Agent performance

Access statistics per agent by executing:

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
  }
}

Below are some examples of how AgentsPerformance can be called.

Single Desk

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Multiple Desks

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c, 51ff88a7-dfab-44e5-9303-9b2bf13f1c94}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Specific Agents

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17",
  "agentIds": "{1b28b8ba-c9de-42ac-94ad-564e0c6858c9, 1e47963e-ae46-4821-ae61-10773d1141a2}"
}

Specific Channels

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "channels": "{web, facebook, viber}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Remove Test Sessions

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "isTest": false,
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

---

Example Result:

{
  "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
      }
    ]
  }
}