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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:
| Metric | Definition | Relationship to the agent/group |
| Tickets created | Number of tickets created in the selected time period | |
| Tickets assigned | Number of tickets assigned to an agent/group in the selected time period | Tickets 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 resolved | Number 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 unresolved | Number of tickets unresolved in the selected time period | Tickets currently assigned to the agent/group |
| Tickets reopened | Number of tickets reopened in the selected time period | Tickets assigned to the agent/group when reopened |
| Tickets reopened count | Number 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 reassigned | Number of tickets reassigned to another agent in the selected time period | Tickets reassigned from this agent/group to another agent/group |
| Tickets reassigned Internally | Number 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 agent | Number 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 notes | Number of private 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 |
| Agent/Group reassigned count | Number of times an agent/group reassigned their tickets to another agent/group in the selected time period. | |
| Agent reply | Number of replies sent 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 |
| Agent Interactions | Total number of replies & 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 |
| Agent Touches | Total 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 reply | Number of replies sent by the customer during the selected time period | |
| Customer Interactions | Total number of replies, & public notes added by the customer during the selected time period | |
| Total Interactions | The sum of Total Agent Touches and Total Customer Interactions in the selected time period. | |
| Responses | Total 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 clocked | Total 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 Surveys | Total number of CSAT Surveys configured (Default and Custom) |
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 |
| 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 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, when the SLA is ON, 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, when the SLA is ON, during the selected time period | Tickets currently assigned to the agent/group |
| 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 |
