Genesys Cloud - Main

Hello!

Is there a report that can give me the timestamp of the first reply for each email interactions or at least give how much time it took to reply to the email from the time it was received?

Thank you,

Poul

Hi Poul

I'm not aware of a current metric available in the UI to view this.

You can potentially look at the following API to get this info - /api/v2/analytics/conversations/details 
{ "conversations": [ { "conversationEnd": "2025-12-18T12:49:13.005Z", "conversationId": "xxx", "conversationStart": "2025-12-18T12:40:21.390Z",

{ "emitDate": "2025-12-18T12:41:40.762Z", "name": "tAnswered", "value": 78104 }, { "emitDate": "2025-12-18T12:49:12.640Z", "name": "tAgentResponseTime", "value": 531250 }, { "emitDate": "2025-12-18T12:49:12.640Z", "name": "tTalk", "value": 451878 }, { "emitDate": "2025-12-18T12:49:12.640Z", "name": "tTalkComplete", "value": 451878

Not sure if this helps.   Hopefully someone else in the community has another option on how to achieve this.

Regards

Hello Poul,

To add to what Stephan suggested, I did find this idea that is marked as Future Consideration in the Product Ideas Lab. I would recommend commenting and voting on that one so that it can be added to the upcoming development roadmap.

You'll have to parse the result of the conversation API and then determine which participant was the first.

In our workflow, it's the first inbound participant after the one with actor=strategy which hasn't the purpose "ACD".

Next I list them all by session metrics.emitdate where the metrics.name = tAnswered.