Plans and permissions:
- View metrics in Team performance: Admin or Manager role, or a custom role with Team performance set to Can view and export
- View metrics on anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
Use these definitions to understand the quality and case-handling metrics in Assembled reports: customer satisfaction, how often cases are resolved on the first contact, how often team members hand cases on, and how many messages they send.
CSAT responses received
Number of tickets or cases for which a customer provided a CSAT score attributed to a team member.
Calculation: count(tickets with a CSAT score)
Notes:
- Scores come from your support platform unchanged.
Average CSAT score
Average customer satisfaction score for a team member.
Calculation: sum(CSAT scores) ÷ number of CSAT responses
Notes:
- Many platforms use a 1–5 scale.
- On platforms like Zendesk, CSAT is Good or Bad, and the average is the proportion of Good ratings out of all Good and Bad ratings.
- Hover over the metric in a report for platform-specific details.
Cases solved on first contact
Number of email tickets or cases resolved with a single response from your team in the selected time range.
Calculation: count(cases resolved with one response)
Notes:
- Typically applies to email; channel availability depends on integration.
- Solve counting (every solve or final solve only) follows the same configuration as Cases solved.
First contact resolution rate
Percentage of email tickets or cases resolved with a single response.
Calculation: (cases solved on first contact ÷ email cases solved) × 100
Cases reassigned away
Number of cases reassigned from one team member to another within the same queue in the selected time range.
Calculation: count(cases reassigned)
Reassigned away rate
Percentage of units of work reassigned to another team member in the same queue, out of all units of work handled (solved, transferred, reassigned, or paused).
Calculation: (cases reassigned away ÷ units of work handled) × 100
Notes:
- Units of work handled include paused ones, so the solved, reassigned, and transferred rates don’t always add up to 100%.
Cases transferred away
Number of cases transferred from one queue to another in the selected time range.
Calculation: count(cases transferred away)
Transferred away rate
Percentage of units of work transferred to another queue, out of all units of work handled (solved, transferred, reassigned, or paused).
Calculation: (cases transferred away ÷ units of work handled) × 100
Messages sent
Number of messages or external comments a team member sent to a customer.
Calculation: count(messages sent)
Notes:
- Populated in the channel your integration is mapped to in Assembled.
- Not available for phone as a messages-sent metric.
- Not all integrations support this metric.
Integration-specific definitions:
Zendesk
- Messages are public comments on tickets. Zendesk Chat and Zendesk Talk aren’t counted as separate message sources.
- By default, Zendesk tickets map to the email channel, but they can also map to chat, depending on your setup.
Intercom
- Messages are conversation parts written by an admin, lead, or user, of the comment, assignment, close, or open type.
- If a conversation part has the same author as the prior part and is sent less than 5 minutes after, those parts are merged into a single message count.
Kustomer
- Messages are Kustomer messages.
Other integrations
- This metric isn’t available unless your integration’s article says it is.
Messages sent (per scheduled hour)
Number of messages sent on the email channel per scheduled productive hour.
Calculation: messages sent ÷ scheduled productive hours
Messages sent (per actual hour)
Number of messages sent on the email channel per actual productive hour worked.
Calculation: messages sent ÷ actual productive hours worked