Reporting metrics reference

Every metric name the Reporting API accepts, grouped by what it measures. For how each metric is calculated, follow the link to its page in the Insights docs. Metrics whose names start with agent_ report per user and need the metricsAgent:read permission. See Permissions.

Volume

These metrics count threads, once per thread per bucket. All are time series only.

Metric	What it counts
`threads_created_count`	Threads created
`threads_status_count__todo`	Threads in Todo at the end of each bucket
`threads_status_count__snoozed`	Threads in Snoozed at the end of each bucket
`threads_status_count__done`	Threads in Done at the end of each bucket
`threads_status_transitions_count__todo`	Threads that moved into Todo from any other status, including Snoozed
`threads_status_transitions_count__todo_with_created`	The same, plus threads created in Todo
`threads_status_reopened_count`	Threads that moved from Done back to Todo
`threads_status_transitions_count__snoozed`	Threads that moved into Snoozed
`threads_status_transitions_count__done`	Threads that moved into Done

See Support volume.

Durations

Duration metrics are in minutes and accept percentile, an integer from 1 to 99. It defaults to 50, the median.

Metric	What it measures	Time series	Single value
`threads_first_response_time`	First response time	Yes	Yes
`threads_time_between_follow_up_responses`	Next response time	Yes	Yes
`threads_time_between_all_responses`	Next response time, including the first response	Yes	No
`threads_resolution_time`	Resolution time	Yes	Yes
`threads_time_customer_waiting`	Customer waiting time	Yes	Yes

SLA compliance

SLA compliance is a fraction from 0 to 1, where 0.95 means 95% of threads met their target. Single value only. See SLA compliance.

Metric	What it measures
`service_level_agreement_compliance_frt`	Share of threads whose first response target was Achieved
`service_level_agreement_compliance_nrt`	Share of threads whose first next response target to reach an outcome was Achieved

CSAT

CSAT metrics need filters.surveyResponse.rating: 1 for Negative, 2 for Neutral, or 3 for Positive. Add filters.surveyResponse.surveyId to limit them to one survey. See CSAT scores.

Metric	What it measures	Time series	Single value
`threads_csat__count`	Survey responses with that rating	Yes	Yes
`threads_csat__percentage`	Responses with that rating as a share of all responses, from 0 to 100	Yes	Yes

All-time count

threads_all_time_count_done is the number of threads in Done right now. It’s single value only, and it rejects from and to.

Heatmaps

Metric	What each cell counts
`threads_created_count_heatmap`	Threads created in that hour of that weekday
`agent_messages_sent_count`	Threads a user sent at least one message on in that hour of that weekday. Set `filters.userIds` to limit it to some users

See Get a heatmap.

Per-user metrics

Per-user metrics credit each value to a user. In METRIC mode they need groupBy: [{ dimension: ASSIGNEE }] for one result per user, or filters.userIds with another groupBy dimension. ASSIGNEE on these metrics groups by the user who gets the credit, which isn’t always the thread’s current assignee.

Metric	Credits	Time series	Single value
`agent_messages_sent_count`	The user who sent the message. Counts messages	Yes	No
`agent_threads_assignment_transitions_count`	The user the thread was assigned to	Yes	No
`agent_threads_status_transitions_count__todo`	The user who moved the thread into Todo	Yes	No
`agent_threads_status_transitions_count__snoozed`	The user who moved the thread into Snoozed	Yes	No
`agent_threads_status_transitions_count__done`	The user who moved the thread into Done	Yes	No
`agent_threads_first_response_time`	The user who sent the first reply	Yes	Yes
`agent_threads_time_between_follow_up_responses`	The user who sent each reply	Yes	Yes
`agent_threads_resolution_time`	Every user ever assigned to the thread	Yes	Yes
`agent_threads_time_customer_waiting`	Every user ever assigned to the thread	No	Yes
`agent_service_level_agreement_compliance_frt`	Every user ever assigned to the thread	No	Yes
`agent_service_level_agreement_compliance_nrt`	Every user ever assigned to the thread	No	Yes
`agent_threads_csat__count`	Every user ever assigned to the thread	Yes	No
`agent_threads_csat__percentage`	Every user ever assigned to the thread	Yes	No

Status transitions only credit moves a user or machine user made, so Plain’s automatic changes don’t count toward anyone. Metrics that credit every user ever assigned count a thread once for each of those users, so per-user values don’t add up to the workspace value.

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Changelog

Reporting metrics reference

Volume

Durations

SLA compliance

CSAT

All-time count

Heatmaps

Per-user metrics

​Volume

​Durations

​SLA compliance

​CSAT

​All-time count

​Heatmaps

​Per-user metrics

Volume

Durations

SLA compliance

CSAT

All-time count

Heatmaps

Per-user metrics