Phone Report

The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Check out Reports: Phone for the scoop on how these metrics are calculated.

Request

GET /v2/reports/phone 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
folders number folders=991
folders=991,992
 List of comma separated folder ids to filter on folders
officeHours boolean officeHours=true
 Whether to take office hours into consideration in the report (defaults to false); office hours must be enabled if true is passed, otherwise the default of false will be used

Response

HTTP/1.1 200 OK
Content-Type: application/hal+json

{
  "current" : {
    "startDate" : "2015-01-01T00:00:00Z",
    "endDate" : "2015-01-31T23:59:59Z",
    "phoneConversations" : 11,
    "phoneCallsCreated" : 11,
    "customers" : 10
  },
  "previous" : {
    "startDate" : "2019-02-01T12:00:00Z",
    "endDate" : "2019-03-01T12:00:00Z",
    "phoneConversations" : 11,
    "phoneCallsCreated" : 6,
    "customers" : 8
  },
  "deltas" : {
    "newConversations" : 0.0,
    "phoneCallsCreated" : 83.333336,
    "customers" : 25.0
  },
  "users" : [ {
    "name" : "Vernon Bear",
    "id" : 100,
    "current" : {
      "phoneConversations" : 2,
      "phoneCallsCreated" : 0,
      "customers" : 2
    },
    "previous" : {
      "phoneConversations" : 1,
      "phoneCallsCreated" : 0,
      "customers" : 1
    }
  } ]
}

Response fields

Path Type Description
current Object Statistics about phone conversations for the current time range
previous Object Statistics about phone conversation for the previous time range; only included if a previous time range was specified
deltas Object Statistics about how phone conversations changed between two time ranges; only included if a previous time range was specified
users Array Statistics showing how productivity changed between two time ranges

Phone Statistics

Path Type Description
startDate String Start of the range
endDate String End of the range
phoneConversations Number Conversations created by a phone thread from an integration or a Help Scout User
phoneCallsCreated Number Phone conversations created by a Help Scout User via the New Conversation screen or API
customers Number Number of customers associated with phone conversations

User Statistics

Path Type Description
id Number User’s ID
name String User’s name
current Object Statistics about phone conversation for the current time range for the user
previous Object Statistics about phone conversation for the previous time range for the user; only included if a previous time range was specified
↑Back to top
© Help Scout 2021