Response times

Access the overall agent response times by executing:

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
  }
}

Below are some examples of how ResponseTimes can be called.

Account

{
  "accountId": "991c12a1-cc58-4377-8e37-f72259e9dac1",
  "startDate": "2023-04-08",
  "endDate": "2023-04-17"
}

Multiple Desks (Environments)

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

Multiple Brains

{
  "brainIds": "{a2wv9283-9b53-4d7b-b77d-2650f3a1a99c, 99xx33p9-dfab-44e5-9303-9b2bf13f1c94}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Specific Channels

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

First Response

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

Only Agents

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

Only Brains

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

Remove Test Sessions

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

---

Example Result: Example Result:

note

The response times are returned in minutes

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