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GET
/
email-meter
/
stats
/
resolved-times
/
{startDate}
/
{endDate}
Get conversation resolution time statistics
curl --request GET \
  --url http://localhost:2000/email-meter/stats/resolved-times/{startDate}/{endDate} \
  --header 'Authorization: Bearer <token>'
{
  "message": "",
  "data": {
    "fromFirstEmail": {
      "min": 0.5,
      "max": 26.5,
      "average": 4.2,
      "median": 3.9,
      "count": 200
    },
    "fromLastAssignedAgent": {
      "withDelays": {
        "min": 0.5,
        "max": 26.5,
        "average": 4.2,
        "median": 3.9,
        "count": 200
      },
      "withoutDelays": {
        "min": 0.5,
        "max": 26.5,
        "average": 4.2,
        "median": 3.9,
        "count": 200
      }
    }
  }
}
Retrieves metrics about how long conversations take to resolve. Includes resolution times from the first received email and from the last assigned agent, both with and without delays.

​
Request

​
Headers

NameTypeRequiredDescription
AuthorizationstringYesBearer token

​
Path Parameters

ParameterTypeRequiredDescription
startDatestringYesStart date of the range (ISO 8601). Defaults to 7 days before today
endDatestringYesEnd 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 resolution time statistics

{
  "message": "",
  "data": {
    "fromFirstEmail": {
      "min": 15,
      "max": 480,
      "average": 85.5,
      "median": 72.0
    },
    "fromLastAssignedAgent": {
      "withDelays": {
        "min": 5,
        "max": 240,
        "average": 45.8,
        "median": 38.5
      },
      "withoutDelays": {
        "min": 2,
        "max": 120,
        "average": 25.4,
        "median": 20.0
      }
    }
  }
}

​
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/resolved-times/2025-10-01/2025-10-20' \
  -H 'Authorization: oBearerBearer your-jwt-token'
'

​
Data Fields Explained

​
From First Email

FieldTypeDescription
minnumberMinimum time from first email to resolution (minutes)
maxnumberMaximum time from first email to resolution (minutes)
averagenumberAverage time from first email to resolution (minutes)
mediannumberMedian time from first email to resolution (minutes)

​
From Last Assigned Agent

FieldTypeDescription
withDelaysobjectResolution times including delays (minutes)
withoutDelaysobjectResolution times excluding delays (minutes)

​
Resolution Time Metrics

FieldTypeDescription
minnumberMinimum resolution time (minutes)
maxnumberMaximum resolution time (minutes)
averagenumberAverage resolution time (minutes)
mediannumberMedian resolution time (minutes)

​
Resolution Categories

​
Time Categories

  • Excellent: < 30 minutes
  • Good: 30-60 minutes
  • Acceptable: 60-120 minutes
  • Needs Improvement: 120-240 minutes
  • Critical: > 240 minutes

​
Delay Impact

const delayImpact = {
  withDelays: data.data.fromLastAssignedAgent.withDelays.average,
  withoutDelays: data.data.fromLastAssignedAgent.withoutDelays.average,
  impactPercentage: ((withDelays - withoutDelays) / withoutDelays) * 100
};

​
Use Cases

  • Service Quality: Monitor conversation resolution efficiency
  • Process Improvement: Identify bottlenecks in resolution
  • Customer Experience: Track time to issue resolution
  • Team Performance: Evaluate agent resolution capabilities
  • SLA Management: Track resolution service level agreements

​
Performance Metrics

​
Resolution Efficiency

const efficiencyMetrics = {
  sameDayResolution: percentage < 1440, // Less than 24 hours
  quickResolution: percentage < 60,      // Less than 1 hour
  standardResolution: percentage < 480,  // Less than 8 hours
  extendedResolution: percentage >= 480  // More than 8 hours
};

​
Delay Analysis

  • Processing Delays: Time spent in queues and routing
  • Agent Delays: Time waiting for agent availability
  • Customer Delays: Time waiting for customer responses
  • System Delays: Technical processing delays

​
Best Practices

  1. Monitoring: Track resolution times continuously
  2. Alerts: Set up alerts for extended resolutions
  3. Analysis: Analyze patterns in delayed resolutions
  4. Optimization: Streamline resolution processes
  5. Training: Focus on resolution time improvement
  • Use /email-meter/stats/response-times for initial response metrics
  • Use /email-meter/stats/agents-detailed for agent-specific resolution data
  • Use /email-meter/stats/flags for flagged conversation metrics

​
Notes

  • Resolution times are calculated in minutes
  • Times are based on business hours by default
  • Only resolved conversations are included in calculations
  • Delays include queue time, routing delays, and customer response waits
  • Automated resolutions are excluded from manual resolution metrics

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 resolution time statistics

​
message
string
Example:

""

​
data
object