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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.


Common conditions : 
  • Replies and Public notes are both considered as responses in most cases
  • The calculations will work on tickets created from all sources, including those created from the portal, social tickets, archived tickets, feedback tickets
  • Only tickets that are assigned to an Agent or a Group are accounted for calculation 
  • When two tickets are merged, the secondary tickets will not be counted for created or resolved categories
  • Actions done via API will always be calculated in reports So does it mean API action is not counted in analytics?


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First response SLA violated tickets

Tickets in which agents exceeded the time limit that is set by the admins to send the first response.

Example:

  • First Response SLA set to 1 hour
  • The ticket is assigned to Agent A and no response was given for 50 minutes 
  • Then the ticket is re-assigned to Agent B and no response was given for 20 minutes 
  • In this case, the first response violation will fall under Agent B
  • Now the ticket is again re-assigned to Agent C after the ticket was violated without any response, in this case also, the first response violation will fall under Agent B


Note:

  • The tickets in which new responses are merged will not be considered under this violation
  • % of First Response Violation= Number of tickets in which first response time was violated / Total number of tickets in which first responses were sent within the time This means if out of 100 tickets 40 are violated and 60 are responded within time would it be calculated as 40/60?

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Resolution SLA violated tickets

Tickets in which agents exceeded the time limit that is set by the admins to resolve or close a ticket. 


Note:

  • % of Resolution Violation=Total number of tickets resolved within SLA/Total number of tickets that are resolved
  • Child tickets( Tickets that are linked to a parent ticket) and tickets that are merged will not be considered while calculating this metric 
  • Only tickets that are assigned to an agent or particular group will be included for calculation. Unassigned tickets will not be included. 

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Tickets created

The number of tickets created in the selected time period.


Note:

  • This includes tickets created via all sources including tickets created via APIs
  • When two tickets are merged, the secondary tickets will not be counted here

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Tickets first responded within SLA

Tickets where agents sent the first response within the SLA defined by the admins. 


Note:

% of First response non - violation=Tickets in which first response was given within SLA / Total number of tickets with first response 

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Tickets resolved

Tickets resolved by agents in a selected time period.


Note:

  • Tickets that are manually resolved or closed via API are considered as resolved 
  • Tickets that are both in resolved or closed status will be counted here 


Let's consider an example:

Ticket->
Created
Resolved
Re-opened
Resolved
Date->
Jan 1st
Jan 8th
Jan 11th
Jan 15th


In the above case, this is how and when the ticket will be considered as resolved : 

Date when the report is run
Unresolved count
Resolved count
Jan 1st to Jan 8th 
0
1
Jan 8th to Jan 10th
0
1
Jan 8th to Jan 11th
1
0
Jan 11th to Jan 14th
1
0
Jan 11th to Jan 15th
0
1
After Jan 15th (if there is no update on the ticket) 
0
1

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Tickets resolved within FCR

Tickets that are marked as resolved within the set SLA with just one agent response


Note: 

  • Replies and public notes added from API are also considered as responses
  • When two tickets are merged, the secondary tickets that are resoled will not be counted here


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Tickets resolved within SLA

Tickets that are marked as resolved within the set resolution time SLA

Note

  • The time is calculated from the time the ticket was created until the time ticket was resolved 
  • Resolution SLA %= % of tickets that were resolved within the SLA divided by  the total number of tickets that were resolved- Time when the ticket was created. ______________________________________________________________________

Agent interaction

Total number of replies, private notes, & public notes added by the agent during the selected time period


Note:
Replies, Public notes, Privates notes added via the API of an agent are also calculated here. Will the forwarded messages be counted here?

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Agent reply

Agent responses are sent by clicking on the ‘Reply’ button


Note: 

  • Public notes and Private notes are not considered as ‘replies’
  • If two agents reply in the same ticket, both the replies will be calculated here
  • Agent replies are measured at the note level and not at the ticket level 
  • Ticket replies in merged tickets are not a part of this 

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Agent reply count

The average number of replies by an agent per ticket using the ticket reply option from the ticket details page

Note: 

  • Public notes and Private notes are not considered as ‘replies’
  • If two agents reply in the same ticket, both the replies will be calculated here
  • Agent replies are measured at the note level and not at the ticket level 
  • Ticket replies in merged tickets are not a part of this 

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Agent responses
Number of tickets ‘Replies’ and ‘Public notes’ added by the agent in a ticket during a selected time period 


Note:

  • If two agents reply in the same ticket, both the replies will be calculated here and the responses metric grouped by the agent name will give the response attributed to each agent
  • Agent replies are measured at the note level and not at the ticket level 

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Customer reply

Number of replies sent by the customer during the selected time period


Note: 

  • Public notes are not considered as replies here
  • Replies via API is also calculated 

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Customer responses

Number of tickets ‘Replies’ and ‘Public notes’ added by the customer in a ticket during a selected time period 

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Next response time

All responses except for the first response where the next response SLA is set are considered as the next responses. The next response time is calculated as per the SLA conditions. Next response SLA is set whenever a customer has responded to a ticket apart from the first response.

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Next response compliant tickets

Tickets in which the agents successfully sent the next response within the set SLA time. 


Note:

  • This returns the ticket as non-compliant not the note 
  • Let’s say there are 10 responses in a ticket. Out of the ten responses even if one of the responses is false it is considered to be a violated ticket

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Next Response violated tickets

Tickets in which the agents did not send the next response within the set SLA time. 


Note: 

  • Returns true or false at ticket level not note
  • Even if one of the 2 to n responses is the next response SLA violated it considers the ticket as violated ______________________________________________________________________

Response time in business hours

The time it takes for an agent to respond back to a customer for every ticket. 

Note: 
If there are 10 replies to a ticket, the report considers all the ten replies when calculating the time. 

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Resolved tickets lifecycle

The time spent by a ticket in each status. 

Note: You can use this metric to calculate the time of the ticket spent in each status after that ticket is resolved. 

Let’s take a ticket lifecycle:


 Jan 1st, 12:00 AM→ Open

 Jan 4rd  12:000 AM →   Pending

Jan 5th, 12:00 AM → Resolved


Metric above returns Open - 72 hrs, Pending - 24 hours

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No of times resolved

Number of times a ticket was resolved in the selected time period


Note: 

  • The tickets that are currently in ‘Resolved’ status will be considered here 
  • Child tickets and merge tickets are not considered here 

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Private notes

Number of private notes added by the agent during the selected time period

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Public notes

Number of public notes added by both the agent and customer during the selected time period

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Responses

Number of replies, & public notes added by agents and customers during the selected time period


  • Child tickets and merge tickets are not considered here 
  • Replies via APIs will be considered 

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Tickets assigned to an agent

The number of tickets assigned to an agent in the selected time period. This metric is used to measure the workload and productivity of an agent. 


Let's consider an example with Agents A, B, and C:


Ticket assigned date
Ticket re-assigned date
Report run on (Date)
Number of tickets assigned 
No of tickets Re-assigned
Assigned to A on Jan 1st
Re-assigned to B on Jan 7th
Jan 10th
A-1
B-1
A-1
B-0
Assigned from B to C on Jan 11th
-
Jan 18th
A - 1
B - 1
C -1
A - 1
B - 1
C -0 






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Tickets assigned to a group

The number of tickets assigned to a group in the selected time period.


Example : 

Let's consider an example with Group names A, B, and C:


Ticket assigned date
Ticket re-assigned date
Report run on (Date)
Number of tickets assigned 
No of tickets Re-assigned
Assigned to A on Jan 1st
Re-assigned to B on Jan 7th
Jan 10th
A-1
B-1
A-1
B-0
Assigned from B to C on Jan 11th
-
Jan 18th
A - 1
B - 1
C -1
A - 1
B - 1
C -0 






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Tickets assigned to an internal agent

The number of tickets assigned to an internal agent + the number of tickets in which the agent has added a private note (in the selected time period).

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Tickets assigned to internal group

Number of tickets assigned to an internal group + number of tickets the agent has added a private note (in the selected time period)


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Tickets reassigned to internal agent

The number of tickets reassigned from one agent to another agent in the selected time period.


This metric will help identify why tickets are reassigned if they are not supposed to be re-assigned. If there are too many re-assign counts, then you can check and fix your workflow



Ticket assigned date
Ticket re-assigned date
Report run on (Date)
Number of tickets assigned 
No of tickets Re-assigned
Assigned to A on Jan 1st
Re-assigned to B on Jan 7th
Jan 10th
A-1
B-1
A-1
B-0
Assigned from B to C on Jan 11th
-
Jan 18th
A - 1
B - 1
C -1
A - 1
B - 1
C -0 






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Tickets reassigned to internal group

Number of tickets reassigned from one group to another in the selected time period

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Tickets reopened

Number of tickets reopened, that is the tickets in which the status is changed from any status to Open status in the selected time period

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Total Interaction ( conversation count)

The sum of Total Agent interactions (replies) and Total Customer responses in the selected time period.

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Unresolved tickets

The number of tickets in which the status is not ‘Resolved/Closed’. This metric is used to check the backlog of tickets the agents have.

Use case : 
Same as the one mentioned above under ‘Tickets resolved’

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Time spent in business hours

Total time spent by agents in a ticket  from its creation to closure during the selected time period in business hours

That is the total time taken by the agent to change the status of the ticket to ‘Resolved/Closed’ from the time of creation.
 

Note: 

  • If you want to group the metrics by a group it will show the time spent in each group
  • If you want to group the metrics by status, it will show the time spent in each status

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Time spent in calendar hours

Total time spent by tickets in a helpdesk from their creation to closure during the selected time period in calendar hours.


That is the total time taken by the agent to change the status of the ticket to ‘Resolved/Closed’ from the time of creation. 


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Satisfaction Survey metrics


Answered questions

The total number of surveys that the customer responded to, out of the number of surveys sent.


Unanswered questions

The total number of surveys that the customer did not respond to, out of the number of surveys sent.


Result by choices

The ratings were given to all the questions you asked the customers in the survey. 

For example : 

  • If you had asked a question ‘ Did the agent give a quick resolution?’ in the survey, and if the customer rates that question ‘Average’, then this will be displayed here. 
  • If you want to know the ratings for a particular question, you can filter it out.



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Timesheet Summary metrics


Billable hours

An agent can log time, add notes, and mark which time entries are billable for a ticket. So the agent can start the timer in the ticket, mark it as ‘Billable Hours’, and when the ticket status is changed to ‘Resolved’, then the timer automatically stops. 

Billable hours are the total amount of billable time spent by the agent on a ticket. 


Non- Billable hours

An agent can log time, add notes, and mark which time entries are billable for a ticket. So the agent can start the timer in the ticket, mark it as ‘Non-Billable Hours’, and when the ticket status is changed to ‘Resolved’, then the timer automatically stops. 


Non- Billable hours are the total amount of non-billable time spent by the agent on a ticket. 


Total time tracked

The total amount of time spent on a ticket by the agent including billable and non-billable hours.

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Ticket age

The time spent by a ticket (in days) in the helpdesk from the date and time of its creation till the time it was resolved

Note: For unresolved tickets, the report will show the time spent by the ticket from creation till current date

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Performance metrics:


Metric
Definition
Relationship to the agent/group
Average first assigned time in Business hours
The 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 hours
The 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 hours
The 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 hours
The 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
Tickets responded within SLA 
(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
Tickets resolved within SLA (Resolution SLA %)
Percentage of the number of tickets resolved within the SLA
Tickets currently assigned to the agent/group
Time spent in business hours
Total time spent by tickets in a helpdesk from their creation to closure during the selected time period - [non-business hours]
Tickets currently assigned to the agent/group
Time spent in calendar hours
Total time spent by tickets in a helpdesk from their creation to closure during the selected time period
Tickets currently assigned to the agent/group
CSAT results (Survey Results)
Customer feedback received for the CSAT surveys, during the selected time period
Tickets assigned to the agent/group when the survey was received