Support performance
Gorgias Analytics: Helpdesk performance reports
You can use the Overview, Channels, and Help Center reports to review your helpdesk's performance.
Measure helpdesk performance: Overview
Use the Overview report to review your agent's performance in your helpdesk.
Measure helpdesk performance: Satisfaction (CSAT)
Use the CSAT report to review your helpdesk satisfaction.
Measure helpdesk performance: Ticket attributes
Use the Ticket attributes report to review the types of tickets in your helpdesk.
Measure helpdesk performance: Busiest times
Use the Busiest times report to review your helpdesk's volume.
Measure Help Center performance
Use the Help Center report to monitor how your Help Center articles are performing.
Measure channel performance: Email
Use the Email report to review your team's performance on the email channel.
Measure channel performance: Chat
Use the Chat report to review your team's performance on the chat channel.
Measure channel performance: Social
Use the Social report to review your team's performance on your Social Media channels.
Measure channel performance: SMS
Use the SMS report to review your team's performance on the SMS channel.
Measure channel performance: Voice
The Voice tab measures phone support: how many calls you took, how many you missed and why, how long callers waited, and how each agent handled their queue.
Analyze your Gorgias metrics with the drill-down
If you want to find out why a metric has a certain value, you can see the tickets that were used in computing. The drill-down feature is available for all metrics in the Support Performance Overview. The numbers will turn blue on hover. When you clic
CX Performance Tips
This feature empowers you to unlock the power of benchmarking for continuous improvements - you can measure, compare, and gain valuable insights by evaluating your support performance against other merchants on the same plan and with similar resource
Score the quality of your tickets with Auto QA
Whenever your agents close a new conversation with a customer, Gorgias uses Auto QA to automatically evaluate and assign a quality score to the ticket using AI. Rather than manually checking tickets, your reviewers can use the scores from Auto QA to
Measure support performance: Revenue report
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
