Company Overall Report

The company report provides statistics about your company performance over a given time range. You may optionally specify two time ranges to see how performance changed between the two ranges. Check out Reports: Company and User for the scoop on how these metrics are calculated.

Note: The reporting endpoints are only available to Plus and Pro plans.

Request

GET /v2/reports/company HTTP/1.1
Authorization: Bearer oauth_token

URL Parameters

Parameter Type Examples Description
start date start=2019-05-02T12:00:00Z
 Start of the interval
end date end=2019-06-02T12:00:00Z
 End of the interval
previousStart date previousStart=2019-04-02T12:00:00Z
 Start of the previous interval
previousEnd date previousEnd=2019-05-02T12:00:00Z
 End of the previous interval
mailboxes number mailboxes=123
mailboxes=123,567
 List of comma separated ids to filter on mailboxes
tags number tags=99787
tags=5666,99787
 List of comma separated ids to filter on tags
types enumeration types=email
 List of comma separated conversation types to filter on, valid values are email, chat, phone
folders number folders=991
folders=991,992
 List of comma separated folder ids to filter on folders

Response

HTTP/1.1 200 OK
Set-Cookie: JSESSIONID=8614F2246748877BDC8DC6C2E5158540; Path=/; HttpOnly
Content-Type: application/json

{
  "filterTags" : [ {
    "id" : 123,
    "name" : "sample-tag"
  } ],
  "current" : {
    "startDate" : "2015-01-01T00:00:00Z",
    "endDate" : "2015-01-31T23:59:59Z",
    "customersHelped" : 28,
    "closed" : 94,
    "totalReplies" : 62,
    "totalUsers" : 5,
    "totalDays" : 30,
    "repliesPerDayPerUser" : 0.41333333333333333,
    "repliesPerDay" : 2.066666666666667,
    "resolvedPerDay" : 0.03333333333333333
  },
  "previous" : {
    "startDate" : "2014-01-01T00:00:00Z",
    "endDate" : "2014-01-31T23:59:59Z",
    "customersHelped" : 27,
    "closed" : 49,
    "totalReplies" : 636,
    "totalUsers" : 4,
    "totalDays" : 30,
    "repliesPerDayPerUser" : 5.3,
    "repliesPerDay" : 21.2,
    "resolvedPerDay" : 0.4666666666666667
  },
  "deltas" : {
    "customersHelped" : 3.703703703703698,
    "totalReplies" : -90.25157232704403,
    "repliesPerDay" : -90.25157232704403,
    "closed" : 91.83673469387755,
    "totalUsers" : 25.0,
    "repliesPerDayPerUser" : -92.20125786163523
  },
  "users" : [ {
    "customersHelped" : 26,
    "happinessScore" : 66.66666666666666,
    "previousCustomersHelped" : 16,
    "replies" : 58,
    "name" : "John Smith",
    "previousHappinessScore" : 23.529411764705884,
    "previousReplies" : 40,
    "user" : "1",
    "previousHandleTime" : 0.0,
    "handleTime" : 78.96
  } ]
}

Response fields

Path Type Description
filterTags Array All tags available for filtering in reports, including tag id=1, which represents conversations that are untagged
current Object Statistics about company performance for the current time range
previous Object Statistics about company performance for the previous time range
users Array Statistics about each user’s performance
deltas Object Statistics showing how company performance changed between two time ranges; only included if a previous time range was specified

Response fields

Path Type Description
startDate String Start of the range
endDate String End of the range
customersHelped Number Number of customers your company has replies to; notes, status changes, and assignments do not count towards this number
closed Number Number of conversations that were closed during the time range
totalReplies Number Number of replies sent during the time range
totalUsers Number Number of users who helped customers during the time range
totalDays Number Number of days in the time range
repliesPerDayPerUser Number Number of replies sent per day, per user on average during the time range
repliesPerDay Number Number of replies sent per day on average during the time range
resolvedPerDay Number Number of resolved conversations per day on average during the time range

Response fields

Path Type Description
customersHelped Number Total number of customers the user helped for the current time range
happinessScore Number This metric is calculated by subtracting the Not Good percentage from the *Great) percentage for the current time range
previousCustomersHelped Number Total number of customers the user helped for the previous time range; only included if a previous time range was specified
replies Number Total number of replies the user sent for the current time range
name String The user’s name
previousHappinessScore Number This metric is calculated by subtracting the Not Good percentage from the Great percentage for the previous time range; only included if a previous time range was specified
previousReplies Number Total number of replies the user sent for the previous time range; only included if a previous time range was specified
user String The user’s unique identifier
previousHandleTime Number Average amount of time from when the conversation was loaded until the Send button was pressed for the previous time range; 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; only included if a previous time range was specified
handleTime Number Average amount of time from when the conversation was loaded until the Send button was pressed for the current time range; 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

Response fields

Path Type Description
customersHelped Number Percentage change in the total number of customers helped between the two time ranges
totalReplies Number Percentage change in the total number of replies between the two time ranges
repliesPerDay Number Number of replies sent per day on average during the time range
closed Number Percentage change in the total number of closed conversations between the two time ranges
totalUsers Number Percentage change in the total number of users who helped customers between the two time ranges
repliesPerDayPerUser Number Percentage change in the total number of replies per day, per user the two time ranges
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