User/Team Overall 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 activity over a specified time range. You may optionally specify two time ranges to see how activity changed between the two ranges.

Request

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

URL Parameters

Parameter Description
user User for whom the report is generated
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
types List of comma separated conversation types to filter on, valid values are email, chat, phone
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/json;charset=UTF-8

{
  "filterTags" : [ {
    "id" : 123,
    "name" : "sample-tag"
  } ],
  "user" : {
    "id" : 4,
    "hasPhoto" : true,
    "createdAt" : "2010-09-03T15:55:48Z",
    "name" : "John Smith",
    "totalCustomersHelped" : 6580,
    "photoUrl" : "http://example.com/pic.jpg"
  },
  "current" : {
    "startDate" : "2015-01-01T00:00:00Z",
    "endDate" : "2015-01-31T23:59:59Z",
    "totalDays" : 30,
    "resolved" : 1,
    "conversationsCreated" : 15,
    "closed" : 3,
    "totalReplies" : 58,
    "resolvedOnFirstReply" : 0,
    "percentResolvedOnFirstReply" : 0.0,
    "repliesToResolve" : 2.0,
    "handleTime" : 78.96,
    "happinessScore" : 66.66666666666666,
    "responseTime" : 2278004,
    "resolutionTime" : 2278004.0,
    "repliesPerDay" : 1.9333333333333333,
    "customersHelped" : 26,
    "totalConversations" : 19,
    "conversationsPerDay" : 0.6333333333333333,
    "busiestDay" : 5
  },
  "previous" : {
    "startDate" : "2014-01-01T00:00:00Z",
    "endDate" : "2014-01-31T23:59:59Z",
    "totalDays" : 30,
    "resolved" : 12,
    "conversationsCreated" : 2,
    "closed" : 33,
    "totalReplies" : 40,
    "resolvedOnFirstReply" : 4,
    "percentResolvedOnFirstReply" : 0.3333333333333333,
    "repliesToResolve" : 2.1666666666666665,
    "handleTime" : 0.0,
    "happinessScore" : 23.529411764705884,
    "responseTime" : 2357169,
    "resolutionTime" : 4318101.5,
    "repliesPerDay" : 1.3333333333333333,
    "customersHelped" : 16,
    "totalConversations" : 42,
    "conversationsPerDay" : 0.4
  },
  "deltas" : {
    "totalConversations" : -54.761904761904766,
    "customersHelped" : 62.5,
    "happinessScore" : 43.13725490196077,
    "repliesPerDay" : 45.000000000000014,
    "resolvedOnFirstReply" : -100.0,
    "handleTime" : 0.0,
    "conversationsPerDay" : 58.33333333333333,
    "resolved" : -91.66666666666666,
    "repliesToResolve" : -7.692307692307687,
    "activeConversations" : -54.761904761904766,
    "totalReplies" : 44.99999999999999,
    "closed" : -90.9090909090909,
    "responseTime" : -3.3584779029420475,
    "resolutionTime" : -47.245241919394445,
    "conversationsCreated" : 650.0
  }
}

Response fields

Path Type Description
filterTags Array All tags available for filtering in reports, including tag id=1, which represents conversations that are untagged
user Object Basic information about the user
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

User

Path Type Description
id Number User’s ID
hasPhoto Boolean Is user’s photo defined?
createdAt String Date and time when the user was created
name String User’s full name
totalCustomersHelped Number Number of customers this user helped during the current time range
photoUrl String Link to user’s profile photo

User Statistics

Path Type Description
startDate String Start of the range
endDate String End of the range
totalDays Number Number of days in the time range
resolved Number Number of conversations this user resolved in this time range
conversationsCreated Number Number of conversations created in this time range
closed Number Number of conversations that were closed during the time range
ratings Array Contains a collection of ratings
ratings[].repliesSent Number number of replies sent
ratings[].firstResponseTime Number first response time (in seconds)
ratings[].resolveTime Number resolution time (in seconds)
ratings[].ratingId String the rating identifier
ratings[].responseTime Number response time (in seconds)
totalReplies Number Number of replies sent during the time range
resolvedOnFirstReply Number Number of conversations that were resolved after one reply, as opposed to those requiring multiple replies
percentResolvedOnFirstReply Number Percentage of conversations that were resolved after one reply, as opposed to those requiring multiple replies
repliesToResolve Number Percentage change in the average number of replies sent to the customer before the conversation is resolved between the two time ranges
handleTime Number Average amount of time (in seconds) from when the Reply button is pressed until the Send button is pressed; if you save a draft and come back to it several times, only the final visit before sending will be captured as the handle time
happinessScore Number This metric is calculated by subtracting the Not Good percentage from the Great percentage
responseTime Number Average amount of time (in seconds) a customer is waiting for a response from your company
resolutionTime Number Average amount of time it takes (in seconds) from the time a conversation is created to the time it is resolved; a conversation can only be resolved once and must include a reply
repliesPerDay Number Number of replies sent per day on average during the time range
customersHelped Number Number of customers your company has replies to; notes, status changes, and assignments do not count towards this number
totalConversations Number Total number of conversations assigned to this user for the time range
conversationsPerDay Number Average number of new or updated (a reply is sent to a customer) conversations
busiestDay Number The busiest day for this user; valid values are:
1 - MONDAY
2 - TUESDAY
3 - WEDNESDAY
4 - THURSDAY
5 - FRIDAY
6 - SATURDAY
7 - SUNDAY

Deltas

Path Type Description
totalConversations Number Percentage change in the the total number of conversations
customersHelped Number Percentage change in the number of customers helped
happinessScore Number Percentage change in the user’s happiness score
repliesPerDay Number Percentage change in the number of replies per day
resolvedOnFirstReply Number Percentage change in the number of conversations resolved on the first reply
handleTime Number Percentage change in handle time
conversationsPerDay Number Percentage change in the number conversations per day
resolved Number Percentage change in the average number of replies needed to resolve a conversation
activeConversations Number Percentage change in the number of active conversations
repliesToResolve Number Percentage change in the average number of replies needed to resolve a conversation
totalReplies Number Percentage change in the number of replies
closed Number Percentage change in the number of closed conversations
responseTime Number Percentage change in response time
resolutionTime Number Percentage change in resolution time
conversationsCreated Number Percentage change in the number of conversations created