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
correlation-id: CID

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
Keep-Alive: timeout=60
Connection: keep-alive

{
  "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