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.
Time Range Statistics (Productivity)
The time range statistics object contains a summary of productivity over a date/time range.
Field Guide
| Name | Type | Notes |
|---|---|---|
| startDate | Date/Time | ISO 8601, in UTC |
| endDate | Date/Time | ISO 8601, in UTC |
| totalConversations | Int | Number of conversations included in these statistics |
| resolutionTime | Double | Average amount of time it takes (in seconds) from the time a conversation is created to the time it is resolved; a conversation can only be resolved once and must include a reply |
| repliesToResolve | Double | Average number of replies sent to the customer before the conversation is resolved |
| responseTime | Double | Average amount of time (in seconds) a customer is waiting for a response from your company |
| firstResponseTime | Double | Average amount of time (in seconds) a customer is waiting for the first reply from your company; subsequent response times are not included |
| resolved | Int | Number of conversations with at least one User reply and a status of closed; a conversation can only be resolved once |
| resolvedOnFirstReply | Int | Number of conversations that were resolved after one reply, as opposed to those requiring multiple replies |
| closed | Int | Number of conversations that were closed during the time range |
| repliesSent | Int | Number of replies sent from Users to customers, including new conversation email threads |
| handleTime | Int | Average amount of time (in seconds) from when the Reply button is pressed until the Send button is pressed; 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 |
| percentageResolvedOnFirstReply | Double | Percentage of conversations that were resolved after one reply, as opposed to those requiring multiple replies |
Example
{
"startDate": "2015-01-01T00:00:00Z",
"endDate": "2015-01-31T23:59:59Z",
"totalConversations": 1,
"resolutionTime": 2278004.0,
"repliesToResolve": 2.0,
"responseTime": 2278004,
"firstResponseTime": 2278004,
"resolved": 1,
"resolvedOnFirstReply": 0,
"closed": 94,
"repliesSent": 62,
"handleTime": 6,
"percentResolvedOnFirstReply": 0.0
}