Support performance
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Support Performance Statistics
This section of Statistics provides insight into the performance of your entire Support team, taking a look at the general Overview, Agents, Busiest times of days, Channels, Satisfaction, and the Help Center for a complete picture of the Support you
Ticket Insights Statistics
This section of Statistics provides insight into ticket aspects like Ticket Fields, Tags, Macros, and Intents - components of tickets that provide more information about the type of ticket it is and the pre-made responses to them. With the Ticket Fie
Agent Performance report
You can use the Agents performance report to evaluate the effectiveness of your agents over a specific period of time. By comparing detailed performance metrics for each individual agent, team leaders can distribute work more efficiently and identify
How Metrics are Calculated
This is a breakdown of the various metrics talked about in our statistics - what they are and how they're calculated. We often mention the median - while the average is the sum of all values divided by the number of values, the median is the middle v
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
Help Center Statistics
This report enables you to optimize content, explore popular queries and search trends, amplify shoppers' experience, and make informed, data-driven decisions. Navigate to Statistics -> Support Performance -> Help Center and pick a time period. It'll
Gorgias SLA report
If you’ve set SLAs in Gorgias, the SLA report helps you track how consistently your team meets your service targets over time. It gives you a clear view of what’s working, where breaches happen, and which tickets or calls are driving results so you c
Automatically 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
Review ticket quality in the Auto QA report
You can use the Auto QA report to get full visibility into the quality of your teams’ interactions with customers. As your agents close conversations with customers, Gorgias uses Auto QA to automatically evaluate and assign a quality score to their t
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
