Staff Analytics
/stats reports how your team is performing.
Commands
| Command | Shows |
|---|---|
/stats global timeframe:<…> |
Server-wide metrics. |
/stats user target:@staff timeframe:<…> |
Metrics for tickets that staff member claimed, plus how many tickets they were involved in. |
/stats staff timeframe:<…> |
A table of every staff member: Claimed, Completed and Involved. |
Timeframes: Current Week (Monday start), Current Month, Last 7 Days, Last 30 Days, All Time. Results are only visible to you.
Current Week runs from Monday 00:00 to Sunday 23:59 and resets at midnight on Monday. Current Month starts at 00:00 on the 1st. Both use the bot's server time, so the reset may not line up with midnight where you are. Last 7 Days and Last 30 Days are rolling windows that count back from the moment you run the command.
Staff table
/stats staff is built for activity checks. It lists everyone who holds a support role, including staff with no activity
(they show as zeros), plus anyone else who handled tickets in the timeframe.
| Column | How it's counted |
|---|---|
| Claimed | Tickets they claimed during the timeframe. |
| Completed | Tickets they had claimed that were closed during the timeframe. |
| Involved | Tickets they sent at least one message in during the timeframe. |
The table is sorted by Involved, then Claimed. Use Last 7 Days for a rolling "involved in 7 days" check.
Counts follow the ticket's current state:
- A claim only counts for whoever holds it now. Unclaiming a ticket, moving it to a department its claimer can't handle, or reopening it by number removes that claim from the count.
- Reopening a ticket removes it from Completed until it is closed again. It then counts in the timeframe of the new close.
The staff leaderboard on the web dashboard shows the same numbers.
Metrics
| Metric | How it's calculated |
|---|---|
| Total opened | Tickets opened in the timeframe. For /stats user, the ones that staff member has claimed. |
| Total completed | Tickets closed in the timeframe, whenever they were opened. For /stats user, the ones that staff member had claimed. |
| First Response Time (FRT) | Average time from a ticket being opened to the first staff reply. |
| Average Resolution Time (ART) | Average time from opening to closing, for the tickets closed in the timeframe. |
Involved In (/stats user) |
Tickets the staff member sent a message in. |
Messages Sent (/stats user) |
Messages the staff member sent in tickets. |
Opened and completed are counted separately, so a ticket opened last week and closed this week counts as opened last week and completed this week. Completed can therefore be higher than opened.
FRT doesn't depend on claiming: any staff reply counts, and the ticket owner's own messages never do. Per-staff FRT covers the tickets that staff member was first to answer. Involved and message counts cover staff messages in every ticket, including older ones, except messages from people who have since left the server. Metric tracking can be switched off with Enable/Disable Metrics on the dashboard, which also pauses message counting.
Anyone who is an Administrator, has Manage Server, or holds a support role can run /stats.