Metrics reference - Plain Docs

Every metric in Plain Insights: what it measures, how it’s calculated, and whether there’s a team member variant. For a deeper explanation of any metric, see its dedicated article. All core metrics can be filtered by Channel, Company, Group, Label, Priority, and Tier.

Core metrics

Metric	What it measures	Team member variant
Threads in Todo	Snapshot count of threads currently in Todo status. Updates in real time.	N/A
New threads created	Number of new threads opened in the selected period.	N/A
Threads reopened	Number of threads that moved back to Todo from Snoozed or Done.	N/A
Threads moved to Done	Number of threads that transitioned to Done. Auto-closed threads are not counted in the team member variant.	Threads this team member moved to Done.
First response time	Time from thread creation to first human reply.	Threads where this team member sent the first response.
SLA compliance: first response	% of threads that received a first human reply within the SLA target.	Filtered to threads where this team member sent the first response.
Next response time	Time between follow-up replies after the first.	Time between responses sent by this team member.
SLA compliance: next response	% of threads that received follow-up replies within the SLA target.	Filtered to threads where this team member sent the response.
Resolution time	Time from first customer message to thread marked Done.	Threads this team member resolved.
Customer waiting time	Total time a thread spent in Todo status.	Threads assigned to this team member.
CSAT thread count	Number of CSAT responses, filterable by rating.	Not available per agent.
CSAT: % positive responses	% of CSAT responses rated Positive.	Not available per agent.
Heatmap: threads created	Thread volume by day-of-week and hour-of-day (UTC).	N/A

Team-only metrics

These only appear on individual team member pages.

Metric	What it measures
Messages sent	Number of messages sent by the team member in the selected period.
Thread assignments	Number of times a thread was assigned to the team member.
Heatmap: messages sent	Messages sent broken down by day-of-week and hour-of-day (UTC).

Data refresh

Threads in Todo is a real-time snapshot. All other metrics refresh hourly.