Reporting
Metrics
Now, the nerdy bit - this is a breakdown of the exact metrics we show in Reporting and how they’re calculated. Note - All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier.
Support volume
| Metric | Definition |
|---|---|
| Queue size | A snapshot of the number of threads in todo over time, updating hourly. |
| New threads created per day | A count of new threads being created. |
| Threads re-opened per day | A count of threads that transition back to Todo from either Snoozed or Done. |
| Threads moved to Done per day | A count of threads transitioned to Done. |
| Messages sent per user | A count of messages sent by each user. |
First response time
| Metric | Definition |
|---|---|
| First response time - Median | The median time it takes for your team to send the first reply. |
| First response time - 90th percentile | The 90th percentile time it takes for your team to send the first reply for support requests that start off slower. |
Resolution time
| Metric | Definition |
|---|---|
| Resolution time - Median | The median time between the first inbound message and the last outbound message for threads marked as Done. |
| Resolution time - 90th percentile | The 90th percentile time between the first inbound message and the last outbound message for threads marked as Done. |
Customer waiting time
| Metric | Definition |
|---|---|
| Customer waiting time - Median | The median time a thread was in a Todo status. |
| Customer waiting time - 90th percentile | The 90th percentile time a thread was in Todo status |
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