User/Team Chat Report

Please note that if a team ID is used instead of an user ID, the report calculates summary data for all team members.

The report provides a snapshot of a user or team chat activity over a specified time range. You may optionally specify two time ranges to see how activity 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/user/chat HTTP/1.1
Authorization: Bearer oauth_token

URL Parameters

Parameter Type Examples Description
user number user=447723
 User for whom the report is generated
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 inboxes
tags number tags=99787
tags=5666,99787
 List of comma separated ids to filter on tags
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/json

{
  "current" : {
    "startDate" : "2022-01-22T12:00:00Z",
    "endDate" : "2025-08-03T12:00:00Z",
    "totalDays" : 1289,
    "newConversations" : 2,
    "messagesPerChat" : 2.0,
    "responseTime" : 8,
    "waitTime" : 7,
    "duration" : 162
  },
  "previous" : {
    "startDate" : "2022-01-22T12:00:00Z",
    "endDate" : "2022-01-22T12:00:00Z",
    "totalDays" : 0,
    "newConversations" : 0,
    "messagesPerChat" : 0.0,
    "responseTime" : null,
    "waitTime" : null,
    "duration" : null
  },
  "deltas" : {
    "newConversations" : 0.0,
    "messagesPerChat" : 0.0,
    "responseTime" : 0.0,
    "waitTime" : 0.0,
    "duration" : 0.0
  }
}

Response fields

Path Type Description
current Object Statistics about the user for the current time range
previous Object Statistics about the user for the previous time range; only included if a previous time range was specified
deltas Object Statistics showing how the user’s metrics 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
totalDays Number Number of days in the time range
newConversations Number number of new conversations
messagesPerChat Number number of messages per chat conversations
responseTime Number An average response time in seconds
waitTime Number An average wait time in seconds
duration Number An average duration in seconds

Response fields

Path Type Description
newConversations Number Percentage change in the number of messages per chat
messagesPerChat Number Percentage change in the number of customers helped
responseTime Number Percentage change in response time
waitTime Number Percentage change in wait time
duration Number Percentage change in conversation duration
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