Agents performance

Overview

The agents_performance function provides comprehensive statistics for human agents. Use this endpoint to:

• Evaluate agent response times and performance metrics
• Track agent activity and conversation handling
• Monitor rating scores and customer satisfaction

Quick start

query AgentsPerformance(
  $deskIds: _uuid
  $integrationIds: _uuid
  $channels: _text
  $startDate: timestamp
  $endDate: timestamp
  $isTest: Boolean
  $agentIds: _text
) {
  rows: agents_performance(
    args: {
      start_time: $startDate
      end_time: $endDate
      desk_ids: $deskIds
      integration_ids: $integrationIds
      channels: $channels
      is_test: $isTest
      agent_ids: $agentIds
    }
  ) {
    agent_id
    agent_name
    avg_response_time
    avg_first_response_time
    median_response_time
    median_first_response_time
    max_response_time
    max_first_response_time
    min_response_time
    min_first_response_time
    avg_close_time
    median_close_time
    max_close_time
    min_close_time
    ratings
    avg_rating
    ratings_more_than_3
    closed_conversations
    participated_sessions
    replies
  }
}

Variables:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Try it

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Parameters

Parameter	Type	Description
deskIds	_uuid	Filter by desk IDs
integrationIds	_uuid	Filter by integration IDs
channels	_text	Filter by channels (web, facebook, viber, etc.)
startDate	timestamp	Start date (format: yyyy-mm-dd)
endDate	timestamp	End date (format: yyyy-mm-dd)
isTest	Boolean	Exclude test sessions when set to false
agentIds	_text	Filter by specific agent IDs

Response fields

Agent identification

Field	Type	Description
agent_id	uuid	Unique agent identifier
agent_name	String	Agent display name

Response time metrics

All response time values are in minutes.

Field	Type	Description
avg_response_time	Float	Average time to respond to messages
avg_first_response_time	Float	Average time to send the first response
median_response_time	Float	Median time to respond to messages
median_first_response_time	Float	Median time to send the first response
max_response_time	Float	Maximum response time recorded
max_first_response_time	Float	Maximum first response time recorded
min_response_time	Float	Minimum response time recorded
min_first_response_time	Float	Minimum first response time recorded

Close time metrics

All close time values are in minutes.

Field	Type	Description
avg_close_time	Float	Average time to close conversations
median_close_time	Float	Median time to close conversations
max_close_time	Float	Maximum close time recorded
min_close_time	Float	Minimum close time recorded

Rating metrics

Field	Type	Description
ratings	Int	Total number of ratings received
avg_rating	Float	Average rating score (1-5, null if no ratings)
ratings_more_than_3	Int	Number of ratings greater than 3

Activity metrics

Field	Type	Description
closed_conversations	Int	Number of conversations closed by the agent
participated_sessions	Int	Total sessions the agent participated in
replies	Int	Total number of replies sent by the agent

Common use cases

Single desk

Get performance for a single desk:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Multiple desks

Get performance across multiple desks:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c, 51ff88a7-dfab-44e5-9303-9b2bf13f1c94}",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Specific agents

Get performance for specific agents:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "agentIds": "{1b28b8ba-c9de-42ac-94ad-564e0c6858c9, 1e47963e-ae46-4821-ae61-10773d1141a2}",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Specific channels

Filter by specific channels:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "channels": "{web, facebook, viber}",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Production only

Exclude test sessions:

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "isTest": false,
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Example response

{
  "data": {
    "rows": [
      {
        "agent_id": "1b28b8ba-c9de-42ac-94ad-564e0c6858c9",
        "agent_name": "John Doe",
        "avg_response_time": 0.4279857,
        "avg_first_response_time": 0.48434165,
        "median_response_time": 0.26963332,
        "median_first_response_time": 0.36688334,
        "max_response_time": 1.7883333,
        "max_first_response_time": 1.7883333,
        "min_response_time": 0.0681,
        "min_first_response_time": 0.0681,
        "avg_close_time": null,
        "median_close_time": null,
        "max_close_time": null,
        "min_close_time": null,
        "ratings": 4,
        "avg_rating": 3.75,
        "ratings_more_than_3": 3,
        "closed_conversations": 0,
        "participated_sessions": 18,
        "replies": 36
      },
      {
        "agent_id": "1e47963e-ae46-4821-ae61-10773d1141a2",
        "agent_name": "Tim Johnson",
        "avg_response_time": 4.1929,
        "avg_first_response_time": 5.1929,
        "median_response_time": 5.0929,
        "median_first_response_time": 4.1929,
        "max_response_time": 4.1929,
        "max_first_response_time": 4.1929,
        "min_response_time": 4.1929,
        "min_first_response_time": 4.1929,
        "avg_close_time": null,
        "median_close_time": null,
        "max_close_time": null,
        "min_close_time": null,
        "ratings": 100,
        "avg_rating": null,
        "ratings_more_than_3": 88,
        "closed_conversations": 1348,
        "participated_sessions": 1351,
        "replies": 12519
      }
    ]
  }
}