Analytics
Live view, support performance, satisfaction, tags, channels and automation reports.
- Analytics overviewPartly availableFind the reports, read the ten headline figures on the Overview page, see how each moved against the period before and chart any of them over time.
- Live viewPartly availableSee what is open right now, how it splits across agents and channels, who is available, and which tickets have waited longest.
- Agent performanceCompare each person's replies, closed tickets, response and resolution times, one-touch rate and satisfaction score, and narrow the report to one team.
- Channel reportsPartly availableSee how many tickets arrive by email, chat and contact form, how fast each channel is answered, and how to report on one channel alone.
- Voice and SMS reports, and live callsCall volume, how inbound calls ended, talk and wait time and each agent's calls; SMS tickets and response times on their own; and who is waiting or on a call right now.
- Tags reportPartly availableSee which tags come up most, how many tickets carry no tag, and how quickly and how well each kind of ticket is resolved.
- Satisfaction reportRead your average survey score, the share of happy customers, how many answered the survey, the split of scores from 1 to 5 and their latest comments.
- Busiest timesSee which weekday and hour bring the most new tickets, customer messages or team replies, so you can plan who works when.
- Automation reportPartly availableSee how many chat conversations flows and suggested articles settled without your team, how each flow ends, and what customers asked about their orders in chat.
- Voice of CustomerSee what customers write about in a period, against the period before, and ask Haylee to read the tickets and report the themes with what to do about them.
- Filter, compare and export reportsPartly availablePick a date range and a comparison, narrow a report to one channel, tag, agent or team, count business hours only, share the view and download it as CSV.
- How each metric is countedThe exact rule behind every figure in Analytics, from tickets created to one-touch rate and survey response rate, and the rules all reports share.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.