Response times

Overview

The response_times function provides overall response time statistics for a date range. Use this endpoint to:

• Get aggregate response time metrics across all sessions
• Compare AI agent vs human agent performance
• Analyze first response time metrics

Quick start

query ResponseTimes(
  $accountId: uuid
  $deskIds: _uuid
  $brainIds: _uuid
  $integrationIds: _uuid
  $brainVersions: _int4
  $channels: _text
  $startDate: timestamp
  $endDate: timestamp
  $events: _text
  $firstMessage: Boolean
  $isTest: Boolean
  $onlyBrain: Boolean
  $onlyHuman: Boolean
  $agentIds: _text
  $tags: _text
  $minNumUserMessages: Int
) {
  rows: response_times(
    args: {
      account_id: $accountId
      start_time: $startDate
      end_time: $endDate
      brain_parent_ids: $brainIds
      desk_ids: $deskIds
      integration_ids: $integrationIds
      brain_versions: $brainVersions
      channels: $channels
      events: $events
      first_message: $firstMessage
      is_test: $isTest
      only_brain: $onlyBrain
      only_human: $onlyHuman
      agent_ids: $agentIds
      tags: $tags
      min_num_user_messages: $minNumUserMessages
    }
  ) {
    average_time
    median_time
    max_time
    min_time
    num_responses
  }
}

Variables:

{
  "accountId": "991c12a1-cc58-4377-8e37-f72259e9dac1",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Try it

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Parameters

Parameter	Type	Description
accountId	uuid	Account identifier
deskIds	_uuid	Filter by desk IDs
brainIds	_uuid	Filter by AI agent IDs
integrationIds	_uuid	Filter by integration IDs
brainVersions	_int4	Filter by AI agent versions
channels	_text	Filter by channels
startDate	timestamp	Start date (format: yyyy-mm-dd)
endDate	timestamp	End date (format: yyyy-mm-dd)
events	_text	Filter by event types
firstMessage	Boolean	Only include first response times
isTest	Boolean	Exclude test sessions
onlyBrain	Boolean	Only include AI agent responses
onlyHuman	Boolean	Only include human agent responses
agentIds	_text	Filter by human agent IDs
tags	_text	Filter by tags
minNumUserMessages	Int	Minimum number of user messages in the session

Response fields

Response time values are returned in minutes.

Field	Type	Description
average_time	Float	Average response time (in minutes)
median_time	Float	Median response time (in minutes)
max_time	Float	Maximum response time (in minutes)
min_time	Float	Minimum response time (in minutes)
num_responses	Int	Total number of responses

Common use cases

Account level

Get overall response time statistics for an account:

{
  "accountId": "991c12a1-cc58-4377-8e37-f72259e9dac1",
  "startDate": "2024-01-08",
  "endDate": "2024-01-17"
}

Multiple desks

Get response times across multiple desks:

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

Multiple AI agents

Filter by multiple AI agents:

{
  "brainIds": "{a2wv9283-9b53-4d7b-b77d-2650f3a1a99c, 99xx33p9-dfab-44e5-9303-9b2bf13f1c94}",
  "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"
}

First response only

Only include first response times:

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

Human agents only

Only include human agent response times:

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

AI agents only

Only include AI agent response times:

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

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": [
      {
        "average_time": 0.026548766,
        "median_time": 0.0218,
        "max_time": 0.084366664,
        "min_time": 0.019616667,
        "num_responses": 54
      }
    ]
  }
}