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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

Path Parameters

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

Assignment Time Metrics

Agents Count

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

  1. Monitoring: Track assignment times regularly
  2. Alerts: Set up alerts for slow assignments
  3. Balancing: Distribute workload evenly across agents
  4. Training: Use data for agent performance training
  5. 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
  • Use /email-meter/stats/agents-detailed for per-agent statistics
  • Use /email-meter/stats/response-times for overall response metrics
  • Use /email-meter/stats/resolved-times for 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

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 high-level statistics

message
string
data
object