Phone Report

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

Request

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

URL Parameters

Parameter Description
start Start of the interval
end End of the interval
previousStart Start of the previous interval
previousEnd End of the previous interval
mailboxes List of comma separated ids to filter on mailboxes
tags List of comma separated ids to filter on tags
folders List of comma separated folder ids to filter on folders
officeHours 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;charset=UTF-8

{
  "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