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Reporting Definitions



Productivity Report


Replies Sent
The number of replies sent from Users to customers, including new conversation email threads.

Resolved on First Reply
The percentage of conversations that are resolved after one reply.
Resolved
A conversation should have at least one reply from the user and the status should be closed.
A conversation can only be resolved once.

  • If User A replies and closes a conversation, then the customer replies, then User B replies and closes the conversation, User B has resolved it.
  • If a User creates a conversation, the customer replies and the User closes it without a reply, the conversation is not subject to resolution metrics. A conversation cannot be Resolved by being created, nor by closing without a Reply from a User.

Office hours
We don't provide the office hours filter to exclude conversation activity, but rather to see the Response and Resolution times within the context of office hours.

Resolution Time
The average amount of time taken from the time a conversation is created to the time it is resolved.
Response Time
The average amount of time a customer is waiting for a response from your team.

  • Response time is only counted if/when you reply to the customer. If the conversation has no replies, no response times are calculated.
  • Assigning, status changes, updating tags or adding notes do not impact response time at all.
  • If you reply, then send additional replies to the customer before they respond, only the first response is counted towards average response time.
  • If the customer replies twice before you reply, response time is calculated from the first customer reply to the time a User replies.
  • Response time is not calculated for a new conversation created by a User. If/when the customer responds, response time will be counted for your next User reply.
First Response Time
The average amount of time a customer is waiting for the first reply from your team; subsequent response times are not included.

  • If User A replies and closes a conversation, then the customer replies, then User B replies and closes the conversation, User B has resolved it.
  • If a User creates a conversation, the customer replies and the User closes it without a reply, the conversation is not subject to resolution metrics. A conversation cannot be Resolved by being created, nor by closing without a Reply from a User.

Team Report


Customers Helped
The Number of customers your team has helped on the selected time period. Customers are calculated by unique customer email addresses that land in your Help Ninja Mailbox

Replies per Day
The average number of replies made per day in the specified time frame.

Closed
The number of conversations closed on the selected time period.


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