> 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-in-action.md).

# Inbox reports in action

Inbox reports enable you to analyze the important metrics and understand the efficiency of your team. There are several metrics you can use to understand how your team is performing and serving the customers. 

In this article we will dive deeper into the following metrics:

1. Average first response time.
2. Average resolution time.

The examples below illustrate some common scenarios your team may encounter and show how these metrics are measured in each case. 

 

## Example 1 

Anna is a customer support representative at Acme Corp. 

**Events timeline**

| Time | Event                                         |
| ---- | --------------------------------------------- |
| 0900 | An inbox ticket is created.                   |
| 0910 | Anna accepts the ticket.                      |
| 0911 | Anna sends the first message to the contact.  |
| 0915 | The contact sends a message.                  |
| 0920 | Anna sends the second message to the contact. |
| 0930 | Anna resolves the ticket.                     |

 

**First response time**

*First response time = (Time agent first replied - Time ticket created)*

*First response time  = ( 0911 - 0900) = 11 minutes*

 

**Resolution time**

*Resolution time = (Time ticket resolved - Time ticket created)*

*Resolution time = 0930 - 0900 = 30 minutes*

 

## Example 2 

Anna and Bob are customer support representatives at Acme Corp. 

**Events timeline**

| **Time** | **Event**                                     |
| -------- | --------------------------------------------- |
| 0900     | An inbox ticket is created.                   |
| 0910     | Anna accepts the ticket.                      |
| 0911     | Anna sends the first message to the contact.  |
| 0915     | The contact sends a message.                  |
| 0920     | Anna sends the second message to the contact. |
| 0930     | Anna resolves the ticket.                     |
| 0945     | Bob reopens the ticket.                       |
| 0945     | Bob responds to the contact.                  |
| 1000     | The contact sends a message.                  |
| 1015     | Bob resolved the ticket                       |

 

**First response time**

*First response time = (Time agent first replied - Time ticket created)*

*First response time  = ( 0911 - 0900) = 11 minutes*

 

**Resolution time**

The ticket was first resolved at 0930 but reopened at 0945, hence the previous resolution time on the ticket is invalidated and resolution time is calculated again after the ticket is resolved. 

 

*Resolution time = (Time ticket resolved - Time ticket created)*

*Resolution time = 1015 - 0900 = 75 minutes*

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