Overview

Support metrics give you an overview of your support workload, allowing you to analyze trends, identify improvement areas, and understand if you’re working efficiently – both at the team and individual level.

At the top of the dashboard, you'll see the most important stats at a glance:

• New conversations – How many new customer conversations were started

• Resolved conversations – How many have been fully handled and closed

• Median response time (TTFR) – The median response time of your whole team

• Median resolution time (TTR) – The median resolution time of your whole team

• Fibi Agent resolution rate – % of conversations successfully solved by the AI agent

Further down, you’ll find metrics broken down by each individual teammate:

• Conversations assigned – How many conversations they were responsible for

• Conversations resolved – How many were closed out by them

• Median time to first response (TTFR) – How long it typically took them to respond

• Median time to resolution (TTR) – How long it typically took them to resolve an issue

This makes it easy to spot who's handling what, how quickly they’re resolving issues, and where things might be slowing down.

You can change the time period of the data from the top right corner.

Good to know

• All timing metrics are calculated based on your business hours (if you’ve configured them)

  • E.g. If a conversation comes in at 4 AM but your office hours start at 9 AM, and it’s answered at 9:30 AM – the response time is just 30 minutes, not 5.5 hours.

• A conversation counts as resolved when it has been closed from your inbox