How to Configure Metrics?

Metrics measure operator performance. The platform supports SLA metrics such as TFR (Time to First Response) and TTC (Time to Close). You create metrics and set target values (in seconds) for tracking and reporting.

When You'll Need This

  • You need to create SLA metrics for tickets or dialogues.
  • You need to set target values (e.g. first response within 5 minutes).
  • You need to track operator performance against targets.

What's Important to Know

  • Metric — a measurable indicator (e.g. TFR, TTC).
  • Alias — technical identifier (uppercase Latin letters, numbers, underscores; no spaces).
  • Metric value — target value in seconds (e.g. 300 = 5 minutes).
  • TFR (Time to First Response) — time from dialogue/ticket creation to first operator response.
  • TTC (Time to Close) — time from creation to dialogue/ticket closure.

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Metrics Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Operator Panel Settings" section and expand it.
  3. Click on "Metrics" (/settings-page/metrics).
  4. A page with a list of existing metrics opens.

2. Create New Metric

  1. On the metrics page, click the "Add metric" button.
  2. In the form:
    • Unique identifier (alias) — enter a technical identifier (e.g. TFR, TTC, RESPONSE_TIME). Use uppercase Latin letters, numbers, underscores; no spaces.
    • Description — enter a human-readable description (e.g. "Time to first response").
    • Default value — enter the target value in seconds (e.g. 300 for 5 minutes, 3600 for 1 hour). Format: HH:MM:SS.
  3. Click "Save" to create the metric.

3. Edit Existing Metric

  1. In the list, find the metric and click on it to open the edit form.
  2. Change the identifier, description, or metric value as needed.
  3. Click "Save" to apply changes.

4. Delete Metric

  1. In the list, find the metric.
  2. Use the delete action (if available).
  3. Confirm deletion.

Metric Value Examples

TargetSeconds
1 minute60
5 minutes300
15 minutes900
1 hour3600
24 hours86400

What Happens Next

  • Metrics are used in tickets and dialogues for SLA tracking.
  • Calendars can be used to calculate metric expiration based on work hours.
  • Reports show compliance with metric targets.

How to Verify Everything Worked

  • Create a new metric with a target value.
  • Create a ticket or dialogue and verify the metric is tracked.
  • Check reports for metric compliance.