The Analytics page of the Support Desk as data. The unit of work is an inquiry: a customer message that arrives while nobody has answered yet (the first message of a conversation, or the first one after a reply). Its response time is the gap to the next reply written by a person (automatic messages do not count). Muted senders and the demo conversation are excluded.

Every KPI comes with the value of the previous period of the same length. Reports are cached for an hour; refresh=1 rebuilds. Times use the project time zone. Range for period=custom is capped at 366 days and cannot end in the future.