Support.com Cloud includes the following Path metrics:

  • Path Status: Current status of a Path. A Path can have one of the following statuses:
    • Complete: Path was successfully finished, with all steps marked as either Complete or Not Applicable.

    • In Progress: Path is still being worked on.

    • Aborted: Path ended before all steps were marked as either Complete or Not Applicable.
  • Path Step Status: Current status of a Path Step. A Path Step can have one of the following statuses:
    • Complete: The user marked the Step as Complete.

    • Not Applicable: The user marked the Step as Not Applicable.

    • Incomplete: The user has either not yet marked the Step, or has aborted the Path without marking the Step.
  • Path Completion: Percentage of Paths that were completed successfully. This is calculated by comparing the number of completed Paths against the total number of Paths. The total number of Paths includes those that are completed, in progress, and aborted.
  • Path Step Completion: Percentage of Path Steps that were marked as Complete.
  • (Path Step) Handle Time: Time spent actively working on a Path Step.
  • (Path Step) Total Time: Cumulative amount of time between the beginning and end of a Path Step.
  • Resolved Rate: Total number of times the listed Step was marked as Resolved compared to the number of times an Agent started working on that step, and displays the result as a percentage. This provides an indication of how often each Step was the one that the agent used to resolve the Path.