Metrics
Metadata
| Version | 1.0 |
| Last Updated | January 13, 2017 |
Actions
Conversations
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| is_first_contact_resolved | boolean | ||
| was_reopened | boolean | ||
| last_reopened_at | timestamp | ISO-8601 Format | |
| first_assignment_at | timestamp | ISO-8601 Format | |
| last_assignment_at | timestamp | ISO-8601 Format | |
| last_activity_by_requester_at | timestamp | ISO-8601 Format | |
| last_activity_by_assignee_at | timestamp | ISO-8601 Format | |
| last_reply_by_agent_at | timestamp | ISO-8601 Format | |
| last_reply_by_assignee_at | timestamp | ISO-8601 Format | |
| last_reply_by_requester_at | timestamp | ISO-8601 Format | |
| last_reply_by_customer_at | timestamp | ISO-8601 Format | |
| agent_updated_at | timestamp | ISO-8601 Format | |
| customer_updated_at | timestamp | ISO-8601 Format | |
| requester_updated_at | timestamp | ISO-8601 Format | |
| team_updated_at | timestamp | ISO-8601 Format | |
| priority_updated_at | timestamp | ISO-8601 Format | |
| type_updated_at | timestamp | ISO-8601 Format | |
| status_update_at | timestamp | ISO-8601 Format | |
| reopen_count | integer | ||
| resolution_at | timestamp | ISO-8601 Format | |
| agents_to_resolution | integer | ||
| replies_to_resolution | integer | ||
| last_replier | User | ||
| resolved_by | User | ||
| resolution_calendar_time | integer | ||
| resolution_business_time | integer | ||
| average_calendar_response_time | integer | ||
| average_business_response_time | integer | ||
| agent_first_calendar_response_time | integer | ||
| agent_first_business_response_time | integer | ||
| agent_calendar_wait_time | integer | ||
| agent_business_wait_time | integer | ||
| customer_calendar_wait_time | integer | ||
| customer_business_wait_time | integer | ||
| priority_change_count | integer | ||
| sla_change_count | integer | ||
| agent_reply_count | integer | ||
| requester_reply_count | integer | ||
| assignee_change_count | integer | ||
| team_change_count | integer | ||
| agent_touch_count | integer |
Retrieve conversation metrics
GET /api/v1/cases/:id/metrics.jsonInformation
| Allowed for | Agents, Admins & Owners |
| Scope | conversations |
Response
{
"status": 200,
"data": {
"is_first_contact_resolved": false,
"was_reopened": false,
"last_reopen_at": null,
"first_assignment_at": null,
"last_assignment_at": "1970-01-01T00:00:00+05:00",
"last_activity_by_requester_at": null,
"last_activity_by_assignee_at": "2016-03-10T12:34:24+05:00",
"last_reply_by_agent_at": "2016-03-10T12:34:24+05:00",
"last_reply_by_assignee_at": "2016-03-10T12:34:24+05:00",
"last_reply_by_requester_at": null,
"last_reply_by_customer_at": null,
"agent_update_at": "2016-03-10T12:34:24+05:00",
"customer_updated_at": null,
"requester_updated_at": null,
"team_updated_at": null,
"priority_updated_at": null,
"type_updated_at": null,
"status_update_at": "2016-03-10T12:34:24+05:00",
"reopen_count": 0,
"resolution_at": null,
"agents_to_resolution": 0,
"replies_to_resolution": 0,
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"resolved_by": null,
"resolution_calendar_time": 0,
"resolution_business_time": 0,
"average_calendar_response_time": 0,
"average_business_response_time": 0,
"agent_first_calendar_response_time": 402,
"agent_first_business_response_time": 0,
"agent_calendar_wait_time": 0,
"agent_business_wait_time": 0,
"customer_calendar_wait_time": 0,
"customer_business_wait_time": 0,
"priority_change_count": 0,
"sla_change_count": 0,
"agent_reply_count": 1,
"requester_reply_count": 0,
"assignee_change_count": 0,
"team_change_count": 0,
"agent_touch_count": 1,
"resource_type": "case_metric"
}
,
"resource": "case_metric"
}