Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Agent |
The terms Explore uses, in the sense it uses them. Several mean something narrower than they sound: counting solves is not the same as counting tickets.
Building blocks
| Dataset | The body of data a report reads from. Chosen first, and it decides what is possible. |
| Metric | What you count or measure. Tickets solved, first reply time. |
| Attribute | How you group it. By agent, by month, by channel. |
| Aggregator | How values are combined: sum, average, median, count. |
| Filter | What is left out before anything is counted. A report filter is part of the report's definition; a dashboard filter is a control the reader operates, and it overrides the report's filter on the same attribute. |
Time terms
| First reply time | From ticket creation to the first public reply from an agent. |
| Full resolution time | From creation to the last time it was solved, reopenings included. |
| Requester wait time | How long the customer spent waiting, rather than how long the ticket was open. |
| Business hours | The same measures counted only within your schedule. |
Three that mislead
Solved. A status a ticket can enter more than once. Counting solves is not counting tickets.
Resolution. In Explore it means the ticket was solved. In AI billing it means something stricter. The two will not match, and both are correct.
Updates. Every change to a ticket, including automated ones. It is not a count of agent replies.
Calendar or business hours
Most time metrics exist in both forms. Mixing them in one dashboard produces figures that cannot be compared, and nothing warns you.
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