Customer Support Agg Metrics Table (BETA)

cs_agg_metrics_table

The Customer Support Agg Metrics table provides daily aggregated support KPIs, including ticket volume, response time, and resolution time. One row per day.

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Table Guide
What You Can Answer With This Table

Is our first response time improving over time? — use median_first_response_time, group by event_date

How many tickets are we creating vs. closing each day? — use tickets_created, tickets_closed

What is the trend in ticket resolution time? — use median_resolution_time, group by event_date

Before You Query

Required field: event_date

Pre-aggregated daily data: Metrics are already aggregated per day. median_first_response_time and median_resolution_time are daily medians. When querying across multiple days, the values are averaged across daily medians, not recalculated from individual tickets.

When to Use a Different Table

Need ticket-level detail → CS Tickets table. CS Tickets has individual ticket data (agent, channel, status, tags, order attribution); Agg Metrics only provides daily totals and medians.

Need message-level detail → CS Messages table. CS Messages has individual message content and conversation flow.

View the full Triple Whale Data Ontology →

Dimensions

Dimensions are immutable properties that can be used for grouping data.

Title	ID	Type	Description
Event Date	`event_date`	date	The date of the customer support event. Based on the shop time zone at the moment of the event (or the user time zone, if no sales platform is connected).
Event Day	`event_date.day`	date	The day the customer support event occurred. Derived from `event_date`.
Event Week	`event_date.week`	date	The Sunday of the week during which the customer support event occurred. Derived from `event_date`.
Event Month	`event_date.month`	date	The month during which the customer support event occurred. Derived from `event_date`.
Event Quarter	`event_date.quarter`	date	The first month of the quarter during which the customer support event occurred. Derived from `event_date`.
Event Year	`event_date.year`	date	The year during which the customer support event occurred. Derived from `event_date`.

Measures

Measures are numeric fields that can be aggregated and/or combined to calculate new metrics.

Title	ID	Type	Description
Median First Response Time	`median_first_response_time`	numeric	The median time taken for the first response to a customer support ticket during the period selected.
Median Resolution Time	`median_resolution_time`	numeric	The median time taken to resolve a customer support ticket during the period selected.
Tickets Closed	`tickets_closed`	numeric	The total number of tickets closed during the period selected.
Tickets Created	`tickets_created`	numeric	The total number of new tickets created during the period selected.
Tickets Replied	`tickets_replied`	numeric	The total number of tickets with at least one reply during the period selected.

Updated 7 days ago