Multiple Time Range Statistics (Productivity)

The multiple time range statistics object contains a summary of how productivity changed between two time ranges.

Field Guide

Name Type Notes
totalConversations Double Percentage change in the total number of conversations between the two time ranges
repliesSent Double Percentage change in the number of replies sent from Users to customers, including new conversation email threads, between the two time ranges
firstResponseTime Double Percentage change in the average amount of time a customer is waiting for the first reply from your company between the two time ranges; subsequent response times are not included
resolved Double Percentage change in the number of conversations with at least one User reply and a status of closed between the two time ranges; a conversation can only be resolved once
repliesToResolve Double Percentage change in the average number of replies sent to the customer before the conversation is resolved between the two time ranges
closed Double Percentage change in the number of conversations that were closed between the two time ranges
resolvedOnFirstReply Double Percentage change in number of conversations that were resolved after one reply between the two time ranges, as opposed to those requiring multiple replies
responseTime Double Percentage change in the average amount of time a customer is waiting for a response from your team between the two time ranges
handleTime Double Percentage change in the average amount of time from when the Reply button is pressed until the Send button is pressed between the two time ranges; 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
resolutionTime Double Percentage change in the average amount of time a customer is waiting for a response from your company between the two time ranges

Example

{
  "totalConversations": -92.85714285714286,
  "repliesSent": -90.25157232704403,
  "firstResponseTime": -55.67148149813006,
  "resolved": -92.85714285714286,
  "repliesToResolve": -9.677419354838712,
  "closed": 91.83673469387755,
  "resolvedOnFirstReply": -100.0,
  "responseTime": -53.03483497896673,
  "handleTime": 0.0,
  "resolutionTime": -65.12126539984419
}