Get email response time statistics
Email Statistics
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 (responses within SLA vs. after SLA). - If no/invalid startDate or endDate is provided, the system defaults to the last 7 days (a week from today).
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
| Name | Type | Required | Description |
|---|---|---|---|
| Authorization | string | Yes | Bearer token |
Path Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| startDate | string | Yes | Start date for the report (ISO 8601). Defaults to 7 days before today |
| endDate | string | Yes | End 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
400 Bad Request
401 Unauthorized
500 Internal Server Error
Example
Data Fields Explained
First Response Metrics
| Field | Type | Description |
|---|---|---|
| min | number | Minimum first response time (minutes) |
| max | number | Maximum first response time (minutes) |
| average | number | Average first response time (minutes) |
| median | number | Median first response time (minutes) |
| withinSLA | integer | Count of responses within 15 minutes |
| outsideSLA | integer | Count of responses after 15 minutes |
Overall Response Metrics
| Field | Type | Description |
|---|---|---|
| min | number | Minimum overall response time (minutes) |
| max | number | Maximum overall response time (minutes) |
| average | number | Average overall response time (minutes) |
| median | number | Median overall response time (minutes) |
| withinSLA | integer | Count of final responses within 15 minutes |
| outsideSLA | integer | Count 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
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
- Monitoring: Regularly check SLA compliance
- Alerts: Set up alerts for SLA breaches
- Analysis: Analyze patterns in delayed responses
- Training: Use data for agent training
- Optimization: Identify bottlenecks in response process
Related Endpoints
- Use
/email-meter/stats/agents-detailedfor agent-specific response times - Use
/email-meter/stats/hourly-trendsfor time-of-day analysis - Use
/email-meter/stats/clients/response-timesfor 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
Bearer authentication header of the form Bearer <token>, where <token> is your auth token.
Path Parameters
Start date for the report (ISO 8601 format).
End date for the report (ISO 8601 format).