Measure helpdesk performance: OverviewUpdated 13 days ago
Who can use this feature?
The Overview tab of 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 tab
Overview is the first tab of the Overview report, so it's what loads by default.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Helpdesk performance, then click Overview.
- At the top of the page, make sure the Overview tab is selected.
Reporting metrics
The cards at the top of the tab display your Key Performance Indicators (KPIs) for the selected period. The available metrics on the Overview tab include:
Show or hide metrics from the tab
You can choose which metrics to display on the tab to keep it relevant to your team's needs.
- From the Overview tab, click Edit metrics.
- Click the toggle to show or hide a metric.
- Drag the rows to order more important metrics first.
- 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.
- From the Overview tab, scroll to any metric in the Reporting metrics area.
- Hover your cursor over the percentage for details on the period being compared.
- 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.
- From the Overview tab, scroll to any metric in the Reporting metrics area.
- 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 (up to 2.5 years of data) or Export with message content (up to one month). We'll email you a download link for the export file once it's ready. Only leads and admins can export from a drill-down.
The drill-down for an SLA metric also shows each ticket's SLA policy and its status: Achieved, Breached, or Pending.
Charts
The Overview tab 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 on the tab by selecting from the metrics listed above. Where applicable, you can also slice the data by channel, by store, or by agent type.
- From the Overview tab, scroll to the Charts area.
- Click the title at the top of either chart.
- Select a metric from the dropdown menu.
- 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 tab 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:
The table opens with Resolution time, First response time, Messages per ticket, Average CSAT, and Total time. Every agent included in your filters gets a row, even agents with no activity in the period, and AI Agent appears as its own row. Use the search box to find an agent, or click a column header to sort.
Most ticket metrics credit the agent currently assigned to the ticket. First response time, Median response time, Human response time after AI handoff, Messages sent, and Tickets replied credit the agent who sent the message instead.
The availability columns (Total time, Available time, Unavailable time, On a call time, Call wrap-up time, and your custom statuses) only respond to the Date and Agent filters. Total time is how long the agent had at least one Gorgias tab open, and it equals Available time plus Unavailable time.
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:
In the Channel table, each row is a ticket channel that had activity in the period. Email and Contact Form are separate rows, even though the Email tab of the Channels report combines them. Click any value to open the tickets behind it.
SLAs compares your achievement rates between SLA policies. Each row is one policy with data in the period, and the policy name links to its settings:
To track your policies over time, open the Performance metrics over time chart, select Achievement rate, and slice it By SLA policy.
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.
- In the Performance breakdown section, select a performance breakdown table.
- Click Edit table.
- Click the toggle to add or remove a column.
- Drag the rows to order more important metrics first.
- Click Save.
Your column layout is saved to your own view. It doesn't change the table for anyone else on your team.
How SLA metrics are counted
Achievement rate is the share of tickets that achieved their SLA out of all tickets that either achieved or breached it. Tickets with achieved SLAs and Tickets with breached SLAs are the two sides of that ratio.
- Tickets are placed by their SLA deadline. A ticket created last month whose SLA deadline fell this week counts in this week's numbers.
- Pending tickets are left out. A ticket whose SLA hasn't been decided yet, such as one that met its first response goal but is still open, doesn't count as achieved or breached until it reaches a final status.
- Each ticket counts once. If a ticket's SLA policy changes, only its latest policy counts.
- Spam, trashed, and deleted tickets are excluded.
- A period with no qualifying tickets shows an achievement rate of 0%.
Voice SLAs are reported separately on the Voice tab of the Channels report, where each pass of a call through a queue is evaluated on its own.
FAQ
Is there an Average or Total row in the Agent table?
No. The Agent table lists each agent individually. For team-wide figures, use the metric cards at the top of the tab. To narrow them to specific agents, add the Agent filter.
Why did a ticket's SLA show up in a different week than the ticket was created?
SLA metrics are counted in the period where the ticket's SLA deadline fell, not when the ticket was created or closed. A ticket created on a Friday with a Monday deadline counts in the week that contains Monday.
Why does the Channel table show Email and Contact Form separately?
The Channel table lists every ticket channel on its own row. The Email tab of the Channels report groups Email and Contact Form together, so its numbers cover both rows at once.
