Description of Insights Metrics

Tickets received
Total number of tickets received in the selected time period

"The sum of all the tickets you received in the selected period."

Answered tickets 

Total number of tickets to which at least one reply was written

"The sum of the tickets you have answered. Each answered ticket counts as one. A Like is not counted as a reply. A ticket that is only archived and not answered counts as edited but not answered.

"Attention: Currently we count the ticket as answered only if within 2h after arrival in the inbox, a reply was written!"

Processed tickets 

Total number of tickets archived or deleted

"The total number of tickets you have closed. Where completed means you have archived or deleted them."

Overview by type 

Metrics sorted by ticket types

"Here you get an overview of how the distribution of your tickets was. You can see how many tickets of the type (e.g. comments) have come in, how many you have responded to and what your response rate is for this ticket type. If you've selected a channel, you'll only see the ticket types relevant to that channel."

Written answers

Total number of responses written in the selected time period

" This is the sum of ALL responses written in the specified time period. It doesn't matter how many tickets were responded to. Example: If you respond to a ticket with 4 replies, "4" will also go into the total here.

This can also be responses to tickets that arrived before the selected period. In this case, it is possible that the number of written responses is higher than the number of tickets received."

General response rate

The percentage ratio of tickets received to tickets answered

"This number shows you the percentage of tickets you have responded to. It shows you the ratio of your tickets received to tickets answered."

Ø Response time

Σ Response times / number of tickets

"Response time" is basically the time it took you to write the first response to the ticket. In other words, how long the ticket lay unanswered in the inbox. The average response time is the sum of the response times of all tickets divided by the number of answered tickets."

Ø Processing time

Σ Processing times / number of tickets

"Processing time" is the time it took you to push the ticket to "done" or delete it. In other words, how long it took you to close the ticket, whether answered or unanswered. The average processing time is the sum of the processing time of all tickets divided by the number of processed tickets."

Tickets by response time

Answered tickets grouped by response time

"Here the tickets are assigned to a certain group, depending on the response time. This should give you an overview of how you work in general. If you always need a very long time on average for tickets, then you have accordingly many tickets in the +8h group or similar."

Tickets by processing time

Processed tickets grouped by processing time

"Here, the tickets are assigned to a certain group depending on the processing time. This should give you a deeper insight into how long you need to complete tickets. If you always need a very long time on average for tickets, then you have accordingly many tickets in the +8h group or the like".

Peak hours

Average number of tickets received per hour

"The peak times overview should give you a feeling for the times at which the most tickets are received in the inbox. All tickets received during the selected time period are taken into account. The graph shows the average number of tickets per hour."

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