> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Metrics reference

> Every metric in Plain Insights, what it measures, and its team member variant.

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.