Get conversation resolution time statistics
Agent Analytics
Conversation Resolution Times
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. - If no startDate or endDate is provided, defaults to the last 7 days (a week from today).
GET
Get conversation resolution time statistics
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
| 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 resolution time statistics
401 Unauthorized
500 Internal Server Error
Example
Data Fields Explained
From First Email
| Field | Type | Description |
|---|---|---|
| min | number | Minimum time from first email to resolution (minutes) |
| max | number | Maximum time from first email to resolution (minutes) |
| average | number | Average time from first email to resolution (minutes) |
| median | number | Median time from first email to resolution (minutes) |
From Last Assigned Agent
| Field | Type | Description |
|---|---|---|
| withDelays | object | Resolution times including delays (minutes) |
| withoutDelays | object | Resolution times excluding delays (minutes) |
Resolution Time Metrics
| Field | Type | Description |
|---|---|---|
| min | number | Minimum resolution time (minutes) |
| max | number | Maximum resolution time (minutes) |
| average | number | Average resolution time (minutes) |
| median | number | Median 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
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
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
- Monitoring: Track resolution times continuously
- Alerts: Set up alerts for extended resolutions
- Analysis: Analyze patterns in delayed resolutions
- Optimization: Streamline resolution processes
- Training: Focus on resolution time improvement
Related Endpoints
- Use
/email-meter/stats/response-timesfor initial response metrics - Use
/email-meter/stats/agents-detailedfor agent-specific resolution data - Use
/email-meter/stats/flagsfor 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
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.