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Analytics + reporting

Nightly rollup

A scheduler task writes one document per UTC day into analytics_daily with ticket volume, first-response + resolution medians and p90s, SLA compliance. Dashboards + digests query the rollup collection instead of the raw tickets scan.

Weekly digest

Enable FEATURE_ANALYTICS_DIGEST=true — every 7 days the bot posts into the admin topic (or DIGEST_TOPIC_ID if set):

  • Total tickets across the window
  • SLA compliance percentage (% met)
  • Median first-response average (weighted)
  • Median resolution average (weighted)
  • Top 3 projects + teams by volume

Exports

/export csv 30    # tickets of the last 30 days, CSV attachment
/export json 30   # same content as a JSON document

Columns are stable (COLUMNS in xtv_support.services.analytics.exporter) so third-party dashboards can consume them directly.

REST access

GET /api/v1/analytics/summary?days=7

Requires the analytics:read scope on the API key.