Tickets created

Purpose

Enables you to track the number of tickets created as a result of inbound and outbound messages. 

Definition

Count the unique tickets created during the time period of the report. 

Data Type

Historical

Location

Board view: Main metric cards.

Stats view: Tickets created.

FAQ

Outbound tickets are not included in the tickets created count.

Tickets resolved

Purpose

Enables you to track the number of tickets resolved in Inbox. 

Definition

Count of unique tickets resolved during the time period of the report. 

Data Type

Historical

Location

Board view: Main metric cards.

Stats view: Tickets created.

FAQ

Outbound tickets are not included in the tickets resolved count.

Average first response time

Previously “average response time”.

Purpose

Enables you to track the average length of time a contact has to wait initially before they receive a reply from an agent. 

Definition

The average time it takes to send the first message on a ticket during the time period of the report. This is a contact point-of-view metric.

First response time = (Time agent first replied - Time ticket created)

Data Type

Historical

Location

Board view: Main metric cards.

Stats view: Tickets created.

FAQ

• Outbound tickets are included in the average first response time calculation.

• Tickets created during the time period of the report are analyzed when calculating the average first response time.

Average resolution time

Purpose

Enables you to track the average length of time a contact has to wait before their issue is resolved.

Definition

The average time it takes to resolve a ticket in Inbox during the time period of the report. This is a contact point-of-view metric.

Resolution time = (Time ticket resolved - Time ticket created)

Data Type

Historical

Location

Board view: Main metric cards.

Stats view: Tickets created over time.

FAQ

• Outbound tickets are not included in the average resolution time calculation.

• If a ticket gets reopened, the previous resolution of the ticket is invalidated and a new resolution time will be assigned when the ticket is resolved again.

• Tickets resolved during the time of report are analyzed when calculating the average response time. 

Tickets in queue

Purpose

Enables you to track the number of unassigned tickets in Inbox

Definition

Count of unique unassigned tickets in Inbox during the time period of the report.

Data Type

Real-time

Location

Real-time report: Main metric cards.

FAQ

Both outbound and inbound tickets are included in this metric.

Tickets assigned

Purpose

Enables you to track the number of assigned tickets in Inbox

Definition

Count unique assigned tickets in Inbox during the time period of the report.

Data Type

Real-time.

Location

Real-time report: Main metric cards.

FAQ

Both outbound and inbound tickets are included.

Agents available

Purpose

Enables you to track the available agents in Inbox

Definition

Sum of agents that have ‘available’ or ‘busy’ status set. 

Data Type

Real-time

Location

Real-time report: Main metric cards.