This guide explains how key metrics on the Performance reports page are calculated and how date ranges apply to each metric. For the full list of metrics and their definitions, see Reports.

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Average first response time measures how quickly agents respond after being assigned to a ticket.

The average first response time is calculated as:

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For each ticket assignment, the first response time is the duration between when the agent is assigned and when the agent sends the first reply.

For example, if three assignments had response times of 30, 45, and 60 seconds, the average first response time is 45 seconds. If a ticket is reassigned to multiple agents, each assignment's first response time is counted separately in the average.

This metric uses the assignment date — the calculation includes all tickets assigned within your selected period. Assigned tickets where the agent doesn't respond are excluded.

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Average resolution time measures the total time from when a ticket is created to when it is closed.

The average resolution time is calculated as:

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For each ticket, the resolution time is the duration between ticket creation and ticket closure.

For example, if three tickets took 2, 5, and 3 hours to close, the average resolution time is 3.3 hours. Even if a ticket is reassigned, the resolution time still measures the entire duration from ticket creation to closure, including time spent on reassignments.

This metric uses the closing date — the calculation includes all tickets closed within your selected period.

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Customer satisfaction (CSAT) metrics represent how customers felt about their interaction with agents. The CSAT survey is presented to customers once a ticket is closed. Customers can rate their experience on a scale of 1 to 5.

The CSAT chart displays the count and percentage of each rating score. The average CSAT score is calculated from all ratings received.

Note: When multiple agents handle a ticket, the CSAT score is calculated for the last assigned agent.

The CSAT response rate measures the percentage of customers who responded to the CSAT survey. It is calculated as:

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For each closed ticket, the system checks whether the customer provided a rating. The number of tickets with a rating is divided by the total number of closed tickets. The result is the percentage of customers who responded to the satisfaction survey.

How non-responses are counted depends on the Automatic CSAT survey setting in Settings > Desk > Automation > Customer satisfaction rating. When this setting is enabled, the system automatically sends a CSAT survey after an agent closes a ticket.

These metrics use the ticket creation date — the calculation includes tickets created within your selected period that have a Closed status, regardless of the closing date.

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When multiple agents handle a single ticket, each metric is calculated differently.

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The following table summarizes which date is used for each metric.

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Metric values for a specific date can change if you view or export data while that day is still in progress. For example, if you export today's metrics in the morning and check again in the afternoon, the values may differ because new tickets and agent responses continue to accumulate throughout the day.

Once a day is complete, the metric values for that date remain stable.

The calculation logic for the dashboard Summary view and Data exports is identical. If numbers differ between an earlier export and the current dashboard, check whether the earlier export included the current day's in-progress statistics.