Analytics
On this page:
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
- Issues by channel: number of new tickets created during the selected date range
- Average first response time
- 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.
- Popular ticket tags: IN + OUT tickets with specific tags.
- 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
- Overview: number of inbound, outbound, and archived tickets, average first response, first archive time.
- Tickets received: all the new and archived tickets.
- 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.
- Distribution of new tickets: IN + OUT tickets in different channels except for empty chat tickets.
- 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
Thank you!