Information regarding definitions, descriptions, and calculation methods for metrics that can be represented in charts.
Category | Metric Label | Aggregation Basis | Description & Calculation |
|---|---|---|---|
Consultation Count | Inbound consultations | managedAt | The number of consultations received during the selected period. Includes messages sent to both ALF and agents. Used to track inquiry volume trends. |
Consultation Count | Consultations with response started | firstAnsweredAt | The number of consultations where an agent provided the first response during the period. |
Consultation Count | Closed consultations | firstClosedAt | The number of consultations closed for the first time. Used to track the volume of resolved cases. |
Consultation Quality | CSAT score (%) | managedAt | The percentage of positive (4 or 5 stars) responses among satisfaction evaluations. |
Consultation Quality | CSAT responses | managedAt | The scores and the total count of satisfaction evaluations provided by customers. |
Consultation Quality | Assignee transfer rate | managedAt | The percentage of closed consultations where the assignee was changed at least once. Calculation: (Consultations with 1+ reassignments) / (Consultations with a first close point). |
Consultation Quality | ALF CX Score | managedAt | The quality score for consultations handled by Customer ALF. Used to identify points for improving ALF settings. |
Customer Wait Time | Time from first inquiry to first response | managedAt | Time from the customer's first message to the agent's first response. Calculation: firstAnsweredAt − firstAskedAt. (Excludes non-operating hours if selected). |
Customer Wait Time | Consultation wait time | managedAt | Time a customer spent in the queue. Calculation: firstQueueOutAt − firstQueueInAt. (Excludes non-operating hours if selected). |
Customer Wait Time | Time until assignee assignment | managedAt | Time from inbound until an assignee is first assigned. Calculation: firstAssignedAt − managedAt. (Excludes non-operating hours if selected). |
Customer Wait Time | Time from chat request to first response | managedAt | Time from when a customer tries to open a chat until the agent's first response. Includes queue time. Calculation: firstAnsweredAt − firstOpenedAt. (Excludes non-operating hours if selected). |
Response Speed | Average response time | managedAt | The average time taken by an agent to reply to each customer message. Useful for identifying response delays by inquiry type. (Excludes non-operating hours if selected). |
Response Speed | Time from inbound to first response | managedAt | Time from the moment a consultation is received until the agent's first response. Includes the time the customer spent with ALF. Calculation: firstAnsweredAt − managedAt. (Excludes non-operating hours if selected). |
Response Speed | Time from chat opening to first response | managedAt | Time from when a chat is opened until the agent's first response. Calculation: firstAnsweredAt − firstActiveAt. (Excludes non-operating hours if selected). |
Response Speed | Time from assignment to first response | managedAt | Time from when an assignee is first assigned until the agent's first response. Calculation: firstAnsweredAt − firstAssignedAt. (Excludes non-operating hours if selected). |
Time to Close | Time from inbound to close | managedAt | Time from inbound until the consultation is closed. Based on the first close time. Calculation: firstClosedAt − managedAt. (Excludes non-operating hours if selected). |
Time to Close | Time from inbound to final close | managedAt | Time from inbound until final closure, considering reopens. Calculation: closedAt − managedAt. (Excludes non-operating hours if selected). |
Time to Close | Time from chat opening to close | managedAt | Time from when a chat is opened until it is closed (first close). Calculation: firstClosedAt − firstActiveAt. (Excludes non-operating hours if selected). |
Time to Close | Time from first inquiry to close | managedAt | Time from the customer's first message until the consultation is closed (first close). Calculation: firstClosedAt − firstAskedAt. (Excludes non-operating hours if selected). |
Time to Close | Time from assignment to close | managedAt | Time from first assignment until closure (first close). Calculation: firstClosedAt − firstAssignedAt. (Excludes non-operating hours if selected). |
Time to Close | Time from chat request to close | managedAt | Time from chat open attempt until closure (first close). Includes queue time. Calculation: firstClosedAt − firstOpenedAt. (Excludes non-operating hours if selected). |
Agent Work Time | Agent handling time | managedAt | The total sum of business time an agent spent until the first close. Excludes snoozed time. Calculation: firstClosedAt - firstActiveAt - totalSnoozedTimeAtFirstClose. |
Agent Work Time | Final agent handling time | managedAt | Total work time until the final close, including reopens. Calculation: Σ(eachClosedAt − eachActiveAt) - totalSnoozedTime. |
Agent Work Time | ALF handling time | managedAt | Total time Customer ALF spent interacting with a customer. Calculation: firstAlfEndedAt − firstAlfStartedAt. |
Note on "Excluding Non-operating Hours":
This option subtracts the time that falls outside of the operating hours applied to the consultation.
If following Team Operating Hours: Subtracts non-operating time based on the team's schedule.
Otherwise: Subtracts non-operating time based on the Default Operating Hours.
Category | Filter Label |
|---|---|
Consultation Info | Team |
Consultation Info | Assignee |
Consultation Info | Follower |
Consultation Info | Priority |
Consultation Info | Entry Page |
Consultation Info | Consultation Tag |
Consultation Info | CSAT |
Consultation Info | Consultation Goal |
Consultation Info | Goal Achieved |
Consultation Info | Initial Workflow |
Consultation Info | Marketing Type |
Consultation Info | Marketing |
Consultation Info | Service |
Consultation Info | Custom Consultation Profile |
Time | Engagement Start Time (managedAt) |
Time | First Opened Time |
Time | Last Opened Time |
Time | First Closed Time |
Time | Last Closed Time |
Time | Time from first inquiry to first response* |
Time | Consultation wait time* |
Time | Time until assignee assignment* |
Time | Average response time* |
Time | Time from inbound to first response* |
Time | Time from chat opening to first response* |
Time | Time from assignment to first response* |
Time | Time to close* |
Time | Time to final close* |
Time | Time from chat opening to close* |
Time | Time from first inquiry to close* |
Time | Time from assignment to close* |
Time | Agent handling time* |
Time | Final agent handling time* |
Time | ALF handling time |
Time | Total snoozed time |
Statistics | Inflow Direction |
Statistics | Workflow Executed |
Statistics | ALF Involved |
Statistics | Agent Connected |
Statistics | Reopened Status |
Statistics | Reopen Count |
Statistics | Reassigned Status |
Statistics | Reassignment Count |
CX Score | ALF CX score |
*Note: Filters that exclude non-operating hours are also provided for these items.