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Analytics

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How to access Analytics from the main mailbox window


You can access Analytics from the main mailbox window - the blue ”Analytics” icon in the left bottom corner. Here you can find useful statistics about customer support activities in the Help Desk system:




1. Dashboard


Steps


  1. Issues by channel: number of new tickets created during the selected date range


  1. Average first response time


  1. Tickets


  • New tickets. All the new tickets in specific date range: IN + OUT + all the channels (Inbox / Chat / FB Messenger).


  • Messages received. All the new IN messages within the tickets - e.g., 1 ticket and 10 IN messages from the client.


  • Messages sent. All the new OUT messages and auto-responses are not included.


  • Archived tickets within the selected period.


  • Avg. time to archive. The archive times of the tickets for the selected date range.


  • Facebook Messenger ticket count resets every day at midnight.


  1. Popular ticket tags: IN + OUT tickets with specific tags.


  1. Agents: statistics about each agent's activities:


  • Tickets archived: all the tickets archived by a specific agent.


  • Avg. first response time: all the tickets which were assigned to a specific agent.


  • Messages sent: all the OUT messages sent by a specific agent.


  • Time active: counts all the time from Login to Logout.


2. Inbox Analytics





Steps


  1. Overview: number of inbound, outbound, and archived tickets, average first response, first archive time.


  1. Tickets received: all the new and archived tickets.


  1. Inboxes: new, reopened, archived IN + OUT tickets, messages per ticket.


  • New tickets: IN + OUT tickets, without auto-responses and empty chat tickets.


  • Reopened tickets: IN + OUT tickets which were reopened during the date range.


  • Archived tickets:IN + OUT tickets that were archived during the date range.


  • Messages per ticket: doesn't count auto-response messages.


  1. Distribution of new tickets: IN + OUT tickets in different channels except for empty chat tickets.


  1. Agents: more detailed information about particular agent activities: number of assigned, sent, forwarded, and archived tickets.






  • Assigned: counts all the tickets that have been assigned to an agent.


  • Sent: doesn't count drafts and OUT messages with sending errors.


  • Forwarded: all the tickets were assigned to a specific agent and forwarded the ticket to a different email address.


  • Archived: counts all the tickets which are archived and assigned to a specific agent.


  • Avg. Time to first response: all the tickets assigned to a specific agent. Doesn't count auto-response messages.


  • Avg. time to archive: all the archived tickets assigned to specific agents. E.g., if received a ticket on 06 02 10 am, archived on 06 02 5 pm - archive time is 7 hours. Then the ticket is reopened on 06 05 and archived on 06 07 -> agents still see the First archive time (7 hours).


* Log in time: counts the time from Login to Logout. The count resets at 23.59h GMT +2.


3. Analytics data export


Possibility to export analytics data:




How to check history review and manage past interactions


The History section in the Help Desk system allows you to review and manage past interactions. It includes several components:


  • Sent: View all the emails and messages that have been sent. Check the status of sent messages and resend if needed.


  • Ticket Logs: Access detailed logs of all ticket activities, providing a complete history of changes and updates.


  • Archived: Find tickets that have been resolved and archived. This helps in maintaining a clean and organized inbox.


  • Trash: Review and restore deleted tickets if necessary. This ensures that important communications are not permanently lost.



Updated on: 18/06/2024

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