To find your Productivity report head to Reports → Productivity.

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

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.

Median First Response Time

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

Median Response Time

  • The average time it takes to reply to messages.

Median Resolution Time

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

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.

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 productivity metric shown in the graph, click on the title and then select from the dropdown menu.