Insights

    The Support Insights dashboard shows you valuable information and trends about what is happening in conversations and tickets. These graphs can help identify bottlenecks in the system and address end users' inquiries more efficiently.

    At this time you can view charts for the past 1 week, 2 weeks, or 1 month. The time period you select applies to that block of charts.

    Conversations#

    Time to Resolve

    This chart shows the average lifespan of a conversation from creation to closure. The average is displayed by the day on which the conversations were closed.

    For example, if conversation A began on Monday, conversation B on Tuesday, and conversation C on Wednesday and all three were closed on Friday, the average time of those three conversations would be reflected on Friday.

    The dotted line shows the overall average of the days within that time period.

    You can use this chart to approximate how quickly on average you are resolving customer inquiries.

    Number of Active Conversations

    This chart shows the number of new conversations and the number of active conversations. New conversations are conversations that were created on that day. Active conversations are conversations that are not new but have where one or more messages have been sent on that day.

    For example, if there were 10 new conversations created on Monday and 15 existing conversations received responses, the 10 new conversations are reflected in one section of the stacked bar chart and the 15 continuing or "active" conversations are shown in the other. The total height of the stacked bar will be 25.

    You can use this chart to help approximate how many end users your team is interacting with on each day.

    First Response Time

    First response time is also sometimes referred to as "time to acknowledge." This shows the average time it took for an agent to respond to a newly-created conversation on that day.

    For example, if conversations A, B, and C were created on Monday and it took 5 minutes to respond for the first time to A, 10 minutes to respond for the first time to B, and 15 minutes to respond for the first time to C, then the average first response time for that day would be 10 minutes.

    The dotted line shows the overall average of the days within the selected time period.

    Overall Response Time

    This chart shows the average time it took for an agent to respond to any message from the end user on that day. The overall response time includes first response to new conversations as well as follow-up responses to messages in existing conversations.

    For example, if a user creates a conversation and it takes 2 minutes for an agent to respond, then they send another message and it takes 4 minutes for an agent to respond, then they send two more messages one after the other and it takes the agent 6 minutes to respond since the first message of the two was sent, the average time would be 4 minutes.

    In cases where multiple messages are sent by an end user before the next response from an agent, the time to respond is calculated based on when the first message in that sequence was sent.

    This time does not include any time a conversation may spend in hold or suspended states. The dotted line shows the overall average of the days within the selected time period. This chart can be used to see how quickly agents are responding to messages from end users throughout the lifecycle of the conversation.

    Tickets#

    Time to Resolve

    This chart shows the average lifespan of a ticket from creation to closure. The average is displayed by the day on which the tickets were closed.

    The dotted line shows the overall average of the days within that time period.

    You can use this chart to approximate how quickly on average you are resolving customer tickets.

    Time from Open to In Development

    This chart shows the average lifespan of a ticket from creation to when it moves to an in development state. The average is displayed by the day on which the tickets were moved to in development.

    The dotted line shows the overall average of the days within that time period.

    You can use this chart to approximate how quickly after a ticket is created development work begins.

    Number of Tickets Created

    This chart shows the number of new tickets created on that day.

    Number of Tickets Closed This chart shows the number of tickets moved to a closed state broken down by resolved and cancelled. Resolved tickets are those which have satisfied the requirements within the ticket. Cancelled tickets are those which are closed without a resolution. This may indicate a bug that won't be fixed or a feature that is not planned for the forseeable future.