> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apyconnect.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Metrics glossary

> What each number in your reports means and how to read it.

For your reports to be useful, it helps to know what each indicator measures. Here are the most important ones in plain words.

## Volume

| Metric                     | What it means                                            |
| -------------------------- | -------------------------------------------------------- |
| **Conversations received** | How many conversations came in during the period.        |
| **Conversations closed**   | How many were resolved and closed.                       |
| **Messages**               | How many messages were exchanged (inbound and outbound). |

## Times

| Metric                  | What it means                                                       | Why it matters                                                   |
| ----------------------- | ------------------------------------------------------------------- | ---------------------------------------------------------------- |
| **First response time** | How long the team took to give the **first** reply to the customer. | It's what the customer notices most: how quickly they're helped. |
| **Resolution time**     | How long, in total, the conversation took to close.                 | Measures how quickly you resolve from start to finish.           |
| **Queue wait time**     | How long the conversation waited before an agent took it.           | Detects staffing bottlenecks.                                    |

<Note>
  Averages are calculated over the conversations in the period. A good first response time usually matters more than the total: reply soon, even if resolution takes longer.
</Note>

## Quality

| Metric                  | What it means                                                                            |
| ----------------------- | ---------------------------------------------------------------------------------------- |
| **CSAT (satisfaction)** | The average rating customers leave after being helped.                                   |
| **SLA compliance**      | What percentage of cases met the times you set for yourself. See [SLA](/en/ajustes/sla). |

## Team

| Metric                   | What it means                                                                                        |
| ------------------------ | ---------------------------------------------------------------------------------------------------- |
| **Offered / handled**    | Conversations that were offered to the queue and how many were accepted.                             |
| **Agent occupancy**      | How much time was spent available, busy, or away.                                                    |
| **Adherence**            | How closely the team stuck to the planned shifts. See [Schedules and shifts](/en/analisis/horarios). |
| **Performance by agent** | Conversations handled, times, and satisfaction for each person.                                      |

## How to use the reports

* **Filter** by dates, channel, queue, or agent to narrow down what you analyze.
* **Compare periods** to see if you're improving.
* **Export to CSV** for your own analysis or to share. See [Analytics and reports](/en/analisis/reportes).

<Tip>
  Start with two numbers: **first response time** and **CSAT**. Together they tell you whether you respond fast and whether the customer ends up happy.
</Tip>