Reporting metrics & attributes

Look up every Featurebase Reports metric and attribute, including definitions, timestamps, aggregations, available uses, and datasets.

Written By Markus from Featurebase

Last updated 3 days ago

Overview

Every chart in Reports combines:

A metric - what is measured (e.g. New conversations or First response time)
An aggregation - how the metric is calculated (e.g. Count, Average, or Median)
Filters - which records are included (e.g. only conversations from Emails)
Breakdown (optional) - how the result is grouped (e.g. by channel, team, or teammate)

Example: You could select First response time as the metric, Median as the aggregation, filter to the Support team, and set View by to Teammate. This is the example above.

Attributes are the properties used for those filters and breakdowns, such as Channel, Teammate, Conversation tag, or Company plan. They can also appear as columns when you drill into or export the records behind a chart.

This article defines every metric and attribute. To check what a specific chart measures, select the information icon next to its title. The information card shows:

Description - what the metric measures
Timestamp - which event determines the reporting period
Aggregation - how the values are summarized
Office hours - whether the metric uses all hours or only office hours
Filters - which rows are included

The same descriptions appear in the Metrics picker, where metrics are grouped by reporting dataset.

How conversations are counted

The New conversations metric is available in two variants, which you choose from the Metrics picker:

Conversation created at - counts every conversation when it is created, including conversations with no customer reply.
Conversation started at - counts a conversation when its first customer message is received (conversations with no customer reply are not included).

For example, if an Outbound message creates a conversation on Monday and the customer replies on Tuesday, Conversation created at counts it on Monday, while Conversation started at counts it on Tuesday. If the customer never replies, only the created-at variant counts it.

Other metrics only include conversations where the event they measure actually happened. A conversation with no visible teammate reply has no first response time, and a conversation never closed by a teammate has no time to close. Each rate definition below states which conversations it uses.

Tip: Use ‘Has customer reply’ and ‘Conversation origin’ in the Conversations dataset to filter or break down these populations.

Metrics

Metrics are grouped by reporting datasets - underlying tables where each row represents a specific type of record (e.g. conversation, action or rating). A metric’s dataset determines what each underlying row represents and which attributes and drill-in columns are available.

Each table below shows:

Timestamp - the event that determines when the metric is counted, such as when a conversation was created, a reply was sent, or a ticket was resolved
Aggregations - the ways the metric can be summarized. The chart builder only shows aggregations supported by the selected metric. Custom report chart types and options article explains each option.

Duration metrics use All hours by default. Metrics that support ‘Within office hours’ can count only time within the applicable office hours.

Conversations

One row per conversation. Most metrics use Conversation started at, so later replies, closes, and outcomes can update the period in which the conversation began. Variants using another timestamp are identified below.

Metric	Timestamp	Aggregations	Definition
New conversations	Conversation created at	Count	Every conversation created in the period, including conversations with no customer reply
New conversations	Conversation started at	Count	Inbound and outbound conversations whose first customer message was received in the period
Tagged conversations	Conversation started at	Count	Conversations that currently have at least one tag; applying or removing a tag updates the period when the conversation started
Conversations with no reply	Conversation started at	Count	Customer-started conversations that were closed without any reply from a teammate, Fibi AI Agent, or a Workflow
Conversations reassigned	Conversation started at	Count	Unique conversations reassigned after a teammate had replied; routing and triage handoffs before the first reply do not count

Note: In the Overview template, the conversation flow uses a separate New conversations variant that breaks the same volume into Fibi handled without a teammate reply, Workflows, teammate, and no-reply paths.

Response and resolution speed

All of these metrics support Within office hours.

Note: These variants differ in whether time in the Bot inbox counts. Including bot measures the full duration from conversation start. Excluding bot starts when the conversation permanently leaves the Bot inbox for teammate handling, or at conversation start if it never entered the Bot inbox.

Metric	Timestamp	Aggregations	Definition
First response time (started, including bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from conversation start to the first visible teammate reply, including time in the Bot inbox
First response time (started, excluding bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from when the conversation permanently leaves the Bot inbox to the first visible teammate reply, or from conversation start if it never entered the Bot inbox
First response time (first replied, including bot)	Conversation first replied at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	The same duration as the including-bot started variant, bucketed by when the first visible teammate reply was sent
First response time (first replied, excluding bot)	Conversation first replied at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	The same duration as the excluding-bot started variant, bucketed by when the first visible teammate reply was sent
Time to close (including bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from conversation start to the last teammate close, including time in the Bot inbox; conversations never closed by a teammate are excluded
Time to close (excluding bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from when the conversation permanently leaves the Bot inbox to the last teammate close, or from conversation start if it never entered the Bot inbox; conversations never closed by a teammate are excluded
Time to first close (including bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from conversation start to the first teammate close, including time in the Bot inbox; conversations never closed by a teammate are excluded
Time to first close (excluding bot)	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from when the conversation permanently leaves the Bot inbox to the first teammate close, or from conversation start if it never entered the Bot inbox; conversations never closed by a teammate are excluded
Time to first assignment	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from conversation start to the last assignment before the first visible teammate reply
Time from first assignment to close	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from the last assignment before the first visible teammate reply to the last teammate close

Handling time

Metric	Timestamp	Aggregations	Definition
Conversation handling time	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Total time all teammates spent handling a conversation while it was open and assigned to them, excluding time in the Bot inbox, unassigned in a team inbox, snoozed, or closed; counted once the conversation closes
Adjusted conversation handling time	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Total time all teammates actively spent working on a conversation, excluding idle time before work resumed after the conversation was assigned, unsnoozed, or reopened; counted once the conversation closes

Resolution quality

Metric	Timestamp	Aggregations	Definition
Closed conversations on first contact rate	Conversation started at	Value	The percentage of conversations closed on first contact by a teammate, meaning closed with a single grouped teammate reply
Reopen rate	Conversation started at	Value	The percentage of closed conversations that were later reopened
Replies to close	Conversation started at	Average, Median, Minimum, Maximum, Value, Sum, Range	Grouped teammate replies needed to close a conversation, across closed conversations with at least one teammate reply; consecutive replies without a customer message count as one
Teammate replies per conversation	Conversation started at	Average	The average number of teammate replies per conversation, including conversations with zero replies
Customer replies per conversation	Conversation started at	Average	The average number of customer replies per conversation, including conversations with zero replies
Reassignments per conversation	Conversation started at	Average	The average number of reassignments per conversation, including conversations that were never reassigned

Fibi AI Agent outcomes

Metric	Timestamp	Aggregations	Definition
Fibi involved conversations	Conversation started at	Count	Conversations where Fibi participated
Fibi involvement rate	Conversation started at	Value	The percentage of reportable conversations where Fibi participated
Fibi deflection rate	Conversation started at	Value	The percentage of Fibi-handled conversations that currently end without human involvement; a reopened conversation stops counting as deflected if a teammate steps in
Fibi resolution rate	Conversation started at	Value	The percentage of Fibi-involved conversations that reached the resolved state, including assumed and customer-confirmed resolutions
Fibi answer rate	Conversation started at	Value	The percentage of Fibi-involved conversations where Fibi generated at least one answer
Fibi escalation rate	Conversation started at	Value	The percentage of Fibi-involved conversations that required human escalation
Fibi pending rate	Conversation started at	Value	The percentage of Fibi-involved conversations still waiting on a final resolution state
Fibi assumed resolution rate	Conversation started at	Value	The percentage of Fibi-involved conversations resolved without explicit customer confirmation; these also count toward Fibi resolution rate
Fibi confirmed resolution rate	Conversation started at	Value	The percentage of Fibi-involved conversations where the customer explicitly confirmed the resolution; these also count toward Fibi resolution rate
Fibi resolution time	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from conversation start to Fibi's resolution, for conversations resolved by Fibi alone; always measures calendar time

Break these metrics down by Fibi answer type to compare answer types or Fibi handoff reason to see what triggered a handoff.

Conversation State

One row per conversation state period, so Reports can count how many conversations sat in a state historically.

Metric	Timestamp	Aggregations	Definition
Open conversations	Conversation state started at	Count	How many conversations were open during each period
Snoozed conversations	Conversation state started at	Count	How many conversations were snoozed during each period
Closed conversations by teammates	Action time	Count	Unique conversations closed by a teammate during the period

Conversation Rating

One row per CSAT lifecycle event, such as a request, response, cancellation, or expiry. Rating counts and CSAT request rate use Conversation rated at, while CSAT response rate uses Conversation started at.

Metric	Timestamp	Aggregations	Definition
Conversation ratings	Conversation rated at	Count	Submitted ratings, one per CSAT request; editing a rating updates that request instead of adding another rating
Positive ratings	Conversation rated at	Count	Submitted Great or Amazing ratings, with scores of 4 or 5
CSAT score	Conversation rated at	Value	The percentage of all submitted ratings that are Great or Amazing, with scores of 4 or 5
CSAT request rate	Conversation rated at	Value	The percentage of new conversations where the customer sent a message that received at least one CSAT survey request
CSAT response rate	Conversation started at	Value	The percentage of new conversations where the customer sent a message in which at least one rating request was responded to, including conversations with no rating request sent
Fibi AI Agent CSAT score	Conversation rated at	Value	The percentage of Fibi ratings that are Great or Amazing, with scores of 4 or 5

Copilot

One row per Copilot prompt, bucketed by Copilot prompt submitted at.

Metric	Timestamp	Aggregations	Definition
Teammates using Copilot	Copilot prompt submitted at	Count	Unique teammates who used Copilot during the period
Copilot questions	Copilot prompt submitted at	Count	Prompts teammates submitted to Copilot; when grouped by source, a prompt counts under every source its answer referenced
Copilot assisted conversations	Copilot prompt submitted at	Count	Unique conversations with at least one Copilot interaction
Copilot conversation assistance rate	Copilot prompt submitted at	Value	The percentage of reportable conversations assisted by Copilot
Copilot copied answer rate	Copilot prompt submitted at	Value	The percentage of Copilot-assisted conversations where an answer was copied, inserted, or sent
Copilot conversations with copied answer	Copilot prompt submitted at	Count	Unique conversations where a Copilot answer was used
Copilot time saved estimate	Copilot prompt submitted at	Average, Median, Minimum, Maximum, Value, Sum, Range	Estimated time saved for each Copilot prompt; several prompts in one conversation contribute separately

Conversation Actions

One row per reply, note, assignment, close, or reopen. Metrics use Action time, so events count when they happen, even if the conversation started earlier.

Metric	Timestamp	Aggregations	Definition
Closed conversations	Action time	Count	Close events on conversations; a conversation that is closed, reopened, and closed again counts twice
Reopened conversations	Action time	Count	Unique conversations reopened after a prior close
Conversations replied to	Action time	Count	Unique conversations that received at least one visible teammate reply during the period
Replies sent	Action time	Count	Visible teammate replies sent during the period
Response time (started at)	Reply interval started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Each customer-to-teammate response interval; supports Within office hours
Response time (reply sent at)	Reply interval replied at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Each customer-to-teammate response interval, bucketed by when the reply was sent; supports Within office hours
Conversations assigned	Action time	Count	Unique conversations assigned during the period
Conversations participated	Action time	Count	Unique conversations where a teammate replied or left a note
Notes created	Action time	Count	Internal notes created
Mentions	Action time	Count	Individual teammate mentions in replies or notes; a message that mentions several teammates counts once for each teammate

Teammate Handling

One row per teammate handling period. This dataset contains teammate-level handling metrics and per-active-hour productivity metrics.

Metric	Timestamp	Aggregations	Definition
Teammate handling time	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time a teammate spent handling a conversation while it was open and assigned to them, excluding time in the Bot inbox, unassigned in a team inbox, snoozed, or closed; supports Within office hours
Adjusted teammate handling time	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Presence-based time a teammate actively spent working on a conversation; pauses when they switch conversations, snooze, close, reassign, or become automatically away, independently of any office-hours schedule
Adjusted teammate handling time, within office hours	Conversation started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	The same presence-based active intervals, clipped to the teammate, team, or workspace schedule resolved for the metric

Note: Adjusted handling time is calculated separately for each teammate after reassignment. The base metric remains presence-based whether or not office hours are configured - only the explicit ‘Within office hours’ variant removes active intervals outside the resolved schedule.

When no idle time is detected, adjusted handling time equals regular teammate handling time. Teammate Performance reporting explains how the handling clock works.

Per-active-hour productivity

Metric	Timestamp	Aggregations	Definition
Conversations closed per active hour	Handling started at	Value	Unique conversations closed by a teammate divided by that teammate's active time
Conversations assigned per active hour	Handling started at	Value	Unique conversations assigned to a teammate divided by that teammate's active time
Conversations replied to per active hour	Handling started at	Value	Unique conversations replied to divided by teammate active time
Conversations participated per active hour	Handling started at	Value	Unique conversations where a teammate replied or left a note, divided by that teammate's active time
Teammate replies sent per active hour	Handling started at	Value	Visible teammate replies divided by teammate active time

Note: The office-hours toggle does not apply to per-active-hour metrics. Teammate Performance reporting explains how to use them and how active time is measured.

Teammate Status Period

One row per teammate availability period, bucketed by Period started at. Use the three status metrics to compare time active, away, and away and reassigning. Each row also records Teammate status, Period ended at, the teammate, and an Away reason when one applies.

Metric	Timestamp	Aggregations	Definition
Teammate time active	Period started at	Sum	The total time teammates spent in an active status; this is the active time the per-active-hour metrics divide by
Teammate time away	Period started at	Sum	The total time teammates spent in an away status
Teammate time away & reassign	Period started at	Sum	The total time teammates spent in an away and reassigning status

SLA

One row per applied SLA target and one row per target evaluation. SLA metrics do not have an office-hours toggle - they use the timing defined by the SLA policy.

Metric	Timestamp	Aggregations	Definition
SLAs applied	SLA started at	Count	Times an SLA policy was applied to a conversation or ticket; each enabled target is evaluated separately
SLAs hit	SLA started at	Count	Target evaluations that hit their target, bucketed by when the evaluation window started
SLAs missed	SLA started at	Count	Target evaluations that missed their target, bucketed by when the evaluation window started
SLAs missed	SLA missed at	Count	The same missed target evaluations, bucketed by when the miss happened
SLA hit rate	SLA started at	Value	The percentage of evaluations that hit their target, bucketed by when the evaluation window started
SLA miss rate	SLA started at	Value	The percentage of evaluations that missed their target, bucketed by when the evaluation window started
Conversations and tickets with SLA	SLA started at	Count	Unique conversations and tickets with at least one SLA applied
Conversations and tickets with missed SLA	SLA started at	Count	Unique conversations and tickets with at least one missed target, bucketed by when the SLA started
Conversations and tickets SLA miss rate	SLA started at	Value	The percentage of conversations and tickets with an SLA that later breached at least one target, bucketed by when the SLA started
Time to response after SLA miss	SLA started at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from when an SLA was missed until the conversation or ticket received a teammate reply

Tickets

One row per ticket.

Metric	Timestamp	Aggregations	Definition
New tickets	Ticket created at	Count	Tickets created during the period
Resolved tickets	Ticket last resolved at	Count	Tickets whose most recent resolved transition fell inside the period; a ticket resolved, reopened, and resolved again counts in the period of the latest resolution
Ticket time to resolve	Ticket last resolved at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Time from ticket creation to its latest resolved timestamp; unresolved tickets do not contribute, reopened tickets use their latest resolution, and Within office hours is supported

Tickets time in state

One row per ticket state interval, bucketed by Ticket state entered at. The Tickets report uses this data to compare resolution time and time spent in each state.

Metric	Timestamp	Aggregations	Definition
Ticket time in state	Ticket state entered at	Average, Median, Minimum, Maximum, Percentile, Sum, Range	Duration of each ticket state interval; the current interval keeps growing until the ticket leaves that state, and calendar time is always used. Group by Ticket custom state for your own state names or Ticket state category to compare setups

Attributes

Use attributes to:

Filter charts and reports
Break down results with View by and Segment by
Choose columns in drill-in tables and exports

The tables follow the picker categories. ‘Uses’ shows whether an attribute can be used as a filter, a breakdown, or only as a drill-in and export column. Exact options can still depend on the metric and dataset, so the pickers only show combinations that apply.

Attribute values can be historical snapshots, current-state values, or action-anchored values. Customer, company, and custom attributes preserve the value captured for the historical reporting row. Conversation properties such as Conversation tag, Priority, and Conversation state reflect their latest values. Action-anchored attributes preserve what was true when an event happened, such as who sent the first reply or which team owned a conversation at close. Teammate filters in reports explains teammate and team attribution.

The Datasets column lists every dataset where each attribute is available. When an attribute and metric share a name, the attribute filters row-level values while the metric charts the aggregate.

Conversation attributes

Attribute	Definition	Uses	Datasets
Conversation ID	The unique conversation identifier used across reporting datasets	Filter only	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Title	The conversation's current title	Filter only	Conversations, Conversation State, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Conversation state	The conversation's current state on most datasets; on Conversation State, the state recorded for that historical period: open, snoozed, or closed	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Previous conversation state	The state a conversation was in before a state period	Filter and breakdown	Conversation State
Channel	The grouped channel behind the conversation: Chat, Email, Slack, or Unknown	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Conversation source	The raw source behind the channel, splitting chat into desktop, Android, and iOS	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Source URL	The page URL the conversation started from, when available	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Conversation URL	The Inbox URL for the conversation, shown as a drill-in and export column	Drill-in/export only	Conversations
Brand	The brand associated with the conversation	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Conversation tag	The tags currently applied to the conversation; multi-value, so a breakdown counts a conversation once per tag	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Priority	Whether the conversation is currently marked as priority	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Conversation initiator type	The actor type that started the conversation: a teammate, customer, guest, integration, Fibi AI Agent or Workflow, lead, or team	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Conversation origin	Where the conversation originated, separating customer-started conversations from ones your team or an Outbound message started	Filter and breakdown	Conversations
Has customer reply	Whether the customer sent at least one message, separating engaged conversations from Outbound and Workflow conversations nobody replied to	Filter and breakdown	Conversations
Current assignee type	Whether the conversation or ticket is currently assigned to a teammate, a team, or no assignee	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Workflows replied	Whether the conversation received a reply from Workflows before or without a teammate reply	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Close actor type	The actor type that most recently closed the conversation, for example a teammate, the customer, Workflows, Fibi, or the system	Filter and breakdown	Conversations, Conversation State, Conversation Actions
Reopen actor type	The actor type that reopened the conversation	Filter and breakdown	Conversations, Conversation State, Conversation Actions
Handoff source	What handed the conversation to your team: Fibi, Workflows, or a teammate	Filter and breakdown	Conversations, Conversation Actions
Handoff reason	The reason recorded when a conversation was handed to a human teammate	Filter and breakdown	Conversations, Conversation Actions
Action ID	The identifier of the individual action row behind a per-event metric	Filter only	Conversation Actions
Action type	The kind of action a row represents: Reply, Change conversation state, Assign conversation, Create note, Mention teammate, or Conversation participation	Filter and breakdown	Conversation Actions

Counts

Use these attributes to filter populations, such as conversations with more than five teammate replies.

Attribute	Definition	Uses	Datasets
Assignment count	The total number of assignment events on the conversation	Filter only	Conversations
Reassignment count	The total number of reassignment events on the conversation	Filter only	Conversations
Replies to close count	The grouped teammate reply count used by the effectiveness metrics	Filter only	Conversations, Conversation Actions
Customer replies count	The total number of customer replies on the conversation	Filter only	Conversations, Conversation Actions
Teammate replies count	The total number of visible teammate replies on the conversation	Filter only	Conversations, Conversation Actions

Durations

Filter rows by recorded durations. Office-hours variants contain values adjusted to count only the workspace, team, or teammate schedule resolved for that metric.

Attribute	Definition	Uses	Datasets
First response time and First response time in office hours	From conversation start to the first visible teammate response	Filter only	Conversations
Response time and Response time in office hours	From a customer reply to the teammate response that answered it	Filter only	Conversation Actions
Handling time	The total teammate handling time recorded for a conversation or handling period	Filter only	Conversations, Conversation State, Teammate Handling
Time to first assignment	From conversation start to the last assignment before the first visible teammate reply	Filter only	Conversations, Conversation Actions
Time to first assignment in office hours	From conversation start to the last assignment before the first visible teammate reply, counting only workspace office hours	Filter only	Conversations
Time from first assignment to close	From the last assignment before the first visible teammate reply to the last teammate close	Filter only	Conversations, Conversation Actions
Time from first assignment to close in office hours	From the last assignment before the first visible teammate reply to the last teammate close, counting only workspace office hours	Filter only	Conversations
Assignment before first reply and Assignment before first reply in office hours	From conversation start to the last assignment before the first teammate reply	Filter only	Conversations
Time to close	From conversation start to the last teammate close; empty when no teammate closed the conversation	Filter only	Conversations, Conversation State
Time to close in office hours	From conversation start to the last teammate close, counting only workspace office hours; empty when no teammate closed the conversation	Filter only	Conversations
Time to first close	From conversation start to the first teammate close; empty when no teammate closed the conversation	Filter only	Conversations, Conversation State
Team assignment to first response	From assignment to a team inbox until the first teammate response	Filter only	Conversation Actions
Team assignment to subsequent response	From each later customer message to the next teammate response while assigned to the team inbox	Filter only	Conversation Actions
Team assignment to close	From assignment to a team inbox until a teammate closes the conversation while that team is responsible	Filter only	Conversation Actions
Teammate assignment to first response	From assignment to a teammate until they send the first response	Filter only	Conversation Actions
Teammate assignment to subsequent response	From each later customer message to the teammate's next response after the first response; does not require the conversation to be assigned to that teammate	Filter only	Conversation Actions
Teammate assignment to close	From assignment to a teammate until that teammate first closes the conversation	Filter only	Conversation Actions, Teammate Handling

Note: Despite their customer-facing names, Time to first assignment, Time from first assignment to close, and Assignment before first reply use the last assignment before the first visible teammate reply. This prevents assignments that happened before a later pre-reply reassignment from inflating the teammate's response and close durations.

Duration buckets

Preset ranges used by breakdown charts in the Responsiveness template.

Attribute	Definition	Uses	Datasets
First response time interval	Preset ranges from under 30 seconds to over an hour	Filter and breakdown	Conversations
Time to close interval	Preset ranges from under 5 minutes to over 8 hours	Filter and breakdown	Conversations

Ticket attributes

These attributes are available in Tickets and Tickets time in state. Ticket type, Ticket category, and current ticket state attributes also appear on conversation rows linked to a ticket.

Attribute	Definition	Uses	Datasets
Ticket ID	The unique ticket identifier	Filter only	Tickets, Tickets time in state
Ticket number	The sequential ticket number visible in your workspace	Filter only	Tickets, Tickets time in state
Ticket title	The ticket's current title	Filter only	Tickets, Tickets time in state
Ticket type	The ticket's type, as configured in your workspace	Filter and breakdown	Conversations, Conversation Actions, SLA, Tickets, Tickets time in state
Ticket category	Whether the ticket is a Customer ticket, Back-office ticket, or Tracker ticket	Filter and breakdown	Conversations, Conversation State, Conversation Actions, Tickets, Tickets time in state
Ticket custom state	The custom state a ticket was in during a time-in-state interval	Filter and breakdown	Tickets time in state
Ticket state ID	The underlying state identifier behind a time-in-state interval	Filter only	Tickets time in state
Ticket state category	The state category a historical interval belongs to: Submitted, In progress, Waiting on customer, Resolved, Canceled, Reviewing, or Unknown	Filter and breakdown	Tickets time in state
Current ticket custom state	The custom state the ticket is in right now	Filter and breakdown	Conversations, Conversation Actions, SLA, Tickets, Tickets time in state
Current ticket state category	The state category the ticket is in right now	Filter and breakdown	Conversations, Conversation Actions, SLA, Tickets, Tickets time in state
Current state interval	Whether a time-in-state row is the ticket's current, still-running interval	Filter and breakdown	Tickets time in state
Shared with customer	Whether the ticket is visible to the customer	Filter and breakdown	Tickets, Tickets time in state
Ticket URL	The URL used to open the ticket, shown as a drill-in and export column	Drill-in/export only	Tickets, Tickets time in state
Ticket created by	The display name of whoever created the ticket	Filter and breakdown	Tickets, Tickets time in state
Ticket created by ID	The identifier of the ticket's creator	Filter only	Tickets, Tickets time in state
Ticket created by type	The actor type that created the ticket: a teammate, customer, guest, integration, Fibi AI Agent, or Workflow	Filter and breakdown	Tickets, Tickets time in state
Ticket time to resolve	The raw resolution duration recorded on the ticket	Filter only	Tickets
Ticket time to resolve in office hours	The resolution duration adjusted to count only workspace office hours	Filter only	Tickets
Ticket time in state	The duration of a single state interval	Filter only	Tickets time in state

Timestamp attributes

Timestamps record when things happened. Metrics bucket by them, drill-in shows them as columns, and some can be filtered with before, after, and between comparisons.

Attribute	Definition	Uses	Datasets
Conversation started at	The first end-user or customer message on the conversation	Drill-in/export only	Conversations, Conversation State, Conversation Actions
Conversation created at	When the conversation was created, whether or not a customer ever replied; the timestamp the created-at New conversations count buckets by	Drill-in/export only	Conversations
Conversation first replied at	The first visible human teammate reply	Drill-in/export only	Conversations
Conversation last replied at	The latest visible human teammate reply	Filter only	Conversations
Conversation first assigned at	The first assignment event on the conversation	Filter only	Conversations
Conversation last assigned at	The latest assignment event on the conversation	Filter only	Conversations
Last assignment before first reply at	The latest assignment before the first teammate reply	Filter only	Conversations
Conversation first closed at	When the conversation was first closed	Drill-in/export only	Conversations, Conversation State
Conversation last closed at	When the conversation was most recently closed	Drill-in/export only	Conversations, Conversation State
Action time	When a reply, note, assignment, reopen, or close action happened	Drill-in/export only	Conversation State, Conversation Actions
Conversation rated at	When a conversation rating was submitted	Drill-in/export only	Conversations, Conversation Rating
Rating requested at	When a CSAT request was delivered to the customer	Drill-in/export only	Conversations, Conversation Rating
Rating cancelled at	When a CSAT request was canceled or expired without a response	Drill-in/export only	Conversation Rating
Conversation state started at and Conversation state ended at	When a conversation state period began and ended	Drill-in/export only	Conversation State
Reportable at	When the conversation first became reportable	Drill-in/export only	Conversations
Handoff at	When Fibi AI Agent handed the conversation to a teammate	Drill-in/export only	Conversations
Reply interval started at and Reply interval replied at	When a customer-to-teammate response interval began and ended	Drill-in/export only	Conversation Actions
Handling started at	When a teammate handling period started	Drill-in/export only	Teammate Handling
Period started at and Period ended at	When a teammate status period began and ended	Drill-in/export only	Teammate Status Period
Copilot prompt submitted at	When a teammate submitted a Copilot prompt	Drill-in/export only	Copilot
SLA started at	When an SLA evaluation window started	Drill-in/export only	SLA
SLA evaluated at	When an SLA row was evaluated as hit or missed	Drill-in/export only	SLA
SLA missed at	When an SLA target was missed	Drill-in/export only	SLA
Ticket created at	When the ticket was created	Filter only	Tickets, Tickets time in state
Current ticket state entered at	When the ticket most recently entered its current state	Filter only	Tickets, Tickets time in state
Ticket resolved at	When the ticket was resolved, if it currently is	Filter only	Tickets, Tickets time in state
Ticket last resolved at	The last time the ticket entered a resolved state	Filter only	Tickets, Tickets time in state
Ticket state entered at and Ticket state exited at	When a historical ticket state interval began and ended	Filter only	Tickets time in state

People attributes

People attributes describe the end-user values captured for the historical reporting row.

Attribute	Definition	Uses	Datasets
User ID	The end-user linked to the conversation	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Username	The end-user's name	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
User email	The end-user's email address	Filter only	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
User pseudonym	A pseudonymous label for the end-user, shown as a drill-in and export column	Drill-in/export only	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
User type	Whether the end-user is a customer or a lead	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Country	The end-user's country	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Continent	The end-user's continent	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Language	The end-user's preferred language captured for the historical reporting row	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
User tag	The tags applied to the end-user; multi-value, so a breakdown counts a conversation once per tag	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Participant IDs	The identifiers of everyone currently attached to the conversation	Filter only	Conversations
Participant names	The names of everyone currently attached to the conversation	Drill-in/export only	Conversations
Participant emails	The email addresses of everyone currently attached to the conversation	Filter only	Conversations
Participant types	The actor types of everyone currently attached to the conversation	Filter only	Conversations
Participant count	The number of unique participants on the conversation	Filter only	Conversations

Company attributes

Company attributes describe the company values captured for the historical reporting row.

Attribute	Definition	Uses	Datasets
Company ID	The company associated with the end-user	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Company name	The company's name	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Company plan	The company's plan value, as you send it to Featurebase	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Company size	The company's size value	Filter only	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state

Teammate attributes

Teammate attributes tie rows to the current assignee or to the teammate associated with a reply, close, rating, action, handling period, or SLA evaluation.

Attribute	Definition	Uses	Datasets
Teammate	The dynamic filter: each chart interprets it using the attribution that fits its metric	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, Teammate Status Period, SLA, Tickets, Tickets time in state
Teammate currently assigned	The teammate currently assigned to the conversation or ticket	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling, SLA, Tickets
Teammate replied to	Every teammate who ever replied to the conversation; multi-value	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Conversation Actions, SLA
Teammate first replied	The teammate who sent the first visible reply	Filter and breakdown	Conversations
Teammate last replied	The teammate who sent the latest visible reply	Filter and breakdown	Conversations
First closed by teammate	The teammate who closed the conversation the first time	Filter and breakdown	Conversations, Conversation State
Last closed by teammate	The teammate who closed it most recently	Filter and breakdown	Conversations, Conversation State
Teammate rated	The teammate a CSAT rating applies to	Filter and breakdown	Conversation State, Conversation Rating
Last teammate rated	The most recent teammate in the conversation's rating flow	Filter and breakdown	Conversation State, Conversation Rating
Action performed by	The teammate who performed an individual action row	Filter and breakdown	Conversation Actions
Handled by teammate	The teammate who actively worked the conversation during a handling period	Filter and breakdown	Teammate Handling
SLA attributed to	The teammate assigned when an SLA target was evaluated	Filter and breakdown	SLA
Teammate is a member of	Narrows teammate-scoped results to the current members of the selected team; filter only	Filter only	Conversation Rating, Copilot, Teammate Handling, Teammate Status Period
Teammate status	The status recorded for the period: Active, Away, or Away and reassigning	Filter and breakdown	Teammate Status Period
Away reason	The reason recorded when a teammate was set to away	Filter and breakdown	Teammate Status Period

Team attributes

Attribute	Definition	Uses	Datasets
Team	The dynamic filter: each chart interprets it using the team attribution that fits its metric	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, SLA, Tickets, Tickets time in state
Team assigned	The team the conversation was assigned to at assignment time	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling, SLA
Team currently assigned	The team currently assigned to the conversation or ticket	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling, SLA, Tickets
Team replied to	The team associated with a historical teammate reply	Filter and breakdown	Conversations, Conversation Actions
Team last replied	The team associated with the latest visible reply	Filter and breakdown	Conversations
Team at action time	The team that owned the conversation when an action happened	Filter and breakdown	Conversation Actions, Teammate Handling, SLA

Fibi attributes

Attribute	Definition	Uses	Datasets
Fibi involved	Whether Fibi participated in the conversation	Filter and breakdown	Conversations, Conversation Rating, Teammate Handling
Fibi resolution state	Where the conversation stands on its Fibi path, such as active, handed off to a human, or resolved	Filter and breakdown	Conversations, Teammate Handling
Fibi answer type	How Fibi answered: an AI Answer generated from your knowledge sources or a Custom Answer you configured	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling
Fibi deflected	Whether the conversation currently ends without human involvement after Fibi handled it; reopening it and involving a teammate can change this outcome	Filter and breakdown	Conversations
Fibi handoff reason	Why the handoff happened: usage cap, agent handoff, or error	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling
Fibi handoff trigger	What triggered the handoff: customer requested, configuration, default behavior, Procedure, usage cap, or error	Filter and breakdown	Conversations
Fibi rating	The numeric rating on a Fibi-rated conversation	Filter only	Conversations, Conversation State, Conversation Rating
Fibi remark	The written remark a customer left when rating Fibi	Filter only	Conversations, Conversation Rating
Fibi rating updated at	The latest timestamp of a Fibi rating or rating request, shown as a drill-in and export column	Drill-in/export only	Conversations
Fibi answer source ID	The knowledge source Fibi used in an answer; multi-value	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling
Fibi answer source title	The title of a knowledge source Fibi used; multi-value	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling
Fibi answer source type	Whether an answer's source is external content or a Custom Answer; multi-value	Filter and breakdown	Conversations, Conversation Actions, Teammate Handling

Copilot attributes

Copilot attributes cover per-prompt details and conversation-level usage rollups.

Attribute	Definition	Uses	Datasets
Copilot used	Whether Copilot was used at all on the conversation	Filter and breakdown	Conversations, Conversation State, Copilot
Copilot questions count	The number of Copilot prompts submitted on the conversation	Filter only	Conversations
Copilot answer copied	Whether any Copilot answer was copied on the conversation	Filter only	Conversations
Teammate who asked	The teammate who submitted the prompt	Filter and breakdown	Copilot
Usage type	How the answer was used: copied, inserted, or sent	Filter and breakdown	Copilot
Question text	The prompt text submitted to Copilot	Filter only	Copilot
Answer text	The answer Copilot returned	Filter only	Copilot
Copilot source ID	A knowledge source used in the answer; multi-value	Filter and breakdown	Copilot
Copilot source title	The title of a source used in the answer; multi-value	Filter and breakdown	Copilot
Copilot source type	The type of source used in the answer; multi-value	Filter and breakdown	Copilot

Conversation rating attributes

Rating-anchored attributes describe one CSAT request or response. Current attributes show the latest rating snapshot on conversation and ticket rows.

Attribute	Definition	Uses	Datasets
Rated agent type	Whether a rating applies to a teammate, Fibi, or Workflows	Filter and breakdown	Conversations, Conversation Rating, Conversation Actions, Teammate Handling, SLA
CSAT rating	The numeric rating value, from 1 to 5	Filter only	Conversations, Conversation Rating
CSAT rating label	The rating's label: Amazing, Great, Ok, Bad, or Terrible	Filter and breakdown	Conversations, Conversation Rating, Conversation Actions, Teammate Handling, SLA
CSAT remark	The written remark attached to a rating	Filter only	Conversations, Conversation Rating
Request channel	Where the CSAT survey was delivered: Desktop, Email, or Slack	Filter and breakdown	Conversations, Conversation Rating, Conversation Actions, Teammate Handling, SLA
Request state	The request's lifecycle state: Requested, Rated, Canceled, or Expired	Filter and breakdown	Conversations, Conversation Rating
Current CSAT agent type	The agent type on the conversation's latest rating snapshot	Filter and breakdown	Conversations, Conversation State, Teammate Handling, Tickets, Tickets time in state
Current CSAT rating	The latest effective numeric rating on the conversation	Filter only	Conversations, Conversation State, Tickets, Tickets time in state
Current CSAT rating label	The latest effective rating label on the conversation	Filter and breakdown	Conversations, Conversation State, Teammate Handling, Tickets, Tickets time in state
Current CSAT request channel	The request channel on the latest snapshot	Filter and breakdown	Conversations, Conversation State, Teammate Handling, Tickets, Tickets time in state
Current CSAT request state	The latest request's lifecycle state: pending, rated, canceled, or expired	Filter and breakdown	Conversations, Conversation State, Tickets, Tickets time in state

SLA attributes

Evaluation-anchored attributes describe one SLA evaluation. Current attributes and rollups describe SLA state on conversation rows.

Attribute	Definition	Uses	Datasets
SLA ID	The SLA policy behind the row	Filter and breakdown	SLA
SLA name	The SLA policy's name	Filter and breakdown	SLA
SLA type	The target type the row evaluates: first response, next response, or time to close	Filter and breakdown	SLA
SLA status	The evaluation status recorded on the row: hit or missed	Filter and breakdown	SLA
SLA result	The final hit or missed result of an evaluation	Filter and breakdown	SLA
SLA target ms	The target duration configured for the row's target	Filter only	SLA
SLA deadline at	The deadline timestamp for the row	Filter only	SLA
Current SLA ID	The SLA policy currently applied to the conversation	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Current SLA name	The name of the currently applied policy	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Tickets, Tickets time in state
Current first response SLA status	The conversation's current first-response target status	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Current next response SLA status	The conversation's current next-response target status	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Current time to close SLA status	The conversation's current time-to-close target status	Filter and breakdown	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, Tickets, Tickets time in state
Current SLA deadline at	The active pending SLA deadline on the conversation	Filter only	Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Tickets, Tickets time in state
SLA count	The number of SLA events on the conversation	Filter only	Conversations
Missed SLA count	The number of missed SLA events on the conversation	Filter only	Conversations
Has SLA	Whether the conversation has any SLA event	Filter only	Conversations
Has missed SLA	Whether the conversation has any missed SLA event	Filter only	Conversations

Custom attributes

Custom conversation attributes you create, and custom user and company attributes you send to Featurebase appear under Custom attributes in report pickers. They are available on Conversations, Conversation State, Conversation Rating, Copilot, Conversation Actions, Teammate Handling, and SLA.f

Custom attribute type	Filter	Breakdown
Text, select, multi-select, checkbox, and list	Yes	Yes
Number and date	Yes	No

Note: Custom attributes preserve historical values. Changing a user or company value does not rewrite earlier reporting rows.