Metrics Reference
What every tile and chart on the Analytics page measures, and how.
Unless stated otherwise, every metric covers interrupts opened within the selected timeframe, filtered by the selected scope. "Time to answer" always means the time from an interrupt being opened to the moment its last action request was decided.
Headline tiles
| Tile | Value | Detail |
|---|---|---|
| Interrupts opened | How many interrupts arrived in the window. | The count for the previous window, with a percentage change. The change is shown neutrally - volume is neither good nor bad. |
| Answered rate | The share of those interrupts that have been answered. | answered of opened. |
| Median time to answer | The median time to answer across interrupts opened in the window that have been answered. | The average alongside it, and the change against the previous window's median - red when answers got slower, green when faster. |
| Sessions monitored | How many Live View sessions started in the window. | The total agent time they cover, in hours. Sessions still running count up to now. |
Medians are used for the headline figure because a handful of interrupts left open over a weekend would otherwise swamp the average; the average is shown next to it so you can see when the two diverge.
Charts
Time to answer
A line chart, one point per day, of the median (solid) and average (dashed) time to answer for interrupts opened that day. Days with nothing answered leave a gap in the median line.
Interrupt volume
A stacked area chart of interrupts opened per day, split into Answered and Still open. The total height of a day is its intake; the Still open band on recent days shows the backlog forming.
Common classifications
A horizontal bar per classification, in the classification's colour, counting interrupts opened in the window. Interrupts that arrived with no classification are gathered under Unclassified. Shows the top eight.
Decisions taken
A donut of every decision reviewers made within the window, by kind - Approved, Responded, Edited, Rejected - with the total in the centre. Two things make this chart different from the others: it counts action requests rather than interrupts (an interrupt with three action requests contributes three decisions), and it's keyed on when the decision was made rather than when the interrupt arrived, so decisions made this week on last month's interrupts are included.
Time to answer by team
A horizontal bar per team showing the team's median time to answer, fastest first. Every team is always shown - the scope's team is highlighted rather than the others hidden - and a team with nothing answered in the window appears without a bar. With no teams created, the chart asks you to create some.
Time to answer by member
The same, per member, for the twelve members who answered the most interrupts in the window. Under a Team scope only that team's members appear; under a User scope the chosen member is highlighted.
Priority mix
A single bar showing the share of classified interrupts at Low, Medium and High priority, with percentages underneath. Unclassified interrupts have no priority and are left out.
When interrupts arrive
A heatmap of the week - days down the side (Monday first), hours across - shaded by how many interrupts arrived in each hour. Darker is busier; hover a cell for the count. Hours are UTC. This is the chart to use when setting workload management coverage and the escalation chain: it tells you when work lands and nobody is online.
What isn't here
A few things people look for that Analytics doesn't currently report, so you know where to look instead:
- Escalations - the count of currently escalated interrupts and sessions is on the organisation's Home page.
- Argus spend - under
Settings > Argusand on the Billing tab. - Usage against your plan - interrupts, monitoring hours and seats used this month are on the Billing tab.
- Per-member decision counts or approval rates - only median time to answer is broken out per member and per team today.