How we calculate metrics
This page explains the rules that sit underneath every number in your Analytics dashboard — how time periods work, how a ticket gets counted, why your historical reports stay stable, and how we handle the tricky cases (reopens, automated replies, AI replies etc.).
Each individual page (Overall performance, Team performance, and so on) gives you the exact definition of its metrics. This page is the shared foundation they all build on.
The one rule that explains everything
Analytics is always calculated for the date period you select.
You choose a date range using the picker at the top right of each page. By default it's the last 7 days, and you can go back as far as one year (365 days) in a single view.
A ticket, message, or event is included in a report only if the event that the metric measures happened inside that date range. That's the whole model. The subtlety — and the reason two metrics can disagree about the "same" ticket — is that different metrics watch for different events. We call this the anchor event.
Tickets created
the ticket was created during the period
Tickets replied
the ticket received at least one agent reply during the period
Messages sent
each message was sent during the period (this counts messages, not tickets)
First response time
the first agent reply happened during the period
Resolution time
the ticket was closed (its final closure) during the period
Closed / Resolved tickets
the ticket was closed during the period and is still closed at period end
Open tickets
the ticket is still open at the end of the period
One-touch tickets
the ticket was closed during the period
So a single ticket can appear in one metric's count and be absent from another's, depending on which of its events fall inside your selected dates. The worked example at the bottom of this page shows exactly how that plays out.
Your past reports never change
This is the most important consequence of period-based counting, and the reason you can trust week-over-week comparisons:
Once a period has passed, its numbers are locked. Anything that happens after the period does not rewrite it.
A few examples of what that means in practice:
A ticket was closed on Friday. It gets reopened the following Monday. In last week's report, it still counts as closed — Monday's reopen belongs to this week, not last.
You remove a label from a ticket after the period ends. The ticket still counts under that label for the period it carried it.
You reassign a ticket to a different agent next week. For the closed period, the ticket stays with whoever was the assignee at period end.
A ticket is later marked as spam. If it was active during the period, it's still counted for that period.
The payoff: a number you read today for "last month" will read exactly the same in six months. Nothing drifts.
What's counted and what's ignored
Always excluded from analytics:
Spam tickets
Internal notes. Notes between teammates are never counted as replies or as messages sent — these metrics only measure messages your customer actually receives.
Automated and AI replies:
Auto-acknowledgements (e.g. an automatic "Thanks, we've received your message") are ignored for First response time. That metric is designed to measure how long a customer waits for a meaningful answer, not a receipt.
AI Agent replies that actually answer or resolve the customer's question do count as a response and a resolution.
Time-based metrics: do we count nights and weekends?
By default, time-based metrics (First response time, Resolution time) measure elapsed clock time — including nights, weekends, and holidays. If a customer messages at 9pm and you reply when you open at 9am, that's recorded as a 12-hour first response, even though no one was working overnight.
Reopens and multi-issue tickets
Reopened within the period: if a ticket is closed and then reopened before the period ends, it counts as open at period end, not closed.
Closed more than once in a period: counted once as closed.
Resolution time on a reopened ticket: measured from the first customer message to the final closure, no matter how many times it was opened and closed in between.
Multiple issues in one ticket: resolution time still runs from the first customer message to the final closure, regardless of how many separate questions were raised.
Time zone
All dates and periods are calculated in your workspace time zone.
How fresh is the data?
Period-based pages (Overall, Team, Sales, Label usage, Ticket fields) update every few hours, so a change you make is reflected within a 2 hour period.
The Live page is a real-time snapshot that auto-refreshes every 30 seconds — see Live.
A full worked example
Let's follow one WhatsApp ticket through its life and see which metrics pick it up. All times are ICT.
The ticket:
Mon 1 Jun, 09:00
Customer (Contact) messages the store on WhatsApp
Mon 1 Jun, 09:00
Auto-acknowledgement sent automatically
Mon 1 Jun, 09:25
Agent Tom sends the first real reply
Mon 1 Jun – Tue 2 Jun
A few messages back and forth
Tue 2 Jun, 14:00
Tom closes the ticket — resolved
If your selected period is 1–7 June, this ticket contributes:
Tickets created: +1 (created Monday)
First response time: 25 minutes — measured 09:00 → 09:25. The 09:00 auto-acknowledgement is ignored; we count the time to Tom's meaningful reply.
Tickets replied: +1
Messages sent: +1 for each message Tom sent in the period
Resolution time: 29 hours — from the first customer message (Mon 09:00) to final closure (Tue 14:00). This is elapsed time, so it includes Monday night.
Closed tickets: +1
One-touch: No — Tom sent more than one message. (A one-touch ticket is closed with exactly one agent reply.)
Now change only the period — say you select just Tuesday 2 June:
Closed tickets: +1 and Resolution time: counted — the ticket was closed on Tuesday, so Tuesday's report claims it.
Tickets created and First response time: not counted — those events happened on Monday, which is outside this period.
Same ticket, different period, different numbers — because each metric is anchored to a different event. That's the model in a nutshell.
Last updated