Get flagged and completion time statistics
Performance Metrics
Flagged Conversation Statistics
Retrieves statistics related to flagged conversations, including the time to flag and the time to complete resolution after flagging. If startDate or endDate are not provided, defaults to the last 7 days.
GET
Get flagged and completion time statistics
Retrieves statistics related to flagged conversations, including the time to flag and the time to complete resolution after flagging.
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 flag and completion statistics
401 Unauthorized
500 Internal Server Error
Example
Data Fields Explained
Times - Flagged
| Field | Type | Description |
|---|---|---|
| min | number | Minimum time to flag conversation (minutes) |
| max | number | Maximum time to flag conversation (minutes) |
| average | number | Average time to flag conversation (minutes) |
| median | number | Median time to flag conversation (minutes) |
Times - Complete
| Field | Type | Description |
|---|---|---|
| fromFlagged | object | Resolution time from flagged state (minutes) |
| fromUnFlagged | object | Resolution time from normal state (minutes) |
Counts
| Field | Type | Description |
|---|---|---|
| totalFlagged | integer | Total conversations flagged |
| completedFromFlagged | integer | Flagged conversations completed |
| completedFromUnFlagged | integer | Unflagged conversations completed |
Flag Analysis
Flagging Efficiency
Resolution Comparison
Use Cases
- Quality Control: Monitor flagged conversation handling
- Process Improvement: Identify issues requiring flagging
- Training Needs: Target training based on flag patterns
- Escalation Management: Track escalation effectiveness
- Performance Metrics: Measure flag resolution efficiency
Flag Categories
Common Flag Reasons
- Urgent: Requires immediate attention
- Escalation: Needs higher-level support
- Complex: Requires specialized knowledge
- Sensitive: Contains sensitive information
- Compliance: Requires compliance review
Performance Targets
- Time to Flag: < 30 minutes for urgent issues
- Resolution from Flag: < 2 hours for urgent flags
- Flag Completion Rate: > 90% of flagged conversations resolved
- Flag Accuracy: > 80% of flags are appropriate
Best Practices
- Flagging Guidelines: Establish clear flagging criteria
- Training: Train agents on when and how to flag
- Monitoring: Track flag patterns and resolution times
- Feedback: Provide feedback on flagging accuracy
- Process Review: Regularly review flagging processes
Related Endpoints
- Use
/email-meter/stats/resolved-timesfor overall resolution metrics - Use
/email-meter/stats/agents-detailedfor agent-specific flag data - Use
/email-meter/stats/response-timesfor initial response analysis
Notes
- Flag times are calculated from conversation start to flag action
- Resolution times are calculated from flag to resolution
- Only manual flags by agents are included
- Automated flags are tracked separately
- Flag reasons may be analyzed for pattern identification
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.