Time Range Statistics (User)

The time range statistics object contains a summary of a user's activity over a date/time range.

Field Guide

Name Type Notes
startDate Date/Time ISO 8601, in UTC
endDate Date/Time ISO 8601, in UTC
totalDays Int Number of days in the time range
resolved Int Number of conversations this user resolved in this time range
conversationsCreated Int Number of conversations this user created in this time range
closed Int Number of conversations marked with a status of closed
ratings Collection Contains a collection of ratings; each rating includes these fields for the conversation represented by the rating:
  • repliesSent: number of replies sent
  • firstResponseTime: first response time (in seconds)
  • resolveTime: resolution time (in seconds)
  • ratingId: the rating identifier
  • responseTime: response time (in seconds)
totalReplies Int Number of replies this user made during the time range
resolvedOnFirstReply Int Number of conversations that were resolved on the first reply during the time range
percentResolvedOnFirstReply Double Percentage of conversations that were resolved on the first reply during the time range
repliesToResolve Double Average number of replies it took to resolve conversations during the time range
handleTime Double Average amount of time (in seconds) between the user pressing the Reply and Send buttons for conversations in this time range; if the user saved a draft and came back to visit it several times, only the final visit before sending is captured as the handle time
happinessScore Double The overall happiness score for the user during the time range; the happiness score is calculated by subtracting the Not Good percentage from the Great percentage
responseTime Double Average amount of time a customer is waiting for a response from your company
resolutionTime Double Average amount of time it takes for a conversation to be resolved; a conversation can only be resolved once and must include a reply
repliesPerDay Double Number of replies sent per day on average
customersHelped Int Number of customers replied to; notes, status changes, and assignments do not count towards this number
totalConversations Int Total number of conversations assigned to this user for the time range
conversationsPerDay Double Average number of new or updated (a reply is sent to a customer) conversations
busiestDay Int The busiest day for this user; valid values are:
  • 1 (Monday)
  • 2 (Tuesday)
  • 3 (Wednesday)
  • 4 (Thursday)
  • 5 (Friday)
  • 6 (Saturday)
  • 7 (Sunday)

Example

{
  "startDate": "2015-01-01T00:00:00Z",
  "endDate": "2015-01-31T23:59:59Z",
  "totalDays": 30,
  "resolved": 1,
  "conversationsCreated": 15,
  "closed": 3,
  "ratings": [
    {
      "repliesSent": 1.0,
      "firstResponseTime": 2805946.0,
      "resolveTime": 0.0,
      "ratingId": "1",
      "responseTime": 2805946.0
    }
    ...
  ],
  "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
}