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GET
Get email response time statistics
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

Path Parameters

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

400 Bad Request

401 Unauthorized

500 Internal Server Error

Example

Data Fields Explained

First Response Metrics

Overall Response Metrics

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

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