Counts reflect the staff member who performed each action. A transfer ends the previous employee's handling time and starts the recipient's. Resolution time includes only the final assignment held by the employee who resolved the ticket. Timing includes waiting time; active dashboard time excludes idle time.

Tickets are counted once per staff member within the selected dates. Team totals sum staff counts. Messages include confirmed staff sends; automated replies and phone-app replies without an identifiable staff sender are excluded.