Daily
Team, November 2026
Bonus KPIs, month to date?The bold line is month to date, which is what the bonus pays on. Dots are single days; bigger dots have more conversations, hollow dots are not final yet. The dashed yellow line is the path that reaches the next level by the month end. The pace assumes the rest of the month runs at the volume per worked shift so far, over the shifts still scheduled.
First response within 5 min?Share of first replies sent within 5 minutes of the conversation being assigned to the agent, counted on the day of the first reply. The bold line is month to date, as the bonus pays it.
75 / 85 / 90
94.1% (Stretch)187
On track for 90%: it needs 89.7% on the remaining ~2968.
First contact resolution?Assigned, not escalated conversations closed by the agent with the Resolved tag, where the customer did not write again within 24 hours. A day's dot groups conversations by the day they were assigned, so the last 2 days are not final.
28 / 30 / 32
21.2% (Below threshold)184
For 28% it needs 28.4% on the remaining ~2905. The last 2 days are not final.
Close tagging?Share of the agent's closes with an outcome tag no later than 5 minutes after the close. Higher is better; FCR pays only while it is above the gate.
gate: above 58%
87.6% (Gate met)234
Above the gate. Higher is better: tag every close.
Monitoring, by day?Not in the bonus. Bars are days, the dotted line is the month median so far, hollow bars are not final yet.
Volume
Conversations handled?Conversations the agent replied in that day. A conversation counts once per agent per day.
190
02 · median 196.0
Handled per paid hour?Conversations handled divided by the scheduled net shift hours that day (Shifts page, breaks excluded).
5.3
02 · median 18.7
Open at day end?Conversations whose last customer message is newer than their last close at 24:00, counted for the agent they were last assigned to.
95
02 · median 95.0
Inbound calls?Inbound calls to the Support RU line that day (Unitalk). Team only; answered calls are on the Calls page.
43
02 · median 43.0
Speed
Customer waiting time?Median time from the customer's first message to the first agent reply, for first replies sent that day. Below it, the month split: working hours on the working-hours clock, with their share of first messages, and out of hours as customers lived it.
10.3 min
02 · median 22.1 min
working hours 10.7 min (74%) · out of hours 12 h 17 min
Next reply time?How fast the agent answers once the dialog is under way: for every reply after the first, the time from the customer's first unanswered message to the agent's reply, counting only time when someone was on shift (Shifts page, absences out). The value is the median, the typical wait; below it, the share answered within 5 and 10 minutes, and the average wait of messages written when nobody was on shift. The hover shows the average, which a few stalled dialogs pull up.
1.3 min
02 · median 1.6 min
Month: within 5 min 91%, within 10 min 97% · out of hours 36 h 51 min
Stalled dialogs?Next replies that took over an hour of working time, counted for the agent who finally replied. Below it, the month total and what happened while the customer waited: reassigned (including Away handovers), an internal note, or an Intercom workflow; one stall can have several.
2
02 · median 2.0
Month: 2 (0.5% of next replies): reassigned 2, note 1, workflow 0
Longest wait in a conversation?For each conversation, the longest wait for any agent reply, on the working-hours clock. The value is the 90th percentile: 1 conversation in 10 had a longer worst wait.
3 h 8 min
02 · median 3 h 8 min
Time to first assignment?Median time from the customer opening the conversation to its first assignment to an agent. It shows routing and coverage, not the agent's speed.
12.6 min
02 · median 6 h 2 min
Time to close?Median time from the conversation being created to the agent's close, for closes that day.
12.9 h
02 · median 53.6
Effort and quality
Replies per closed conversation?Agent replies in a conversation up to the agent's close, averaged over that day's closes.
3.7
02 · median 3.8
Reopened within 24 h?Share of the agent's closes after which the customer wrote again within 24 hours; a thanks-only message does not count. The last day is not final.
21.5%
02 · median 21.5%
Escalation rate?Share of the conversations assigned that day that the agent transferred outside the in-house team or tagged for a technical escalation.
28.4%
02 · median 34.8%
Reassignment rate?Share of the agent's assignments that were later moved to a different agent.
30.0%
02 · median 30.0%
CSAT?Share of customer ratings 4-5. Shown once the survey brings enough ratings.
Coming later.
QA score?Average score of the lead's QC evaluations. Comes with the QA module.
Coming later.
Data through 03 Nov 2026 06:06 (Yerevan time).