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

# Analytics: tickets, teams & agents

> Dig into per-ticket data and compare performance across teams and agents 📊

Below the headline KPIs, the Inbox analytics page (**Analytics → Inbox**) breaks
performance down to the ticket, team, and agent level. These tables are available to
owners and analytics roles; agents see their own personal card at the end.

<Note>
  Every table has its own **Download CSV**, and the export includes more columns than
  the on-screen view — useful for deeper analysis in a spreadsheet.
</Note>

## All Tickets

A row-per-ticket table for the selected period. On screen it shows:

| Column               | What it is                                                          |
| -------------------- | ------------------------------------------------------------------- |
| **Ticket Number**    | The ticket's number.                                                |
| **Customer Name**    | The customer on the ticket.                                         |
| **Created Date**     | When the ticket was created.                                        |
| **Status**           | Open, Resolved, or Closed.                                          |
| **Current Assignee** | The team and/or agent it's assigned to.                             |
| **CSAT**             | The customer's satisfaction score and label (when CSAT is enabled). |

Click the **eye icon** on a row to open that conversation in the Inbox.

The **CSV export is much richer** — it adds fields like the ticket summary, customer
contact and channel, final topic, resolution reason, first-response and resolution
timestamps, time-to-first-response, average response time, initial/final assignees,
number of reassignments, reopen count, and CSAT — roughly two dozen columns in total.

## Teams Performance

One row per team, comparing how teams are doing.

| Column                          | What it measures                                   |
| ------------------------------- | -------------------------------------------------- |
| **Name**                        | The team (deleted teams appear as "Deleted Team"). |
| **Tickets Handled**             | Unique tickets the team worked on.                 |
| **Tickets Resolved**            | Unique tickets the team resolved.                  |
| **Average First Response Time** | Average time to the first response.                |
| **Average Resolution Time**     | Average time to resolve.                           |
| **Avg CSAT**                    | Average satisfaction score (when CSAT is enabled). |

The CSV adds reassignment counts (to others / to me) and average response time.

<img src="https://mintcdn.com/connectly/JE8Iizt5xsy5a4lY/images/inbox/analytics/teams-performance.png?fit=max&auto=format&n=JE8Iizt5xsy5a4lY&q=85&s=5aca5ac29cb505134881e8a6c6575782" alt="Teams performance table with tickets handled, tickets resolved, average first response time, average resolution time, and average CSAT" className="mx-auto" style={{ width:"80%" }} width="1278" height="258" data-path="images/inbox/analytics/teams-performance.png" />

## Agents Performance

One row per agent, with the same shape as the teams table.

| Column                          | What it measures                                   |
| ------------------------------- | -------------------------------------------------- |
| **Name**                        | The agent.                                         |
| **Tickets Handled**             | Unique tickets the agent worked on.                |
| **Tickets Resolved**            | Unique tickets the agent resolved.                 |
| **Average First Response Time** | Average time to the first response.                |
| **Average Resolution Time**     | Average time to resolve.                           |
| **Avg CSAT**                    | Average satisfaction score (when CSAT is enabled). |

The CSV adds reassignment counts and average response time.

<img src="https://mintcdn.com/connectly/JE8Iizt5xsy5a4lY/images/inbox/analytics/agents-performance.png?fit=max&auto=format&n=JE8Iizt5xsy5a4lY&q=85&s=71c2548582a59faf4a48e7a0f0ec7405" alt="Agents Performance table with total tickets handled, tickets resolved, average first response time, average resolution time, and average CSAT per agent" className="mx-auto" style={{ width:"80%" }} width="1334" height="868" data-path="images/inbox/analytics/agents-performance.png" />

## Agent Performance (your own view)

When an individual agent opens Inbox analytics, they see a single personal card with
their own numbers for the selected period:

| Metric               | What it measures                                          |
| -------------------- | --------------------------------------------------------- |
| **Reassignments**    | Times one of your tickets was reassigned to someone else. |
| **Resolutions**      | Tickets you marked as resolved.                           |
| **Tickets Closed**   | Tickets you closed.                                       |
| **Tickets Assigned** | Tickets assigned to you.                                  |
| **Close Rate**       | Share of your assigned tickets that you closed.           |