Metrics
Stavent tracks metrics aligned with Discord support workflows:
- First response time
- Time to resolution
- Tickets created vs resolved
- CSAT (optional prompt on close)
- Backlog by tag/team/priority
Dashboards
Dashboards provide a live view of queue health. Create per-team dashboards and pin them for fast access.
Tip
Create a “Today” dashboard (last 24h) and a “Trend” dashboard (last 30d). They answer different questions.
SLA reporting
SLA reports can exclude non-business hours. Configure business hours per workspace and specify holiday calendars if needed.
Business hours (example)
timezone: America/New_York
business_hours:
mon-fri: 09:00-17:00
holidays:
- 2026-01-01
- 2026-07-04
- 2026-12-25Exports
Export tickets and metrics as CSV or JSON for BI tools. For data warehouses, prefer scheduled JSONL exports (one record per ticket).