This article covers reporting metrics that can be calculated using our REST API and CSV exports. Not all metrics can be calculated with our REST API due to some data not being included in the API endpoints.
Important definitions and terms:
Visible conversation part = Conversation part that is visible to the customer.
Human admin conversation part = Conversation part created by a teammate. Excludes parts created by Operator, Facebook and GitHub bots.
All durations are in seconds.
The durations in the API exclude office hours.
The durations in Elasticsearch that exclude office hours have a suffix
_ooo.
API
Timestamps
first_contact_reply_at
| Timestamp for the earliest of the following:
|
first_assignment_at | Timestamp of the first assignment conversation part after first_contact_reply_at |
first_admin_reply_at | Timestamp of the first visible human admin conversation part after first_contact_reply_at |
first_close_at | Timestamp of the first close conversation part after first_contact_reply_at |
last_assignment_at | Timestamp of the last assignment conversation part after first_contact_reply_at |
last_assignment_admin_reply_at | Timestamp of the last assignment conversation part after first_contact_reply_at and before first_admin_reply_at |
last_contact_reply_at
| Timestamp for the latest of the following:
|
last_admin_reply_at | Timestamp of the last user visible human admin conversation part after first_contact_reply_at |
last_close_at | Timestamp of the last close conversation part after first_contact_reply_at |
count_reopens | Number of reopens after first_contact_reply_at |
count_assignments | Number of assignments after first_contact_reply_at |
count_conversation_parts | Total number of conversation parts |
Durations
time_to_assignment | |
time_to_admin_reply | |
time_to_first_close | |
time_to_last_close | |
reply_times | List of reply times for a conversation. A reply time is the time difference between a visible human admin conversation part and the previous visible conversation part if that part was created by the customer. |
Elasticsearch - new pipeline
Timestamps
started_at | Same as first_contact_reply_at |
first_response_at | Same as first_admin_reply_at |
last_closed_at | Same as last_close_at |
last_closed_by_human_at | Timestamp of the last close conversation part by a human after started_at |
Durations
time_to_last_close | Same as time_to_last_close |
time_to_last_close_by_human | |
first_response_time | Same as time_to_admin_reply |
Elasticsearch - legacy pipeline
New inbound conversations
This chart shows data for the conversations linked to the UserMessage messages, the selected timeframe is applied to the conversation created_at.
CSV export
“CSV export” exports the data linked to the message threads in the selected timeframe.
The CSV export contains all the conversations linked to all the types of messages, whereas some charts in your Workspace's Reports only show conversation stats for a specific message type. For example, the “New inbound conversations” chart represents only the conversations linked to a message of type UserMessage.
Important: Comparing CSV export results with your workspace dashboard charts may not yield the same results since message thread created_at is not the same as the conversation created_at.
Examples
Scenario 1
Scenario 2
Scenario 3
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