What Are Metrics?

Metrics measure operator and system performance. The platform supports SLA (Service Level Agreement) metrics for tracking response and resolution times.

Common Metrics

  • TFR (Time to First Response) — time from dialogue/ticket creation to the first operator response
  • TTC (Time to Close) — time from creation to dialogue/ticket closure

How Metrics Work

  1. You create a metric with an alias (e.g. TFR, TTC) and a target value in seconds.
  2. The system tracks actual time for each dialogue/ticket.
  3. Reports show whether targets were met (e.g. "First response within 5 minutes").

Metric Value

The metric value is the target in seconds. Examples:

  • 300 seconds = 5 minutes
  • 3600 seconds = 1 hour
  • 86400 seconds = 24 hours

Calendars and Metrics

When a calendar is configured, metric expiration is calculated only during work hours. For example, a 24-hour SLA does not count nights and weekends if a work calendar is used.