> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/ticket-and-agent-metrics-overview.md).

# Ticket and Agent Metrics Overview

LimeChat metrics help you understand how your support team is performing across tickets, agents, bots, SLAs, and customer experience.

These metrics answer questions like:

* How long did customers wait for the first reply?
* How long did tickets stay in queue?
* Which agents are responding quickly?
* Which tickets breached SLA?
* How much time was spent with the bot before agent handoff?
* Which issue categories are driving delays?

### How reports are structured

LimeChat provides two main raw reports:

| Report                 | Granularity                     | Use this for                                                                  |
| ---------------------- | ------------------------------- | ----------------------------------------------------------------------------- |
| Ticket Overview Report | One row per ticket/conversation | Ticket lifecycle, customer experience, SLA, bot handoff, queue time           |
| Agent Overview Report  | One row per agent assignment    | Agent performance, reassignment tracking, agent-level FRT and resolution time |

### Key concept

A ticket can have one customer journey but multiple agent ownership windows.

Example:

A customer ticket is first assigned to Agent A, then reassigned to Agent B, and finally resolved by Agent B.

In the Ticket Overview Report, this appears as one row.

In the Agent Overview Report, this appears as two rows:

| Row | Agent   | Why                                |
| --- | ------- | ---------------------------------- |
| 1   | Agent A | First assignment window            |
| 2   | Agent B | Reassignment and resolution window |

### Which metric should I use?

| Question                                          | Recommended metric                      |
| ------------------------------------------------- | --------------------------------------- |
| How long did the customer wait for a human reply? | Company FRT                             |
| How fast did the assigned agent reply?            | Ticket FRT / Agent FRT                  |
| How long did the ticket wait before assignment?   | Queue Time                              |
| How long did the full customer journey take?      | Overall Resolution Time                 |
| Did the ticket breach SLA?                        | FRT Breached, NRT Breached, RT Breached |
| Was the ticket handled by bot before handoff?     | is\_handled\_by\_bot, is\_handoff?      |