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.
Productivity Report
- REST Method: GET
- URLs: https://api.helpscout.net/v1/reports/productivity.json
The productivity report provides a snapshot of productivity over a given time range. You may optionally specify two time ranges to see how productivity changed between the two ranges.
URL Parameters
A variety of filters are available as query parameters. Including any of these will result in only conversations that match the filters being included in the report.
| Parameter | Type | Required | Notes | Example |
|---|---|---|---|---|
| start | Date/Time | Yes | ISO 8601, in UTC | 2015-01-01T00:00:00Z |
| end | Date/Time | Yes | ISO 8601, in UTC | 2015-01-31T23:59:59Z |
| previousStart | Date/Time | No | ISO 8601, in UTC | 2014-01-01T00:00:00Z |
| previousEnd | Date/Time | No | ISO 8601, in UTC | 2014-01-31T23:59:59Z |
| mailboxes | list of mailbox identifiers | No | 1,2,3 | |
| tags | list of tag identifiers | No | 1,2,3 | |
| types | list of conversation types | No | Valid values are:
|
email,chat |
| folders | list of folder identifiers | No | 1,2,3 | |
| officeHours | Boolean (0/1) | No | Whether to take office hours into consideration in the report (defaults to 0); office hours must be enabled if 1 is passed, otherwise the default of 0 will be used |
1 |
Response
| Response | Name | Type | Notes |
|---|---|---|---|
| Header | Status | Int | 200 |
| filterTags | Collection | All tags available for filtering in reports | |
| current | Time Range Statistics (Productivity) | Statistics about productivity for the current time range | |
| previous | Time Range Statistics (Productivity) | Statistics about productivity for the previous time range | |
| deltas | Multiple Time Range Statistics (Productivity) | Statistics showing how productivity changed between two time ranges; only included if a previous time range was specified | |
| responseTime | Response Time Statistics | Statistics about the amount of time customers waited for a reply from your company | |
| firstResponseTime | Response Time Statistics | Statistics about the amount of time customers waited for the first reply from your company; subsequent response times are not included | |
| handleTime | Handle Time Statistics | Statistics about the amount of time between pressing the Reply and Send buttons; if you save a draft and come back to visit it several times, only the final visit before sending will be captured as the handle time | |
| repliesToResolve | Replies To Resolve Statistics | Statistics about the number of replies sent to the customer before the conversation was resolved |
Example Response
{
"filterTags": [
{
"id": 123,
"name": "sample-tag"
}
],
"current": {
"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
},
"previous": {
"startDate": "2014-01-01T00:00:00Z",
"endDate": "2014-01-31T23:59:59Z",
"totalConversations": 14,
"resolutionTime": 6531211.714285715,
"repliesToResolve": 2.2142857142857144,
"responseTime": 4850412,
"firstResponseTime": 5138913,
"resolved": 14,
"resolvedOnFirstReply": 5,
"closed": 49,
"repliesSent": 636,
"handleTime": 0,
"percentResolvedOnFirstReply": 0.35714285714285715
},
"deltas": {
"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
},
"responseTime": {
"count": 1,
"previousCount": 14,
"ranges": [
{
"id": 10,
"count": 1,
"previousCount": 12,
"percent": 100.0,
"previousPercent": 85.71428571428571
}
]
},
"handleTime": {
"count": 1,
"previousCount": 14,
"ranges": [
{
"id": 1,
"count": 1,
"previousCount": 14,
"percent": 100.0,
"previousPercent": 100.0
}
]
},
"firstResponseTime": {
"count": 1,
"previousCount": 14,
"ranges": [
{
"id": 10,
"count": 1,
"previousCount": 12,
"percent": 100.0,
"previousPercent": 85.71428571428571
}
]
},
"repliesToResolve": {
"count": 1,
"previousCount": 14,
"ranges": [
{
"id": 2,
"count": 1,
"previousCount": 4,
"percent": 100.0,
"previousPercent": 28.57142857142857,
"resolutionTime": 2278004
}
]
}
}