# Understanding Metrics in Segmentation Reports

#### <mark style="color:$primary;">**What are Metrics?**</mark>

Metrics are the individual data points you select when building a Segmentation Report. Each metric measures a specific aspect of your team's performance or customer interactions. The metrics available to you depend on the Type of Report you have selected. Each report type has its own distinct set of metrics.

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#### <mark style="color:$primary;">**Metrics under Chats**</mark>

**New Chats** — The number of new chats started within the selected time period.

**Active Chats** — Chats that are currently active and ongoing at the time the report is generated.

**Chats Opened** — The number of chats that were opened within the selected time period.

**Chats Closed** — The number of chats that were closed within the selected time period.

**Chats Assigned** — The number of chats that were assigned to an agent within the selected time period.

**Waiting at Day End** — The number of chats that were still waiting for a response at the end of the working day.

**Awaiting Agent Reply** — Chats that are currently waiting for an agent to respond.

**AI Filtered Waiting at Day End** — Chats identified by AI as genuinely waiting for a response at the end of the working day, filtering out chats that are waiting but do not require an agent reply.

**AI Filtered Awaiting Agent Reply** — Chats identified by AI as genuinely awaiting an agent reply, filtering out noise from the broader awaiting pool.

**SLA Breached Chats** — The total number of unique chats that entered a breached state within the selected time period. This is a non-cumulative count, meaning each chat is counted only once regardless of how many times it breached.

**First Response (Minimum)** — The minimum time taken to send the first reply to a customer message, measured in minutes. This reflects how quickly your team responds to new customer messages.\
For deeper analysis, you can view this using aggregations like Avg, P50 (median), or P95 to understand typical vs worst-case response performance.

**Response Time** — The time taken to respond to any customer message, measured in minutes. This reflects ongoing reply speed throughout a conversation, not just the first response.\
You can analyze this using different aggregations such as Avg (overall average), P95 (SLA-focused view), or Max/Min to identify delays and fastest responses.

**Handling Time** — The total time from when a chat was opened to when it was closed, measured in minutes. This reflects how long it takes your team to fully resolve a conversation.\
Using aggregations like Avg, P90/P95, and Max helps you understand resolution consistency and identify long-running chats.\
\ <mark style="color:$warning;">**Note -**</mark>&#x20;

* **Avg (Average)** — Mean response time across all chats, useful for overall performance.
* **P95** — 95% of chats are handled within this time, ideal for SLA tracking.
* **P90 / P75 / P50** — Percentile metrics showing response time distribution (P50 = median).
* **Max** — Highest response time recorded, highlighting extreme delays.
* **Min** — Lowest response time recorded, showing fastest responses.

**Chats with at Least One Customer Message** — Chats where the customer sent at least one message within the selected time period.

**Chats with at Least Five Customer Messages** — Chats where the customer sent at least five messages within the selected time period, indicating a more engaged or involved conversation.

**Chats with at Least Ten Customer Messages** — Chats where the customer sent at least ten messages, indicating a high-engagement or potentially complex conversation.

**Irritated Chats** — Conversations where the customer expressed frustration or dissatisfaction. This metric helps identify interactions that may require follow-up or escalation.

**Chats with Template Sent** — Chats where at least one WhatsApp template was sent to the customer.

**Chats with Template Delivered** — Chats where at least one WhatsApp template was successfully delivered to the customer's device.

**Chats with Template Read** — Chats where at least one WhatsApp template was opened and read by the customer.

**Chats with Template Failed** — Chats where a WhatsApp template failed to be delivered to the customer.

**Chats with CTA Button Clicked** — Chats where the customer clicked a call-to-action button on a WhatsApp template.

**Chats with Outgoing Call Dialed** — Chats where an outgoing WhatsApp call was initiated.

**Chats with Outgoing Call Connected** — Chats where an outgoing WhatsApp call was successfully answered and connected.

**Chats with Missed Outgoing Call** — Chats where an outgoing call was dialed but not answered by the customer.

**Chats with Call Consent Received** — Chats where the customer gave consent before an outgoing call was initiated.

**Chats with Incoming Call Received** — Chats where an incoming WhatsApp call was received.

**Chats with Incoming Call Connected** — Chats where an incoming WhatsApp call was successfully connected.

**Chats with Missed Incoming Call** — Chats where an incoming call was received but not answered.

***

#### <mark style="color:$primary;">**Metrics under Messages**</mark>

**Total Messages** — Total number of messages exchanged during the selected time period.

**Incoming Messages** — Messages received from customers during the selected time period.

**Outgoing Messages** — Messages sent to customers during the selected time period.

**Irritated Messages** — Messages where customers expressed frustration or negative sentiment.

**Template Sent** — A WhatsApp template was sent to the customer.

**Template Delivered** — A WhatsApp template was successfully delivered to the customer.

**Template Read** — A WhatsApp template was read by the customer.

**Template Failed** — A WhatsApp template failed to be delivered to the customer.

**CTA Button Clicked** — A template CTA button was clicked by the customer.

**Template Cost** — The total cost of outgoing templates sent during the selected time period.

***

#### <mark style="color:$primary;">**Metrics under Telephony**</mark>

**Outgoing Calls Dialed** — Total number of outgoing WhatsApp calls dialed during the selected time period.

**Outgoing Calls Connected** — Total number of outgoing calls that were successfully connected.

**Missed Outgoing Calls** — Total number of outgoing calls that were not answered by the customer.

**Call Consent Received** — Total number of outgoing call consent events received.

**Incoming Calls Received** — Total number of incoming WhatsApp calls received.

**Incoming Calls Connected** — Total number of incoming calls that were successfully connected.

**Missed Incoming Calls** — Total number of incoming calls that were missed.

***

#### <mark style="color:$primary;">**Metrics under Team Members**</mark>

**Active Members** — The number of team members who were active during the selected time period.


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