Agents performance (advanced)

Overview

The get_agents_performance function provides advanced human agent performance metrics with detailed response time breakdowns. Use this endpoint to:

Analyze detailed response time distributions
Track agent efficiency metrics
Generate comprehensive performance reports

Quick start

query GetAgentsPerformance(
  $deskIds: _uuid
  $brainIds: _uuid
  $integrationIds: _uuid
  $agentIds: _text
  $startDate: timestamp
  $endDate: timestamp
  $isTest: Boolean
) {
  rows: get_agents_performance(
    args: {
      desk_ids: $deskIds
      brain_parent_ids: $brainIds
      integration_ids: $integrationIds
      agent_ids: $agentIds
      start_time: $startDate
      end_time: $endDate
      is_test: $isTest
    }
  ) {
    agent_id
    agent_name
    avg_response_time
    avg_first_response_time
    median_response_time
    median_first_response_time
    max_response_time
    min_response_time
    avg_close_time
    closed_conversations
    participated_sessions
    replies
  }
}

Variables:

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

Parameters

Parameter	Type	Description
`deskIds`	`_uuid`	Filter by desk IDs
`brainIds`	`_uuid`	Filter by AI agent IDs
`integrationIds`	`_uuid`	Filter by integration IDs
`agentIds`	`_text`	Filter by human agent IDs
`startDate`	`timestamp`	Start date (format: `yyyy-mm-dd`)
`endDate`	`timestamp`	End date (format: `yyyy-mm-dd`)
`isTest`	`Boolean`	Exclude test sessions

Response fields

Field	Type	Description
`agent_id`	`uuid`	Human agent identifier
`agent_name`	`String`	Agent display name
`avg_response_time`	`Float`	Average response time (minutes)
`avg_first_response_time`	`Float`	Average first response time
`median_response_time`	`Float`	Median response time
`median_first_response_time`	`Float`	Median first response time
`max_response_time`	`Float`	Maximum response time
`min_response_time`	`Float`	Minimum response time
`avg_close_time`	`Float`	Average time to close
`closed_conversations`	`Int`	Conversations closed by agent
`participated_sessions`	`Int`	Sessions agent participated in
`replies`	`Int`	Total replies sent

Common use cases

Try it

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Team performance
Specific agent
Production only

Get performance for all agents:

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

Get performance for a specific agent:

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

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": 2.45,
        "avg_first_response_time": 3.12,
        "median_response_time": 1.85,
        "median_first_response_time": 2.45,
        "max_response_time": 15.5,
        "min_response_time": 0.25,
        "avg_close_time": 8.5,
        "closed_conversations": 132,
        "participated_sessions": 145,
        "replies": 580
      }
    ]
  }
}

Overview​

Quick start​

Parameters​

Response fields​

Common use cases​

Try it​

Example response​