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 case metrics in Assembled reports: how many cases your team solves, how quickly contacts get a first response, and whether you meet service level. For how long contacts take to handle, see Handle time metrics.
Cases solved
Number of cases solved by a team member or a group of team members in the selected time range (typically by created date unless the report specifies otherwise).
Calculation: count(cases solved)
Notes: your company’s settings affect this metric. Our team can check and change them.
| Setting | Effect |
|---|---|
| Count every solve | Each solve event counts (reopens can produce multiple solves). |
| Final solve only | Only the last solve on a case counts. |
| Solve attribution | Solve may count for the assigned team member or the one who closed the case, depending on configuration. |
| Pending = solved (Zendesk) | Moving a ticket to pending may count as a solve when enabled. |
| Units of work | Solve timing can come from the case or from its last unit of work. |
Cases solved in Report > Support volume always counts every solve, unless your channel uses the case lifecycle model.
Labels you may see:
- Cases solved: the standard label.
- Total cases solved: when every solve counts.
- Unique cases solved: each case counted once, by its last solve, even if it was reopened and solved again.
Units of work handled
Number of units of work that were solved, transferred, reassigned, or paused in the selected time range.
Calculation: count(units of work handled)
Notes:
- Appears if your company tracks units of work.
- A single case may contain multiple units of work.
Unique case solved rate / Total case solved rate
The percentage of units of work handled that ended in a solve.
Calculation: (solved units of work ÷ units of work handled) × 100
Notes:
- Units of work handled are those that ended solved, transferred, reassigned, or paused.
- Unique case solved rate counts only each case’s last solve. If your company counts every solve, the metric is called Total case solved rate and counts every unit of work that ended solved.
- Appears if your company tracks units of work.
Time to answer
Total time from first customer contact to a team member’s first response, for calls or chats in the selected time range.
Calculation: first response time − first contact time
Notes:
- For email, related service-level metrics may respect business hours when configured.
- How first response is measured depends on your contact platform, and for Kustomer, Talkdesk, and Five9, on how your integration is set up. See the first response section of your integration’s article: Zendesk Support, Zendesk Chat, Zendesk Talk, Kustomer, Talkdesk, Five9, UJET, Intercom, Gladly, or Salesforce Service Cloud.
Average time to answer
Average time to answer calls or chats in the selected time range.
Calculation: sum(time to answer) ÷ count(contacts)
Contacts received
Total inbound contacts received in the selected time range, regardless of subsequent messages or case splits.
Calculation: sum(contacts received)
Service level
Percentage of contacts whose first response met the target response time in your staffing parameters for the channel and queue, in the selected time range.
Calculation: (contacts whose first response met the target ÷ contacts with a first response) × 100
Notes:
- Contacts without a first response aren’t counted. If your contact platform reports its own SLA result, such as Gladly or UJET, Assembled uses it.
- For email, service level can respect business hours when configured.
- The target response time is set for each channel and queue in your staffing parameters.
Case status counts
These metrics count contacts by their status in the selected time range. Their names use the channel’s word for a contact, such as calls, tickets, or chats.
| Metric | What it counts |
|---|---|
| New (calls, tickets, or chats) | New contacts received |
| Open (calls, tickets, or chats) | Open contacts |
| (Calls, tickets, or chats) on hold | Contacts on hold |
| Pending (calls, tickets, or chats) | Pending contacts |
Note: Depending on your setup, pending tickets can count as solved, for example with Zendesk’s pending-as-solved setting. That changes solve counts and the rates based on them, not only the pending count.