Partner Analytics - Open.cx Docs

Partner Analytics lets the partner admin org report across every customer org connected to the partner account — volume, automation rate, CSAT, handoff reasons, SLA — network-wide and per customer, and answer customer-health questions (who is inactive, who hasn’t finished setup, who is new, which channels each customer uses) without opening each org one at a time. It is available anywhere OpenCX analytics already run: Companion (ask a question or have it build a dashboard) and the public API.

Who can use it

Only members of your partner admin org — the same org that has the Partner Admin Console — with the reports permission. Every other org gets 403 Forbidden from the partner analytics endpoints; a customer org can never read another customer’s data. The scope is exactly the console’s Connected Orgs list: every org linked to your partner account that has not been deleted. A newly connected org appears on the next query; a removed one drops out.

Ask Companion

Open Companion from your partner admin org and ask in plain language. Companion knows this org administers a partner and picks the right scope:

“Which of our customers had the most sessions this month?”
“What’s the automation rate per connected org over the last 30 days?”
“Which of our clients have the most handoffs, and why?”
“Which customers are inactive, and who hasn’t set up AI yet?”
“Which clients have the most booking links shared?”
“What are the top contact reasons across the network?”
“Tell me about Sea Rocket — how are they doing?”
“Build me a dashboard of session volume, resolution rate and CSAT across all connected orgs, with a filter on our rank-1 tag.”

Answers name your orgs (never raw ids). Ask for a dashboard and Companion builds a Mini App you can reopen and share from Apps — the same Mini Apps used for org-scoped reporting, now over the partner network.

Companion answering a partner-wide question: automation rate per connected org, named

A published partner network dashboard mini app: roll-up tiles, tag filter and a ranked per-org table

A partner mini app tracking AI booking-link sharing across connected orgs

Companion answering a customer question: repeat-customer rate and languages per client, named

Booking-link performance dashboard: ranked clients with a per-client weekly drill-down

Companion distinguishes “this org’s own support desk” from “the partner network”. If a question could mean either, it asks once rather than guessing.

Public API

Three endpoints, authenticated with an org-level API key of the partner admin org holding the reports:read scope (not a Partner API key).

List connected orgs

GET /partner-analytics/orgs — the roster and the org dimension for every partner query.

{
  "partner": { "id": "…", "name": "FareHarbor" },
  "data": [
    { "id": "…", "name": "Alpha Boats", "external_id": "alpha", "tags": ["rank-1"], "created_at": "2026-05-01T00:00:00.000Z" }
  ],
  "total": 1
}

external_id is the reference you supplied when provisioning the org; tags are your partner-private labels from the console.

Search connected orgs with health signals

GET /partner-analytics/orgs/search — the customer directory the Partner Admin console shows, paginated (limit ≤ 100, offset; total is the filtered count). Filter with q (name or external_id), status, tags, channels (comma-separated — tags match any, channels match all), has_ai and has_actions (true/false); sort with sort_by (created_at, name, members, data_sources, sessions_30d, total_sessions, last_session_at) and sort_dir.

{
  "partner": { "id": "…", "name": "FareHarbor" },
  "data": [
    {
      "id": "…", "name": "Alpha Boats", "external_id": "alpha", "website": null, "logo_url": null,
      "created_at": "2026-05-01T00:00:00.000Z", "tags": ["rank-1"],
      "health": {
        "status": "healthy", "members": 3, "data_sources": 12, "has_ai_training": true, "has_actions": true,
        "sessions_30d": 418, "total_sessions": 5120, "last_session_at": "2026-08-17T09:12:44.000Z"
      },
      "channels": { "chat": true, "email": true, "whatsapp": false, "voice": false }
    }
  ],
  "total": 1, "limit": 50, "offset": 0
}

health.status is new (connected less than 7 days ago, no sessions yet), setup_incomplete (no knowledge sources and no actions), inactive (no session in the last 30 days) or healthy.

Run a partner-wide analytics query

POST /partner-analytics/query — a single read-only SELECT over the partner-scoped analytics views. Same request and response contract as the org-scoped POST /reports/analytics.

{
  "sql": "SELECT org_id, count() AS sessions, round(100.0 * countIf(ai_status IN ('resolved','assumed_resolved')) / nullIf(count(), 0), 1) AS ai_resolved_pct FROM report_partner_sessions WHERE created_at >= now() - INTERVAL 30 DAY GROUP BY org_id ORDER BY sessions DESC",
  "parameters": []
}

The views are report_partner_sessions, report_partner_messages, report_partner_session_metrics, report_partner_session_tags, report_partner_csat, report_partner_sla, report_partner_handoff_reason_categories, report_partner_handoff_reasons, report_partner_resource_usage, report_partner_contacts, report_partner_contact_reasons and report_partner_contact_reason_runs — the same columns as the org report_* views, plus an org_id column. Join org_id to the roster above to name orgs. report_partner_messages includes the full message text, so link and keyword analysis (“booking links shared per customer”) works network-wide, and the contact views cover your customers’ end users and their contact reasons.

Read-only, scoped server-side to your connected orgs; results are capped at 500 rows (truncated: true when more existed).
The org report_* views are not reachable from this endpoint, and the report_partner_* views are not reachable from /reports/analytics.
A query that runs past the time limit fails with 400, and repeating the exact same query returns that error for about 15 seconds before it runs again. When an identical query is already running, a second request waits for its result; if it is still running after about a minute, the request returns 503 — retry shortly. Narrow the date range or simplify the query if it keeps timing out.

Partner Admin Console

The Connected Orgs list that defines the analytics scope.

Partner API Reference

Provisioning orgs, keys, and login links.

​Who can use it

​Ask Companion

​Public API

​List connected orgs

​Search connected orgs with health signals

​Run a partner-wide analytics query

​Related

Partner Admin Console

Partner API Reference

Who can use it

Ask Companion

Public API

List connected orgs

Search connected orgs with health signals

Run a partner-wide analytics query

Related