Measure helpdesk performance: OverviewUpdated an hour ago

The Overview report is your account-wide view of support performance: how fast your team responds and resolves, how much work is coming in, how well you're meeting your SLAs, and how all of that splits across agents, channels, stores, and AI Agent.

Open the Overview report

When you select the Overview category from the menu, you can access the Overview report from the first tab along the top of the page.

1. From your helpdesk, select  Analytics in the product switcher at the top of the left sidebar.
2. In the menu, locate  Helpdesk performance, then click Overview.
3. At the top of the page, make sure the Overview tab is selected.

Reporting metrics

The cards at the top of the report display your Key Performance Indicators (KPIs) for the selected period. The available metrics in the Overview report include:

Show or hide metrics from the report

You can choose which metrics to display on the report to keep it relevant to your team's needs.

1. From the Overview report, click Edit metrics.
2. Click the toggle to show or hide a metric.
3. Drag the rows to order more important metrics first.
4. Click Save.

Compare metrics over time

Each metric is displayed with a percentage value, and a small chart. The percentage compares the displayed value to the previous period of the same duration, and the chart shows you how the metric has evolved over time.

1. From the Overview report, scroll to any metric in the Reporting metrics area.
2. Hover your cursor over the percentage for details on the period being compared.
3. Move your cursor along the chart to see the reported value for a specific date.

Open the metric drill-down

The metrics that make up your reports are calculated based on specific tickets in your helpdesk. You can use the drill-down table to see exactly which tickets were included in a metric's calculation for the selected period. Instead of seeing a number in isolation, you can review and export the tickets that were used to calculate it for further analysis.

Each ticket in the table shows the metric value as it was at the end of the period you selected. Other values — such as the assignee or contact reason — reflect the ticket's current state, not its state during the reporting period.

1. From the Overview report, scroll to any metric in the Reporting metrics area.
2. Click the reported value to open the drill-down table.

To export the tickets, click Export in the top-right corner of the drill-down table, then select either Export metadata only or Export with message content. We'll email you a download link for the export file once it's ready.

Charts

The Overview report contains two types of charts to help you visualize your data.

The first chart breaks down your metrics visually, using Sankey charts and bar charts, and the second graphs your performance metrics over time on a trend chart. A variety of metrics can be displayed in each chart, including:

Change what each chart displays

You can change the data that each chart shows in the report by selecting from the metrics listed above. Where applicable, you can also slice the data by channel, by store, or by agent type.

1. From the Overview report, scroll to the Charts area.
2. Click the title at the top of either chart.
3. Select a metric from the dropdown menu.
4. When the option is available, a second dropdown menu will appear. Click this menu to slice the data by channel, store, or agent type.

Compare performance in the breakdown table

The Performance breakdown table at the bottom of the Overview report allows you to see individual contributions to your overall metrics. You can use the buttons at the top of the table to switch between six breakdowns:

Agent compares every agent on:

Agent type compares AI Agent against human agents so you can quantify how many of the following metrics AI is handling:

Channel and Store compares performance metrics per channel and per connected store:

SLAs compares your achievement rates between SLA policies:

Macros ranks your macros by:

Show or hide metrics in a table

All of the metrics listed above can be added as a column to the table.

1. In the Performance breakdown section, select a performance breakdown table.
2. Click Edit table.
3. Click the toggle to add or remove a column.
4. Drag the rows to order more important metrics first.
5. Click Save.

FAQ