen:event-type:messaging_live_metrics.longest_handle_time_group	Longest Handle Time of conversations by group
zen:event-type:messaging_live_metrics.longest_handle_time_via_type	Longest Handle Time of conversations by via type
zen:event-type:messaging_live_metrics.average_concurrency_all	Average Concurrency across all conversations
zen:event-type:messaging_live_metrics.average_concurrency_group	Average Concurrency by group
zen:event-type:messaging_live_metrics.average_concurrency_via_type	Average Concurrency by via type

Number of all Active Assigned Conversations

Number of active assigned conversations in total across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "active_assigned"
 },
 "event": {
   "value":  "2"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:active_assigned:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.active_assigned_all",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active assigned conversations at the given timestamp

Number of Active Assigned Conversations by group

Number of active assigned conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "active_assigned"
 },
 "event": {
   "value":  "2",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:active_assigned:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.active_assigned_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active assigned conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Number of Active Assigned Conversations by via type

Number of active assigned conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "active_assigned"
 },
 "event": {
   "value":  "2",
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:active_assigned:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.active_assigned_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active assigned conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Number of all Active In Queue Conversations

Number of active in queue conversations in total across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "active_in_queue"
 },
 "event": {
   "value":  "2"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:active_in_queue:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.active_in_queue_all",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active in queue conversations at the given timestamp

Number of Active In Queue Conversations by group

Number of active in queue conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "active_in_queue"
 },
 "event": {
   "value":  "5",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:active_in_queue:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.active_in_queue_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active in queue conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Number of Active In Queue Conversations by via type

Number of active in queue conversations aggregated by via type.

{
   "account_id": "2",
   "detail": {
     "account_id": "2",
     "metric": "active_in_queue"
   },
   "event": {
     "value":  "5",
     "via_type": "NATIVE_MESSAGING"
   },
  "id": "01GX79ST1QX01C889XV42S2J5Z",
  "subject": "zen:messaging_live_metrics:active_in_queue:2:via_type",
  "time": “2024-04-03T23:55:58.642630335Z”,
  "type": "zen:event-type:messaging_live_metrics.active_in_queue_via_type",
  "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of active in queue conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Number of all Inactive Assigned Conversations

Number of inactive assigned conversations in total across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_assigned"
 },
 "event": {
   "value": "3"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_assigned:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_assigned_all",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive assigned conversations at the given timestamp

Number of Inactive Assigned Conversations by group

Number of inactive assigned conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_assigned"
 },
 "event": {
   "value": "3",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_assigned:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_assigned_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive assigned conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Number of Inactive Assigned Conversations by via type

Number of inactive assigned conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_assigned"
 },
 "event": {
   "value": "3",
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_assigned:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_assigned_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive assigned conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Number of all Inactive In Queue Conversations

Number of inactive in queue conversations in total across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_in_queue"
 },
 "event": {
   "value": "1"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_in_queue:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_in_queue_all",
 "zendesk_event_version": "2022-12-06"
 }

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive in queue conversations at the given timestamp

Number of Inactive In Queue Conversations by group

Number of inactive in queue conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_in_queue"
 },
 "event": {
   "value": "1",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_in_queue:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_in_queue_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive in queue conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Number of Inactive In Queue Conversations by via type

Number of inactive in queue conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "inactive_assigned"
 },
 "event": {
   "value": 3","
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:inactive_assigned:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.inactive_assigned_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Number of inactive in queue conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Average Time In Queue of all Conversations

Average time in queue (in seconds) of conversations in across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_time_in_queue"
 },
 "event": {
   "value":  20
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_time_in_queue:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_time_in_queue_all",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average time in queue of conversations at the given timestamp

Average Time In Queue of Conversations by group

Average time in queue (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_time_in_queue"
 },
 "event": {
   "value":  20,
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_time_in_queue:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_time_in_queue_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average time in queue of conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Average Time In Queue of Conversations by via type

Average time in queue (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_time_in_queue"
 },
 "event": {
   "value":  20,
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_time_in_queue:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_time_in_queue_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average time in queue of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Longest Time In Queue of all Conversations

Longest time in queue (in seconds) of conversations across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_time_in_queue"
 },
 "event": {
   "value":  "50"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_time_in_queue:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_time_in_queue_all",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest time in queue of conversations at the given timestamp

Longest Time In Queue of Conversations by group

Longest time in queue (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_time_in_queue"
 },
 "event": {
   "value":  "50",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_time_in_queue:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_time_in_queue_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest time in queue conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Longest Time In Queue of Conversations by via type

Longest time in queue (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_time_in_queue"
 },
 "event": {
   "value":  "50",
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_time_in_queue:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_time_in_queue_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest time in queue of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Average Requester Wait Time of all Conversations

Average requester wait time (in seconds) of conversations across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_requester_wait_time"
 },
 "event": {
   "value":  50
 }
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_requester_wait_time:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_requester_wait_time_all"
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average requester wait time of conversations at the given timestamp

Average Requester Wait Time of Conversations by group

Average requester wait time (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_requester_wait_time"
 },
 "event": {
   "value":  50,
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_requester_wait_time:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_requester_wait_time_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average requester wait time of conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Average Requester Wait Time of Conversations by via type

Average requester wait time (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_requester_wait_time"
 },
 "event": {
   "value":  50,
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_requester_wait_time:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
"type": "zen:event-type:messaging_live_metrics.average_requester_wait_time_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average requester wait time of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Longest Requester Wait Time of all conversations

Longest requester wait time (in seconds) of conversations across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_requester_wait_time"
 },
 "event": {
   "value":  "50"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_requester_wait_time:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_requester_wait_time_all"
 "zendesk_event_version": "2022-12-06"
 }

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest requester wait time of conversations at the given timestamp

Longest Requester Wait Time of Conversations by group

Longest requester wait time (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_requester_wait_time"
 },
 "event": {
   "value":  "50",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_requester_wait_time:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_requester_wait_time_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest requester wait time of conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Longest Requester Wait Time of Conversations by via type

Longest requester wait time (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_requester_wait_time"
 },
 "event": {
   "value":  "50",
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_requester_wait_time:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_requester_wait_time_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest requester wait time of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Average Handle Time of all conversations

Average handle time (in seconds) of conversations aggregated across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_handle_time"
 },
 "event": {
   "value":  50
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_handle_time:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_handle_time_all"
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average handle time of conversations at the given timestamp

Average Handle Time of Conversations by group

Average handle time (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_handle_time"
 },
 "event": {
   "value":  50,
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_handle_time:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_handle_time_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average handle time of conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Average Handle Time of Conversations by via type

Average handle time (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_handle_time"
 },
 "event": {
   "value":  50,
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_handle_time:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_handle_time_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average handle time of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Longest Handle Time of all conversations

Longest handle time (in seconds) of all conversations aggregated across all groups and via types.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_handle_time"
 },
 "event": {
   "value":  "50"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_handle_time:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_handle_time_all"
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest handle time of conversations at the given timestamp

Longest Handle Time of Conversations by group

Longest handle time (in seconds) of conversations aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_handle_time"
 },
 "event": {
   "value":  "50",
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_handle_time:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_handle_time_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest handle time of conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Longest Handle Time of Conversations by via type

Longest handle time (in seconds) of conversations aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "longest_handle_time"
 },
 "event": {
   "value":  "50",
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:longest_handle_time:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.longest_handle_time_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	integer	Longest handle time of conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric

Average Concurrency across all conversations

Average number of tickets assigned to online agents across all groups and via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_concurrency"
 },
 "event": {
   "value":  5
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_concurrency:2:all",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_concurrency_all"
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average concurrency of agents for conversations at the given timestamp

Average Concurrency by group

Average number of tickets assigned to online agents aggregated by group.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_concurrency"
 },
 "event": {
   "value":  3,
   "group_id": "101"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_concurrency:2:group",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_concurrency_group",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average concurrency of agents for conversations at the given timestamp
group_id	integer	Group id of conversations in this metric

Average Concurrency by via type

Average number of tickets assigned to online agents aggregated by via type.

{
 "account_id": "2",
 "detail": {
   "account_id": "2",
   "metric": "average_concurrency"
 },
 "event": {
   "value":  5,
   "via_type": "NATIVE_MESSAGING"
 },
 "id": "01GX79ST1QX01C889XV42S2J5Z",
 "subject": "zen:messaging_live_metrics:average_concurrency:2:via_type",
 "time": “2024-04-03T23:55:58.642630335Z”,
 "type": "zen:event-type:messaging_live_metrics.average_concurrency_via_type",
 "zendesk_event_version": "2022-12-06"
}

The event object contains the following properties.

Property	Data type	Description
value	double	Average concurrency of agents for conversations at the given timestamp
via_type	string	Messaging channel of conversations in this metric