Response Time Statistics

The respone time statistics object contains metrics related to response/first response time for a given time range, such as how many conversations .

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 responded to (or first responded to) in less than 15 minutes, 15-30 minutes, 30-60 minutes, etc.; each element in the collection represents one time duration, identified by id according to the table below

Range Identifiers

ID Category
1 < 15 min.
2 15-30 min.
3 30-60 min.
4 1-2 hours
5 2-3 hours
6 3-6 hours
7 6-12 hours
8 12-24 hours
9 1-2 days
10 > 2 days

Example

{
  "count": 1,
  "previousCount": 14,
  "ranges": [
    {
      "id": 10,
      "count": 1,
      "previousCount": 12,
      "percent": 100.0,
      "previousPercent": 85.71428571428571
    },
    ...
  ]
}