Get detailed agent-level performance statistics
Agent Analytics
Detailed Agent Statistics
Retrieves detailed statistics for each agent within the given date range. Includes counts, response time distributions (with and without delays), and resolution times. If startDate or endDate are not provided, the date range defaults to one week from today.
GET
Get detailed agent-level performance statistics
Retrieves detailed performance metrics for individual agents within the specified date range. Includes per-agent statistics on email handling, response times, and conversation management.
Request
Headers
| Name | Type | Required | Description |
|---|---|---|---|
| Authorization | string | Yes | Bearer token |
Path Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| startDate | string | Yes | Start date of the range (ISO 8601). Defaults to 7 days before today |
| endDate | string | Yes | End date of the range (ISO 8601). Defaults to today |
Parameter Format
- Format:
YYYY-MM-DD(ISO 8601 date) - Timezone: UTC
- Default: Last 7 days if not provided
Response
200 OK - Successfully retrieved detailed agent statistics
401 Unauthorized
500 Internal Server Error
Example
Data Fields Explained
Agent Metrics
| Field | Type | Description |
|---|---|---|
| conversationsHandled | integer | Total conversations assigned to agent |
| emailsSent | integer | Total emails sent by agent |
| emailsReceived | integer | Total emails received by agent |
| averageResponseTime | number | Average response time (minutes) |
| medianResponseTime | number | Median response time (minutes) |
| withinSLA | integer | Responses within 15 minutes |
| outsideSLA | integer | Responses after 15 minutes |
| resolutionRate | number | Rate of resolved conversations (0-1) |
| averageResolutionTime | number | Average time to resolve (minutes) |
Summary Metrics
| Field | Type | Description |
|---|---|---|
| totalAgents | integer | Total agents in system |
| activeAgents | integer | Agents with activity in date range |
| averageConversationsPerAgent | number | Average conversations per active agent |
| overallSLACompliance | number | Overall SLA compliance rate (0-1) |
Performance Analysis
Agent Performance Tiers
- Top Performers: > 90% SLA compliance, < 10 min avg response
- Solid Performers: 80-90% SLA compliance, 10-15 min avg response
- Needs Coaching: < 80% SLA compliance, > 15 min avg response
- Underperforming: < 70% SLA compliance, > 20 min avg response
Workload Balance
Use Cases
- Performance Reviews: Individual agent performance evaluation
- Team Management: Identify top and underperforming agents
- Training Needs: Target training based on performance gaps
- Workload Distribution: Balance conversation assignments
- Incentive Programs: Data-driven performance rewards
Best Practices
- Regular Reviews: Weekly or monthly performance reviews
- Trend Analysis: Track performance trends over time
- Peer Comparison: Compare agents with similar workloads
- Coaching: Use data for constructive feedback
- Recognition: Acknowledge top performers
Related Endpoints
- Use
/email-meter/stats/agents-highlevelfor team-level metrics - Use
/email-meter/stats/response-timesfor overall response analysis - Use
/email-meter/stats/resolved-timesfor resolution metrics
Notes
- Only includes agents with activity in the specified date range
- Response times exclude automated responses
- Resolution rate considers conversations marked as resolved
- Metrics are calculated based on business hours by default
- Data is updated in real-time as new emails are processed
Authorizations
Bearer authentication header of the form Bearer <token>, where <token> is your auth token.
Path Parameters
Start date of the range (ISO 8601). Defaults to 7 days before today if not provided.
End date of the range (ISO 8601). Defaults to today if not provided.