Skip to main content
Blip is a messaging and chatbot platform that helps businesses create conversational experiences for customer communication. It provides tools for building chatbots, managing messaging channels, and automating customer interactions to improve engagement and support.

​
Configuring Blip as a Source

In the Sources tab, click on the “Add source” button located on the top right of your screen. Then, select the Blip option from the list of connectors. Click Next and you’ll be prompted to add your access.

​
1. Add account access

You’ll need the following credentials from your Blip account:
  • Authorization Token: The token to authenticate against the API service. It should be generated using the Connect using HTTP option. For more information on how to generate the token, please check the Blip documentation.
  • Company Identifier: The company identifier used in the unique URL for the company to call the API service. Also known as contract ID, it is used to send commands through the API. Its value can be identified as being part of your URL, in the following format: https://{contract_id}.http.msging.net/commands.
  • Start Date: The earliest record date to sync.
Once you have all the required credentials, add the account access and click Next.

​
2. Select streams

Choose which data streams you want to sync - you can select all streams or pick specific ones that matter most to you.
Tip: The stream can be found more easily by typing its name.
Select the streams and click Next.

​
3. Configure data streams

Customize how you want your data to appear in your catalog. Select a name for each table (which will contain the fetched data) and the type of sync.
  • Table name: we suggest a name, but feel free to customize it. You have the option to add a prefix and make this process faster!
  • Sync Type: you can choose between INCREMENTAL and FULL_TABLE.
    • Incremental: every time the extraction happens, we’ll get only the new data - which is good if, for example, you want to keep every record ever fetched.
    • Full table: every time the extraction happens, we’ll get the current state of the data - which is good if, for example, you don’t want to have deleted data in your catalog.
Once you are done configuring, click Next.

​
4. Configure data source

Describe your data source for easy identification within your organization, not exceeding 140 characters. To define your Trigger, consider how often you want data to be extracted from this source. This decision usually depends on how frequently you need the new table data updated (every day, once a week, or only at specific times). Optionally, you can determine when to execute a full sync. This will complement the incremental data extractions, ensuring that your data is completely synchronized with your source every once in a while. Once you are ready, click Next to finalize the setup.

​
5. Check your new source

You can view your new source on the Sources page. If needed, manually trigger the source extraction by clicking on the arrow button. Once executed, your data will appear in your Catalog.
For you to be able to see it on your Catalog, you need at least one successful source run.

​
Streams and Fields

Below you’ll find all available data streams from Blip and their corresponding fields:
Stream for tracking daily message activity metrics.Key Fields:
  • id - Unique identifier for the report
  • interval_start - Start time of the reporting interval
  • interval_end - End time of the reporting interval
  • count - Number of active messages in the interval
Stream for real-time agent performance metrics.Key Fields:
  • sync_date - When the metrics were collected
  • identity - Agent identifier
  • status - Current agent status
  • is_enabled - Whether the agent is enabled
  • opened_tickets - Number of open tickets
  • agent_name - Name of the agent
  • break_duration_in_seconds - Duration of break time
  • current_status_date_time - When the current status was set
  • closed_tickets - Number of closed tickets
  • average_attendance_time - Average time spent on tickets
  • average_response_time - Average time to respond
  • tickets_count - Total number of tickets handled
Stream for daily agent performance metrics.Key Fields:
  • id - Unique identifier for the report
  • sync_date - Date of the report
  • identity - Agent identifier
  • status - Agent status
  • is_enabled - Whether the agent is enabled
  • opened_tickets - Number of open tickets
  • agent_name - Name of the agent
  • break_duration_in_seconds - Duration of break time
  • current_status_date_time - When the current status was set
  • closed_tickets - Number of closed tickets
  • average_attendance_time - Average time spent on tickets
  • average_response_time - Average time to respond
  • average_first_response_time - Average time for first response
  • average_wait_time - Average wait time for customers
  • tickets_count - Total number of tickets handled
Stream for overall ticket performance metrics.Key Fields:
  • sync_date - When the metrics were collected
  • max_queue_time - Maximum time in queue
  • max_first_response_time - Maximum time for first response
  • max_without_first_response_time - Maximum time without first response
  • avg_queue_time - Average time in queue
  • avg_first_response_time - Average time for first response
  • avg_wait_time - Average wait time
  • avg_response_time - Average response time
  • avg_attendance_time - Average attendance time
  • tickets_per_attendant - Number of tickets per agent
Stream for detailed ticket information.Key Fields:
  • id - Unique identifier for the ticket
  • sequential_id - Sequential ticket number
  • owner_identity - Identity of the ticket owner
  • customer_identity - Identity of the customer
  • customer_domain - Domain of the customer
  • agent_identity - Identity of the assigned agent
  • provider - Service provider
  • status - Current ticket status
  • storage_date - When the ticket was stored
  • open_date - When the ticket was opened
  • close_date - When the ticket was closed
  • status_date - When the status was last updated
  • rating - Customer rating
  • team - Assigned team
  • unread_messages - Number of unread messages
  • closed - Whether the ticket is closed
  • closed_by - Who closed the ticket
  • tags - Tags associated with the ticket
  • first_response_date - When the first response was sent
  • priority - Ticket priority level
  • is_automatic_distribution - Whether automatically distributed
  • distribution_type - Type of distribution
Stream for daily ticket statistics.Key Fields:
  • id - Unique identifier for the report
  • date - Date of the report
  • waiting - Number of tickets waiting
  • open - Number of open tickets
  • closed - Number of closed tickets
  • closed_attendant - Tickets closed by attendants
  • closed_client - Tickets closed by clients
  • transferred - Number of transferred tickets
  • missed - Number of missed tickets
  • in_attendance - Number of tickets in attendance

​
Use Cases for Data Analysis

Here are some valuable business intelligence use cases when consolidating Blip data, along with ready-to-use SQL queries that you can run on Explorer.

​
1. Agent Performance Analysis

Track agent productivity and response times. Business Value:
  • Monitor individual agent performance
  • Identify training needs
  • Optimize workload distribution
  • Improve customer response times

SQL code

WITH
	agent_daily_stats AS (
		SELECT
			"identity",
			DATE_TRUNC ('day', "sync_date") AS "report_date",
			"opened_tickets",
			"closed_tickets",
			"tickets_count",
			CAST(
				SPLIT_PART ("average_response_time", ':', 1) AS DOUBLE
			) * 3600 + CAST(
				SPLIT_PART ("average_response_time", ':', 2) AS DOUBLE
			) * 60 + CAST(
				SPLIT_PART ("average_response_time", ':', 3) AS DOUBLE
			) AS "avg_response_seconds",
			CAST(
				SPLIT_PART ("average_first_response_time", ':', 1) AS DOUBLE
			) * 3600 + CAST(
				SPLIT_PART ("average_first_response_time", ':', 2) AS DOUBLE
			) * 60 + CAST(
				SPLIT_PART ("average_first_response_time", ':', 3) AS DOUBLE
			) AS "avg_first_response_seconds",
			CAST(
				SPLIT_PART ("average_attendance_time", ':', 1) AS DOUBLE
			) * 3600 + CAST(
				SPLIT_PART ("average_attendance_time", ':', 2) AS DOUBLE
			) * 60 + CAST(
				SPLIT_PART ("average_attendance_time", ':', 3) AS DOUBLE
			) AS "avg_attendance_seconds",
			"break_duration_in_seconds"
		FROM
			"nekt_raw"."blip_agents_daily_report"
		WHERE
			"sync_date" >= CURRENT_DATE - INTERVAL '30' DAY
	),
	agent_summary AS (
		SELECT
			"identity",
			COUNT(DISTINCT "report_date") AS "active_days",
			SUM("closed_tickets") AS "total_closed_tickets",
			SUM("tickets_count") AS "total_tickets_handled",
			AVG("avg_response_seconds") AS "avg_response_time_seconds",
			AVG("avg_first_response_seconds") AS "avg_first_response_time_seconds",
			AVG("avg_attendance_seconds") AS "avg_attendance_time_seconds",
			SUM("break_duration_in_seconds") / 3600.0 AS "total_break_hours"
		FROM
			agent_daily_stats
		GROUP BY
			"identity"
	)
SELECT
	"identity",
	"active_days",
	"total_closed_tickets",
	"total_tickets_handled",
	ROUND(
		CAST("total_closed_tickets" AS DOUBLE) / NULLIF("total_tickets_handled", 0) * 100,
		2
	) AS "resolution_rate",
	ROUND(
		"total_tickets_handled" / NULLIF("active_days", 0),
		1
	) AS "avg_daily_tickets",
	ROUND("avg_response_time_seconds" / 60.0, 2) AS "avg_response_time_minutes",
	ROUND("avg_first_response_time_seconds" / 60.0, 2) AS "avg_first_response_time_minutes",
	ROUND("avg_attendance_time_seconds" / 60.0, 2) AS "avg_attendance_time_minutes",
	ROUND("total_break_hours", 2) AS "total_break_hours"
FROM
	agent_summary
ORDER BY
	"total_tickets_handled" DESC

​
2. Ticket Resolution Analysis

Analyze ticket resolution patterns and identify bottlenecks. Business Value:
  • Improve ticket resolution efficiency
  • Reduce customer wait times
  • Identify common issues
  • Optimize team allocation

SQL code

WITH daily_metrics AS (
  SELECT
    DATE_TRUNC('day', date) AS report_date,
    waiting,
    open,
    closed,
    closed_attendant,
    closed_client,
    transferred,
    missed,
    in_attendance,
    closed + waiting + open + in_attendance AS total_tickets,
    ROUND(
      CAST(closed AS DOUBLE) / NULLIF(closed + waiting + open + in_attendance, 0) * 100,
      2
    ) AS resolution_rate
  FROM nekt_raw.blip_tickets_daily_report
  WHERE date >= CURRENT_DATE - INTERVAL '30' DAY
),
ticket_timing AS (
  SELECT
    DATE_TRUNC('day', open_date) AS created_date,
    status,
    priority,
    team,
    CASE
      WHEN close_date IS NOT NULL 
      THEN DATE_DIFF('minute', open_date, close_date)
    END AS resolution_time_minutes
  FROM nekt_raw.blip_tickets
  WHERE open_date >= CURRENT_DATE - INTERVAL '30' DAY
)
SELECT
  dm.report_date,
  dm.total_tickets,
  dm.waiting AS tickets_waiting,
  dm.open AS tickets_open,
  dm.closed AS tickets_closed,
  dm.transferred AS tickets_transferred,
  dm.missed AS tickets_missed,
  dm.resolution_rate AS daily_resolution_rate,
  ROUND(AVG(tt.resolution_time_minutes), 2) AS avg_resolution_time_minutes,
  COUNT(DISTINCT CASE WHEN tt.priority >= 2 THEN tt.id END) AS high_priority_tickets,
  COUNT(DISTINCT CASE WHEN tt.resolution_time_minutes > 120 THEN tt.id END) AS long_resolution_tickets
FROM daily_metrics dm
LEFT JOIN ticket_timing tt ON dm.report_date = tt.created_date
GROUP BY
  dm.report_date,
  dm.total_tickets,
  dm.waiting,
  dm.open,
  dm.closed,
  dm.transferred,
  dm.missed,
  dm.resolution_rate
ORDER BY dm.report_date DESC

​
Implementation Notes

​
Data Quality Considerations

  • Monitor agent status changes for accurate reporting
  • Validate ticket resolution times for outliers
  • Ensure consistent rating data collection
  • Track message delivery status

​
Automation Opportunities

  • Schedule daily agent performance reports
  • Set up alerts for long wait times
  • Automate customer satisfaction reporting
  • Generate team workload distribution reports
These SQL transformations provide a foundation for comprehensive Blip analytics. Customize the date ranges, filters, and metrics based on your specific business requirements and reporting needs.