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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

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 resolution time statistics

401 Unauthorized

500 Internal Server Error

Example

Data Fields Explained

From First Email

From Last Assigned Agent

Resolution Time Metrics

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

  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