Hi @juanc.otavo !

Great question — I, too, have been trying to decipher how to recreate these custom metrics, especially since there isn’t a CSV download option for the top sections in the reports that have the Kustomer-generated figures.

For the First Contact Resolution Rate, it looks like the chart calculation is:

Conversations with status ‘done’ and direction ‘in’ with a messageCount greater than 0, which also do not have a reopenCount greater than 0 and also has not been merged (mergedTarget: `false` or mergedTarget field does not exist), where conversation.firstDone.createdAt falls within the selected range, divided by total number of conversations that have a conversation.firstDone.createdAt in range, multiplied by 100.

You could play with setting those metrics up in a search (which you could export as a CSV) or custom report, but I ran into issues with this when trying to recreate the Deflection report’s “Median First Resolution” time. I ended up just submitting a feature request and then manually gathering Kustomer’s data point when needed.

What is your use case here for recreating it? I’m always anxious to learn more about how others are gathering and using the data. Hopefully, we can all keep requesting and learning along the way for more surfaced and recreate-able metrics!

Related Feature Requests:

How to replicate FCR metric on custom reports