Metrics

This page provides a complete overview of the metrics available in Plain’s reporting. It explains what each metric measures, how it’s calculated, and what it helps you understand about your support operation.

Unless otherwise noted, all metrics can be broken down by Channel, Company, Group, Label, Priority, and Tier.

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

Data Refresh Cadence

Threads in Todo is a real-time snapshot
All other metrics are refreshed on an hourly basis

Core Metrics & Team Member Variants

Metric	What it measures	Team Member variant
Threads in To Do	Snapshot count of threads currently in "Todo" status.	N/A
New threads created	Number of new threads created during a time interval.	N/A
Threads reopened per day	Number of threads that transitioned to "Todo" (reopened from Snoozed or Done) during a time interval.	N/A
Threads moved to Done	Number of threads that transitioned to "Done" status during a time interval.	Shows threads a team member moved to Done, regardless of who created or was initially assigned. Thread that are auto-closed are not counted.
First Response Time	Time before a human sends the first reply to a thread.	Filtered to when the team member sends a first response.
SLA Compliance - First Response Time	% of threads that receive first response within SLA. Note: Thread will breach unless it receives a human first response.	Filtered to when the team member sent the first response.
Next Response Time	Time between subsequent replies after the first.	Filtered to the time in between responses sent by the same agent.
SLA Compliance - Next Response Time	Percentage of threads that received next response within SLA NRT. Note: Thread will breach unless it receives a human response.	Filtered to threads where the response is sent by the team member.
Resolution Time	Time from thread creation to moved to Done. Note: This is updated based on the most recent time the thread was marked as Done.	Filtered to when the thread is resolved by a team member.
Customer Waiting Time	Time a thread spent in "Todo" status.	The time the thread spent in “Todo” status for threads that were assigned to this team member.
CSAT Thread Count	Number of CSAT responses, filtered by rating.	CSAT is not currently available on a per agent basis.
CSAT - Percentage of positive responses	% of positive CSAT responses.
Heatmap - Threads created	Threads created, broken down by day-of-week and hour-of-day (UTC).	N/A

Metrics Only Available on Team pages

The following metrics are only available on Team Pages.

Metric	What it measures
Messages Sent Count	Number of messages sent by team member during each interval.
Thread assignment	Number of times a thread is assigned to a team member during each interval.
Heatmap: Messages Sent Count.	Messages sent by agents broken down by day-of-week and hour-of-day (UTC).