Supported metrics

Theymes provides a comprehensive library of real-time metrics designed to help teams understand and optimize their support operations. With dozens of available data points, you can measure everything from ticket handling efficiency and agent performance to article effectiveness and AI-driven support quality.

You can also apply filters to any metric, allowing you to build your own custom views and derived KPIs on top of the base metrics. By filtering by agent, channel, game, time range, platform, or any other supported attribute, you can tailor metrics to specific workflows or audiences, effectively creating new metrics that answer your unique operational questions.

Ticket metrics

Ticket metrics let you measure performance at both the ticket and agent level. By default, metrics are shown per ticket, but you can view agent or team specific insights by grouping the data by assignee or team.

Metric Name	Description
Agent messages	Number of support agent messages sent per ticket.
Agent messages to close	Number of support agent messages sent per ticket until closed.
Assigned tickets	Number of assigned tickets.
Average agent messages to resolution	Number of support agent messages sent per ticket until closed.
Average player messages to resolution	Number of player messages received per ticket until closed.
Average player wait time	Time from ticket creation to the first support agent reply.
Average time to first response	Time from ticket creation to the first support agent reply.
Average time to resolution	Time from ticket creation to closure.
Average time to response	Time from the player's message to the support agent's reply.
Average time to response (from latest message)	Time from the player's latest message to the support agent's reply when players have sent multiple messages in a row.
Backlog wait time	Time for the ticket to be taken away from backlog. Ticket stays in backlog until the player receives a reply or the ticket is closed.
Closed tickets	Number of closed tickets. Tickets are included based on their closed date.
Created tickets	Number of created tickets.
CSAT	Customer satisfaction score given by players.
FCR	The number of tickets that were fully resolved on the first agent reply, without being reopened.
FCR rate	The percentage of resolved tickets that were fully resolved on the first agent reply without being reopened, compared to the total number of resolved tickets..
Open tickets	Number of tickets that are open at the end of the selected timeframe.
Pending time from assign	Time from when a ticket is assigned to the assignee's first activity. The following activities are considered: replying, reassigning, closing or putting the ticket on hold. Time is not counted while the ticket is on hold.
Player messages	Number of player messages received per ticket.
Player messages to close	Number of player messages received per ticket until closed.
Rejected tickets	Number of rejected tickets. Tickets are included in the timeframe based on their closed date.
Reopen rate	Percentage of closed tickets that were reopened. Calculated as reopened tickets divided by total closed tickets. Tickets are included in the timeframe based on their closed date.
Reopened tickets	Number of tickets that were reopened after being closed. Tickets are included in the timeframe based on their closed date.
Resolution acceptance ratio	The percentage of resolved tickets that were not reopened, compared to the total number of resolved tickets.
Resolved tickets	Number of resolved tickets. Tickets are included in the timeframe based on their closed date.
Time to close	Time from ticket creation to closure.
Time to first response	Time from ticket creation to the first support agent reply.
Time to response	Time from the player's message to the support agent's reply.
Time to response (from latest message)	Time from the player's latest message to the support agent's reply when player has sent multiple messages in a row.
Time to response from assign	Time from when a ticket is assigned to the assignee's first reply. Time is not counted while the ticket is on hold.

Article metrics

Our article metrics also reveal how effectively the AI supports players. Any time the assistant fails to help, it is captured in the deflect rate. Combined with our reporting, it is easy to spot content or knowledge gaps that need attention.

Metric Name	Description
Article AI responses	Number of times an article was cited or referenced by the AI assistant in answers.
Article did not help	Number of times players indicated that an article was not helpful.
Article helped	Number of times players indicated that an article was helpful.
Article views	Number of times help center articles were viewed.
Deflect rate	Deflect rate is calculated by comparing article views and assistant responses to players who started tickets. Any articles which players read or are shown in assistant responses during a player session are considered to have failed to deflect if a ticket was started during the same session.

Activity metrics

Agent activity is tracked on a hourly basis.

Metric Name	Description
Available agents	Number of support agents who have been available during the selected period.
Unavailable agents	Number of support agents who have not been available during the selected period.

Retention metrics

Retention metrics can be enabled to reveal how your support interactions influence long-term player behavior, offering a deeper view into operational impact. Please reach out to your Theymes representative if you’d like to enable retention metrics for your game.

Metric Name	Description
1-day retention	Percentage of players who returned to the game one day or later after their ticket was closed.
14-day retention	Percentage of players who returned within fourteen days or later after their ticket was closed. 14-day window.
3-day retention	Percentage of players who returned within three days or later after their ticket was closed. 3-day window.
30-day retention	Percentage of players who returned within thirty days or later after their ticket was closed. 30-day window.
7-day retention	Percentage of players who returned within seven days or later after their ticket was closed. 7-day window.

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