Accessing Metrics via REST API #

Endpoint: GET /wp-json/dmsilm/v1/support/metrics

Requires support_agent capability. Returns cached daily metrics snapshot.

{
  "total_tickets": 342,
  "open_tickets": 18,
  "urgent_tickets": 3,
  "avg_first_response_hours": 4.2,
  "avg_resolution_hours": 22.7,
  "csat_score": 4.3,
  "escalation_rate": 0.06
}