How are Metrics Calculated

Conversation Metrics

First Response Time (FRT)

First Response Time is the time between when a customer sends their first message and when an agent responds for the first time.

This shows how quickly your team responds to new requests.

Business Hours vs Non-Business Hours

Most businesses don't operate 24/7. That's why we give you two versions of FRT:

Example: Business Hours Logic

Your business hours: 7:00 AM to 4:00 PM

Customer message received: 5:00 PM (outside business hours)

Agent responds: 7:05 AM the next day

Which one should you use?

• Use FRT (Business Hours) to understand how quickly your team is responding during their shift.
• Use FRT (Non-Business Hours) to understand how long your customers are waiting in real-time.

How is FRT Calculated?

• We calculate FRT by measuring the time between the customer’s first message and agent’s first reply
• We only include conversations that were replied between the selected start and end date.

Automated replies are excluded — we only count agent responses.

Conversation Included in FRT

The agent’s first reply was between the selected start and end date.

Conversation Not Included in FRT

The agent’s first reply was sent outside the selected start and end date.

Time to Close (TTC)

Time to Close (TTC) is the time it takes for your team to completely resolve a conversation — from the moment it was created to when it's first marked as closed.

It helps answer the question: "How long does it take us to solve customer problems?"

Business Hours vs Non-Business Hours

Example: Business Hours Logic

Your business hours: 7:00 AM to 4:00 PM

Customer message received: 5:00 PM (outside business hours)

Agent replies next day and resolves at: 7:10 AM

Which one should you use?

• Use TTC (Business Hours) to evaluate team efficiency
• Use TTC (Non-Business Hours) to assess customer experience

How is TTC Calculated?

• We calculate TTC as the time interval between the customer's initial message and the agent's closing of the conversation.
• We only include conversations that were closed between the selected start and end date.

Only the first resolution is considered. If a conversation is reopened later, it doesn't affect this metric.

Automated closures are excluded — only conversations closed by agents are counted.

Conversation Included in TTC

Conversation Not Included in TTC

The conversation was closed outside the selected time period

One Touch Resolutions

One Touch Resolutions are conversations that were solved with just one agent message.

It shows how many issues your team can handle instantly — without long back-and-forth chats.

How is One Touch Resolution Calculated?

A conversation is marked as a One Touch Resolution if:

• The agent sends just one message
• The conversation is closed after that
• It was closed between the selected start and end date

Example: One Touch Resolution

Not Counted as One Touch Resolution

Agent send more than one reply to resolve the query.

Conversation was closed outside the selected period.

New Conversations

New Conversations tracks the number of unique conversations created during a selected time period.

It shows how many new issues or queries your team received.

How are New Conversations Calculated?

We count a conversation as "new" if:

• It was created between the selected start and end date

It does not depend on whether an agent has responded or whether the conversation is closed.

Example: New Conversation Counted

Not Counted as New Conversation

Closed Conversations

A conversation is considered closed when it has been marked as resolved — either by an agent or by automation.

We classify closed conversations into the following categories:

Closed Conversations with Agent Reply

These are conversations that:

• Were closed by an agent
• And received at least one agent reply

How are Closed Conversations with Agent Reply Calculated?

We include conversations where:

• The conversation was closed by an agent (not by automation)
• It was closed between the selected start and end date
• At least one agent message exists in the conversation

This measures conversations that were engaged and closed manually by a team member.

Example: Closed Conversation with Agent Reply

Closed Conversations without Agent Reply

These are conversations that:

• Were closed by an agent
• But did not receive any agent reply

How are Closed Conversations without Agent Reply Calculated?

We include conversations where:

• The conversation was closed by an agent (not by automation)
• It was closed between the selected start and end date
• No agent messages exist in the conversation

Example: Closed Conversation without Agent Reply

Auto Closed Conversations

These are conversations that:

• Were closed automatically (via rules or AI agent)

This typically includes automated resolutions.

How are Auto Closed Conversations Calculated?

We include conversations where:

• The conversation was closed by automation
• It was closed between the selected start and end date

Example: Auto Closed Conversation

What Happens if a Conversation is Closed Multiple Times?

Conversations can be reopened and closed multiple times. Here's how we count these in different report views:

Daily Views

For daily reports, a conversation that is closed on a particular day is counted as a closed conversation for that day, even if it was closed previously or reopened the next day.

Example: Multiple Closes Across Days

Daily Count:

• Jan 4: 1 closed conversation
• Jan 5: 1 closed conversation
• Jan 6: 1 closed conversation

Total closed conversation for Jan 4-6 period: 1 unique conversation closed

Same-Day Open and Close

If a conversation is closed and reopened on the same day, we consider its status at the end of the day for daily reports.

Example: Same-Day Open and Close

Daily Count for Jan 5: 0 closed conversations (conversation remained open at end of day)

Hourly Breakdown

When viewing hourly data, you'll see more granular information:

In the hourly breakdown for Jan 5, you would see:

• 10-11 AM: 1 closed conversation
• While the conversation status changed during the day, the daily total shows 0 since it ended the day open

Backlog

Backlog shows the number of open conversations during a selected time period — i.e., issues that are still unresolved.

How is Backlog Calculated?

We include all conversations that:

• Were created before or between the selected start and end date
• Have a status of open or snoozed at the end of the selected period

This reflects the number of conversations that are still waiting for a resolution as of the end of the selected period.

Example: Conversation in Backlog

Not Counted in Backlog

Unique Conversations Messaged

Unique Conversations Messaged tracks the number of distinct conversations where an agent sent at least one message.

This tells you how many different conversations your team actively engaged with, regardless of how many messages were exchanged in each.

How are Unique Conversations Messaged Calculated?

We count a conversation as "messaged" if:

• An agent sent at least one message
• The message was sent between the selected start and end date

We then count each unique conversation once — no matter how many messages were sent in that conversation.

Satisfaction Metrics

CSAT Score (Customer Satisfaction)

Customer Satisfaction Score (CSAT) tells you how happy your customers are with your support.

After a conversation is closed, we send a survey asking the customer how satisfied they were. Their response becomes the CSAT score.

How is CSAT Calculated?

We take the average of all the ratings given by customers in the selected start and end date.

Survey Question Sample: "How satisfied are you with the help you received?"

Rating Scale: 1 to 5 (stars or emojis, depending on your setup)

Only rated surveys are included in the score.

Conversations Included in CSAT

Conversations Not Included in CSAT

When should you look at CSAT?

• Use CSAT to understand how customers felt after a conversation.
• Pair it with metrics like TTC and FRT to see how speed impacts satisfaction.
• Look at Surveys Sent vs Surveys Rated to track participation rate.

Surveys Sent

Surveys Sent is the total number of CSAT surveys that were sent to customers after their conversation ended.

It shows how many customers had the opportunity to give feedback.

How are Surveys Sent Calculated?

We count a survey as "sent" if:

• The conversation was closed
• A CSAT survey was actually sent to the customer between the selected start and end date

Surveys Rated

Surveys Rated is the total number of CSAT surveys that customers actually responded to — by giving a rating.

This helps you understand your response rate.

How are Surveys Rated Calculated?

We count a survey as "rated" if:

• It was sent between the selected start and end date
• The customer gave a rating (any score > 0)

Response Rate (CSAT)

Response Rate shows how many customers actually responded to a CSAT survey after it was sent.

It helps you understand how engaged your customers are with your feedback system — and whether you're getting enough data to trust your CSAT score.

How is Response Rate Calculated?

We calculate it using this formula:

Response Rate = (Surveys Rated / Surveys Sent) × 100

Where:

• Surveys Sent = Number of CSAT surveys sent to customers between the selected start and end date
• Surveys Rated = Number of surveys that received a valid rating (any score)

Note: This count is based on the date the survey was sent, not the date the rating was received.

Formula Applied: Response Rate = (125 ÷ 500) × 100 = 25%

Self-Service Metrics

Self-Service Rate

Self-Service Rate tells you what percentage of customer queries were resolved by self service flows — without interacting with a support agent.

How is Self-Service Rate Calculated?

We calculate it using this formula:

Self-Service Rate = (Number of resolved self-service sessions / Total self-service sessions) × 100

We count a session as "resolved" if:

• The customer viewed a self-service flow between the selected start and end date
• The outcome was marked as "resolved" (either clicked on Okay, thanks or closed the widget)

Example: Self-Service Rate Calculation

Formula Applied: Self-Service Rate = (350 / 500) × 100 = 70%

Self-Service Resolution Breakdown

This breakdown shows how your customers ended their self-service sessions.

How is Self-Service Resolution Breakdown Calculated?

We categorize each self-service session that occurred between the selected start and end date into one of the three outcomes listed above.

Self-Service Breakdown by Topic

Self-Service Breakdown by Topic shows which topics are helping customers the most through self-service — like "Refunds", "Shipping", or "Cancel Order".

How is Self-Service Breakdown by Topic Calculated?

For every self-service flow viewed between the selected start and end date:

• We log the topic (tagged in your content)
• We track whether it resulted in resolution
• We display which topics:
• Were viewed most frequently
• Led to the most resolutions

Example Topic Breakdown Table

Self-Service Conversion Rate

Self-Service Conversion Rate measures whether a customer who used self-service went on to make a purchase within the next 14 days.

How is Self-Service Conversion Rate Calculated?

We calculate it using this formula:

Self-Service Conversion Rate = (Customers who converted / Customers who viewed self-service) × 100

Where:

• Customers who converted = Number of customers who viewed a self-service flow AND placed an order within 14 days
• Customers who viewed self-service = Total number of customers who viewed a self-service flow between the selected start and end date

Revenue from Self-Service

Revenue from Self-Service shows how much revenue comes from customers who used a self-service flow — and then placed an order within 14 days.

How is Revenue from Self-Service Calculated?

We sum the order values from all customers who:

• Viewed a self-service flow between the selected start and end date
• Didn't start a chat with an agent
• Placed an order within 14 days of viewing the self-service flow

Example: Revenue Calculation

CX Revenue Metrics

CX Revenue

CX Revenue is the total revenue from orders placed within 14 days of a support conversation.

How is CX Revenue Calculated?

We sum the value of all orders that meet these criteria:

• The customer started a support conversation between the selected start and end date
• An agent replied to the conversation (First Response exists)
• The same customer placed an order within 14 days after the starting the conversation.

Example: Included in CX Revenue

Not Included in CX Revenue

Not Included (Order Placed Too Late)

CX Conversion Rate

CX Conversion Rate is the percentage of support conversations that led to an order within 14 days.

How is CX Conversion Rate Calculated?

We calculate it using this formula:

CX Conversion Rate = (Number of converted conversations / Total eligible conversations) × 100

Where:

• Converted conversation = A conversation where:
• The customer started a support conversation between the selected start and end date
• An agent replied
• The customer placed an order within 14 days
• Total eligible conversations = All conversations where:
• The customer started a support conversation between the selected start and end date
• An agent replied

CX Orders

CX Orders counts the number of orders that were placed within 14 days after a customer interacted with your support team.

How are CX Orders Calculated?

We count an order as a CX Order if:

• The customer started a conversation between the selected start and end date
• An agent replied to the conversation
• The customer placed an order within 14 days after the conversation started

CX Average Order Value (AOV)

CX Average Order Value (AOV) shows how much customers spend, on average, after interacting with your support team.

How is CX AOV Calculated?

We calculate it using this formula:

CX AOV = Total CX Revenue / Number of CX Orders

Where:

• Total CX Revenue = Sum of all order values that qualify as CX Revenue
• Number of CX Orders = Count of all orders that qualify as CX Orders

Example: CX AOV Calculation

Formula Applied: CX AOV = $5,000 / 100 = $50

Example: CX AOV Data

Total CX Revenue = $355

CX Orders = 3

CX AOV = $118.33

Time to Convert

Time to Convert is the average time between the start of a support conversation and the customer placing an order.

How is Time to Convert Calculated?

We calculate it by:

1. Measuring the time between each conversation start and when the customer placed an order
2. Including only orders placed within 14 days of the conversation
3. Finding the average of all these time periods

Example: Time to Convert Calculation

If 3 customers place orders after:

• 2 hours after conversation
• 1 day (24 hours) after conversation
• 3 days (72 hours) after conversation

Time to Convert = (2 + 24 + 72) / 3 = 32.6 hours

Agent & Volume Metrics

Messages Sent

Messages Sent is the total number of messages sent by agents during the selected time period.

How are Messages Sent Calculated?

We count all messages that meet these criteria:

• Sent by an agent between the selected start and end date
• Includes both manual messages and macro messages (clicked and sent by agents)

Messages Included in Count

Messages sent = 1 as only one message was sent in the selected period.

Private Notes Sent

Private Notes Sent counts private notes that agents use to share context or instructions with teammates. These are never shown to customers.

How are Private Notes Sent Calculated?

We count all private notes that were created between the selected start and end date.

Peak Hour Messages

Peak Hour Messages shows the number of messages sent during the busiest hour of the day.

How are Peak Hour Messages Calculated?

We calculate it by:

1. Grouping all agent messages by hour of the day
2. Counting the number of messages in each hour
3. Identifying the hour with the highest message count
4. Reporting the total messages sent during that peak hour

Example: Hourly Distribution

Peak Activity Hour

Peak Activity Hour is the hour of day when your team is most active, based on messages sent.

How is Peak Activity Hour Calculated?

We determine the Peak Activity Hour by:

1. Analyzing all agent messages sent between the selected start and end date
2. Grouping messages by the hour of day they were sent
3. Identifying which hour consistently has the highest message volume
4. Reporting this hour as the Peak Activity Hour

Example: Daily Activity Pattern

Example: Activity Visualization

On this page

• How are Metrics Calculated
• Conversation Metrics
• First Response Time (FRT)
• Business Hours vs Non-Business Hours
• Example: Business Hours Logic
• Which one should you use?
• How is FRT Calculated?
• Conversation Included in FRT
• Conversation Not Included in FRT
• Time to Close (TTC)
• Business Hours vs Non-Business Hours
• Example: Business Hours Logic
• Which one should you use?
• How is TTC Calculated?
• Conversation Included in TTC
• Conversation Not Included in TTC
• One Touch Resolutions
• How is One Touch Resolution Calculated?
• Example: One Touch Resolution
• Not Counted as One Touch Resolution
• New Conversations
• How are New Conversations Calculated?
• Example: New Conversation Counted
• Not Counted as New Conversation
• Closed Conversations
• Closed Conversations with Agent Reply
• How are Closed Conversations with Agent Reply Calculated?
• Example: Closed Conversation with Agent Reply
• Closed Conversations without Agent Reply
• How are Closed Conversations without Agent Reply Calculated?
• Example: Closed Conversation without Agent Reply
• Auto Closed Conversations
• How are Auto Closed Conversations Calculated?
• Example: Auto Closed Conversation
• What Happens if a Conversation is Closed Multiple Times?
• Daily Views
• Example: Multiple Closes Across Days
• Same-Day Open and Close
• Example: Same-Day Open and Close
• Hourly Breakdown
• Backlog
• How is Backlog Calculated?
• Example: Conversation in Backlog
• Not Counted in Backlog
• Unique Conversations Messaged
• How are Unique Conversations Messaged Calculated?
• Satisfaction Metrics
• CSAT Score (Customer Satisfaction)
• How is CSAT Calculated?
• Conversations Included in CSAT
• Conversations Not Included in CSAT
• When should you look at CSAT?
• Surveys Sent
• How are Surveys Sent Calculated?
• Surveys Rated
• How are Surveys Rated Calculated?
• Response Rate (CSAT)
• How is Response Rate Calculated?
• Self-Service Metrics
• Self-Service Rate
• How is Self-Service Rate Calculated?
• Example: Self-Service Rate Calculation
• Self-Service Resolution Breakdown
• How is Self-Service Resolution Breakdown Calculated?
• Self-Service Breakdown by Topic
• How is Self-Service Breakdown by Topic Calculated?
• Example Topic Breakdown Table
• Self-Service Conversion Rate
• How is Self-Service Conversion Rate Calculated?
• Revenue from Self-Service
• How is Revenue from Self-Service Calculated?
• Example: Revenue Calculation
• CX Revenue Metrics
• CX Revenue
• How is CX Revenue Calculated?
• Example: Included in CX Revenue
• Not Included in CX Revenue
• Not Included (Order Placed Too Late)
• CX Conversion Rate
• How is CX Conversion Rate Calculated?
• CX Orders
• How are CX Orders Calculated?
• CX Average Order Value (AOV)
• How is CX AOV Calculated?
• Example: CX AOV Calculation
• Example: CX AOV Data
• Time to Convert
• How is Time to Convert Calculated?
• Example: Time to Convert Calculation
• Agent & Volume Metrics
• Messages Sent
• How are Messages Sent Calculated?
• Messages Included in Count
• Private Notes Sent
• How are Private Notes Sent Calculated?
• Peak Hour Messages
• How are Peak Hour Messages Calculated?
• Example: Hourly Distribution
• Peak Activity Hour
• How is Peak Activity Hour Calculated?
• Example: Daily Activity Pattern
• Example: Activity Visualization