Analytics Overview
Measure support performance with comprehensive reporting and insights.
What You Can Measure
Volume Metrics
- Tickets created
- Tickets resolved
- Ticket backlog
- Tickets by channel
- Tickets by category
Performance Metrics
- First response time
- Resolution time
- SLA achievement
- Replies per ticket
- One-touch resolution rate
Team Metrics
- Tickets per agent
- Response times per agent
- Resolution rates per agent
- Workload distribution
Customer Metrics
- Customer satisfaction (CSAT)
- Response ratings
- Repeat contact rate
- Customer effort score
Analytics Dashboard
Your central view for support metrics:
Key Numbers
At-a-glance stats:
- Tickets today
- Awaiting response
- Average first response
- CSAT score
Trend Charts
Visual performance over time:
- Volume trends
- Response time trends
- Resolution trends
Leaderboards
Top performers:
- Agents by volume
- Agents by CSAT
- Agents by response time
Time Periods
Preset Ranges
- Today
- Yesterday
- Last 7 days
- Last 30 days
- This month
- Last month
- This quarter
Custom Ranges
Select any start and end date for custom analysis.
Comparison
Compare periods:
- This week vs. last week
- This month vs. last month
- Year over year
Filtering
Slice data by:
| Filter | Example |
|---|---|
| Agent | Individual or team |
| Channel | Email, Widget, Slack |
| Priority | Urgent, High, Medium, Low |
| Tags | Specific categories |
| Status | Open, Pending, Resolved |
| Customer | Specific customers or segments |
Report Types
Dashboard
Real-time overview of current performance.
Trends
Historical patterns over time.
Agent Reports
Individual and team performance.
SLA Reports
Service level achievement tracking.
Satisfaction Reports
Customer feedback analysis.
Custom Reports
Build your own with selected metrics.
Exporting Data
Export Formats
- CSV (spreadsheet)
- PDF (reports)
Scheduled Exports
Automatically send reports:
- Daily summary email
- Weekly performance report
- Monthly executive report
Getting Started
- Visit Analytics in the main navigation
- Review dashboard for current state
- Explore trends to understand patterns
- Set up scheduled reports for regular updates
Related Topics
- Dashboard Guide
- Trend Analysis
- Agent Performance
- Response Times
- Customer Satisfaction
- Custom Reports