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Metrics

Here’s the detailed breakdown of the exact metrics you’ll find in Plain’s reporting – how they’re calculated, and what they help you measure. All metrics can be broken down by Channel, Company, Group, Label, Priority, and Tier.

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Support Volume

This shows the number of support threads in your workspace – helping you track overall demand over time.

Use it to:

  • Monitor rising or falling support load

  • Understand queue health across segments

  • Plan resourcing based on demand

Response and Resolution Metrics

Plain reports on three core time-based metrics – using two key statistical measures to give you a fuller picture:

Statistical Views

  • Median – The middle value across all threads. Half of your cases are faster, half are slower.
    Use this to understand what most customers experience.

  • 90th Percentile – The time within which 90% of threads are completed.
    Use this to spot outliers and inefficiencies.

These two numbers help balance the day-to-day reality (median) with the long tail of issues that may be dragging performance (90th percentile).

First Response Time

Use this to track responsiveness – especially for new or high-priority requests.

  • The time from when a thread is created to when your team sends the first reply.

  • Tracked per thread and included in your SLA policies.

Resolution Time

Use this to measure how quickly your team resolves requests, not just responds.

  • The time from the first customer message to when the thread is marked as Done.

  • This can happen in two ways:

    • Manual: If a teammate manually marks the thread as Done, resolution time is calculated up to that moment

    • Automatic: If a thread is in Waiting for Customer and is auto-closed, resolution time ends when the thread was set to Waiting for Customer

You can adjust auto-resolution settings in Settings → Workflow.

Customer Waiting Time

Use this to understand how long customers are left without a response, even if the team is actively working behind the scenes.

  • The total time a thread spends in Todo – i.e. how long the customer is waiting for a reply

  • This includes both initial and follow-up wait times