Detailed Agent Statistics

Get detailed agent-level performance statistics

curl --request GET \
  --url http://localhost:2000/email-meter/stats/agents/{startDate}/{endDate} \
  --header 'Authorization: Bearer <token>'

{
  "message": "",
  "data": {
    "totalAssignments": 245,
    "agents": [
      {
        "name": "John Doe",
        "stats": {
          "emailsAssigned": 48,
          "resolved": {
            "withDelays": {
              "total": 10,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            },
            "withoutDelays": {
              "total": 35,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            }
          },
          "responseTimes": {
            "withDelays": {
              "total": 12,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            },
            "withoutDelays": {
              "total": 42,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            }
          }
        }
      }
    ]
  }
}

GET

email-meter

stats

agents

{startDate}

{endDate}

Get detailed agent-level performance statistics

curl --request GET \
  --url http://localhost:2000/email-meter/stats/agents/{startDate}/{endDate} \
  --header 'Authorization: Bearer <token>'

{
  "message": "",
  "data": {
    "totalAssignments": 245,
    "agents": [
      {
        "name": "John Doe",
        "stats": {
          "emailsAssigned": 48,
          "resolved": {
            "withDelays": {
              "total": 10,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            },
            "withoutDelays": {
              "total": 35,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            }
          },
          "responseTimes": {
            "withDelays": {
              "total": 12,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            },
            "withoutDelays": {
              "total": 42,
              "stats": {
                "min": 0.5,
                "max": 26.5,
                "average": 4.2,
                "median": 3.9,
                "count": 200
              }
            }
          }
        }
      }
    ]
  }
}

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

{
  "message": "",
  "data": {
    "agents": [
      {
        "agentId": "64b7f1a2e4b0a5d3f9c12345",
        "agentName": "John Doe",
        "agentEmail": "[email protected]",
        "metrics": {
          "conversationsHandled": 45,
          "emailsSent": 78,
          "emailsReceived": 92,
          "averageResponseTime": 12.5,
          "medianResponseTime": 8.2,
          "withinSLA": 38,
          "outsideSLA": 7,
          "resolutionRate": 0.84,
          "averageResolutionTime": 45.8
        }
      },
      {
        "agentId": "64b7f2b3e4b0a5d3f9c54321",
        "agentName": "Jane Smith",
        "agentEmail": "[email protected]",
        "metrics": {
          "conversationsHandled": 52,
          "emailsSent": 95,
          "emailsReceived": 108,
          "averageResponseTime": 8.7,
          "medianResponseTime": 6.5,
          "withinSLA": 47,
          "outsideSLA": 5,
          "resolutionRate": 0.90,
          "averageResolutionTime": 32.4
        }
      }
    ],
    "summary": {
      "totalAgents": 8,
      "activeAgents": 6,
      "averageConversationsPerAgent": 32.5,
      "overallSLACompliance": 0.85
    }
  }
}

401 Unauthorized

{
  "error": {
    "code": "UNAUTHORIZED",
    "message": "Missing or invalid token"
  }
}

500 Internal Server Error

{
  "error": {
    "code": "SERVER_ERROR",
    "message": "Internal server error"
  }
}

Example

curl -X GET 'http://localhost:2000/email-meter/stats/agents/2025-10-01/2025-10-07' \
  -H 'Authorization: Bearer your-jwt-token'

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

const workloadBalance = {
  balanced: Math.max(...agents.map(a => a.metrics.conversationsHandled)) / 
             Math.min(...agents.map(a => a.metrics.conversationsHandled)) < 2,
  overloaded: agents.some(a => a.metrics.conversationsHandled > average * 1.5),
  underutilized: agents.some(a => a.metrics.conversationsHandled < average * 0.5)
};

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

Use /email-meter/stats/agents-highlevel for team-level metrics
Use /email-meter/stats/response-times for overall response analysis
Use /email-meter/stats/resolved-times for 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

Authorization

string

header

required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Path Parameters

startDate

string<date>

required

Start date of the range (ISO 8601). Defaults to 7 days before today if not provided.

endDate

string<date>

required

End date of the range (ISO 8601). Defaults to today if not provided.

Response

Successfully retrieved agent-level statistics

message

string

Example:

""

data

object

Show child attributes

Agent Performance Summary Conversation Resolution Times

⌘I

Setup & Integration

Email Statistics

Agent Analytics

Performance Metrics

Client Analytics

Request

Headers

Path Parameters

Parameter Format

Response

200 OK - Successfully retrieved detailed agent statistics

401 Unauthorized

500 Internal Server Error

Example

Data Fields Explained

Agent Metrics

Summary Metrics

Performance Analysis

Agent Performance Tiers

Workload Balance

Use Cases

Best Practices

Notes

Authorizations

Path Parameters

Response

Setup & Integration

Email Statistics

Agent Analytics

Performance Metrics

Client Analytics

​Request

​Headers

​Path Parameters

​Parameter Format

​Response

​200 OK - Successfully retrieved detailed agent statistics

​401 Unauthorized

​500 Internal Server Error

​Example

​Data Fields Explained

​Agent Metrics

​Summary Metrics

​Performance Analysis

​Agent Performance Tiers

​Workload Balance

​Use Cases

​Best Practices

​Related Endpoints

​Notes

Authorizations

Path Parameters

Response

Request

Headers

Path Parameters

Parameter Format

Response

200 OK - Successfully retrieved detailed agent statistics

401 Unauthorized

500 Internal Server Error

Example

Data Fields Explained

Agent Metrics

Summary Metrics

Performance Analysis

Agent Performance Tiers

Workload Balance

Use Cases

Best Practices

Related Endpoints

Notes