Insights
Insights metric definitions
Exactly how each team and personal Insights number is calculated.
6 min read
Reading the numbers
- Time metrics show the median and p90
- A metric is hidden below 5 samples and marked low-confidence below 30
- Personal view shows only your own tickets; team view is for the org
- Insights is rolling out now
Customer
- CSAT: good ÷ (good + bad), among answered surveys
- Survey response rate: answered ÷ offered
Speed
- First response time: business-hours minutes from creation to the first public reply
- Resolution time: creation to final solve
- Backlog aging: open tickets bucketed by age at the end of the period
Quality
- First contact resolution (FCR): solved with at most one public reply and never reopened
- Reopen rate: solved tickets reopened at least once ÷ solved tickets
- Escalation rate: tickets with a linked bug or escalation tag ÷ tickets created
- SLA breach rate: breached ÷ tickets that have an SLA policy (tickets without a policy are excluded)
AI impact
- First response acceptance: AI drafts posted (as-is or edited) ÷ drafts offered
- Edit rate: posted drafts that were edited first ÷ posted drafts
- Déjà vu hit rate: tickets where a déjà vu match was shown and used ÷ tickets where one was shown
- KB reuse: solved tickets that used a KB article ÷ solved tickets