> ## Documentation Index
> Fetch the complete documentation index at: https://sleekplan.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Metrics and charts
> What each Insights metric counts, which views, breakdowns, and filters it supports, and how dates, comparisons, and chart types work on an Insights dashboard.
Every insight on an [Insights dashboard](/help/insights) is built from one **metric**, such as New posts or NPS. This page explains what each metric counts, what you can do with it, and how the numbers are calculated. To add one to a dashboard, see [Add and arrange insights](/help/insights/build-a-dashboard).
## Metrics at a glance
| Metric | What it shows | Views | Break down by | Filters |
| ----------------------------- | --------------------------------------------------------------------------------------------- | ---------------------------- | ----------------------------------- | --------------------------- |
| **New posts** | Posts created in the date range | Number, Over time, Breakdown | Category, Status, Component | Category, Status, Component |
| **Votes** | Upvotes cast in the date range | Number, Over time, Breakdown | Category, Status, Component | Category, Status, Component |
| **Completed posts** | Posts moved to Completed in the date range | Number, Over time, Breakdown | Category, Component | Category, Component |
| **Time to complete** | Typical days from a post's creation to Completed | Number | – | Category, Component |
| **Top posts** | The posts with the most votes | List | – | Category, Status, Component |
| **Comments** | Public comments posted on posts in the date range | Number, Over time, Breakdown | Author, Category, Status, Component | Category, Status, Component |
| **Time to first response** | Typical time from a post's creation to the team's first response | Number | – | Category, Status, Component |
| **Unanswered posts** | Posts from the date range with no team response yet | Number, Over time, Breakdown | Category, Status, Component | Category, Status, Component |
| **Status changes** | Public status changes logged in the date range | Number, Over time, Breakdown | Status, Category, Component | Category, Component |
| **Voters of completed posts** | Customers who'd upvoted a post before it was completed, for posts completed in the date range | Number, Over time, Breakdown | Category, Component | Category, Component |
| **Voters told it shipped** | The share of those voters who were told their post shipped | Number, Over time | – | Category, Component |
| **Changelog updates** | Changelog entries published in the date range | Number, Over time, Breakdown | Category | – |
| **Changelog views** | Views of individual changelog entries in the date range | Number, Over time, Breakdown | Update | – |
| **Emails sent** | Emails sent on your behalf in the date range | Number, Over time, Breakdown | Email type | – |
| **Popups delivered** | Times a popup was shown to a signed-in visitor in the date range | Number, Over time, Breakdown | Popup, Outcome | Popup |
| **People reached by popups** | Distinct signed-in visitors who saw a popup in the date range | Number, Over time, Breakdown | Popup | Popup |
| **Popup response rate** | The share of popup deliveries with a completed response | Number, Over time | – | Popup |
| **Announcements delivered** | Times an in-app announcement was shown to a signed-in visitor in the date range | Number, Over time, Breakdown | Update, Outcome | – |
| **Announcement views** | Views of your in-app announcements in the date range, including anonymous visitors | Number, Over time, Breakdown | Update | – |
| **Page views** | Views of your widget and public portal | Number, Over time, Breakdown | Page | – |
| **NPS** | Your Net Promoter Score | Number, Over time, Breakdown | Group | – |
| **CSAT** | Your average satisfaction rating | Number, Over time, Breakdown | Reaction | – |
Breakdowns and filters by **Category**, **Status**, and **Component** use each post's current values, with the names and colors you set up in your workspace. Posts without a value are shown as **None**.
## Feedback metrics
### New posts
Counts the feedback posts created during the date range. Use it to see how much feedback comes in, and with a breakdown, what kind.
### Votes
Counts the upvotes cast during the date range, on posts that match your filters. If you allow [downvotes](/help/portal-widget/feedback-submission-voting), they aren't counted. Posts that were [merged into another post](/help/feedback/merge-feedback) are left out, so a vote isn't counted twice after it moved to the post it was merged into.
### Completed posts
Counts the posts that were moved to the **Completed** [status](/help/feedback/statuses) during the date range. A post counts once, even if it was completed more than once.
Several metrics on this page read the status updates logged on each post. They're logged while **Log status updates as comments** is turned on in [**Settings → Feedback**](https://app.sleekplan.com/settings/feedback), which it is by default. If you turn it off, from then on:
* Status changes aren't counted at all. **Completed posts** and **Status changes** stay at 0, and **Time to complete** stays empty.
* **Voters of completed posts** reads 0, and **Voters told it shipped** shows "—".
* A status change no longer counts as a response, so **Time to first response** and **Unanswered posts** only look at replies.
### Time to complete
Shows the median number of days from the moment a post was created to the moment it was marked **Completed**, for the posts completed during the date range. The median is the middle value: half of those posts were done faster, half took longer. It's shown with one decimal, for example "12.5 d", and is calculated from up to 5,000 completed posts.
### Top posts
A list of the posts with the most votes. In the editor, **Votes** decides what "most" means:
* **In period**: the upvotes each post received during the date range. The generated title is "Most voted in period".
* **All time**: each post's total upvotes since it was created. This ignores the date range. The generated title is "Most voted of all time".
Choose how many posts to **Show**, from 5 to 25. Merged posts are left out. Click a post in the list to open it.
## Conversation metrics
These metrics look at replies and status changes on your posts, so you can see how responsive your team is.
A **response** means a public reply with text, or a public status change, written by a team member. A private note doesn't count, and neither does an empty comment used only to hold an attachment. "Team" means whoever is **currently** a member of your workspace: if someone leaves the team later, their past replies and status changes are counted as a customer's instead, which can shift response times you've already looked at.
### Comments
Counts public comments posted on posts during the date range. Break it down by **Author** to see how much came from your **Team**, your **Customers**, or **AI**. **AI** is a reply [Sleek Intelligence](/help/sleek-intelligence) posts itself, under its own name, whether automatically or after you approve its drafted reply in the [review queue](/help/sleek-intelligence/review). A reply posted from a team member's account counts as **Team**, even one [Sleekmate](/help/sleek-intelligence/sleekmate) wrote for you. [Private notes](/help/feedback/comments#add-a-private-internal-note) aren't counted.
### Time to first response
Shows the median time from a post's creation to the team's first response, for posts created during the date range. Only posts written by customers count, not posts your team wrote. A post the team hasn't answered yet is left out here (see **Unanswered posts** below). The median is the middle value: half of those posts got a faster response, half took longer. It's shown in hours under two days, for example "5.2 h", and in days from two days up, for example "3.1 d" — calculated from up to 5,000 posts.
[Imported posts](/help/integrations/import) keep their original creation date, but their comments are stamped with the import date, so **Time to first response** can look much slower for the period you imported them into.
### Unanswered posts
Counts the posts created during the date range that your team still hasn't publicly replied to or changed the status of. Only posts written by customers count, not posts your team wrote. This is counted as of today, so checking the same date range again later can show a smaller number once your team catches up. A post your team logs on a customer's behalf still counts as the customer's post, so it shows up here until your team responds to it publicly.
### Status changes
Counts the public status changes your team logged during the date range. Break it down by **Status** to see which [statuses](/help/feedback/statuses) posts moved to, for example how many moved to **Planned** or **Completed**.
## Closing the loop
These metrics track what happens after a post ships: who voted for it, whether they found out, and how your [changelog](/help/changelog) performs.
### Voters of completed posts
Counts the customers who had upvoted a post before it was completed, for each post moved to **Completed** during the date range. A vote cast after the post shipped isn't counted, since that person wasn't waiting to be told.
Because this counts distinct people, the bars in an **Over time** chart won't add up to the **Number** total — the same person can appear in more than one bucket.
### Voters told it shipped
Of those voters, shows what share were notified that the post was marked **Completed**, as a percentage. It's counted per voter-and-post pair, not per person: voting on two posts that both shipped in the period counts as two pairs, each checked on its own.
It's the in-app notification that's checked, so a voter's email preferences don't hide it — even someone who's turned off notification emails still counts as told, once that notification exists.
The rate also reflects your notification settings: with **Notify upvoters** off in [**Settings → Feedback**](https://app.sleekplan.com/settings/feedback), only voters who also subscribed to the post are told, and with a post's **Notify user on status updates** switch off, nobody is told about that post.
### Changelog updates
Counts the changelog entries you published during the date range. Break it down by **Category** to see what kind of update it was, using the same categories you use for feedback.
### Changelog views
Counts views of individual changelog entries during the date range: someone opening one specific entry, not browsing the changelog list (list views are counted under **Page views** ▸ **Other**). Break it down by **Update** to find your best-performing entries; a deleted entry is labeled **Deleted update**.
### Emails sent
Counts the emails Sleekplan sent on your behalf during the date range, counted the moment each one is handed off to be sent, including any that later bounce. Break it down by **Email type**:
| Email type | Sent when |
| ------------------------ | ----------------------------------------------------- |
| Status updates | A post's status changed |
| Comment replies | Someone replied to a post |
| Mentions | Someone was @mentioned in a comment |
| Changelog updates | You published a changelog entry with notifications on |
| Sign-in and confirmation | Someone signs in or confirms their email address |
| Removed posts | A post was deleted |
| Removed comments | A comment was deleted |
| Team: new posts | Your team was notified of a new post |
| Team: assigned posts | Your team was notified about a post assigned to them |
## In-app messages
These metrics cover your [popups](/help/portal-widget/popups) and [in-app announcements](/help/changelog/in-app-announcements): how many people you reached, and what they did.
**Popups delivered**, **People reached by popups**, and **Popup response rate** need a plan that includes popups. If yours doesn't, they're marked **· upgrade** in the metric list, and an insight that uses them shows **Not included in your plan.** **Announcements delivered** and **Announcement views** are available on every plan.
**Popups delivered**, **People reached by popups**, **Popup response rate**, and **Announcements delivered** all count signed-in visitors only — if a popup targets anonymous **Visitors**, those deliveries aren't counted here yet. **Announcement views** is the one exception: it counts every visitor, signed in or not.
### Popups delivered
Counts how many times your popups were shown to a signed-in visitor during the date range. Filter it to one popup, or break it down by **Popup** to compare them, and by **Outcome** to see how people responded:
| Outcome | What counts as it |
| ----------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Completed | They did what the popup asked: chose to give feedback (which opens the feedback form, whether or not they then send a post), subscribed, submitted a rating or score, or finished a survey |
| Started | They engaged with the popup without finishing it |
| Closed | They dismissed the popup without engaging |
| No response | It was delivered, and nothing has happened yet |
A deleted popup's row is labeled **Deleted popup**.
### People reached by popups
Counts the distinct signed-in visitors who saw at least one popup during the date range. Someone who saw the same popup several times, or several different popups once each, is still counted once.
Because this counts distinct people, the bars in an **Over time** chart won't add up to the **Number** total — the same person can appear in more than one bucket.
### Popup response rate
Shows what share of popup deliveries ended in a **Completed** response, as a percentage.
### Announcements delivered
Counts how many times an in-app announcement (the "New Updates" popup) was shown to a signed-in visitor during the date range. Break it down by **Update** to see which changelog entry it announced, and by **Outcome** to see whether people **Opened** it, **Closed** it, or left **No response**.
### Announcement views
Counts views of your in-app announcements during the date range, including visitors who aren't signed in. Because it counts a wider audience than **Announcements delivered**, don't expect the two numbers to line up.
Want one popup's own numbers instead of the whole workspace? Filter the insight to that popup: **Popups delivered**, **People reached by popups**, and **Popup response rate** each have a **Popup** filter in the [insight editor](/help/insights/build-a-dashboard#add-an-insight).
## Page views
Counts how often your widget and public portal pages were viewed during the date range. Break it down by **Page**:
| Page | Counts views of |
| ----------------- | ------------------------------------------------------------------------------------ |
| **Posts** | A single feedback post |
| **Changelog** | A single changelog entry |
| **Popups** | Your Feedback, Subscribe, CSAT, NPS, and Survey [popups](/help/portal-widget/popups) |
| **Announcements** | Your [in-app announcements](/help/changelog/in-app-announcements) |
| **Other** | Every other page |
Page views can't be filtered by category, status, or component.
## Survey metrics
**NPS** and **CSAT** need a plan that includes them. If yours doesn't, they're marked **· upgrade** in the metric list, and an insight that uses them shows **Not included in your plan.**
### NPS
Shows your Net Promoter Score, calculated the same way as on your [**NPS**](https://app.sleekplan.com/nps) report. The **Number** view compares with the previous period in points, for example "+4 pts". Break it down by **Group** to see how many responses came from **Promoters**, **Passives**, and **Detractors**.
NPS responses come from NPS popups and from [NPS questions in surveys](/help/surveys/question-types#nps).
### CSAT
Shows your average satisfaction rating from 1 to 5, the same overall score as on your [**CSAT**](https://app.sleekplan.com/csat) report. It's shown with two decimals, for example "4.21", and the **Number** view compares with the previous period the same way. Break it down by **Reaction** to see how many responses picked each face, from **Angry** (1) to **Like** (5).
CSAT responses come from CSAT popups and from [CSAT questions in surveys](/help/surveys/question-types#csat).
## Views and chart types
Each view can be drawn in one or more ways. You pick the chart in the insight editor, and the first one listed is the default.
| View | Charts | Good for |
| ------------------------- | ------------------------------------------------------------ | ---------------------------------------- |
| **Number** | A single number with the change against the previous period | Headline figures you check every week |
| **Over time** | **Line** or **Columns** | Spotting trends and spikes |
| **Breakdown** | **Bars**, **Donut**, or **Share** (one bar split into parts) | Comparing categories, statuses, or pages |
| **List** (Top posts only) | A numbered list with vote counts | Seeing which requests lead |
A **Donut** shows the five largest parts and groups the rest as **Other**. **Bars** show as many rows as fit the insight, then "+N more".
### Intervals for charts over time
An **Over time** chart has one point per day, week, or month. With **Auto**, the interval follows the date range:
| Date range | Auto interval |
| -------------- | ------------- |
| Up to 31 days | Day |
| Up to 183 days | Week |
| Longer | Month |
You can also set **Day**, **Week**, or **Month** yourself. A chart can have at most 400 points, so a daily chart can't cover more than 400 days.
## How the numbers are calculated
* **Whole days in UTC.** Dates are counted as whole days in UTC, and both the start and the end date are included. If your team works far from UTC, the edges of a day can be shifted by a few hours.
* **Compared with the previous period.** A **Number** insight compares with a period of the same length directly before the date range. Counts, days, and response times (**Time to first response**) show the change in percent. Rates — **NPS**, **Voters told it shipped**, and **Popup response rate** — compare in points, for example "+5 pts". **CSAT** compares as a difference in rating.
* **Response times show hours under two days.** **Time to first response** is shown in hours, for example "5.2 h", under 48 hours, and in days, for example "3.1 d", from two days up.
* **Refreshed every few minutes.** A number can take up to 5 minutes to include the latest activity.
* **At most about three years.** A date range can cover up to 1,100 days.
## When an insight shows a message
| Message | What it means | What to do |
| ---------------------------------------------------------- | -------------------------------------------------------------------------------- | ---------------------------------------------------------------------------- |
| **No data in this period.** | Nothing matched the date range and filters | Pick a longer range or loosen the filters |
| **Not included in your plan.** | The metric needs a plan you don't have, for example NPS, CSAT, or a popup metric | [Upgrade your plan](/help/account-security/billing) or choose another metric |
| **The range is too long.** | The date range is longer than 1,100 days | Pick a shorter range |
| **Too many points for this interval - pick a longer one.** | The chart would need more than 400 points | Set the interval to **Week**, **Month**, or **Auto** |
| **Couldn't load this insight.** | The data couldn't be loaded right now | Reload the page after a moment |
## Next steps
Add these metrics to a dashboard and arrange them on the grid.
Create dashboards, pick the date range, and decide who sees them.