Metrics and attributes for Zendesk messaging

Use this article to discover the metrics and attributes you can use to build Explore
reports based on your usage of Zendesk messaging and messaging goals. These datasets are also used for the
messaging prebuilt dashboard (see Overview of the Zendesk Messaging dashboard).


Note: Zendesk has launched the omnichannel engagements reporting API Early Access Program (EAP). See
this community post for details.

For more information about how to create reports with Explore, see Creating reports.


Tip: On the dataset selection page, the messaging
dataset is grouped with the live chat datasets. For more information on the live
chat datasets, see Metrics and attributes for live chat.

This article includes the following datasets:


Messaging tickets
dataset
Messaging goal conversions
dataset




Messaging tickets dataset

The Messaging tickets dataset contains metrics and attributes that relate
to all messaging channels, including web, mobile, and social messaging channels.


Note: Data is available from September 20, 2022 and
after.

This section lists all the available elements for the dataset. It contains
the following topics:

Messaging tickets metrics
Messaging tickets attributes



Messaging tickets metrics



This section lists and defines all the Messaging tickets
metrics available.


Note: These metrics will not be computed for any ticket after the messaging session has
ended.









Metric
Definition
Calculation


Messaging tickets
The total number of tickets created
from messaging channels.
[Ticket ID]


Solved messaging tickets
The number of solved or closed
messaging tickets.
IF ([Ticket status - Unsorted] =
"Solved" OR [Ticket status - Unsorted] = "Closed")
THEN [Ticket ID] ENDIF


One-touch messaging tickets
The number of messaging tickets that
were solved in the first interaction, indicated by
transitioning from Open to Solved, without going
through Pending and On-hold.
IF ([Ticket status - Unsorted] =
"Solved" OR [Ticket status - Unsorted] = "Closed")
AND VALUE(Agent replies) &gt; 0 AND NOT([Wait status
changed]) AND [Reopens] = 0 THEN [Ticket ID]
ENDIF


% One-touch messaging tickets
The percentage of messaging tickets
that were solved in the first interaction, indicated
by transitioning from Open to Solved, without going
through Pending and On-hold.
COUNT(One-touch messaging tickets) /
COUNT(Solved messaging tickets)


Unsolved messaging tickets
The number of unsolved messaging
tickets. This includes tickets in every status,
except Solved and Closed.
IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
THEN [Ticket ID] ENDIF


Unassigned unsolved messaging
tickets
The number of unsolved messaging
tickets currently not assigned.
IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND [Assignee ID] = NULL THEN [Ticket ID]
ENDIF


Assigned unsolved messaging
tickets
The number of unsolved messaging
tickets that are assigned. This includes tickets in
every status except Solved and Closed.
IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND [Assignee ID] != NULL THEN [Ticket ID]
ENDIF


Unreplied unsolved messaging
tickets
The number of unsolved messaging
tickets that currently have no agent
replies.
IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND VALUE(Agent replies) = 0 THEN [Ticket ID]
ENDIF


Agent messages
The number of messages sent by an
agent.



Agent replies
The total number of messaging
conversations an agent had with an end user and the
number of replies they sent via email.



Requester messages
The number of messages sent by the
requester.



Requester replies
The number of replies sent by the
requester. Replies are messages sent by the end user
in response to an agent message.



Good satisfaction tickets
The number of messaging tickets with a
good satisfaction rating.
IF [Ticket satisfaction rating] =
"Good" THEN [Ticket ID] ENDIF


Bad satisfaction tickets
The number of messaging tickets with a
bad satisfaction rating.
IF [Ticket satisfaction rating] = "Bad"
THEN [Ticket ID] ENDIF


Rated satisfaction tickets
Messaging tickets that were rated
either bad or good by the requester.
IF [Ticket satisfaction rating] =
"Good" OR [Ticket satisfaction rating] = "Bad" THEN
[Ticket ID] ENDIF


% Satisfaction score
The percentage of satisfaction surveys
rated good.
COUNT(Good satisfaction tickets) /
COUNT(Rated satisfaction tickets)


First reply time (sec)
The duration in seconds between when
the messaging ticket was created and the first agent
reply on the ticket.



First reply time (min)
The duration in minutes between when
the messaging ticket was created and the first agent
reply on the ticket.
VALUE(First reply time
(sec))/60


First reply time (hrs)
The duration in hours between when the
messaging ticket was created and the first agent
reply on the ticket.
VALUE(First reply time
(sec))/3600


First reply time (days)
The duration in days between when the
messaging ticket was created and the first agent
reply on the ticket.
VALUE(First reply time
(sec))/86400


First reply time - Business hours (sec)
The time in seconds between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.



First reply time - Business hours
(min)
The time in minutes between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.
VALUE(First reply time - Business hours
(sec))/60


First reply time - Business hours
(hrs)
The time in hours between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.
VALUE(First reply time - Business hours
(sec))/3600


First reply time - Business hours
(days)
The duration in hours between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.
VALUE(First reply time - Business hours
(sec))/86400


Requester wait time (sec)
The time in seconds from the end user
sending a message and the agent’s response.



Requester wait time (min)
The time in minutes from the end user
sending a message and the agent’s response.
VALUE(Requester wait time
(sec))/60


Requester wait time (hrs)
The time in hours from the end user
sending a message and the agent’s response.
VALUE(Requester wait time
(sec))/3600


Requester wait time (days)
The time in days from the end user
sending a message and the agent’s response.
VALUE(Requester wait time
(sec))/86400


Requester wait time - Business hours
(sec)
The time in seconds from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.



Requester wait time - Business hours
(min)
The time in minutes from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.
VALUE(Requester wait time - Business
hours (sec))/60


Requester wait time - Business hours
(hrs)
The time in hours from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.
VALUE(Requester wait time - Business
hours (sec))/3600


Requester wait time - Business hours
(days)
The time in hours from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.
VALUE(Requester wait time - Business
hours (sec))/86400


Requester wait time average
(sec)
The average time in seconds from the
end user sending a message and agent’s
response.
VALUE(Requester wait time (sec)) /
VALUE(Agent replies)


Requester wait time average
(min)
The average time in minutes from the
end user sending a message and the agent’s
response.
VALUE(Requester wait time average
(sec))/60


Requester wait time average
(hrs)
The average time in hours from the end
user sending a message and the agent’s
response.
VALUE(Requester wait time average
(sec))/3600


Requester wait time average
(days)
The average time in days from the end
user sending a message and the agent’s
response.
VALUE(Requester wait time average
(sec))/86400


Requester wait time average - Business
hours (sec)
The average time in seconds from the
end user sending a message and agent’s response,
excluding out-of-business hours.
VALUE(Requester wait time - Business
hours (sec)) / VALUE(Agent replies)


Requester wait time average - Business
hours (min)
The average time in minutes from the
end user sending a message and the agent’s response,
excluding out-of-business hours.
VALUE(Requester wait time average -
Business hours (sec))/60


Requester wait time average - Business
hours (hrs)
The average time in hours from the end
user sending a message and the agent’s response,
excluding out-of-business hours.
VALUE(Requester wait time average -
Business hours (sec))/3600


Requester wait time average - Business
hours (days)
The average time in hours from the end
user sending a message and the agent’s response,
excluding out-of-business hours.
VALUE(Requester wait time average -
Business hours (sec))/86400


Agent wait time (sec)
The time in seconds from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.



Agent wait time (min)
The time in minutes from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.
VALUE(Agent wait time (sec))/60


Agent wait time (hrs)
The time in hours from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.
VALUE(Agent wait time
(sec))/3600


Agent wait time (days)
The time in days from the agent sending
a message and the end user’s response. It measures
how long agents were waiting for end user
replies.
VALUE(Agent wait time
(sec))/86400


Agent wait time - Business hours
(sec)
The time in seconds from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.



Agent wait time - Business hours
(min)
The time in minutes from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time - Business hours
(sec))/60


Agent wait time - Business hours (hrs)
The time in hours from the agent sending a
message and the end user’s response, excluding
out-of-business hours. It measures how long agents
were waiting for end user replies.
VALUE(Agent wait time - Business hours
(sec))/3600


Agent wait time - Business hours
(days)
The time in hours from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time - Business hours
(sec))/86400


Agent wait time average (sec)
The average time in seconds from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.
VALUE(Agent wait time (sec)) /
VALUE(Requester replies)


Agent wait time average (min)
The average time in minutes from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.
VALUE(Agent wait time average
(sec))/60


Agent wait time average (hrs)
The average time in hours from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.
VALUE(Agent wait time average
(sec))/3600


Agent wait time average (days)
The average time in days from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.
VALUE(Agent wait time average
(sec))/86400


Agent wait time average - Business
hours (sec)
The average time in seconds from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time - Business hours
(sec)) / VALUE(Requester replies)


Agent wait time average - Business
hours (min)
The average time in minutes from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time average -
Business hours (sec))/60


Agent wait time average (hrs)
The average time in hours from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time average -
Business hours (sec))/3600


Agent wait time average - Business
hours (days)
The average time in days from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.
VALUE(Agent wait time average -
Business hours (sec))/86400


Assignment to first reply (sec)
The time in seconds from last
assignment to the first agent reply.



Assignment to first reply (min)
The time in minutes from the last
assignment to the first agent reply.
VALUE(Assignment to first reply
(sec))/60


Assignment to first reply (hrs)
The time in hours from the last
assignment to the first agent reply.
VALUE(Assignment to first reply
(sec))/3600


Assignment to first reply
(days)
The time in days from the last
assignment to the first agent reply.
VALUE(Assignment to first reply
(sec))/86400


Assignment to first reply - Business
hours (sec)
The time in seconds from last
assignment to the first agent reply, excluding
out-of-business hours.



Assignment to first reply - Business
hours (min)
The time in minutes from the last
assignment to the first agent reply, excludes
out-of-business hours.
VALUE(Assignment to first reply -
Business hours (sec))/60


Assignment to first reply (hrs)
The time in hours from the last
assignment to the first agent reply, excluding
out-of-business hours.
VALUE(Assignment to first reply -
Business hours (sec))/3600


Assignment to first reply - Business
hours (days)
The time in days from the last
assignment to the first agent reply, excluding
out-of-business hours.
VALUE(Assignment to first reply -
Business hours (sec))/86400


First resolution time - Messaging
(min)
The number of minutes between when the
messaging ticket was created and when it was first
resolved.
IF [Ticket ID] != NULL THEN VALUE(First
resolution time (min)) ENDIF


First resolution time - Business hours
(min)
The number of minutes between when the messaging
ticket was created and when it was first resolved,
excluding out-of-business hours.



Full resolution time - Messaging
(min)
The duration in minutes from when the
messaging ticket was created to its latest
resolution.
IF [Ticket ID] != NULL THEN VALUE(Full
resolution time (min)) ENDIF


Full resolution time - Business hours
(min)
The duration in minutes from when the messaging
ticket was created to its latest resolution,
excluding out-of-business hours.



Unsolved tickets age (min)
The duration in minutes between when an
unsolved messaging ticket was created and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_minutes") ENDIF


Unsolved tickets age (hrs)
The duration in hours between when an
unsolved messaging ticket was created and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_hours") ENDIF


Unsolved tickets age (days)
The duration in days between when an
unsolved messaging ticket was created and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_days") ENDIF


Unsolved tickets time since update
(min)
The duration in minutes between an
unsolved messaging ticket’s last update and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_minutes") ENDIF


Unsolved tickets time since update
(hrs)
The duration in hours between an
unsolved messaging ticket’s last update and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_hours") ENDIF


Unsolved tickets time since update
(days)
The duration in days between an
unsolved messaging ticket’s last update and
now.
IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_days") ENDIF


Reassigned messaging tickets

The number of messaging tickets that
have been assigned to more than one agent.
Data is available only from July 18,
2023 and after.

IF VALUE(Assignee stations) > 1 THEN
[Ticket ID] ENDIF


Reopened messaging tickets

The number of messaging tickets that
were reopened after being solved.
Data is available only from July 18,
2023 and after.

IF [Reopens] > 0 THEN [Ticket ID]
ENDIF


Messaging tickets created outside of
business hours

The number of messaging tickets created
outside of the schedule assigned at the time of
ticket creation.
Data is available only from July 18,
2023 and after.

IF [Created outside business hours]
THEN [Ticket ID] ENDIF


New messaging tickets

The number of messaging tickets that
are currently in the New status.
Data is available only from July 18,
2023 and after.

IF [Ticket status - Unsorted] = "New"
THEN [Ticket ID] ENDIF


Open messaging tickets

The number of messaging tickets that
are currently in the Open status.
Data is available only from July 18,
2023 and after.

IF [Ticket status - Unsorted] = "Open"
THEN [Ticket ID] ENDIF


Pending messaging tickets

The number of messaging tickets that
are currently in the Pending status.
Data is available only from July 18,
2023 and after.

IF [Ticket status - Unsorted] =
"Pending" THEN [Ticket ID] ENDIF


On-hold messaging tickets

The number of messaging tickets that
are currently in the On-hold status.
Data is available only from July 18,
2023 and after.

IF [Ticket status - Unsorted] = "Hold"
THEN [Ticket ID] ENDIF


First assignment time (sec)

The time in seconds between when a
messaging ticket was created and the first time it
was assigned to an agent.
Data is available only from July 18,
2023 and after.

IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_seconds")
ENDIF


First assignment time (min)

The time in minutes between when a
messaging ticket was created and the first time it
was assigned to an agent.
Data is available only from July 18,
2023 and after.

IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_minutes")
ENDIF


First assignment time (hrs)

The time in hours between when a
messaging ticket was created and the first time it
was assigned to an agent.
Data is available only from July 18,
2023 and after.

IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_hours")
ENDIF


First assignment time (days)

The time in days between when a
messaging ticket was created and the first time it
was assigned to an agent.
Data is available only from July 18,
2023 and after.

IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_days")
ENDIF


Handle time (sec)

The time in seconds that the agent
spends interacting with the end user on the
messaging ticket.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time (min)

The time in minutes that the agent
spends interacting with the end user on the
messaging ticket.
For details, see How is the Handle
time metric calculated?

Data is available only from July 18,
2023 and after.




Handle time (hrs)

The time in hours that the agent spends
interacting with the end user on the messaging
ticket.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time (days)

The time in days that the agent spends
interacting with the end user on the messaging
ticket.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time - Business hours
(sec)

The time in seconds that the agent
spends interacting with the end user on the
messaging ticket, excluding non-business hours.
Business hours are based on the schedule applied
to the ticket at the time of creation.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time - Business hours
(min)

The time in minutes that the agent
spends interacting with the end user on the
messaging ticket, excluding non-business hours.
Business hours are based on the schedule applied
to the ticket at the time of creation.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time - Business hours
(hrs)

The time in hours that the agent spends
interacting with the end user on the messaging
ticket, excluding non-business hours. Business
hours are based on the schedule applied to the
ticket at the time of creation.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Handle time - Business hours
(days)

The time in days that the agent spends
interacting with the end user on the messaging
ticket, excluding non-business hours. Business
hours are based on the schedule applied to the
ticket at the time of creation.
For details, see How is the Handle
time metric calculated?
Data is available only from July 18,
2023 and after.




Assignee stations

The number of agents a ticket has been
assigned to.
Data is available only from July 18,
2023 and after.

(Assignee stations)


First offer time (sec)

The time in seconds from ticket
creation to the first time it was offered to an
agent to accept.
Data is available only from October 30,
2023 and after.

First offer time (sec)


First offer to assignment (sec)

The time spent in an offer state, in
seconds, between first offer and first assignment
to an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)) ENDIF


First offer time (min)

The time in minutes from ticket
creation to the first time it was offered to an
agent to accept.
Data is available only from October 30,
2023 and after.

VALUE(First offer time
(sec))/60


First offer to assignment (min)

The time spent in an offer state, in
minutes, between first offer and first assignment
to an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/60 ENDIF


First offer time (hrs)

The time in hours from ticket creation
to the first time it was offered to an agent to
accept.
Data is available only from October 30,
2023 and after.

VALUE(First offer time
(sec))/3600


First offer to assignment (hrs)

The time spent in an offer state, in
hours, between first offer and first assignment to
an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/3600 ENDIF


First offer time (days)

The time in days from ticket creation
to the first time it was offered to an agent to
accept.
Data is available only from October 30,
2023 and after.

VALUE(First offer time
(sec))/86400


First offer to assignment
(days)

The time spent in an offer state, in
days, between first offer and first assignment to
an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/86400 ENDIF


First assignment time - Business hours
(sec)

The time in seconds between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.
Data is available only from October 30,
2023 and after.

First assignment time - Business hours
(sec)


First offer time - Business hours
(sec)

The time in seconds from ticket
creation to the first time it was offered to an
agent to accept, excluding out-of-business hours.
Business hours are based on the schedule applied
at time of first offer. If there is no schedule
assigned, the default schedule is used.
Data is available only from October 30,
2023 and after.

First offer time - Business hours
(sec)


First offer to assignment - Business
hours (sec)

The time spent in an offer state, in
seconds, between first offer and first assignment
to an agent, excluding out-of-business hours. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours (sec)))
ENDIF


First assignment time - Business hours
(mins)

The time in minutes between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.
Data is available only from October 30,
2023 and after.

First assignment time - Business hours
(sec)/60


First offer time - Business hours
(mins)

The time in minutes from ticket
creation to the first time it was offered to an
agent to accept, excluding out-of-business hours.
Business hours are based on the schedule applied
at time of first offer. If there is no schedule
assigned, the default schedule is used.
Data is available only from October 30,
2023 and after.

VALUE(First offer time - Business hours
(sec))/60


First offer to assignment - Business
hours (min)

The time spent in an offer state, in
minutes, between first offer and first assignment
to an agent, excluding out-of-business hours. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours (sec)))/60
ENDIF


First assignment time - Business hours
(hours)

The time in hours between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.
Data is available only from October 30,
2023 and after.

First assignment time - Business hours
(sec)/3600


First offer time - Business hours
(hrs)

The time in hours from ticket creation
to the first time it was offered to an agent to
accept, excluding out-of-business hours. Business
hours are based on the schedule applied at time of
first offer. If there is no schedule assigned, the
default schedule is used.
Data is available only from October 30,
2023 and after.

VALUE(First offer time - Business hours
(sec))/3600


First offer to assignment - Business
hours (hrs)

The time spent in an offer state, in
hours, between first offer and first assignment,
excluding out-of-business hours to an agent. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied to the
ticket at the time of creation.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours
(sec)))/3600 ENDIF


First assignment time - Business hours
(days)

The time in days between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.
Data is available only from October 30,
2023 and after.

First assignment time - Business hours
(sec)/86400


First offer time - Business hours
(days)

The time in days from ticket creation
to the first time it was offered to an agent to
accept, excluding out-of-business hours. Business
hours are based on the schedule applied at time of
first offer. If there is no schedule assigned, the
default schedule is used.
Data is available only from October 30,
2023 and after.

VALUE(First offer time - Business hours
(sec))/86400


First offer to assignment - Business
hours (days)

The time spent in an offer state, in
days, between first offer and first assignment to
an agent, excluding out-of-business hours. It will
be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used.
Data is available only from October 30,
2023 and after.

IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours
(sec)))/86400 ENDIF


Messaging tickets with multiple
offers

The number of messaging tickets offered
to an agent, not accepted, and re-offered to other
agents. If the ticket was never accepted, this
metric returns 0.
Data is available only from October 30,
2023 and after.

IF (VALUE(Offers before first
acceptance) != NULL AND VALUE(Offers before first
acceptance) > 1) THEN [Ticket ID] ENDIF


Offers

The number of times a messaging ticket
was offered to agents during its lifecycle.
Explore records a maximum of 20 offers per ticket.
Data is available only from October 30,
2023 and after.




Offers before first acceptance

The number of times a messaging ticket
was offered to agents before first acceptance. If
a ticket was directly assigned to an agent using
triggers or manually, this value will be null.
Data is available only from October 30,
2023 and after.




Acceptances

The number of times a messaging ticket
was accepted by agents clicking the Accept
button.
Data is available only from October 30,
2023 and after.


Note: Starting December 11, 2023, auto-assignment
to agents as part of omnichannel routing is
excluded from this metric.



Note: Starting July 2, 2024,
auto-accept by agents is excluded from this
metric.





Queue entries

The number of times the ticket was
placed in the queue. A ticket is in the queue when
it’s in a status of New or Open and
unassigned.
Data is available only from October 30,
2023 and after.




% First acceptance rate

The percentage of acceptances from the
number of offers before first acceptance on the
ticket. One hundred percent indicates that the
ticket was accepted by the first agent it was
offered to. Less than one hundred percent
indicates that the ticket was offered to multiple
agents before it was first accepted, resulting in
an increase in first reply time.
Data is available only from October 30,
2023 and after.

IF (VALUE(Offers before first
acceptance) != NULL AND VALUE(Offers before first
acceptance) &gt; 0) THEN 1/VALUE(Offers before first
acceptance) ELSE 0 ENDIF


% Acceptance rate

The percentage of acceptances of all
offers on the ticket. One hundred percent
indicates the ticket was accepted by all the
agents it was offered to. Less than one hundred
percent indicates that the ticket was offered to
multiple agents before it was accepted, resulting
in an increase in resolution time.
Data is available only from October 30,
2023 and after.

IF VALUE(Offers) > 0 THEN
MINIMUM(VALUE(Acceptances)/VALUE(Offers), 1) ELSE 0
ENDIF


Messaging tickets with session
ended
Number of messaging tickets where a
messaging session
ended. Data is available only from
September 30 , 2025 and after.



Messaging tickets with routing channel
changed
Number of messaging tickets where the
routing channel
changed from messaging to email. Data is
available only from September 30 , 2025 and
after.



Session end time (sec)
The time in seconds between when a messaging
ticket was created and the messaging session
ended. Data is available only
from September 29, 2025 and after.




Routing channel change time
(sec)
The time in seconds between when a messaging
ticket was created and the routing channel was
updated from messaging to email. Data is available only from September
29, 2025 and after.




Session end time (min)
The time in minutes between when a messaging
ticket was created and the messaging session
ended. Data is available only
from September 29, 2025 and after.

VALUE(Session end time
(sec))/60


Routing channel change time
(min)
The time in minutes between when a messaging
ticket was created and the routing channel was
updated from messaging to email. Data is available only from September
29, 2025 and after.

VALUE(Routing channel change time (sec)
)/60


Session end time (hrs)
The time in hours between when a messaging ticket
was created and the messaging session
ended. Data is available only
from September 29, 2025 and after.

VALUE(Session end time
(sec))/3600


Routing channel change time
(hrs)
The time in hours between when a messaging ticket
was created and the routing channel was
updated from messaging to email. Data is available only from September
29, 2025 and after.

VALUE(Routing channel change time (sec)
)/3600


Session end time (days)
The time in days between when a messaging ticket
was created and the messaging session
ended. Data is available only
from September 29, 2025 and after.

VALUE(Session end time
(sec))/86400


Routing channel change time
(days)

The time in days between when a
messaging ticket was created and the routing channel was
updated from messaging to email.
Data is available only from September
29, 2025 and after.

VALUE(Routing channel change time (sec)
)/86400


Session end time - Business hours
(sec)
The time in seconds between when a messaging
ticket was created and messaging session
ended, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used. Data is available only from September 29, 2025
and after.




Routing channel change time - Business
hours (sec)
The time in seconds between when a messaging
ticket was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used. Data is available only from
September 29, 2025 and after.




Session end time - Business hours
(min)
The time in minutes between when a messaging
ticket was created and the messaging session
ended, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used. Data is available only from September 29, 2025
and after.

VALUE(Session end time - Business hours
(sec))/60


Routing channel change time - Business
hours (min)
The time in minutes between when a messaging
ticket was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used. Data is available only from
September 29, 2025 and after.

VALUE(Routing channel change time -
Business hours (sec))/60


Session end time - Business hours
(hrs)
The time in hours between when a messaging ticket
was created and messaging session
ended, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used. Data is available only from September 29, 2025
and after.

VALUE(Session end time - Business hours
(sec))/3600


Routing channel change time - Business
hours (hrs)
The time in hours between when a messaging ticket
was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used. Data is available only from
September 29, 2025 and after.

VALUE(Routing channel change time -
Business hours (sec))/3600


Session end time - Business hours
(days)
The time in days between when a messaging ticket
was created and messaging session
ended, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used. Data is available only from September 29, 2025
and after.

VALUE(Session end time - Business hours
(sec))/86400


Routing channel change time - Business
hours (days)
The time in days between when a messaging ticket
was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used. Data is available only from
September 29, 2025 and after.

VALUE(Routing channel change time -
Business hours (sec))/86400










Messaging tickets attributes

This section lists and defines all the Messaging tickets attributes
available.









Attribute
Definition


Ticket ID
The ID number of the messaging ticket.


Ticket status
The status of the messaging ticket.


Ticket custom status name
The name of a custom ticket status. This attribute
appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
NULL. Data is available only from October 19,
2023 onward.



Ticket custom status category
The category that a custom ticket status is mapped to.
This attribute appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
Ticket Status. Data is available only from
October 19, 2023 onward.



Ticket custom status state
Returns true if a custom ticket status is active,
or false if a custom ticket status is deactivated.
This attribute appears only if you've enabled custom ticket
statuses. Data is available only from October
19, 2023 onward.



Ticket group
Name of the group where the messaging ticket
was assigned.


Ticket brand
The brand of the messaging ticket.


Ticket channel

The channel a messaging ticket was created
from.
For more information about the ticket channels
Explore collects, see Understanding ticket
channels in Explore.



Ticket priority
The messaging ticket's priority.


Ticket tags
The tags associated with the messaging
ticket. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



Ticket satisfaction rating
The satisfaction rating left by the customer on
the messaging ticket. Values: Good, Bad, Offered,
Unoffered.


Wait status changed

Returns true or false depending
on whether a ticket has previously gone into the Pending
or On-hold status.



Assignee name
The name of the assignee. Values for this
attribute (and for the other Assignee attributes below)
include users who currently have an agent or admin role,
as well as users who previously had an agent or admin
role and were assigned to a ticket at least
once.



Assignee role
The role of an assignee. Possible values:
admin, agent, or end user.


Assignee ID
The messaging ticket's assignee ID.


Assignee email
The messaging ticket assignee’s email
address.


Requester name
The name of the user who is asking for support
through a messaging ticket.


Requester ID
The ID number for a messaging ticket's
requester.


Requester email
The email address of the messaging ticket
requester.


Requester tags
Tags associated with the requester. For
important information about filtering reports using
tags, see Reporting on ticket
tags using filters.



Ticket organization name
The name of the organization associated with
the messaging ticket.


First reply time brackets
The time between when the messaging ticket was
first created and when an agent first replied. Values are
returned as 0-1 mins, 1-3 mins, 3-10
mins, >10 mins, and no replies.




Requester wait time brackets
The time a requester was waiting for agent
replies. The values are returned as no wait, 0-1
mins, 1-3 mins, 3-10 mins, 10-30
mins, and >30 mins.



First resolution time brackets
The time between when the messaging ticket was
first created and the first time it was set to solved. The
values are returned as Unsolved, 0-30 mins,
30-90 mins, 1.5-6 hrs, 6-24 hrs,
and >24 hrs.


Intent (Requires intelligent
triage)

A prediction of what the ticket is about. To see the
possible values, open the Taxonomy tab of
the Intent settings page to see the AI Intents
list under the Taxonomy values heading.


Intent confidence (Requires intelligent
triage)

The likelihood that the intent prediction is correct.
Possible values are High, Medium, and
Low.


Language (Requires intelligent
triage)

A prediction of what language the ticket is written in.
To see the possible values, open the Taxonomy tab of the
settings page.


Language confidence (Requires intelligent
triage)

The likelihood that the language prediction is correct.
Possible values are High, Medium, and
Low.


Sentiment (Requires intelligent
triage)

A prediction of how the customer feels about their
request. Possible values are Very Positive,
Positive, Neutral, Negative, and
Very Negative.


Sentiment confidence (Requires intelligent
triage)

The likelihood that the sentiment prediction is correct.
Possible values are High, Medium, and
Low.


Time - Ticket created
Includes a number of attributes that return the
time and date when the messaging ticket was created in
various time measurements.


Time - Ticket solved
Includes a number of attributes that return the
time and date when the messaging ticket was marked as solved
in various time measurements.


Time - Ticket last updated
The time when the messaging ticket was last
updated.


Time - Ticket requester updated
The time when the messaging ticket was last
updated by its requester.


Time - Ticket last assigned
The time when the messaging ticket was last
assigned to an agent.


Time - Ticket first assigned
The time when the messaging ticket was first
assigned to an agent.


Time - Ticket type - Task due
When a messaging ticket is configured as a
task, this is the date at which the task must be
completed.


Custom ticket fields

The name of a custom ticket field. This
attribute appears only if you’ve created custom ticket
fields.
Data is available only from July 18, 2023 and
after.



Created outside business hours

Indicates whether a ticket was created within
(FALSE) or outside of (TRUE) business hours based on the
schedule applied to the messaging ticket at the time of
ticket creation.
Data is available only from July 18, 2023 and
after.



Session ended
Indicates whether the messaging ticket had a
session end
or not. Data is available only from September 29, 2025 and
after.


Session ended reason
Indicates the reason for messaging session
ended - agent ended the session, session
ended by trigger or session ended due to channel change. Data
is available only from September 29, 2025 and after.


Routing channel changed
Indicates whether the routing channel
changes from messaging to email, when
the messaging session ended. Data is available only from
September 29, 2025 and after.








Messaging goal conversions dataset



This section includes the metrics and attributes you can use
to build Explore reports based on goal conversion for messaging. See
Analyzing your messaging
tickets.
For more information about how to create reports
with Explore, see Creating reports. This article
includes the following topics:


Goal conversion metrics
Goal conversion attributes






Goal conversion metrics

This section lists and defines all the goal conversion metrics
available.


Note: To calculate the messaging goal conversion rate, divide Total
conversions by the total number of messaging conversations.











Attribute
Definition
Calculation


Total conversions
The total number of Goal conversions.
COUNT(Goal conversions)


Total transaction value
The total transaction value from Goal
conversion events.
VALUE(Total amount collected from Sales
from Goal conversion events)


% Satisfaction score
The percentage of satisfaction surveys
rated good for tickets with Goal conversions.
COUNT(Good satisfaction tickets) /
COUNT(Rated satisfaction tickets)


Conversion time
The time in seconds that the agent spends
interacting with the end user on the messaging ticket
until the Goal has been reached.
VALUE(Goal conversion achievement time -
The agent is first assigned to the ticket)








Goal conversion attributes

This section lists and defines all the goal conversion attributes
available.









Attribute
Definition


Goal name
The name of the Goal.


Ticket Id(s)> multiple
The system ID of the Ticket.


Agent assigned Id
The ID of the agent.


Agent assigned name
The name of the agent.


Agent assigned email
The email address of the agent.


Conversion time brackets
The time in seconds that the agent spends
interacting with the end user on the messaging ticket
until the Goal has been reached. Values are returned as
0-1 mins, 1-3 mins, 3-10 mins, &gt;10 mins, and no
replies.


Ticket satisfaction rating
The satisfaction rating left by the
customer on the messaging ticket. Values: Good, Bad,
Offered, Unoffered.


group_id
Id of the group the goal was assigned
to


brand_id
ID of the brand the goal was assigned to