Bold360 and BoldChat Developer Center

Email Productivity Reports

Important: Reports generated through the API are not visible in Bold360 reports.

To generate reports, see Reports.

Accepted Email report

Lists the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 79.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Answered Email report

Lists the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 74.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Assigned Email report

Lists the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 78.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Closed (Answered) Email report

Lists the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 80.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Closed (Unanswered) Email report

Lists the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 81.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Sent Email report

Lists the number of individual emails received by the given grouping for a specified date range.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 76.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Received Email report

Lists the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 77.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Time To Respond report

Lists the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 82.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • date

  • day_of_week

  • email_Account

  • folder

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

    DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

Email Summary report

Lists the average of several key email metrics for a specified date range.

Input parameters

Parameter Type Required Description
ReportType integer yes For this report, report type ID is 83.
Grouping string yes The grouping key which varies by report. Available groupings are:

  • operator

FromDate iso8601 date-time yes The starting date for the report.
ToDate iso8601 date-time yes The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime.
Filters string no The filters are additional parameters that can be passed to the runReport call. The following filters are available:

  • AnyAssignmentDepartmentID

  • DepartmentID

  • DepartmentIDInitial

  • DepartmentIDFinal

  • EmailAccountID

  • EmailCount

  • FolderID

  • OperatorID

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