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Conversation statistics

Conversation statistics

A Statistics object containing all information required for reporting, with timestamps and calculated metrics.

typestring
Example:"conversation_statistics"
time_to_assignmentinteger

Duration until last assignment before first admin reply. In seconds.

Example:2310
time_to_admin_replyinteger

Duration until first admin reply. Subtracts out of business hours. In seconds.

Example:2310
time_to_first_closeinteger

Duration until conversation was closed first time. Subtracts out of business hours. In seconds.

Example:2310
time_to_last_closeinteger

Duration until conversation was closed last time. Subtracts out of business hours. In seconds.

Example:2310
median_time_to_replyinteger

Median based on all admin replies after a contact reply. Subtracts out of business hours. In seconds.

Example:2310
first_contact_reply_atinteger, (date-time)

Time of first text conversation part from a contact.

Example:1663597233
first_assignment_atinteger, (date-time)

Time of first assignment after first_contact_reply_at.

Example:1663597233
first_admin_reply_atinteger, (date-time)

Time of first admin reply after first_contact_reply_at.

Example:1663597233
first_close_atinteger, (date-time)

Time of first close after first_contact_reply_at.

Example:1663597233
last_assignment_atinteger, (date-time)

Time of last assignment after first_contact_reply_at.

Example:1663597233
last_assignment_admin_reply_atinteger, (date-time)

Time of first admin reply since most recent assignment.

Example:1663597233
last_contact_reply_atinteger, (date-time)

Time of the last conversation part from a contact.

Example:1663597233
last_admin_reply_atinteger, (date-time)

Time of the last conversation part from an admin.

Example:1663597233
last_close_atinteger, (date-time)

Time of the last conversation close.

Example:1663597233
last_closed_by_idstring

The last admin who closed the conversation. Returns a reference to an Admin object.

Example:"c3po"
count_reopensinteger

Number of reopens after first_contact_reply_at.

Example:1
count_assignmentsinteger

Number of assignments after first_contact_reply_at.

Example:1
count_conversation_partsinteger

Total number of conversation parts.

Example:1
assigned_team_first_response_timeArray of objects(Conversation response time)

An array of conversation response time objects

assigned_team_first_response_time_in_office_hoursArray of objects(Conversation response time)

An array of conversation response time objects within office hours

handling_timeinteger

Time from conversation assignment to conversation close in seconds.

Example:2310
adjusted_handling_timeinteger or null

Adjusted handling time for conversation in seconds. This is the active handling time excluding idle periods when teammates are not actively working on the conversation.

Example:1800
{
  "type": "conversation_statistics",
  "time_to_assignment": 2310,
  "time_to_admin_reply": 2310,
  "time_to_first_close": 2310,
  "time_to_last_close": 2310,
  "median_time_to_reply": 2310,
  "first_contact_reply_at": 1663597233,
  "first_assignment_at": 1663597233,
  "first_admin_reply_at": 1663597233,
  "first_close_at": 1663597233,
  "last_assignment_at": 1663597233,
  "last_assignment_admin_reply_at": 1663597233,
  "last_contact_reply_at": 1663597233,
  "last_admin_reply_at": 1663597233,
  "last_close_at": 1663597233,
  "last_closed_by_id": "c3po",
  "count_reopens": 1,
  "count_assignments": 1,
  "count_conversation_parts": 1,
  "assigned_team_first_response_time": [
    { … }
  ],
  "assigned_team_first_response_time_in_office_hours": [
    { … }
  ],
  "handling_time": 2310,
  "adjusted_handling_time": 1800
}