> For the complete documentation index, see [llms.txt](https://docs.bird.com/connectivity-platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bird.com/connectivity-platform/inbox-reporting/inbox-reports-glossary.md).
# Inbox reports glossary
## Tickets created
| Purpose | Enables you to track the number of tickets created as a result of inbound and outbound messages. |
| ---------- | ------------------------------------------------------------------------------------------------ |
| Definition | Count the unique tickets created during the time period of the report. |
| Data Type | Historical |
| Location | Board view: Main metric cards.
Stats view: Tickets created.
|
| FAQ | Outbound tickets are not included in the tickets created count. |
## Tickets resolved
| Purpose | Enables you to track the number of tickets resolved in Inbox. |
| ---------- | ------------------------------------------------------------------------ |
| Definition | Count of unique tickets resolved during the time period of the report. |
| Data Type | Historical |
| Location | Board view: Main metric cards.
Stats view: Tickets created.
|
| FAQ | Outbound tickets are not included in the tickets resolved count. |
## Average first response time
*Previously “average response time”.*
| Purpose | Enables you to track the average length of time a contact has to wait initially before they receive a reply from an agent. |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Definition | The average time it takes to send the first message on a ticket during the time period of the report. This is a contact point-of-view metric.
First response time = (Time agent first replied - Time ticket created)
|
| Data Type | Historical |
| Location | Board view: Main metric cards.
Stats view: Tickets created.
|
| FAQ | - Outbound tickets are included in the average first response time calculation.
- Tickets created during the time period of the report are analyzed when calculating the average first response time.
|
## Average resolution time
| Purpose | Enables you to track the average length of time a contact has to wait before their issue is resolved. |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Definition | The average time it takes to resolve a ticket in Inbox during the time period of the report. This is a contact point-of-view metric.
Resolution time = (Time ticket resolved - Time ticket created)
|
| Data Type | Historical |
| Location | Board view: Main metric cards.
Stats view: Tickets created over time.
|
| FAQ | - Outbound tickets are not included in the average resolution time calculation.
- If a ticket gets reopened, the previous resolution of the ticket is invalidated and a new resolution time will be assigned when the ticket is resolved again.
- Tickets resolved during the time of report are analyzed when calculating the average response time.
|
## Tickets in queue
| Purpose | Enables you to track the number of unassigned tickets in Inbox |
| ---------- | --------------------------------------------------------------------------------- |
| Definition | Count of unique unassigned tickets in Inbox during the time period of the report. |
| Data Type | Real-time |
| Location | Real-time report: Main metric cards. |
| FAQ | Both outbound and inbound tickets are included in this metric. |
## Tickets assigned
| Purpose | Enables you to track the number of assigned tickets in Inbox |
| ---------- | ---------------------------------------------------------------------------- |
| Definition | Count unique assigned tickets in Inbox during the time period of the report. |
| Data Type | Real-time. |
| Location | Real-time report: Main metric cards. |
| FAQ | Both outbound and inbound tickets are included. |
## Agents available
| Purpose | Enables you to track the available agents in Inbox |
| ---------- | --------------------------------------------------------- |
| Definition | Sum of agents that have ‘available’ or ‘busy’ status set. |
| Data Type | Real-time |
| Location | Real-time report: Main metric cards. |
---
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