> ## Documentation Index
> Fetch the complete documentation index at: https://docs.linkiasoft.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent KPIs, column by column

> What each column counts, what does not count as a reply, and how handovers and satisfaction are credited.

**Deep Analytics → Agent KPIs.** Sales agents only — oversight roles are not measured here.

<Warning>
  Three different questions are being answered in one table, and mixing them up is the usual
  cause of "these numbers look wrong":

  * **Owned** — chats the agent owns *now*
  * **Messages sent** — messages the agent *sent*
  * **Replied** — customer questions the agent *answered*

  They will not tie to each other, and are not supposed to.
</Warning>

## The columns

| Column                   | Counts                                                                       |
| ------------------------ | ---------------------------------------------------------------------------- |
| **Contacts handled**     | Distinct people the agent dealt with                                         |
| **Owned**                | Conversations currently assigned to them                                     |
| **Replied**              | Customer questions they answered                                             |
| **Converted**            | Leads that reached a win stage under them                                    |
| **Deal value**           | Value of those won deals                                                     |
| **Replied ≤ Nm**         | Share answered inside the first-response SLA                                 |
| **Avg first response**   | Time to the first human reply                                                |
| **Avg overall response** | Average across all replies                                                   |
| **P90 response**         | The slow tail — 90% were faster than this                                    |
| **Unanswered**           | Questions nobody ever replied to                                             |
| **Satisfaction**         | Average rating from [rating requests](/help/automation/triggers-and-actions) |
| **Handover**             | Deals that took two agents                                                   |

## What does not count as a reply

This matters more than any other rule here. **Only a message sent by a CRM user counts.**

The AI bot, your page's away message, and anything typed in Facebook's own inbox all
arrive with no user behind them. They:

* never stop the response clock, and
* never earn credit for the agent.

So a conversation the bot handled beginning to end shows as unanswered by a human, because
it was. That is intentional: it stops automation flattering your response times.

## Bursts

When a customer sends five messages in a row, the clock starts at the first and the whole
burst counts as **one** question — not five, and not five separate clocks.

## Unanswered

Counted against the conversation's **owner**. The table distinguishes three cases:

* **Unanswered** — nobody ever replied
* **Amber** — the bot or the page answered on its own, no human did
* **Gray** — still inside its response threshold; not late yet

## Conversions

Credited to the lead's **assigned agent** at the moment the lead enters a win stage —
including custom win-stage names — whether moved from the leads board or the inbox.

## Handovers

Deals that took two agents:

* **↙ received** — closed after the chat was handed *to* this agent. Counted in their Converted.
* **↗ handed off** — closed by somebody else after leaving them. *Not* counted in their Converted.

Each deal is still counted once in the team total, against whoever owned it at the win. So
per-agent columns will not sum to the team figure, by design.

## Satisfaction

The average of scores customers gave, projected onto 1–5 whatever scale the survey used,
credited to whoever owned the conversation.

Always read it next to the response count — "4.8 from 3 of 200 surveys" is not a 4.8. The
table shows answered-out-of-sent for exactly this reason.

## Getting ratings at all

Satisfaction is empty unless something asks for it. Add the **Ask for rating** block to an
automation — see [Triggers and blocks](/help/automation/triggers-and-actions).