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time_to_admin_reply null

  • 11 February 2021
  • 7 replies
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I've noticed quite a few conversations return a null time_to_admin_reply in the conversation.statistics object even though there are agent replies to the conversation in Inbox.

 

My assumption is that the time_to_admin_reply key would return a duration in seconds of the time from when the conversation was created until the first admin (agent) responded. Is that not the case? If not, why would a conversation with admin replies return a null value?

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Best answer by Eric Fitz 16 February 2021, 16:28

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Hey @peter r​, could you share with me an example of an API call you made where a null value was returned for this parameter, and I can take a look for you?

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Hi @eric f11​ 

 

What information do you need? A conversation ID?

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A sample conversation ID would work perfectly, thank you!

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36000002369

Userlevel 1

Thanks so much @peter r​. Just wanted to confirm that you're using the most recent version of our API (version 2.3) to make this call? I checked with our Support engineers and our logs seem to suggest that you might be making this call using an older version?

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We were using 2.2. I upgraded to 2.3. Do your engineers think that will resolve the matter?

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Yes, 2.3 should resolve the issue. Let me know if it does, or if you're still seeing the same issue after upgrading!

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