agent_summary

Agent summary report containing conversation statistics grouped by agent.

Array [

idnumber

The agent (user) ID

conversations_countnumber

Number of conversations assigned to the agent during the date range

resolved_conversations_countnumber

Number of conversations resolved by the agent during the date range

avg_resolution_timenumber | nullnullable

Average time (in seconds) to resolve conversations. Null if no data available.

avg_first_response_timenumber | nullnullable

Average time (in seconds) for the first response. Null if no data available.

avg_reply_timenumber | nullnullable

Average time (in seconds) between replies. Null if no data available.

]

agent_summary

[
  {
    "id": 1,
    "conversations_count": 150,
    "resolved_conversations_count": 120,
    "avg_resolution_time": 3600,
    "avg_first_response_time": 300,
    "avg_reply_time": 600
  },
  {
    "id": 2,
    "conversations_count": 75,
    "resolved_conversations_count": 60,
    "avg_resolution_time": 1800,
    "avg_first_response_time": 180,
    "avg_reply_time": 420
  }
]