Features
The numbers behind every answer
See how fast your team replies and solves, how many targets it meets, where tickets come from and when, and how customers rate the answers, for the whole desk, each team and each teammate.
Get startedFrom Starter. Targets met and per-team results with Pro.
From numbers to decisions
- 1
Pick the period
And filter by brand, channel, team or teammate.
- 2
Read the trends
Times, volume, targets and ratings, compared with the period before.
- 3
Share it
Download as CSV, or a PDF in your brand’s design.
What the reports show
Honest numbers: medians and the slowest tenth, not just averages.
- First reply and resolution
- The median and the 90th percentile, so the slow tickets don’t hide.
- Targets met
- Service targets met and breached, by channel and team (Pro).
- Volume
- Tickets by channel, by hour and by day of the week, and the backlog.
- People and teams
- Results per teammate and per team; people who only see their own tickets see their own numbers.
- Satisfaction
- Customer ratings over time.
- The AI agent
- Conversations it answered alone, those it handed over, and the credits used.
- Export
- CSV for your spreadsheets, PDF for the meeting.
Included with the inbox
Support analytics come with the inbox from Starter. Targets met and team results need the service targets and teams of Pro.
Questions
Why medians instead of averages?
One ticket left over a weekend can make an average look terrible. The median shows the usual case, and the 90th percentile shows the slow ones.
Who can see the numbers?
It is its own permission; people limited to their own tickets see only their own numbers.
Are social media analytics separate?
Yes. Post and account analytics live in Analytics; support analytics live in the inbox area.
See how your support is really doing
