See how much time conversations spend snoozed

Snoozed conversations slip out of view, and it's hard to know how long they sit parked or how much that inflates resolution time. Two new metrics in Custom Reports now measure it: the average length of a single snooze, and the total time a conversation spends snoozed across its entire history.

Break the numbers down by team, teammate, and time period to catch conversations being parked rather than closed, and to set clearer resolution targets. Worth leading with the median — a few conversations parked for days can pull the average up. Add either metric from the metric picker in any custom report.