I want to access the data used to calculate handle time for my team which to my understanding isn’t included in the fivetran schema that I’m currently using to connect to the database. Which API end point do I need to interact with to get this?
I understand the logic used to calculated handle time but what are the fields (i.e. date, interval) used called and how can I find them?
Hi! Unfortunately, handle time isn’t something that can be directly calculated by end users. For context, the definition of this metric is as follows:
https://help.front.com/en/articles/2130
Time between starting an outbound draft and sending it.
Doesn't take business hours or shifts into consideration.
Handle time is counted for both replies to existing messages AND brand new outbound messages (not a reply to an existing message).
Because Front does not expose or transmit an event related to when a draft is created, this metric cannot be replicated outside of Front. Since draft creation is a key component of the handle time calculation, it’s not currently possible to reconstruct or approximate this using API data alone.
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