---
updatedAt: 2026-05-14T14:52:26.000Z
agentTools:
  projectIndex: https://triplewhale.readme.io/llms.txt
---

# 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.

> 📋 Table Guide
>
> **What You Can Answer With This Table**
>
> * How are ticket creation and closure volume trending? — use `tickets_created`, `tickets_closed`, group by `event_date`
> * Are response and resolution times improving? — use `median_first_response_time`, `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**
>
> * Use [CS Tickets table](https://triplewhale.readme.io/docs/cs-tickets-table) when you need individual ticket data such as agent, channel, status, tags, or order attribution. The Customer Support Agg Metrics table is for daily support totals and medians.
> * Use [CS Messages table](https://triplewhale.readme.io/docs/cs-messages-table) when you need individual message content or conversation flow. The Customer Support Agg Metrics table is for daily support aggregates.
>
> *[View the full Triple Whale Data Ontology →](https://triplewhale.readme.io/docs/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.                       |