Here is a breakdown of how the different stats are calculated in the Productivity Report. Some important definitions to note as far as reports are concerned:

  1. Conversations = tickets
  2. Resolutions = conversations that are marked as closed (with or without a reply)
  3. Customer = each unique email address/contact who sends you a message

Productivity Stats

Average Replies Per Resolution

  • The average number of replies sent from an agent to a customer for resolved conversations. Resolved conversations with less than one reply will not be included in this calculation. That is the total number of replies on resolved conversations divided by the total number of resolved conversations with at least one reply within the currently selected time period.

First Reply Resolved

  • The percentage of resolved conversations that were resolved with a single response. That is the number of resolved conversations with a single reply divided by the number of resolved conversations with one or more responses.

Assigned Conversations

  • The number of conversations assigned in the currently selected time period divided by the number of conversations created in the currently selected time period. Note the first is not necessary a subset of the second, so it is not the percentage of conversations that were created and then assigned.

Average First Response Time

  • The average time between a conversation being created and the first response send by an agent. 

Average Resolution Time

  • The average time between a conversation being created and it being closed for the final time. 

Average Replies to Resolution

  • The average number of replies for resolved conversations with at least one reply that were resolved in the currently selected time period.

Average Reassignments

  • The average number of reassignments for resolved conversations with at least one reassignment that were resolved in the currently selected time period.

Understanding the Line Graph

Average Resolution Time 

  • The day the conversation was closed is the day that the value is included on the x axis.

Average First Response Time

  • The day the response was sent is the day that the value is included on the x axis.

To change the graph, click on the title and then select from the dropdown menu.