Metrics API Release Notes

The following sections list every released version of Metrics API, newest first. Each section comes from the monthly OCP® Release Notes page named in its Released line.

Metrics API v4.0.0

Released: November 2025

Updated Components

• Metrics API v4.0.0

• Export Service v1.10

• Insights UI v1.23.0

Added

• Agent Assist Integration in Monitor 

• Export Service Subscription Update 

• Billing Integration 

• Filtering in Insights UI Between Group and Exports 

• Minor Updates in Optimise IQ 

• Support Backend for Metrics

Metrics API 3.5.0

Released: September 2026

New Features

• Admin-Level Access Controls for Groups and Aggregations Data - Administrators can now retrieve group and aggregation data under admin-level permissions, keeping sensitive metrics access properly separated from standard user access while returning the same familiar data you already rely on.

Metrics API 3.4.4

Released: June 2026

Overview

Metrics API 3.4.4 focuses on two themes: making real-time alerting more flexible and accurate, and broadening the range of data available for reporting and analytics.

Highlights

• More powerful calculations through expression-based calculated metrics (ratios, percentages, and other derived indicators).

• A single aggregations response that returns both raw and calculated metrics, with built-in validation.

• Expanded analytics coverage with new data sources for dialogs, agent-assist sentiment, intent distribution, and security detection.

What's New

• Advanced calculated metrics for alerting - Alerts can now be defined using mathematical expressions such as ratios and percentages. For example, the no-match rate expressed as a percentage of completed sessions. This replaces the previous fixed numerator/denominator approach with a far more flexible model, allowing teams to configure precisely the operational indicators that matter to them. Percentage-based alerts are handled natively, so thresholds and notifications display values in a clear, consistent format.

• Composite metrics in the aggregations capability - The aggregations API now supports optional calculated expressions alongside standard metric aggregations, returning both raw and derived values in a single response. Input is validated for correctness and security, and edge cases such as division by zero or missing values are handled gracefully. This simplifies dashboard and report creation by reducing the number of separate calls required and ensuring consistent, trustworthy results.

• Expanded analytics data coverage - This release adds several new data sources that are now available for reporting, monitoring, and analytics:

  • Dialog-level and root-level real-time metrics: richer visibility into conversational performance at multiple levels.

  • Agent-assist sentiment analysis: sentiment insights to support agent-assist use cases.

  • MiniApps intent distribution: aggregated view of how user intents are distributed across MiniApps.

  • Liveness and blocklisting detection: additional security and authentication signals available for monitoring.

For more information go to OCP® Metrics API.

Metrics API 3.4.0

Released: March 2026

Deprecation note on the Metrics API v2

Metrics API v2 has been officially deprecated with this release. Customers and integrations currently using v2 are encouraged to begin planning migration to the new endpoints. Please reach out to your account contact for guidance and support on the transition.

Overview

Metrics API 3.4 represents a significant step forward in how your organization can access, explore, and act on operational data. This release introduces a new generation of metrics capabilities — flexible, self-service, and designed to surface the insights that matter most to your business, without reliance on predefined reports or custom development work.

What You Can Do Now:

• Query Any Metric, Your Way
  You are no longer limited to a fixed set of pre-built metric views. The new generic metrics engine allows you to query any available metric across any time range, with the filters and groupings that reflect your operational reality. Whether you need to track performance trends over time or compare results across teams, applications, or customer segments, the data is now directly accessible on demand.

• Understand Performance at a Glance with Aggregations
  Summarize any metric instantly with built-in aggregations — total, average, minimum, maximum, and count — across any dimension. Combined with percentage calculations, this makes it straightforward to answer questions such as: What proportion of interactions resulted in an error? or How does this week's performance compare to last week's average?

• Composite Metrics
  Go beyond raw figures with composite metrics — derived values calculated from two or more underlying data points. This enables richer performance indicators, such as success rates or efficiency ratios, to be computed directly within the platform rather than requiring post-processing in external tools.

• Monitor ASR Failures Across MiniApps
  A new metrics category captures ASR failure rates at the miniApp level. Consistent with how critical and system errors are already tracked, in 5-min intervals this gives operations and quality teams a unified view of speech recognition performance and enabling faster identification of issues.

• Export Data to CSV
  Metrics results can now be exported directly as CSV files. This makes it straightforward to share data with stakeholders, load results into reporting tools, or perform further analysis without intermediary steps.

• Accurate Time-Based Reporting
  Metrics now support timezone offsets, ensuring that time-based data — such as hourly trends or daily summaries — is reported in the timezone relevant to your operations rather than defaulting to UTC. This is particularly valuable for organizations operating across multiple regions.

• Discover What Data Is Available
  New data discovery endpoints allow authorized users to see which metrics tables are available and understand their structure, without needing to consult internal documentation. This makes onboarding new teams and building new reports significantly faster.

• Admin & Organization-Level Access
  Administrators can now access a dedicated set of metrics views scoped to their organization, enabling oversight of performance at the organizational level alongside existing application-level reporting.

• Agent Assist Reporting
  This release introduces comprehensive reporting capabilities for Agent Assist, providing businesses with the visibility needed to understand how their human workforce is performing alongside AI-assisted workflows.

• Live Agent Call Volume & Handling

  • Number of Calls - Track the total volume of customer interactions escalated to your human workforce, giving operations teams a clear picture of demand on live agents at any point in time.

  • Average Handling Time (AHT) - Monitor the average duration an agent spends on a customer interaction - including talk time and post-call work - to identify efficiency opportunities and support workforce planning.

• Agent Assist Operational Success

  • Business Flow Completion - Measure the success rate of specific agent-side workflows, ensuring that standard operating procedures are being consistently followed and completed across your team.

  • Intents Identified - Gain visibility into the specific reasons for contact being handled by human agents, helping you understand where automation is handing off and where agent expertise is most in demand.

• Agent Assist Performance Impact

  • Skill Performance - Analyze interaction load and handling times across different service departments - such as Support and Sales - to identify where resources may need to be reallocated or where performance improvement initiatives should be focused.

  • Agent & User Performance - Drill down into agent assist adoption and the performance uplift it delivers, segmented by agent skill group and individual agent. This enables targeted coaching and a clearer understanding of where Agent Assist is delivering the most value.

• Reliability & Quality
  This release also includes automated post-deployment validation, ensuring that every new deployment of the Metrics API is verified before it reaches production. Enhanced logging provides greater visibility into system behavior, supporting faster diagnosis and resolution of any issues that arise.

For more information, see the OCP® Metrics API.

Metrics API v3.3.0

Released: July 2025

Added

• Added Pathfinder service accounts

• Introduced DeepVB enrollment and verification metrics.

• optimize IQ (Feature Preview)

Fixed

• Addressed pending service account issues related to IAM.

• Resolved pending IAM permissions.

• Deployed features with the feature flag set to off to prevent unintended activation.

• Adjusted request limits for improved stability.

• optimize IQ performance and reliability improvements.