# 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.

## Related

- [How to configure metrics](/en/settings/how-to/configure-metrics.md)
- [How to configure calendars](/en/settings/how-to/configure-calendars.md)
- [How to configure ticket parameters](/en/settings/how-to/configure-tickets.md)