How metrics are calculated
The exact definition behind every Analytics metric — what counts, what doesn't, and when.
Every number in Analytics is computed from each conversation's full event history. This page explains the ground rules that apply everywhere, then defines each metric exactly as it's calculated.
Ground rules
Data refreshes every 15 minutes. Metrics are recomputed on a schedule, so what you see can be up to about 15 minutes behind the live inbox.
Spam is excluded. Conversations marked as spam are left out of every metric — except Spam conversations, which counts only them.
Durations are medians, not averages. Every time metric (first response time, resolution time, handle time, …) reports the median, so a handful of outliers can't distort the picture.
Durations respect business hours. If your organization has business hours configured, time metrics count only the time that passes during those hours — a conversation opened Friday evening and answered Monday morning has a short first response time, not a 60-hour one. Without configured business hours, durations are plain clock time.
What counts as a reply. A reply is a customer-facing message sent by a human agent or the AI agent.
Two ways of counting. Most conversation metrics count a conversation in the period it was created. Metrics about things that happen — closes, reopens, replies, messages, handovers, spam marks — count each event in the period it occurred, regardless of when the conversation started. Open conversations is different again: it's a snapshot of what was open at a point in time.
AI outcomes
Several AI metrics rely on a single classification: every conversation the AI took part in has exactly one outcome, decided in this order of precedence.
| Outcome | Meaning |
|---|---|
| Escalated | A human replied or the conversation was assigned to a human. A human stepping in always wins over everything else. |
| Resolved | The conversation reached closed or resolved without a human stepping in. |
| Constrained | The AI is blocked waiting on your team — it asked for input or created a task that nobody has resolved yet. |
| Still automated | The AI is handling the conversation and none of the above applies yet. |
"The AI took part" means the AI agent acted on the conversation in any way — replying, being assigned, or otherwise taking an action.
Volume
| Metric | How it's calculated |
|---|---|
| New conversations | Conversations created during the period. |
| Open conversations | A snapshot: conversations that were open — created, not closed, not snoozed — at the end of the selected range. As a trend line, each point is the count open at that point in time. |
| Closed conversations | Conversations closed during the period, counted at the moment of closing. A conversation closed more than once in the period counts once. |
| New vs closed | The two series above, side by side per period. |
| Reopened conversations | Conversations that went from closed back to open during the period. A conversation reopened several times counts once. |
| Conversations by channel | New conversations, grouped by the channel they arrived on. |
| Spam conversations | Conversations marked as spam during the period. The only metric that counts spam. |
| Messages received | Every message sent by a customer, counted at the moment it was sent. |
Responsiveness
All duration metrics here are medians and respect business hours.
| Metric | How it's calculated |
|---|---|
| First response time | Conversation created → the first reply from anyone, human or AI — whichever came first. |
| AI first response time | Conversation created → the AI's first reply. Only counts conversations where the AI replied before any human. |
| Human first response time | Conversation created → the first human reply. |
| Response time | The median across every customer message → next reply pair, not just the first. Counted at the time of the reply. The heatmap view breaks these pairs down by time period and duration band. |
| Response time after escalation | The moment the AI handed the conversation to a human → the first human reply after that. |
| Resolution time | Conversation created → its final close. |
| Time to first close | Conversation created → its first close. Reopenings don't push this back. |
| Handle time | Hands-on time human agents spent working the conversation, measured from actual viewing time. |
Productivity
| Metric | How it's calculated |
|---|---|
| Replies sent | Every reply from a human or the AI, counted at the moment it was sent. |
| Conversations replied to | Conversations that received at least one reply during the period. |
| One-touch rate | Of closed conversations, the share resolved with exactly one reply (human or AI). |
| Zero-touch rate | Of closed conversations, the share with no human reply at all. |
| Messages per conversation | The median number of messages per conversation — customer, human, and AI messages combined. |
| Reassignments per conversation | The median number of times a conversation changed owner, including AI → human handovers. The initial assignment doesn't count. |
AI performance
| Metric | How it's calculated |
|---|---|
| Involvement rate | The share of all conversations the AI took part in. |
| Resolution rate | Of the conversations the AI took part in, the share whose outcome is Resolved. |
| Automation rate | Of all conversations, the share the AI resolved — took part in and reached a close without a human stepping in. |
| Escalation rate | Of the conversations the AI took part in, the share whose outcome is Escalated. |
| Answer rate | Of the conversations the AI took part in, the share where the AI sent at least one reply. |
| Automated conversations | The number of conversations the AI resolved. |
| Automation by topic | A table with one row per topic: automated conversations, answer rate, resolution rate, automation rate, and Time saved by agents (see AI economics), each broken down by topic. Time saved uses each topic's own median human handle time, so a topic no human has handled yet shows no value. |
| Handovers | Conversations the AI handed to a human during the period, counted at the moment of handover. A conversation handed over more than once counts once. |
| Confirmed vs assumed resolution | AI-resolved conversations split in two: assumed when the close came from the automatic resolver after inactivity, confirmed when it was closed explicitly. |
| AI outcome funnel | A flow diagram over all conversations in the period: new conversations split into those the AI took part in versus those that went straight to a human, then AI-involved ones split by outcome (Closed by AI, Escalated, Constrained, Pending), and escalated ones flow on to Closed by human. |
AI economics
| Metric | How it's calculated |
|---|---|
| Time saved by agents | Automated conversations × the median measured handle time of your human-handled conversations — an estimate of how long the AI's conversations would have taken a person. |
| Cost saved | Automated conversations × the margin between an assumed human cost of €4.50 per conversation and your plan's AI cost per conversation — never below zero. The €4.50 approximates the midpoint of the $3.00–$6.00 industry benchmark for a human-handled interaction, taking the dollar range at roughly parity. |
| Decrease in first response time | How much faster the AI answers than your team: (median human first response time − median AI first response time) ÷ median human first response time, as a percentage. |
| Decrease in resolution time | (Median resolution time of human-handled conversations − median resolution time of AI-resolved conversations) ÷ the median resolution time of human-handled conversations, as a percentage. |
| AI spend | Billed AI conversations in the period × your plan's effective per-conversation rate (the plan price divided by its included conversations — about €0.79 on Starter, €0.70 on Core, €0.60 on Scale). |
Usage & plan
These are point-in-time gauges over your current billing period — they ignore the selected date range.
| Metric | How it's calculated |
|---|---|
| AI conversations used | AI conversations consumed so far in the current billing period. |
| Percent of plan used | Used ÷ included in your plan × 100. The gauge shows an Overage state past 100%. Blank on a plan with no fixed allowance. |
| Overage cost | Conversations used beyond your plan's allowance × €1 each. Zero while you're within the allowance. |
Quality
| Metric | How it's calculated |
|---|---|
| Sentiment distribution | Conversations grouped by their detected sentiment. |
| Sentiment over time | Sentiment-classified conversations per period, split by sentiment. |
| Negative-sentiment conversations | Conversations whose detected sentiment is negative. |
| CSAT score, CSAT response rate, CSAT distribution, CSAT: AI vs human, CX score | Coming soon — these light up once CSAT surveys ship. |
Topics & tags
| Metric | How it's calculated |
|---|---|
| Conversations by topic | Conversations grouped by topic. A conversation with several topics counts under each of them. |
| Topic trend | New conversations per period, split by topic. |
| Emerging topics | Each topic's volume change versus the immediately preceding period of the same length, as a percentage. Shows the 10 largest changes; a topic with no prior volume is marked New instead of a percentage. |
| Top tags | The 10 most-used tags in the period — AI-applied and manually applied pooled together — each with its previous-period count for comparison. |
| Priority distribution | Conversations grouped by priority. |
| Language distribution | Conversations grouped by detected language. |
| Tag volume (% of units sold) | Coming soon — requires order data. |
Agents
Per-agent metrics group by the person (or AI agent) involved. Spam conversations never count as agent work.
| Metric | How it's calculated |
|---|---|
| Agent performance | A table with one row per agent and six columns: conversations assigned and conversations closed (defined below), first response time (conversation created → that agent's first reply, as a median — anchored at creation, so it reflects how fast customers heard from them regardless of when they were assigned), resolution time (the median resolution time of the conversations the agent closed), one-touch rate (of the conversations the agent closed, the share resolved in a single reply), and replies sent (the total number of replies the agent sent). |
| Conversations assigned per agent | Conversations in the period in which the agent was assigned. |
| Conversations closed per agent | Conversations whose final close was made by the agent. |
| Replies & closed per active time | A table with, per agent, their replies sent and their conversations closed, each divided by their hours of Active time in the period. |
| Active time | The agent's total tracked time actively viewing conversations during the period, clipped to the selected range. Time while a conversation was snoozed doesn't count. This is the same tracked activity behind handle time, but summed per agent. |
Revenue & Conversion
All revenue metrics — Revenue influenced, Conversion rate, Orders influenced, Attributed AOV, Revenue per conversation, Revenue by channel, and Conversion funnel — are coming soon. They require order attribution and will light up once it's configured.