Indicators in reports

This article will help you understand in more detail how the various indicators in the reports are calculated.


Basic reports:


  • Number of requests in the system - the total number of requests that were created in the system during the specified time period;
  • Number of closed requests - the number of requests that were received in the specified period and already closed. Percentage of closed requests of the total number of received tickets is displayed in brackets; 
  • Average time for the first reply in a request - time between the initial request of a user and the first reply in the request from an employee;
  • Average time to complete a request - time between the initial request of a user and its completion (transferring to the corresponding status). If the request was reopened, the count will continue until the request is executed again;
  • The average time for the first reply/execution in request by SLA - takes into account the working week settings specified in the "SLA settings" menu: 


For example, you have set the working time from 9 to 17 and the request was received at 8:00. The employee comes to work at 9 and at 9:15 he/she writes the first answer. In this case the first answer time according to SLA will be 15 minutes, and the usual answer time is 1 hour and 15 minutes because the SLA time takes into account the working time within the system. The same principle of calculating the time is applied to the closing time of the SLA request.


  • Satisfaction ratio - shows the ratio of positive and negative responses in the requests during the specified time interval. It is calculated by the formula: the number of requests with positive ratings/number of requests with any rating;
  • Number of reopened requests - number of requests that were closed (completed) but then reopened;
  • Number of reassigned requests - number of requests where the performer was changed more than once
  • Number of closed requests since the first reply - number of requests which were closed after the first reply of the employee;
  • Average time in status N - average time the requests spent in status N.


Report by operators/chat channels:


  • Served - number of requests that were answered by an operator;
  • Unserved - number of requests that were not answered by the operator;
  • Moved - the number of requests that were transferred to another operator;
  • Average speed of the first answer (sec) - the average value on the sample of requests: time from the moment the request was created till the first answer of the employee;
  • Average speed of all responses (sec) - the average value of the time between each answer of an employee and each answer of a customer, without taking into account the first request;
  • Chat return speed (sec) - the average speed between successive answers of an employee;
  • Average request duration (sec) - the time from the moment the request is received until it is closed;
  • Service rating "+" (chat) - the number of positive responses on appeals from the chat;
  • Service rating "-" (chat) - the number of negative responses on appeals from the chat;
  • No rating (chat) - the number of requests from the chat without feedback;


An example of calculating the "Rate of returning to the chat (sec)" parameter:

10:10:00 Customer: please transfer my order 

10:10:07 Customer: at 12:10

10:10:15 Operator: Good afternoon

10:15:20 Operator: Order number?

10:16:30 Customer: 0516222

10:16:40 Operator: One moment

10:17:00 Operator: Order not found

10:17:05 Operator: Please check if the order number is correct: it should be 8 digits

10:17:20 Customer: now

10:30:10 Customer: found: 00516222

10:31:20 Operator: yes, it is

10:32:00 Operator: transferred the order

10:53:35 Customer: thank you

10:54:20 Operator: Have a nice day!



The operator ended up going back to chat four times after his response:

10:10:15-10:15:20 = 305 sec;

10:16:40-10:17:00 = 20 sec;

10:17:00-10:17:05 = 5 sec;

10:31:20-10:32:00 = 40 sec;



Calculate the average: (305 + 20 + 5 + 40)/4 = 92.5 sec.