Business Insights - Metrics Glossary

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In Business Insights reports, Desk.com provides a number of metrics you can use for tracking overall support performance. Below, we define each reporting metric so you can understand how each one is calculated.

Note: This feature requires the Pro Plan or above. All metrics are specific to the time period the report covers.

Overview
Groups
Agent
Label
Custom Fields
Agent Detail
Case Level
 

Overview

Created Cases: The total number of new cases created.

Resolved Cases: The total number of cases moved to a resolved status from any other status. Includes cases which were later reopened.

Average Time to First Response: For cases created by an inbound interaction: the time to first response minus the case's creation time, divided by the total number of cases with first responses in that report's time window.

Agent Replies Per Resolve: The total number of outgoing messages in cases that are resolved divided by the total number of resolved cases.

Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

Average Time to Resolution: The average amount of time from case creation to resolution. The amount of time from creation to resolution is added and then divided by the number of cases involved. This calculates on cases resolved during the time period specified in your report, no matter when they were created.

FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction. This is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

Inbound Interactions: The number of incoming messages (sent by customers).

Outbound Interactions: The number of outgoing messages.

Resolved w/o Response: The number of cases resolved with 0 outbound interactions.

Case Resolves: An agent activity metric that tracks the total number of times cases go from an open status (New or Open or Pending) to a Resolved status.

% Cases Reopened: The total number of cases that go from a resolved status to an open/pending status divided by the total number of cases resolved.

Case Reopens: The total number of times cases were moved to an Open status from a Resolved or Pending status.

Case Deletes: The total number of times cases were deleted.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). 


Group

Resolved Cases: The total number of cases moved to a resolved status from any other status that are currently assigned to a particular group. Includes cases which were later reopened.

Average Time to First Response: For cases created by an inbound interaction: the time to first response minus the case's creation time, divided by the total number of cases with first responses in that report's time window. Based on the assigned group at the time of the first response.

Agent Replies Per Resolve: The total number of outbound interactions for cases assigned to a particular group, divided by the total number of resolved cases within that group.

Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.  This covers only cases currently assigned to a specific group.

Average Time to Resolution: The average of the amount of time since cases are created and then resolved on a per group basis. The amount of time from creation to resolution is added and then divided by the number of cases involved. This calculates on cases resolved during the time period specified in your report, no matter when they were created.

FCR Rate (First Contact Resolution): Percent of cases currently assigned within a specific group, resolved with a single outbound interaction. This is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

Inbound Interactions: The total number of incoming messages in cases currently assigned to a specific group.

Outbound Interactions: The number of outgoing messages sent per Group.

Resolved w/o Response: The number of cases resolved without an outgoing message performed by agents within a particular group.

Case Resolves: The number of times cases go from New/Open/Pending to a Resolved status within a particular group.

Case Reopens: The total number of times cases, currently assigned to a specific group, were resolved and then moved back to an Open or Pending status.

Case Deletes: The total number of times cases were deleted by members of a particular group.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). 


Agent

Resolved Cases: The total number of cases moved to a resolved status from any other status by a particular agent. Includes cases which were later reopened. If a case is resolved by multiple agents, then the case is counted more than once. 

Agent Replies per Resolve: The total number of outbound interactions by a specific agent divided by the number of cases they have resolved.

Average Handle Time: Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.  This covers only cases currently assigned to a specific agent.

Average Time to Resolution: The average of the amount of time since cases are created and then resolved on a per agent basis. The amount of time from creation to resolution is added and then divided by the number of cases involved. This calculates on cases resolved during the time period specified in your report, no matter when they were created.

FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction that are currently assigned to a particular agent. This is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

Outbound Interactions: The number of outgoing messages sent by a particular agent on all cases, regardless of current case assignment. 

Resolved w/o Response: The number of cases resolved by a particular agent with 0 outbound interactions.

Case Resolves: The number of times cases go from New/Open/Pending to a Resolved status with a particular agent assigned to the case.

Case Views: The number of times an agent views a case.

Case Reopens: The total number of times cases were resolved and then moved back to an Open or Pending status. This is broken down by the agent who last saved the case. If a customer re-opens the case (with a reply) this will be the agent who resolved the case. If an agent manually re-opens the case it will be the agent who re-opened it. 

Case Deletes: The number of times cases were deleted by a particular agent.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). 


Labels

Assigned Cases: The total number of new cases with that label created during specified time period

Resolved Cases: The total number of cases with that label moved to a resolved status from any other status. Includes cases which were later reopened.

Times Applied: The total number of times that the label has been applied to cases during that time period, regardless of whether the label was subsequently removed from the case

Average Interactions: The average number of inbound and outbound messages for cases with that label.  This is calculated by taking the total inbound and outbound interactions on cases with that label and dividing by the total number of cases with that label

Average Handle Time: Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction. This is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). 


Custom Fields

Assigned Cases: The total number of times that the custom field value was applied to cases during specified time period

Resolved Cases: The total number of cases with that custom field value moved to a resolved status from any other status. Includes cases which were later reopened.

Average Interactions: The average number of inbound and outbound messages for cases with that custom field value.  This is calculated by taking the total inbound and outbound interactions on cases with that custom field value and dividing by the total number of cases with that custom field value

Average Handle Time: Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction. This is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.


Macros

Times Applied: The total number of times the macro has been applied to cases during that time period.

Average Handle time: Average Handle Time: The average amount of time an agent spends working on a case. This is calculated by accumulating the total amount of time agents spend in a case's edit mode and then dividing that number by the total number of cases accessed. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

Case Reopens : The total number of times cases, which has had that macro applied to it, were resolved and then moved back to an Open or Pending status. This is broken down by the agent who last saved the case. If a case is reopened with a reply (eg. a customer response reopens the case) the event will be associated with the agent who resolved the case. If an agent manually re-opens the case it will be the agent who re-opened it.

Resolved w/o Response: The number of cases resolved with 0 outbound interactions.


Agent Detail

Case ID: The unique case ID found in the Direct Case Link in the Desk.com Agent

Priority: The priority assigned to that case

Channel: The inbound channel for which that case was created

Status: The current status for that case

Agent Assigned: The current agent assigned to the ticket

Group Assigned: The current group assigned to the ticket

Created: The date and time the case was created

Time to First Response: The time to first response minus the case's creation time.

Time to Resolution: The amount of time between the time the case is created and the time of the most recent resolution. This calculates on cases resolved during the time period specified in your report, no matter when they were created.

Average Handle Time: The average amount of time an agent spends working on a case. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

Inbound Interactions: The number of incoming messages (sent by customers).

Outbound Interactions: The number of outgoing messages sent on that case.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). 

Case Level

Case ID: The unique case ID found in the Direct Case Link in the Desk.com Agent

Priority: The priority assigned to that case

Channel: The inbound channel for which that case was created

Status: The current status for that case

Agent Assigned: The current agent assigned to the ticket

Group Assigned: The current group assigned to the ticket

Created: The date and time the case was created

Time to First Response: The time to first response minus the case's creation time.

Time to Resolution: The amount of time between the time the case is created and the time it is resolved. This calculates on cases resolved during the time period specified in your report, no matter when they were created.

Average Handle Time: The average amount of time an agent spends working on a case. This calculates based only on the time a case is in both edit mode and the active tab within Desk.com, so even if you have multiple cases open at once, only the case you have actively open will contribute to your average handle time.

Agent Replies per Resolve: The total number of outbound interactions by a specific agent divided by the number of cases they have resolved.

Inbound Interactions: The number of incoming messages (sent by customers).

Outbound Interactions: The number of outgoing messages sent on that case.

CSat: This is calculated based on the average score obtained during the specified time frame (0-1 or 0-3 depending on whether you have the two smiley or four smiley Customer Satisfaction setup). ​
 

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