The specific field I'm referring to is in the HubSpot Engagements API. it's called "results.metadata.agentResponseTimeMilliseconds" and is related to Conversation sessions engagement types. Here's the issues I'm having with this and it seems to be as of this week only for some reason (was working fine before).
- If I pull all engagements data, the field is there. If I pull by date last modified, it isn't (I can confirm there are conversation_sessions engagements in both). Why would this be the case?
- I try to re-create the field by instead using "results.metadata.agentJoinTime", but don't get the same answer. The issue is that if I have automated responses, it counts those as the agent response which isn't a true measure of how long it took my agents to respond to the client. I like the response time field because it tells me exactly how long it took an agent to respond.