Metric definitions
MuninX calculates reply and resolution durations in seconds. The interface presents them in a readable form such as 45s, 12m 30s, or 2h 5m.
Ticket-level reply metrics
Section titled “Ticket-level reply metrics”Reply metrics measure how long customers wait for an external reply from an agent or admin. Internal notes do not count.
MuninX processes the conversation in chronological order:
- A customer message starts a waiting period.
- Additional customer messages before a staff reply update the start of that same waiting period.
- The first following external agent or admin reply completes the waiting period.
- Additional staff replies do not create more measurements until the customer sends another message.
First reply time
Section titled “First reply time”The first completed customer waiting period on the ticket.
It is measured from the latest customer message in the first unanswered customer-message block to the first following external agent or admin reply. It is not always measured from ticket creation.
Example:
- Customer writes at 09:00.
- Customer adds information at 09:05.
- Agent replies externally at 09:15.
The first reply time is 10 minutes, measured from 09:05 to 09:15.
Average reply time
Section titled “Average reply time”The arithmetic mean of all completed customer waiting periods on one ticket.
Example:
- A customer block waits 10 minutes for a reply.
- A later customer block waits 20 minutes for a reply.
The ticket’s average reply time is 15 minutes.
Maximum reply time
Section titled “Maximum reply time”The longest completed customer waiting period on one ticket. In the preceding example, the maximum reply time is 20 minutes.
Messages that do not add a measurement
Section titled “Messages that do not add a measurement”- An unanswered customer message is not included until an external staff reply follows it.
- An internal note does not complete a customer waiting period.
- A second staff message sent before another customer message does not add another reply time.
- Automated organization-authored messages are not treated as agent or admin replies.
Ticket-level resolution time
Section titled “Ticket-level resolution time”Resolution time is the elapsed time from ticket creation until a message operation results in the ticket being solved or closed.
If a solved ticket is reopened, its existing value is retained until a later message operation solves or closes it again, at which point the duration is recalculated from the original creation time.
A direct status-only update does not itself calculate a new resolution duration. A solved or closed ticket can therefore have no measured resolution time.
Report-wide duration metrics
Section titled “Report-wide duration metrics”Average first reply
Section titled “Average first reply”The unweighted average of first reply time across selected tickets that have a measured first reply.
Average response time
Section titled “Average response time”The unweighted average of each selected ticket’s average reply time.
This is a ticket-weighted average, not an average of every individual reply interval across the organization. A ticket with one completed waiting period has the same influence as a ticket with many completed waiting periods.
Average resolution
Section titled “Average resolution”The unweighted average of measured ticket resolution times across the selected tickets.
Tickets without the requested duration are excluded from these averages. Missing data means not measured, not zero seconds.
Counts and distributions
Section titled “Counts and distributions”Tickets created
Section titled “Tickets created”The number of tickets whose creation date falls in the selected period.
Open tickets
Section titled “Open tickets”Tickets created in the selected period whose latest status is open.
Solved tickets
Section titled “Solved tickets”Tickets created in the selected period whose latest status is solved. This is not generally a count of solve transitions that occurred during the period.
Tickets by status
Section titled “Tickets by status”Selected tickets grouped by their latest status.
Tickets by priority
Section titled “Tickets by priority”Selected tickets grouped by their current priority.
Tickets by customer
Section titled “Tickets by customer”Selected tickets grouped by creator. In agent view, only tickets currently assigned to that agent are included.
Agent grouping
Section titled “Agent grouping”Agent report values are grouped or filtered by a ticket’s current assignee.
For example, if Agent A sent the first reply and the ticket is later reassigned to Agent B, the ticket’s first-reply metric appears in Agent B’s current assigned-ticket reporting. It is not retained as an authorship metric for Agent A.
The same rule applies to solved-ticket counts: grouping identifies the current assignee, not necessarily the person who performed the solve action.