Handle Time Statistics

The handle time statistics object contains metrics related to handle time for a given time range.

Field Guide

Name Type Notes
count Int Total number of resolved conversations in the current time range
previousCount Int Total number of resolved conversations in the previous time range
ranges Collection Contains information about how many conversations were handled to in less than 1 minute, 1-2 minutes, 2-3 minutes, etc.; each element in the collection represents one time duration, identified by id according to the table below

Range Identifiers

ID Category
1 < 1 min.
2 1-2 min.
3 2-5 min.
4 5-10 min.
5 > 10 min.

Example

{
  "count": 1,
  "previousCount": 14,
  "ranges": [
    {
      "id": 1,
      "count": 1,
      "previousCount": 14,
      "percent": 100.0,
      "previousPercent": 100.0
    },
    ...
  ]
}