CS Agg Metrics Table (BETA)
cs_agg_metrics_table
The Customer Support Agg Metrics table tracks key customer support actions, including ticket creation, responses, and resolutions. Querying this table helps users analyze support team performance over time and identify patterns in response and resolution efficiency.
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 user time zone when 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 about 15 hours ago