Get high-level agent performance statistics
Agent Analytics
Agent Performance Summary
Retrieves high-level metrics for agent performance and email assignment efficiency within the given date range. - Includes statistics on time to assign agents and number of agents per conversation. - If no startDate or endDate is provided, defaults to the last 7 days (a week from today).
GET
Get high-level agent performance statistics
Retrieves high-level metrics for agent performance and email assignment efficiency within the given date range. Includes statistics on time to assign agents and number of agents per conversation.
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 agent high-level statistics
401 Unauthorized
500 Internal Server Error
Example
Data Fields Explained
Agent Assignment Times
| Field | Type | Description |
|---|---|---|
| first | object | Time to assign first agent (minutes) |
| overall | object | Time to complete all assignments (minutes) |
Assignment Time Metrics
| Field | Type | Description |
|---|---|---|
| min | number | Minimum assignment time (minutes) |
| max | number | Maximum assignment time (minutes) |
| average | number | Average assignment time (minutes) |
| median | number | Median assignment time (minutes) |
Agents Count
| Field | Type | Description |
|---|---|---|
| min | number | Minimum agents per conversation |
| max | number | Maximum agents per conversation |
| average | number | Average agents per conversation |
| median | number | Median agents per conversation |
Performance Metrics
Assignment Efficiency
- Excellent: < 5 minutes to first assignment
- Good: 5-10 minutes to first assignment
- Needs Improvement: 10-20 minutes
- Poor: > 20 minutes
Agent Utilization
- Optimal: 1-2 agents per conversation
- Collaborative: 2-3 agents per conversation
- Overstaffed: > 3 agents per conversation
- Understaffed: Consistent 1 agent with long assignments
Use Cases
- Team Performance: Monitor agent assignment efficiency
- Resource Planning: Optimize agent allocation
- Process Improvement: Identify bottlenecks in assignment
- Quality Assurance: Ensure timely agent responses
- Capacity Analysis: Understand agent workload distribution
Analysis Examples
Assignment Performance
Workload Distribution
Best Practices
- Monitoring: Track assignment times regularly
- Alerts: Set up alerts for slow assignments
- Balancing: Distribute workload evenly across agents
- Training: Use data for agent performance training
- Optimization: Continuously improve assignment processes
Performance Targets
Assignment Time Targets
- First Assignment: < 10 minutes (80% of conversations)
- Complete Assignment: < 20 minutes (90% of conversations)
- Maximum Time: < 60 minutes (99% of conversations)
Agent Count Targets
- Average: 1.5-2.5 agents per conversation
- Maximum: < 5 agents per conversation
- Consistency: Low variance in agent counts
Related Endpoints
- Use
/email-meter/stats/agents-detailedfor per-agent statistics - Use
/email-meter/stats/response-timesfor overall response metrics - Use
/email-meter/stats/resolved-timesfor resolution analysis
Notes
- Assignment times are calculated from email receipt to agent assignment
- Times exclude automated assignments and routing
- Only human agent assignments are included
- Business hours are considered by default
- Weekends and holidays may affect average times
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.