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threadHeatmapMetric returns a grid of 7 days by 24 hours, with the count for each hour of each weekday across the date range. It powers the heatmaps in Insights.
For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.
This query requires the metrics:read permission for threads_created_count_heatmap, and metricsAgent:read for agent_messages_sent_count. See Permissions.

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Get a heatmap

input takes these fields:
  • metricName: threads_created_count_heatmap for threads created, or agent_messages_sent_count for threads users sent messages on
  • from and to: the date range, in UTC. The heatmap doesn’t widen them
  • mode: METRIC for counts, or THREAD_IDS for the threads behind a cell, row, or column
  • filters: see Filter and group reporting queries. Heatmaps don’t support groupBy. For agent_messages_sent_count, set filters.userIds to count only some users
This query returns the September heatmap of Urgent and High priority threads:
Query
Variables

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Read the response

days has 7 entries, from Monday at index 0 to Sunday at index 6. Each holds 24 entries for hours 0 to 23 in UTC. Every cell has a total and a percentage, which is the cell’s share of the whole grid from 0 to 100. Empty cells are 0. agent_messages_sent_count counts threads, not messages: each cell counts the threads a user sent at least one message on in that hour of that weekday.

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Get the threads behind a cell

Set mode to THREAD_IDS and pass threadIdsArgs to pick the slice:
  • dayOfWeek: 1 for Monday to 7 for Sunday
  • hourOfDay: 0 to 23, in UTC
Set both for one cell, only dayOfWeek for a row, or only hourOfDay for a column. At least one is required. dayOfWeek starts at 1 while days starts at index 0, so add 1 to the index of the day you read from days. This query returns the threads created on any Monday between 09:00 and 09:59 UTC in September:
Query
Variables
days is null in this mode.