Note: This feature is in beta and is being rolled out in batches. Head over to the community discussion here to share your feedback.


Customer support is a highly measurable activity with plenty of metrics associated with it. With Freshdesk Analytics' curated and custom reports, you have more access to customer support data and metrics than ever. 


Here's a list of metrics along with their definition for you to interpret your curated reports better and also to build your custom reports from scratch.


Effort metrics:


MetricDefinitionRelationship to the agent/group
Tickets createdNumber of tickets created in the selected time period
Tickets assignedNumber of tickets assigned to an agent/group in the selected time periodTickets currently assigned to the agent/group
Tickets assigned Internally
Number of tickets assigned to an internal agent/group in the selected time period
Number of tickets with an internal agent assigned in the selected time period
Tickets resolvedNumber of tickets resolved/closed in the selected time period
Tickets currently assigned to the agent/group
Tickets resolved count
Number of times a ticket was resolved in the selected time period
Tickets could have been assigned to other agents/groups when it was resolved, tickets can be currently assigned to other agents/groups
Tickets unresolvedNumber of tickets unresolved in the selected time period
Tickets currently assigned to the agent/group
Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the agent/group when reopened
Tickets reopened countNumber of times a ticket was reopened in the selected time period
Tickets could have been assigned to other agents/groups when before it was reopened, tickets can be currently assigned to other agents/groups
Tickets reassignedNumber of tickets reassigned to another agent in the selected time periodTickets reassigned from this agent/group to another agent/group
Tickets reassigned InternallyNumber of tickets reassigned to another internal agent/group in the selected time period
Tickets reassigned from this internal agent/group to another internal agent/group
Public notes by agentNumber of public notes added by the agent during the selected time period
Tickets could have been assigned to other agents/groups when the note was added, tickets can be currently assigned to other agents/groups
Private notesNumber of private notes added by the agent during the selected time periodTickets could have been assigned to other agents/groups when the note was added, tickets can be currently assigned to other agents/groups
Agent/Group reassigned countNumber of times an agent/group reassigned their tickets to another agent/group in the selected time period.
Agent replyNumber of replies sent by the agent during the selected time periodTickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents/groups
Agent InteractionsTotal number of replies & public notes added by the agent during the selected time periodTickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents/groups
Agent TouchesTotal number of replies, private notes, & public notes added by the agent during the selected time period
Tickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents/groups
Customer replyNumber of replies sent by the customer during the selected time period

Customer InteractionsTotal number of replies, & public notes added by the customer during the selected time period

Total InteractionsThe sum of Total Agent Touches and Total Customer Interactions in the selected time period.

ResponsesTotal number of replies, & public notes added by agents and customers during the selected time period
Tickets could have been assigned to other agents/groups when responses were sent, tickets can be currently assigned to other agents/groups
Time clockedTotal time clocked by an agent in the selected time period. Group by 'Charge type' to get a split of Billable and Non-billable hours.Tickets assigned to the agent when the time was logged, tickets can be currently assigned to other agents
Total SurveysTotal number of CSAT Surveys configured (Default and Custom)


Performance metrics:


MetricDefinitionRelationship to the agent/group
Average first assigned time in Business hoursThe average time taken to first-assign the ticket to an agent - [created time + non-business hours]First-assigned agent/group
Average first assigned time in Calendar hoursThe average time taken to first-assign the ticket to an agent - [created time]
First-assigned agent/group
Average first response time in Business hours
The average time taken by the agent to send the first response during the selected time period - [created time + non-business hours]
Tickets could have been assigned to other agents/groups when first responses were sent, tickets can be currently assigned to other agents/groups
Average first response time in Calendar hours
The average time taken by the agent to send the first response during the selected time period - [created time]
Tickets could have been assigned to other agents/groups when first responses were sent, tickets can be currently assigned to other agents/groups
Average response time in Business hours
The average time taken by the agent to respond to the requester during the selected time period - [created time + non-business hours]
Tickets could have been assigned to other agents/groups when responses were sent, tickets can be currently assigned to other agents/groups
Average response time in Calendar hoursThe average time taken by the agent to respond to the requester during the selected time period - [created time]
Tickets could have been assigned to other agents/groups when responses were sent, tickets can be currently assigned to other agents/groups
Average resolution time in Business hours
The average time taken to resolve/close a ticket in the selected time period - [created time + non-business hours]
Tickets currently assigned to the agent/group
Average resolution time in Calendar hoursThe average time taken to resolve/close a ticket in the selected time period - [created time]
Tickets currently assigned to the agent/group
First contact resolution SLA %Percentage of the number of tickets resolved within SLA with just one agent response. Using this metric in a 'group by', will give you the split of 'Violated' and 'Non-violated' tickets.Tickets currently assigned to the agent/group
First Response SLA %
Percentage of the number of tickets for which the first response has been sent within the SLA. Using this metric in a 'group by', will give you the split of 'Violated' and 'Non-violated' tickets.Event performing agent/group
Resolution SLA %Percentage of the number of tickets resolved within the SLATickets currently assigned to the agent/group
Time spent in business hoursTotal time spent by tickets in a helpdesk from their creation to closure, when the SLA is ON, during the selected time period - [non-business hours]Tickets currently assigned to the agent/group
Time spent in calendar hoursTotal time spent by tickets in a helpdesk from their creation to closure, when the SLA is ON, during the selected time period
Tickets currently assigned to the agent/group
Survey ResultsCustomer feedback received for the CSAT surveys, during the selected time periodTickets assigned to the agent/group when the survey was received