Legacy Mailbox API 1.0 is deprecated
Legacy Mailbox API 1.0 was deprecated on November 20, 2019. Please use Mailbox API 2.0 going forward. If you have any questions or need help with the new API, please reach out.
Multiple Time Range Statistics (Productivity)
The multiple time range statistics object contains a summary of how productivity changed between two time ranges.
Field Guide
| Name | Type | Notes |
|---|---|---|
| totalConversations | Double | Percentage change in the total number of conversations between the two time ranges |
| repliesSent | Double | Percentage change in the number of replies sent from Users to customers, including new conversation email threads, between the two time ranges |
| firstResponseTime | Double | Percentage change in the average amount of time a customer is waiting for the first reply from your company between the two time ranges; subsequent response times are not included |
| resolved | Double | Percentage change in the number of conversations with at least one User reply and a status of closed between the two time ranges; a conversation can only be resolved once |
| repliesToResolve | Double | Percentage change in the average number of replies sent to the customer before the conversation is resolved between the two time ranges |
| closed | Double | Percentage change in the number of conversations that were closed between the two time ranges |
| resolvedOnFirstReply | Double | Percentage change in number of conversations that were resolved after one reply between the two time ranges, as opposed to those requiring multiple replies |
| responseTime | Double | Percentage change in the average amount of time a customer is waiting for a response from your team between the two time ranges |
| handleTime | Double | Percentage change in the average amount of time from when the Reply button is pressed until the Send button is pressed between the two time ranges; if you save a draft and come back to it several times, only the final visit before sending will be captured as the handle time |
| resolutionTime | Double | Percentage change in the average amount of time a customer is waiting for a response from your company between the two time ranges |
Example
{
"totalConversations": -92.85714285714286,
"repliesSent": -90.25157232704403,
"firstResponseTime": -55.67148149813006,
"resolved": -92.85714285714286,
"repliesToResolve": -9.677419354838712,
"closed": 91.83673469387755,
"resolvedOnFirstReply": -100.0,
"responseTime": -53.03483497896673,
"handleTime": 0.0,
"resolutionTime": -65.12126539984419
}