Skip to main content
Answered

time_to_admin_reply null

  • February 11, 2021
  • 7 replies
  • 101 views

Forum|alt.badge.img+1

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?

Best answer by Eric Fitz

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?

View original
Did this topic help you find an answer to your question?

7 replies

Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • February 15, 2021

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?


Forum|alt.badge.img+1
  • Author
  • Connector
  • 7 replies
  • February 15, 2021

Hi @eric f11​ 

 

What information do you need? A conversation ID?


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • February 16, 2021

A sample conversation ID would work perfectly, thank you!


Forum|alt.badge.img+1
  • Author
  • Connector
  • 7 replies
  • February 16, 2021

36000002369


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • Answer
  • February 16, 2021

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?


Forum|alt.badge.img+1
  • Author
  • Connector
  • 7 replies
  • February 16, 2021

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


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • February 16, 2021

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


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings