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Freshdesk Analytics helps you view, analyze, and share information about your business, identify gaps, and quickly address them.


The data in Freshdesk Analytics is represented in reports, and each report is created using metrics and filters. This article gives you detailed information on the various metrics available in Freshdesk Analytics and Reports. The data in a report is represented using metrics, attributes, and filters


What is a metric?

A metric is a number that you can use as a base for your chart. For example, the total number of tickets, number of deals, or the number of employees.


What are historic metrics?

Metrics that are based on each event on a ticket and apply to the time period in which the metric is taken. For example, time spent by business hours grouped by status takes into consideration every status of the ticket and the time spent in each status.


What are current metrics?

Considers the ticket. For example, "ticket created" grouped by status only considers the current status of the ticket and not the history of other ticket statuses.


Common conditions: 

  • Replies and public notes are considered responses in most cases.
  • The calculations will work on tickets created from all sources, including the tickets created from the portal, social tickets, archived tickets, and feedback tickets. Only tickets assigned to an Agent or a Group are accounted for calculation.
  • When two tickets are merged, only the primary ticket will be counted as the data for created or resolved categories. The merged or secondary tickets will not be considered for Analytics/Reporting purposes.
  • If an older ticket is merged with a new ticket, the new ticket becomes the primary ticket. In this case, sometimes, the initial response time may be negative because it predates the ticket creation time.
    This is because responses from the secondary ticket are integrated into the primary after merging. Since secondary tickets aren't included in Analytics but are visible on the ticket list page, there may be a discrepancy in the ticket count between the list page and the Analytics report. This discrepancy arises because Analytics acknowledges only the primary merged ticket.


Freshdesk metrics can be broadly categorized into:

  1. General Metrics
  2. Time-based metrics
  3. SLA-based Metrics
  4. Agent productivity
  5. Satisfaction Survey metrics
  6. Timesheet Summary metrics

General Metrics

Support managers can use these metrics to run a world-class support team.

  1. Tickets created
  2. Tickets resolved
  3. Unresolved tickets
  4. Tickets reopened
  5. Tickets assigned to an agent
  6. Tickets assigned to an internal agent
  7. Tickets assigned to a group
  8. Tickets assigned to internal group
  9. Tickets reassigned to internal agent
  10. Tickets reassigned to internal group
  11. Resolved tickets lifecycle
  12. No of times resolved
  13. Ticket age

  1. Tickets created

    The number of tickets created in the selected time period. This includes tickets created via all sources, including tickets created via APIs.
    Note: When two tickets are merged, the secondary ticket will not be counted here.

  2. Tickets resolved

    The number of tickets resolved by agents during a selected time period.

    Notes:

    1. Tickets that are manually resolved or closed via API are considered resolved.

    2. Tickets that are both in resolved or closed status will be counted here.

      Consider the following example:

      A ticket is created on January 1st and resolved on January 8th
      The same ticket is reopened on January 11th and resolved on January 15th

      Check the table below to understand how and when the ticket will be considered.

      Date when the report is runUnresolved countResolved count
      January 1st to 8th01
      January 8th to 10th01
      January 8th to 11th10
      January 11th to 14th10
      January 11th to 15th01
      After January 15th (if ticket has no further updates)01

  3. 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.

  4. Tickets reopened

    The number of tickets reopened, that is, the tickets in which the status is changed from resolved/closed status to Open during the selected time period.

  5. Tickets assigned to an agent

    The number of tickets assigned to an agent during the selected time period. You can use this metric to measure the workload and productivity of an agent.

    Consider an example where tickets are assigned to agents A, B, and C. 

    Ticket assigned date
    Ticket re-assigned date
    Report run on 
    Number of tickets assigned
    No of tickets reassigned
    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

  6. Tickets assigned to an internal agent

    The number of tickets assigned to an internal agent and the number of tickets on which the agent added a private note during the selected time period.

  7. Tickets assigned to a group

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

  8. Tickets assigned to internal group

    The number of tickets assigned to an internal group and the number of tickets on which the agent added a private note during the selected time period.

  9. Tickets reassigned to internal agent

    The number of tickets reassigned from one agent to another agent during the selected time period. Use this metric to identify why tickets are reassigned. If the reassigned tickets count is high, you can check and fix your workflow.

  10. Tickets reassigned to internal group

    The number of tickets reassigned from one group to another during the selected time period.


  11. Resolved tickets lifecycle

    The time spent on each ticket status. You can also use the metric grouped by status to find out the time spent 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

  12. No of times resolved

    The number of times a ticket was resolved during the selected time period.

    Notes: 

    • The tickets that are currently in ‘Resolved’ status will be considered.

    • Child tickets and merge tickets are not considered.

  13. Ticket age

    The time spent by a ticket (in days) 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 the current date.

Time-based metrics: 

  1. Tickets assigned to an internal agent
  2. Next response time
  3. Response time in business hours
  4. Time spent in business hours
  5. Time spent in calendar hours

  1. Tickets assigned to an internal agent

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

  2. Next response time

    The next response time is calculated based on the SLA conditions. The Next response SLA is set whenever a customer responds to a ticket apart from the first response. All responses except for the first response where the next response SLA is set are considered the next responses.

  3. Response time in business hours

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

    Note: If a ticket has ten replies, the report considers all ten replies when calculating the time.

  4. Time spent in business hours

    The total time spent by agents on a ticket from its creation to closure during the selected time period in business hours. It indicates the total time taken by the agent to change the status of the ticket to ‘Resolved/Closed’ from the time of creation.

    Notes: 

    • When you group the metrics by a specific group, it will show the time spent by agents in each group.
    • When you group the metrics by status, it will show the time spent by agents on each status.

  5. Time spent in calendar hours


    Total time spent by agents on a ticket from its creation to closure during the selected time period in business hours. It indicates the total time taken by the agent to change the status of the ticket to ‘Resolved/Closed’ from the time of creation.
    Notes: 
    • When you group the metrics by a specific group, it will show the time spent by agents in each group.
    • When you group the metrics by status, it will show the time spent by agents on each status.

SLA-based Metrics

Supervisors and admins can use these metrics to track and improve the efficiency of the helpdesk.

  1. First response SLA violated tickets
  2. Resolution SLA violated tickets
  3. Tickets first responded within SLA
  4. Tickets resolved within SLA
  5. Next response compliant tickets
  6. Next Response violated tickets
  7. Tickets resolved within FCR

  1. First response SLA violated tickets

    The number of tickets for which the agents exceeded the first response time limit set by the admins.


    The percentage of first-response violation is the number of tickets that violated first response time by the total number of tickets with at least one response or public note.

    Example 1: Consider the following scenario:
    First Response SLA set to 1 hour
    The ticket is assigned to Agent A, who responds to the ticket only after 50 minutes
    In this case, the ticket will not be counted as a first-response SLA-violated ticket

    Example 2: Consider the following scenario:
    First Response SLA set to 1 hour
    The ticket is assigned to Agent A who responds to the ticket only after 1 hour and 30 minutes
    In this case, the ticket will be counted as a first-response SLA-violated ticket

    Notes:

    • The tickets on which new responses are merged will not be considered under this violation.

    • The tickets should have at least one response or a public note added.

    • Only the agent who responded first will be considered for this metric. The subsequent agents who are assigned to this ticket or who respond to the ticket are not considered.

  2. Resolution SLA violated tickets

    The number of tickets the agents exceeded the time limit set by the admins to resolve or close a ticket.


    The percentage of resolution SLA violation is calculated as the number of tickets resolved after SLA violation by the total number of tickets that are resolved.

     

    Notes:

    • Child tickets (tickets linked to a parent ticket) and merged will not be considered while calculating this metric 

    • Only tickets assigned to an agent or particular group will be included for calculation. Unassigned tickets will not be included. 


  3. Tickets first responded within SLA

    The number of tickets where agents sent the first response within the SLA defined by the admins.

    The percentage of first response non-violation is calculated as the number of tickets that received their first response within the SLA by the total number of tickets with the first response.

    Note: The tickets should have at least one response or a public note added.


  4. Tickets resolved within SLA

    The number of tickets that are marked resolved within the set resolution time SLA. The time is calculated from the time the ticket was created until the time the ticket was resolved.

    The Resolution SLA percentage is calculated as the number of tickets that are resolved within the SLA by the total number of tickets resolved.

  5. Next response-compliant tickets

    The number of tickets for which the agents successfully sent the next response within the set SLA time. 

    Note: Returns true or false at the ticket level, not at the note. For example, if a ticket has 10 responses, and out of the ten, even if one response is false, the ticket is considered to be non-compliant.

  6. Next Response violated tickets

    The number of tickets for which the agents did not send the next response within the set SLA time.
    Note: Returns true or false at the ticket level, not at the note. For example, if a ticket has 10 responses, and out of the ten, even if one response has violated the SLA, the ticket is considered as violated.

  7. Tickets resolved within FCR

    Tickets resolved with only 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 resolved will not be counted.

Agent productivity

Supervisors can use these metrics to improve agent productivity.

  1. Agent interaction
  2. Agent reply
  3. Agent reply count
  4. Agent responses
  5. Customer reply
  6. Customer responses
  7. Private notes
  8. Public notes
  9. Responses
  10. Total Interaction (conversation count)

  1. Agent interaction

    The total number of replies, private notes, and public notes added by the agent during the selected time period.
    Notes: 

    • Replies, public notes, and private notes added via the API are also calculated. 

    • Forwarded messages will not be counted. 

  2. Agent reply

    The number of agent responses sent by an agent using the ‘Reply’ option on the ticket details page.

    Notes:

    • Public notes and Private notes are not considered ‘replies’

    • If two agents reply to the same ticket, both replies will be calculated

    • Agent replies are measured at the note level and not at the ticket level 

    • Ticket replies in merged tickets are not counted

  3. Agent reply count

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

    Notes: 

    • Public notes and Private notes are not considered as ‘replies’.

    • If two agents reply to the same ticket, both replies will be calculated.

    • Agent replies are measured at the note level and not at the ticket level.

    • Ticket replies in merged tickets are not counted.

  4. Agent responses

    The number of tickets ‘Replies’ and ‘Public notes’ added by the agent during the selected time period.

    Notes:

    • If two agents reply to the same ticket, both replies will be calculated.

    • 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. 

  5. Customer reply

     The number of replies sent by the customer during the selected time period.
    Notes: 

    • Public notes are not considered replies

    • Replies via API are also calculated

  6. Customer responses

    The number of tickets ‘Replies’ and ‘Public notes’ added by the customer during a selected time period.


  7. Private notes

    The number of private notes added by the agent during the selected time period.

  8. Public notes

    The number of public notes added by both the agent and customer during the selected time period.

  9. Responses

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

    Notes: 

    • Child tickets and merge tickets are not considered 

    • Replies received via APIs will be considered

  10. Total Interaction (conversation count)

    The sum of total agent interactions (replies) and total customer responses during the selected time period.

Satisfaction Survey metrics


Survey data can be fetched at the response level and at the feedback level.


  1. Survey Metric :  

    The Survey metric will allow us to understand the satisfaction survey responses received from the customers only at the response level ie, it would give you the number of surveys that were sent which were responded/not responded by the customers. Further drill-down of the data can be done based on the survey name, type of survey and the dates it was sent or updated.

  2. Survey results metric :

    The Survey results metric will allow us to analyze the data with respect to the questions answered within each survey. Apart from drilling down data based on survey name, type of survey, and date, we will be able to get the number of questions answered/unanswered, emotions, and choices of the surveys given by the customer.


Example : Two surveys with three questions each have been sent out to the customer. The customer chose to respond to one survey and answered two out of the three questions.


            Surveys Metric :


            Responded: 1

            Not Responded: 1


            Survey Results Metric :


            Answered: 2

            Unanswered: 4


Supervisors can use these metrics to gauge customer feedback.

  1. Answered questions
  2. Unanswered questions
  3. Result by choices

  1. Answered questions

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

  2. Unanswered questions

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

  3. Result by choices

    The ratings given by the customers to the questions asked in the survey.

    Example: If you had asked the 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.

Timesheet Summary metrics

  1. Billable hours
  2. Non- Billable hours
  3. Total time tracked

  1. Billable hours

    The total amount of time the agent spends on a ticket.
    An agent can log time, add notes, and mark billable time entries for a ticket. 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.

  2. Non- Billable hours

    The total amount of non-billable time the agent spends on a ticket.
    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’, the timer automatically stops.

  3. Total time tracked

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