Reporting Metrics Glossary (First Response, Resolution, Handled, CSAT)

Omnifox's reports summarize your team's performance with a handful of key metrics. This guide explains what each one means and where the number comes from, so you can read Reports → Overview and Reports → Agents correctly.

Where to find them

These metrics show up in the Reports module, both in the Overview view and in the per-Agent breakdown, with date filters (Today, Yesterday, Last 7 days, Last 30 days, This Month, Last Month, Custom).

Core metrics

• First response: the average time between a conversation being created and an agent sending the first reply. Lower is better.
• Resolution: the average time between a conversation being created and it being marked resolved/closed. Lower is better here too.
• Handled (conversations handled): in the per-agent report, this is the count of conversations each agent worked on during the selected period. It's a count, not a duration, useful for gauging workload and comparing agents.
• CSAT: the average rating (on a 1-to-5 scale) customers gave when they answered the CSAT survey, shown as "X/5". It's calculated only from surveys answered within the selected period.
• Response time distribution: buckets conversations into ranges (under 1 min, 1-5 min, 5-15 min, 15-30 min, 30-60 min, over 1 hour).

Trends

Each Overview metric shows an arrow (up, down, or flat) comparing the selected period against the equivalent prior period. For time metrics (first response, resolution) a downward arrow is the improvement.

Example

You filter Reports to "Last 7 days" and see: First response 4 min, Resolution 38 min, CSAT 4.6/5, with the agent table showing Ana handled 82 conversations and Luis handled 65. That tells you the team is responding fast, resolving in under an hour on average, and customers are satisfied — with Ana carrying more volume than Luis.

Tips

• If a metric shows "N/A", it usually means there isn't enough data for that period (e.g., no CSAT survey was answered).
• Always compare equal-length periods (e.g., 7 days vs. the previous 7 days) so the trend arrow actually means something.

Troubleshooting

• Handled shows 0 for an agent: confirm they had conversations assigned and closed within the filtered date range.
• CSAT shows N/A: check that the CSAT survey is active and customers are actually responding.