Productivity - Resolution Time

This report provides average resolution times for each period in a specified time range. You may optionally specify two time ranges to see how average resolution time changed between the two ranges.

Note: The reporting endpoints are only available to Plus and Company plans. Account Owners for Standard plans can add access to these via an add-on.


GET /v2/reports/productivity/resolution-time 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
List of comma separated ids to filter on mailboxes
tags number tags=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
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
viewBy enumeration viewBy=day
Represents the resolution at which data is returned; valid values are:
day (only allowed if time range is <= 60 days)
week (only allowed if time range is <= 1 year)
month (only allowed if time range is >= 61 days)


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

  "previous" : [ {
    "time" : 168239.37716262977,
    "date" : "2013-01-01T00:00:00Z"
  } ],
  "current" : [ {
    "time" : 6531211.714285715,
    "date" : "2014-01-01T00:00:00Z"
  } ]

Response fields

Path Type Description
current Array Contains data points describing the average resolution time for the current time range
previous Array Contains data points describing the average resolution time for the previous time range. Only included if a previous time range was specified


Path Type Description
date String The beginning date represented by this data point
time Number The average resolution time from date until the duration specified by viewBy