Metric | Definition | How it's calculated |
Response Metrics | ||
Outgoing | Total number of public responses on tickets irrespective of incoming threads. | The sum of ticket responses. |
Responses | Total number of public responses corresponding to an incoming ticket thread. | The sum of ticket responses for each incoming thread. |
First Responses | Total number of first public responses on tickets. | The sum of first ticket responses by the agent. |
Reopen Tickets | Total number of ticket reopens during the chosen time period. | The sum of tickets that were closed at least once and then reopened. |
First Response Time [Avg] | The average time between ticket creation and the first public response sent to that ticket. | Average of difference between response timestamp and creation timestamp of tickets. |
Response Time [Avg] | The average time between a customer sending a ticket and receiving a response until the ticket is closed. | Average of difference between the timestamp of every incoming and outgoing conversation of a ticket. |
Resolution Metrics | ||
FCR Tickets | Total number of tickets that get closed within the first response from the agent. | The sum of tickets where ticket status is Closed and contains one public response from the agent. |
Closed Tickets | The number of closed tickets. | The sum of tickets where ticket status is Closed. |
Resolution Time [Avg] | The average time your agent takes to successfully solve the customer's problem and close the ticket. | Average of difference between closure timestamp and creation timestamp of tickets. |
SLA Metrics | ||
First Response Violation | Number of tickets whose first responses were sent beyond their SLA targets. | The sum of tickets whose First Response SLA metric status is violated. |
First Response Success | Number of tickets whose first responses were sent within their SLA targets. | The sum of tickets whose First Response SLA metric status is fulfilled. |
Response Violation | Number of tickets whose responses were sent beyond their SLA targets. | The sum of tickets whose Response SLA metric status is violated. |
Response Success | Number of tickets whose responses were sent within their SLA targets. | The sum of tickets whose Response SLA metric status is fulfilled. |
Resolution Violation | Number of tickets that were resolved beyond their SLA targets. | The sum of tickets whose Resolution SLA metric status is violated. |
Resolution Success | Number of tickets that were resolved within their SLA targets. | The sum of tickets whose Resolution SLA metric is fulfilled. |
First Response Violation Time [Avg] | The average amount of time by which the SLA target time for sending first public response is violated, for example, if the first response target (A) is 3 hours and the target was achieved (B) in 4 hours then the violation time (C) will be 1 hour [B-A=C]. | Average of difference between the actual responded time and the original first response due time of tickets. |
Response Violation Time [Avg] | The average amount of time by which the SLA target time for sending each public response is violated. | Average of difference between the actual responded time and the original response due time of tickets. |
Resolution Violation Time [Avg] | The average amount of time by which the SLA target time for resolving a ticket is violated, for example, if the resolution target (A) is 3 hours and the ticket was resolved (B) in 4 hours then the violation time (C) will be 1 hour [B-A=C]. | Average of difference between the actual resolved time and the original resolution due time of tickets. |
First Response Residual Time [Avg] | The average amount of time left to fulfill the SLA target of sending the first public response after achieving it, for example, if the first response target (A) is 3 hours and the ticket was responded (B) in 2 hours then the residual time (C) will be 1 hour [A-B=C]. | Average of difference between the original first response due time and the actual responded time of tickets. |
Response Residual Time [Avg] | The average amount of time left to fulfill the SLA target of sending each public response after achieving it. | Average of difference between the original response due time and the actual responded time of tickets. |
Resolution Residual Time [Avg] | The average amount of time left to fulfill the SLA target of resolving a ticket after achieving it, for example, if the resolution target (A) is 3 hours and the ticket was resolved (B) in 2 hours then the residual time (C) will be 1 hour [A-B=C]. | Average of difference between the original resolution due time and the closed time of tickets. |
Customer Happiness Metrics | ||
OK Ratings | The number of public agent responses that received a OK rating. | The number of ticket responses where happiness rating is OK. |
Bad Ratings | The number of public agent responses that received a Bad rating. | The number of ticket responses where happiness rating is Bad. |
Good Ratings | The number of public agent responses that received a Good rating. | The number of ticket responses where happiness rating is Good. |
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