Want to understand what the Ticketing Analytics dashboards offer and how to use them to improve your team's performance? Here are answers to the most common questions.
What filters are available in the Analytics section?
Data can be filtered across all tabs by assigned agents, assigned teams, ticket status, ticket type, ticket priority, and data source, in addition to selecting the desired time range. Charts and widgets update automatically based on the selections made.
What are the three dashboards in the Analytics section and what does each cover?
The section includes three dashboards: Overview, which displays ticket volume, distribution, agent performance, and peak periods; SLA, which tracks compliance with service level agreements and identifies delay points; and Agent Performance, which provides a focused view of each individual agent's performance.
How can I export Analytics data?
Each chart or widget can be downloaded individually as a PNG or PDF. The full dashboard can also be exported as an Excel file for more detailed reporting.
What are the key metrics available in the SLA dashboard?
The SLA dashboard includes several key metrics: average time to complete, total unassigned time, SLA hits and misses, time distribution across first response time, next response time, and time to complete, as well as bubble charts mapping when hits and misses occur by day and hour.
How does Agent Performance analytics help team leaders?
The Agent Performance dashboard provides a focused view covering manual and auto assignments, total resolved tickets, average handle time, re-opened tickets, and how agents distribute their time across different availability statuses. This data enables team leaders to support agents proactively and identify performance gaps before they escalate.
Have more questions? Browse the Help Center articles or reach out to our support team for further assistance.