Skip to main content
GET
/
email-meter
/
stats
/
response-times
/
{startDate}
/
{endDate}
Get email response time statistics
curl --request GET \
  --url http://localhost:2000/email-meter/stats/response-times/{startDate}/{endDate} \
  --header 'Authorization: Bearer <token>'
{
  "message": "",
  "data": {
    "first": {
      "min": 0.5,
      "max": 24,
      "average": 4.2,
      "median": 3.9
    },
    "overall": {
      "min": 0.3,
      "max": 26.5,
      "average": 5.8,
      "median": 5
    },
    "sla": {
      "withinSLA": 180,
      "afterSLA": 20,
      "percentage": 90
    }
  }
}
Returns detailed response time metrics for emails within the specified date range. Includes both first response and overall response time statistics. Also reports SLA (Service Level Agreement - currently 15 mins) compliance breakdown.

​
Request

​
Headers

NameTypeRequiredDescription
AuthorizationstringYesBearer token

​
Path Parameters

ParameterTypeRequiredDescription
startDatestringYesStart date for the report (ISO 8601). Defaults to 7 days before today
endDatestringYesEnd date for the report (ISO 8601). Defaults to today

​
Parameter Format

  • Format: YYYY-MM-DDTHH:mm:ss.sssZ (ISO 8601)
  • Timezone: UTC
  • Default: Last 7 days if not provided

​
Response

​
200 OK - Successfully retrieved response time statistics

{
  "message": "",
  "data": {
    "firstResponse": {
      "min": 2,
      "max": 180,
      "average": 25.5,
      "median": 18.2,
      "withinSLA": 85,
      "outsideSLA": 15
    },
    "overallResponse": {
      "min": 5,
      "max": 240,
      "average": 45.8,
      "median": 38.5,
      "withinSLA": 72,
      "outsideSLA": 28
    }
  }
}

​
400 Bad Request

{
  "error": {
    "code": "INVALID_DATE_RANGE",
    "message": "Invalid date range or malformed request"
  }
}

​
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/response-times/2025-10-01T00:00:00.000Z/2025-10-20T23:59:59.000Z' \
  -H 'Authorization: Bearer your-jwt-token'

​
Data Fields Explained

​
First Response Metrics

FieldTypeDescription
minnumberMinimum first response time (minutes)
maxnumberMaximum first response time (minutes)
averagenumberAverage first response time (minutes)
mediannumberMedian first response time (minutes)
withinSLAintegerCount of responses within 15 minutes
outsideSLAintegerCount of responses after 15 minutes

​
Overall Response Metrics

FieldTypeDescription
minnumberMinimum overall response time (minutes)
maxnumberMaximum overall response time (minutes)
averagenumberAverage overall response time (minutes)
mediannumberMedian overall response time (minutes)
withinSLAintegerCount of final responses within 15 minutes
outsideSLAintegerCount of final responses after 15 minutes

​
SLA Compliance

​
Current SLA: 15 Minutes

  • Within SLA: Response sent within 15 minutes
  • Outside SLA: Response sent after 15 minutes
  • First Response: Time to first reply in conversation
  • Overall Response: Time to final resolution

​
SLA Calculations

SLA Compliance Rate = (withinSLA / (withinSLA + outsideSLA)) * 100

​
Use Cases

  • Service Quality: Monitor email response performance
  • SLA Reporting: Track compliance with service level agreements
  • Team Performance: Evaluate agent response times
  • Process Improvement: Identify areas needing faster responses
  • Customer Satisfaction: Correlate response times with satisfaction

​
Performance Metrics

​
Response Time Categories

  • Excellent: < 5 minutes
  • Good: 5-15 minutes (within SLA)
  • Needs Improvement: 15-60 minutes
  • Poor: > 60 minutes

​
Benchmarking

  • Compare against industry standards
  • Track improvement over time
  • Identify peak performance periods
  • Monitor team performance trends

​
Best Practices

  1. Monitoring: Regularly check SLA compliance
  2. Alerts: Set up alerts for SLA breaches
  3. Analysis: Analyze patterns in delayed responses
  4. Training: Use data for agent training
  5. Optimization: Identify bottlenecks in response process
  • Use /email-meter/stats/agents-detailed for agent-specific response times
  • Use /email-meter/stats/hourly-trends for time-of-day analysis
  • Use /email-meter/stats/clients/response-times for client-specific analysis

​
Notes

  • All response times are calculated in minutes
  • Times are based on business hours by default
  • Weekends and holidays may be excluded based on configuration
  • Automated responses are excluded from calculations
  • Response times include only human-to-human interactions

Authorizations

​
Authorization
string
header
required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Path Parameters

​
startDate
string<date-time>
required

Start date for the report (ISO 8601 format).

​
endDate
string<date-time>
required

End date for the report (ISO 8601 format).

Response

Successfully retrieved response time statistics

​
message
string
Example:

""

​
data
object