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 (User)
The time range statistics object contains a summary of a user's activity over a date/time range.
Field Guide
| Name | Type | Notes |
|---|---|---|
| startDate | Date/Time | ISO 8601, in UTC |
| endDate | Date/Time | ISO 8601, in UTC |
| totalDays | Int | Number of days in the time range |
| resolved | Int | Number of conversations this user resolved in this time range |
| conversationsCreated | Int | Number of conversations this user created in this time range |
| closed | Int | Number of conversations marked with a status of closed |
| ratings | Collection | Contains a collection of ratings; each rating includes these fields for the conversation represented by the rating:
|
| totalReplies | Int | Number of replies this user made during the time range |
| resolvedOnFirstReply | Int | Number of conversations that were resolved on the first reply during the time range |
| percentResolvedOnFirstReply | Double | Percentage of conversations that were resolved on the first reply during the time range |
| repliesToResolve | Double | Average number of replies it took to resolve conversations during the time range |
| handleTime | Double | Average amount of time (in seconds) between the user pressing the Reply and Send buttons for conversations in this time range; if the user saved a draft and came back to visit it several times, only the final visit before sending is captured as the handle time |
| happinessScore | Double | The overall happiness score for the user during the time range; the happiness score is calculated by subtracting the Not Good percentage from the Great percentage |
| responseTime | Double | Average amount of time a customer is waiting for a response from your company |
| resolutionTime | Double | Average amount of time it takes for a conversation to be resolved; a conversation can only be resolved once and must include a reply |
| repliesPerDay | Double | Number of replies sent per day on average |
| customersHelped | Int | Number of customers replied to; notes, status changes, and assignments do not count towards this number |
| totalConversations | Int | Total number of conversations assigned to this user for the time range |
| conversationsPerDay | Double | Average number of new or updated (a reply is sent to a customer) conversations |
| busiestDay | Int | The busiest day for this user; valid values are:
|
Example
{
"startDate": "2015-01-01T00:00:00Z",
"endDate": "2015-01-31T23:59:59Z",
"totalDays": 30,
"resolved": 1,
"conversationsCreated": 15,
"closed": 3,
"ratings": [
{
"repliesSent": 1.0,
"firstResponseTime": 2805946.0,
"resolveTime": 0.0,
"ratingId": "1",
"responseTime": 2805946.0
}
...
],
"totalReplies": 58,
"resolvedOnFirstReply": 0,
"percentResolvedOnFirstReply": 0.0,
"repliesToResolve": 2.0,
"handleTime": 78.96,
"happinessScore": 66.66666666666666,
"responseTime": 2278004,
"resolutionTime": 2278004.0,
"repliesPerDay": 1.9333333333333333,
"customersHelped": 26,
"totalConversations": 19,
"conversationsPerDay": 0.6333333333333333,
"busiestDay": 5
}