Reporting

2 categories

8 articles

Get an overview of your Support Team's performance. Our Statistics section is fully customizable and you can view performance per agent, channel and/or tag for the selected time frame.

Articles

Statistics 101

Use the Statistics section in your Gorgias helpdesk to check on your team's productivity and efficiency. It can also help you hone in on some inefficiencies. If you are utilizing tags and macros, it's a great way to get a holistic view of what issues

Filters

You can customize the data in Statistics with filters, by selecting options from the drop-down menus. The number of filters available will change depending on the page you are viewing. The integration allows segmentation by integration eg. Facebook f

Audit log

Audit logs is, in general, a document that records all events in the information technology system. In the sense of customer support, it is a chronological set of records that provides documentary evidence of activities that have been undertaken by s

Revenue statistics

Revenue statistics allow you to measure how much money your support team is generating by helping customers through the purchasing journey.Please note that this feature is only available for Shopify stores on Gorgias Pro and higher plans.Integration

Automation Add-on Statistics

The Self-Service Statistics Page is part of the Automation add-on. You are now able to measure the full impact of self-service.To get access to this feature, please enable your Automation add-on first by navigating to Settings → Automation → Self-ser

Automation Statistics

Gorgias is all about automation. With the new Automation Overview page, you can keep track of all of your automations and see how well they're performing.How it worksNavigate to the Automation Overview page on Gorgias to have a bird-eye view on all o

SentiSum

SentiSum is an automated ticket tagging engine, powered by natural language processing technology, where you can easily do root cause analytics and stay on top of the 'reason for contact' trends.Integration benefitsThe way the integration actually wo

Live Statistics

As of now we have two categories for displaying your performance statistics - Live and Support Performance.LiveImportant: Feature only available on Pro and higher plans (non-legacy).Due to the prevalence of working from home, this feature provides tr