The Metrics view gives you a single-screen overview of your support function’s health. Six metric cards, arranged in a three-column grid, show your current values alongside trend sparklines and colour-coded delta badges. You can see immediately which metrics are on track, which need watching, and which are heading in the wrong direction — without opening a separate analytics tool.Documentation Index
Fetch the complete documentation index at: https://docs.forepost.ai/llms.txt
Use this file to discover all available pages before exploring further.
The six metric cards
Each card shows a current value, a delta badge (the change since your previous data entry), and a 7-point sparkline chart. The cards are:| Metric | What it measures |
|---|---|
| CSAT | Customer satisfaction score, typically expressed as a percentage |
| Weekly volume | Total tickets received in the current week |
| First response | Median time to first agent response |
| AI deflection | Percentage of tickets resolved without human intervention |
| Open now | Current count of open tickets across your queue |
| Agent utilisation | Percentage of agent capacity currently in use |
How delta colour coding works
The colour of the delta badge on each card tells you whether the change is good, a moderate concern, or a problem — based on the direction that matters for that metric:| Metric | Green (good) | Amber (watch) | Red (act) |
|---|---|---|---|
| CSAT | Delta ≥ 0 (score holding or improving) | — | Delta < 0 (score falling) |
| Weekly volume | Delta ≤ 10% (volume stable or slightly up) | Delta moderately above 10% | Delta significantly above 10% |
| First response | Delta ≤ 0 (time holding or improving) | — | Delta > 0 (time increasing) |
| AI deflection | Delta ≥ 0 (deflection holding or improving) | — | Delta < 0 (deflection falling) |
Green always means the metric is moving in a direction that benefits your team or your customers. Red means the opposite. Amber is a signal to keep an eye on something before it becomes a problem.
Connected platform and data freshness
Below the metric cards, the Metrics view shows:- Connected platform — the support tool your workspace is linked to (Intercom, Zendesk, HubSpot, or Other).
- Date data was entered — the last time your metrics were updated, so you always know how fresh the numbers are.
Updating your metrics
Metrics are not pulled automatically from your support platform — you enter them manually to give you control over what Forepost analyses. To update your numbers:- Go to Settings → Update metrics (or follow the note at the bottom of the Metrics view: “Update your metrics anytime in Settings → Update metrics”).
- Enter your latest values for each metric.
- Save. The Metrics view and all AI features will immediately reflect the new data.