Most report numbers mean what their name suggests. These are the ones that don't, or where the definition changes how you should read them.
New tickets — conversations created in the period.
New tickets by final category and Unique new tickets by first category — the same tickets grouped by what they became, and by how they arrived.
Open tickets — a live count, not a total for the period.
The two category counts diverging is a signal in itself: it tells you how often a conversation ends up somewhere other than where it landed.
Ticket replies — how many replies were sent, so one long conversation counts several times.
Tickets replied to and Tickets worked on — how many distinct conversations were touched. These are the fairer measures of a person's day.
Tickets without comments rate — the share of created tickets that never received a single comment.
Average conversation rating — the mean of the ratings you received.
Rated conversations — how many came back.
Rating coverage — rated conversations as a percentage of those created.
Read the average against the coverage, always. A 4.8 from six percent of customers describes the six percent who felt strongly enough to answer, and those are rarely the quietly disappointed ones.
Compliant and breached counts, plus the rate between them, measured against the target set on the team or the project.
Because the target is yours to choose, the compliance figure says as much about the target as about the team. Comparing it across periods only means something if the target didn't move.
Deflection is the share of conversations Kai took part in that never turned into a request for a human — so if it was involved in a hundred and twenty asked for support, deflection is eighty percent. Routed-to-agent is the same population counted the other way round.
Both come in a per-conversation and a per-person version. Answers, no-answers and the rating counts complete the picture, and none of them should be read without the others.
