Using reporting

Key Metrics

Plain gives you visibility into the following core metrics – and more:

• Support volume – The number of threads in your queue over time

• First response time – How quickly customers receive their first reply

• Resolution time – How long it takes to fully resolve a request

• Customer waiting time – How long customers are waiting between replies

Each metric includes:

• Median and 90th percentile values

• Time ranges: Today, Last 7 days, Last 28 days

• Trends: See whether metrics are moving up or down

• Breakdown by Company, Tier, Label, and more

Dig Into the Details

For each metric, you can drill down by: Channel, Company, Group, Label, Priority, and Tier.

This helps you pinpoint where volume is rising, where SLAs are slipping, or which parts of your support funnel need attention.

Inline Reporting, Everywhere

Hover over any Company, Group, Label, or Tier anywhere in Plain to see recent support volume at a glance. It’s a quick way to catch emerging patterns and adjust your triage or workflows in real time.