Statistics Metrics — Reference

The Statistics module provides detailed metrics for assessing contact center work efficiency. You can analyze operator work, FastLine and Copilot efficiency, client satisfaction, and other indicators.

Metric Groups

Metrics are organized by dashboards and groups:

• Dialogues — basic dialogue information
• Requests — general request statistics
• Operators — operator work metrics
• FastLine — AI bot efficiency
• Copilot — AI assistant usage for operators
• CSAT — client satisfaction
• FCR — first contact resolution
• FRT — first response time (SLA metrics)
• Users — user statistics
• Topics — metrics by dialogue topics

Dialogue Metrics

Basic Information

Dialog ID and channel — unique dialogue identifier and communication channel, link to chat room.

Channel — communication channel through which the dialogue is conducted (Telegram, Viber, WhatsApp, etc.).

Source platform (Web Widget channel) — where the chat was opened: web browser or embedded chat in a mobile app (iOS/Android). The widget sets this automatically or you can pass it from your site; it appears in reports and dashboards (including Metabase). See What is ConnectiveOne Widget.

Source site (Web Widget channel) — hostname of the page where the client opened the widget (for example, shop.example.com). The widget detects it automatically from the embedding page URL; to override, pass source_hostname in params_from_site at initialization (your value takes priority). Stored in dialogue statistics so you can split traffic when the same widget is installed on multiple sites.

Bot — bot name to which the client wrote.

Outgoing — indicator that specifies whether the dialogue is outgoing (initiated by operator).

Dialogue opening date and time — date and time of dialogue creation.

Dialogue closing date and time — date and time of dialogue completion by operator, auto-closure, or closure by client.

Dialogue duration, sec — total dialogue duration in seconds, calculated from creation to closure.

Statuses and Topics

Topic — dialogue topic, including "No topic" variant, with which the dialogue was closed.

Status — dialogue status with which it was closed.

Tags — tags assigned to the dialogue at the time of closure.

Skill group — list of skill groups determined by the dialogue topic assigned to the dialogue at the time of closure.

Operator comment — comment left by the operator when closing the dialogue.

Time and Speed

Operator response time, sec — time in seconds until the operator's first response for this dialogue.

Operator connection through, sec — time in seconds until operator connection to the dialogue. Calculated between manual connection date-time and chat creation date. 0 — if the system auto-connected the operator.

Average operator response speed within dialogue, sec — average operator response time within the dialogue in seconds.

Time in queue, sec — time between dialogue creation and auto-connection of operator to it.

Time in queue — time the dialogue spent in queue.

Additional Information

Additional operators connected to dialogue — indicator that specifies additional operator connection to the dialogue. Also set during dialogue transfer to another operator.

Completed by timeout — indicator that specifies that the dialogue was completed automatically by timeout.

chat_id — Chat_id of the user who wrote.

Repeat request — indicator that specifies that the user contacted again.

Request Metrics

Number of requests (dialogues) — number of created dialogues.

Number of incoming — total number of incoming chats for the reporting period.

Number of outgoing — total number of outgoing chats for the reporting period.

Total number of chats with response — total number of chats with response for the reporting period.

Number of dialogues closed automatically by timeout — number of dialogues closed automatically by timeout specified in general settings or in the operator connection block.

Duration and reaction time (Appeals tab, native statistics)

On the Appeals tab, Duration indicators shows average and total dialogue duration, time in queue, and closed by inactivity.

The Reaction time block has three separate KPIs:

Average operator reaction time — average seconds until the operator joins the dialogue (queue / assignment wait). Can be high over long periods when many dialogues waited in queue.

Average first reaction time — average time from operator join to their first reply to the client. Use for SLA “first response after taking the chat” when connection time skews the picture.

Dialogs with reaction time anomaly (>1 day) — count of dialogues where time until join exceeded one day. Helps separate rare outliers from typical load.

See How to read duration and reaction metrics.

Operator Metrics

Dialogue Acceptance

Number of accepted dialogues — operator connected first to the dialogue themselves or through auto-distribution, or by any other method. On the Operators tab this metric appears in the Accepted column.

Cross-tab consistency: if you sum Accepted across all operators for the same period and filters, the result matches Accepted by operators in the Summary for the period (all operators) block on the Service quality tab. Each closed dialogue is counted once.

Number of unaccepted (missed) dialogues — operator was online when the dialogue without operators closed (through timeout, closed by client themselves, mass closure, etc.).

Percentage of accepted dialogues — percentage of dialogues the operator accepted from total available.

Number of accepted dialogues in target 5min — number of dialogues accepted within 5 minutes.

Percentage of accepted dialogues in target 5 min — percentage of dialogues accepted within 5 minutes.

Transfer and Addition

Number of dialogues transferred by operator — number of dialogues where the operator was first, but overall there was more than one operator in the dialogue (this indicator also includes operator addition).

Number of dialogues to which operator was added — number of dialogues where the operator was connected not first, but second, third, and so on.

Number of dialogues to which second operator was connected — number of dialogues to which a second operator was connected.

Total number of dialogues in which operator participated — either dialogue initially taken by operator, or one transferred to them, or dialogue to which operator was added through joining, or one to which they joined themselves.

Time and Productivity

Online time — number of operator hours worked (when operator was online) for the reporting period.

Chats per hour — average number of processed chats per operator per hour. Closed chats for the entire day divided by number of working hours.

Average operator response (connection) time in seconds — time it took operator to join the dialogue.

Average dialogue duration min:sec — this is the time a specific operator spent in chat. Calculated from connection date-time to operator disconnection within each dialogue to which the operator connected.

Average operator response speed within dialogue — time between client and operator messages, recorded when dialogue is completed. Calculated as average of (operator response date-time to last client message minus last client message date-time) across the entire dialogue.

Total dialogue duration — total time of operator participation in all dialogues. Participation — difference between connection and disconnection, divided by total sum of chats.

FastLine Metrics

FastLine Efficiency

Number of requests (dialogues) — number of created dialogues with FastLine.

Closed FastLine without operator — number of dialogues closed by FastLine without operator connection (including dialogues closed by timeout).

Percentage of dialogues closed FastLine without operator — percentage of dialogues closed by FastLine without operator connection (including dialogues closed by timeout).

Number of dialogues to which operator was connected — number of FastLine dialogues to which an operator was connected.

Percentage of dialogues to which operator was connected — percentage of FastLine dialogues to which an operator was connected.

Time Saved

Time saved thanks to FastLine — time operators saved thanks to FastLine independently completing dialogues without their participation (including dialogues closed by timeout).

Average dialogue closure time by operator without FastLine — time that on average goes to operator for closing a dialogue without FastLine help.

Time saved until operator connection — time during which FastLine worked with dialogues before transfer to operator.

Token Usage

Total LLM tokens used — total number of tokens used by FastLine for the reporting period.

Average number of LLM tokens per dialogue — average number of tokens used by FastLine per dialogue for the reporting period.

Dialogue Duration

Average dialogue duration — this is the time FastLine spent in chat. Calculated from FastLine connection to its disconnection by timeout or dialogue redirection to operator.

Total dialogue duration — total time of FastLine participation in all dialogues. Participation — difference between connection and disconnection (including closure by timeout).

AI Answers (Fast Line Pro)

The Fastline tab includes a section that counts successful AI generations via Fast Line Pro (Dify integration), Copilot, AI QA, and knowledge base integration plugin requests (for example, AI Vision during automated KB updates). One successful call = one AI Answer. Failed attempts are not counted.

How to read the report: the three breakdown metrics (Answers provided to clients + Copilot hints + Integration plugin) sum to Total AI Answers provided.

Same total elsewhere: Settings → Instance statistics (root only) — Total AI Answers provided card for the selected period, aligned with the Fastline report.

Classic Fast Line (knowledge base without Dify Pro) is not included in these metrics — see FastLine efficiency metrics above.

Copilot Metrics

Copilot Usage

Total requests — total number of unique requests from clients recorded in the system. Operator-initiated requests are not included in the calculation.

Requests with Copilot initiated — number of requests where Copilot was connected to the dialogue and opened for interaction.

Messages from client — total number of messages sent by client within the request.

Copilot found answer — number of client messages for which Copilot was able to find an answer in the knowledge base or suggest relevant information.

Copilot Efficiency

% usage — percentage ratio of requests where operator used Copilot answers to total number of requests with connected Copilot.

Number of clicks "Confirm and send" — number of cases when operator clicked "Confirm and send" button, accepting suggested answer from Copilot without changes.

Number of clicks "Edit" — number of cases when operator chose "Edit" option, changing answer suggested by Copilot before sending.

Copilot hint was not used — number of client messages in response to which Copilot provided answer options, but none were used by operator (there was no click on "Confirm and send" or "Edit" buttons).

Impact on Quality

Average dialogue duration — average time of active interaction in dialogues with client (in seconds). Metric compares dialogues where Copilot was used and those where it was not used.

Copilot CSAT — client satisfaction indicator in dialogues where Copilot was used, compared to those where it was not used. Determined based on average rating left by clients after interaction completion.

CSAT Metrics

Average CSAT rating for period — average client satisfaction rating (CSAT) for the reporting period.

CDSAT — percentage of chats for the reporting period with ratings "1" and "2" (low satisfaction).

Number of surveys — number of dialogues with surveys.

Survey percentage — what percentage of all dialogues had satisfaction surveys (CSAT).

Percentage of incoming chats with ratings — percentage of chats with ratings from all incoming chats for the reporting period.

Summary on the Service Quality tab

In native statistics (Statistics module, Service quality tab), the Summary for the period (all operators) block shows period aggregates:

The Rating scale filter limits CSAT metrics to 1–5 (standard) or 0 / 5 / 10 (poor / average / excellent). See How to view the quality period summary.

FCR (First Contact Resolution) Metrics

FCR 24h — percentage of repeat requests from users within 24 hours.

FCR 48h — percentage of repeat requests from users within 48 hours.

FCR 72h — percentage of repeat requests from users within 72 hours.

💡 Note: FCR (First Contact Resolution) — metric that tracks repeat requests. A request is considered resolved on first contact if the client did not contact again with the same question.

Calculation logic (technical)

Metrics are based on chat_close events in the KwStatistics collection. Fields data.fcr24, data.fcr48, data.fcr72 store the count of previous client requests within the respective time window: 0 — no repeat, 1+ — repeat contact. FCR is calculated as the share of dialogues where data.fcrX > 0 out of the total number of closed dialogues.

FRT (First Response Time / SLA) Metrics

SLA 1m — percentage of dialogues in which first response was sent within 1 minute.

SLA 2m — percentage of dialogues in which first response was sent within 2 minutes (including 1 min).

SLA 3m — percentage of dialogues in which first response was sent within 3 minutes (including 1 min and 2 min).

SLA 5m — percentage of dialogues in which first response was sent within 5 minutes (including 1 min, 2 min, and 3 min).

SLA 10m — percentage of dialogues in which first response was sent within 10 minutes (including 1 min, 2 min, 3 min, and 5 min).

💡 Note: SLA metrics (Service Level Agreement) — key efficiency indicators applied to dialogues for controlling time of certain actions.

User Metrics

Number of unique users — number of unique users for the reporting period.

Number of active users — number of bot users per day who performed any actions. Action — scenario transition, even if transition was made through broadcast.

Number of registered users — number of users entered in the Clients section.

Number of users blocked by operators — users blocked by an operator or administrator through moderation in ConnectiveOne (system ban). Does not include users who blocked the bot in Telegram.

Users who blocked the bot in Telegram — Telegram users who blocked the bot in a private chat. The counter does not decrease when the user unblocks the bot. Available for the Telegram channel only.

On the Blocked users tab, these metrics are shown alongside the number of registered users.

Metrics by Topics

Topic — list of topics, including "No topic".

Metrics by topics allow analyzing efficiency of work with different types of requests. They include:

• Number of dialogues by topic
• Average processing time by topic
• CSAT by topic
• Number of operators who worked with the topic

Metabase Dashboards

Metrics are organized by dashboards for convenient navigation:

• Dialogues — detailed information about each dialogue
• Requests — general request statistics
• Operators — operator work metrics
• Operator Workload — operator workload analysis
• Topics — metrics by dialogue topics
• FastLine — AI bot efficiency
• Service Quality — CSAT and other quality metrics
• Service Metrics — FCR, FRT, and other SLA metrics
• Users — user statistics
• Custom Boards — custom dashboards created specifically for the company

Related Materials

• How to pass parameters from the website (widget metadata)
• How to view the quality period summary
• How to read duration and reaction metrics on Appeals
• View dashboards
• Create and configure funnel
• Configure CSAT
• View operator schedule
• Export statistics data