Overview
The Analytics section gives your team the numbers behind the work. Beyond just counting tickets, it helps you understand how fast cases are resolved, where delays happen, how well your team is performing against SLA targets, and which agents need support. Three dedicated dashboards — Overview, SLA, and Agent Performance — cover different angles of the same question: how well is your support operation running?
How It Works
Analytics data is driven by filters and a time selection that apply across all tabs. You can segment the data by assigned agents, assigned teams, ticket status, ticket type, ticket priority, and data source. Charts and widgets update accordingly, and each one can be downloaded individually as PNG or PDF. The full dashboard can also be exported as an Excel file.
For bar charts, pie charts, and line charts — clicking on any element in the legend hides or shows that element, letting you focus on what matters most.
What's Inside
Overview
The Overview tab gives you a high-level snapshot of your ticketing operation:
Total Tickets — the overall volume of tickets in the selected period.
Open Tickets — tickets still active and unresolved.
Tickets Resolved — cases that reached the Resolved status.
Unique Customers — the number of distinct customers with tickets.
Tickets Assigned / Unassigned — how workload is being distributed.
Beyond the headline numbers, the Overview also includes:
Tickets by Status — a pie chart showing distribution across Submitted, Pending, Ongoing, and Resolved.
Tickets by Priority — a pie chart breaking down Critical, High, Medium, and Low priority tickets.
Average Time Spent in Each Status — a bar chart showing how long tickets typically sit in each status, helping identify where cases slow down.
Agents Performance table — a sortable breakdown of each agent's assigned tickets, resolved tickets, average handle time, and re-opens.
Tickets Count vs Time of Day — a bubble chart mapping ticket volume by day of the week and hour of the day, useful for spotting peak periods and staffing gaps.
Resolved Status, Tickets by Account, and Tickets by Teams — pie charts for deeper segmentation.
SLA
The SLA tab tracks how well your team is meeting the service level agreements configured in your ticket templates:
Average SLAs Overview — summarizes time to complete (TTC) and total unassigned time (TUT), along with overall SLA hits and misses.
Tickets Overtime — a line chart tracking SLA hits and misses over time.
SLAs Performance — breakable down by agents, teams, or individual SLAs to see where commitments are being kept and where they're falling short.
SLAs Time Distribution — a bar chart showing time spent across total unassigned time, first response time, next response time, and time to complete.
Hits Activity and Misses Activity — two bubble charts mapping when SLA hits and misses are happening by day and hour.
Use the Select SLA dropdown at the top of the tab to focus on a specific SLA configuration.
Agent Performance
The Agent Performance tab gives a focused view on individual agents:
Overview panel — shows manual vs. auto assignments, total resolved tickets, average handle time, and re-opened tickets for the selected agent.
Agent Status Overview — tracks how agents are spending their time across available, busy, in a meeting, on break, and unavailable statuses. Toggle between average time and total time.
Agent Inbox Performance — a line chart showing assigned vs. completed tickets over time.
Agents Performance table — covers average TTC, SLA misses and hits, compliance rate, and average handling time per agent.
Agent Status Summary table — a detailed time breakdown per agent across all status types.
Agents Distribution — a pie chart showing how ticket volume is distributed across the team.
Why It Matters
Spot issues before they escalate: Average time per status and SLA miss data tell you exactly where cases are getting stuck — before customers feel it.
Hold the right metrics: TTC, TUT, compliance rate, and re-open counts give team leaders an honest view of performance beyond just ticket counts.
Make smarter staffing decisions: The time-of-day bubble charts reveal when your team is busiest — and when you might need more coverage.
Track SLA health in real time: Hits and misses over time help you see whether SLA performance is trending in the right direction.
Individual visibility without micromanaging: Agent Performance gives leaders the data to support agents proactively, not just reactively.
Next up: learn how to configure the Ticketing System from the ground up — templates, fields, tags, teams, and permissions.