---
title: "How to read duration and reaction metrics on the Appeals tab"
description: "Duration indicators and Reaction time sections in native statistics: what each KPI means and how connection time differs from first reply."
---

# How to read duration and reaction metrics on the Appeals tab

When you need to assess how fast appeals are handled over a week or month — and understand why **average reaction time** sometimes looks unrealistically high — open the **Appeals** tab in native statistics and scroll to **Duration indicators** and **Reaction time**.

## When to use this

- You need an SLA view: how fast operators reply after joining a dialogue.
- **Average operator reaction time** for the period looks unrealistic (hours or days).
- You want to see how long queue waits or operator transfers affect reporting.
- You compare workload: dialogue duration, queue time, closures by inactivity.

## What to know

The **Reaction time** block has three different KPIs — do not mix them:

| UI label | Meaning | When to use |
|----------|---------|-------------|
| **Average operator reaction time** | Average time **until the operator joins** the dialogue | Historical parity with Metabase reports; queue impact |
| **Average first reaction time** | Average time from **join** to the operator’s **first reply** | SLA for “first response after taking the chat” |
| **Dialogs with reaction time anomaly (>1 day)** | Count of dialogues where time until join exceeded 1 day | Spot outliers that pull the average up |

**Duration indicators** block:

| KPI | Summary |
|-----|---------|
| **Average dialogue duration** | Average operator time in one dialogue |
| **Total dialogue duration** | Sum of all dialogue time in the period |
| **Time in queue** | How long clients waited in queue before an operator joined |
| **Closed by inactivity** | Dialogues closed automatically by timeout |

## Before you start

- [x] You are signed in as supervisor, analyst, or administrator.
- [x] Native statistics is enabled (**Statistics** → **Main statistics**).
- [x] You have set the date range and filters (channel, subject, operator, etc.).

## Steps

1. Open **Menu → Statistics**.
2. Go to **Main statistics**.
3. Select the **Appeals** dashboard tab.
4. Set **Date** and other filters, then click **Apply filters**.
5. Scroll to **Duration indicators** — review the four duration KPIs in one row.
6. Below — **Reaction time**: compare **average operator reaction time** and **average first reaction time**.
7. If connection time is high, check **dialogs with anomaly (>1 day)** — a large count means outliers in queue or long-lived tickets.
8. For volume, see **Quantity indicators** (incoming / outgoing dialogues).

## Typical scenario

**Symptom:** monthly **average operator reaction time** is several hours, but **average first reaction time** is a few minutes.

**Conclusion:** operators reply quickly after joining; the high average reflects **queue wait** or time until assignment, not reply speed.

**Next steps:** review **time in queue**, staffing, routing, and skill groups; use the anomaly counter to gauge outlier volume.

## Related

- [Statistics metrics reference](/en/statistics/reference/statistics-metrics.md)
- [View dashboards](/en/statistics/how-to/view-dashboards.md)
- [View quality tab summary](/en/statistics/how-to/view-quality-tab-summary.md)