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
- You create a metric with an alias (e.g.
TFR,TTC) and a target value in seconds. - The system tracks actual time for each dialogue/ticket.
- 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.