Gorgias Analytics: Helpdesk performance reportsUpdated an hour ago

The Helpdesk Performance analytics section gives you a granular, customizable, and transparent view of your support operation: performance, workload, quality, and ticket trends. The three pages in this section (Overview, Channels, and Help Center) share the same layout, so they are easy to navigate. Every metric has a documented formula in a built-in glossary, also visible when you hover over a metric in any report, so you always know how a number is calculated. The reports are built to help you slice the data the way your business runs: choose the charts, tables, and metrics that suit your needs, and your customized views are saved to your preferences. You can also dive into granular data with channel, store and intent breakdowns, year-over-year comparisons, AI Agent vs. team performance, and more.

Review Helpdesk performance reports

Your helpdesk performance is divided into three categories: Overview, Channels, and Help Center. Within each category, you'll find various reports breaking down your support performance data. To access the reports, follow the steps below:

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate  Helpdesk performance, then select Overview, Channels, or Help Center.
4. Along the top of each report, click the tabs to navigate through the detailed reports.

Each category contains the following reports that you can open by clicking through the tabs along the top of the page:

Overview: Contains reports relating to your Support performance, CSAT, Ticket attributes, and Busiest times.

Channels: In the channels section, you can switch between dedicated reports for Email, Chat, Social, Voice, and SMS.

Help Center: Contains one report that shows your most popular articles and search terms.

Components of Helpdesk performance reports

Every report follows the same structure, so you can compare metrics across reports. At the top, you'll find customizable reporting metrics, followed by two side-by-side charts that visualize your performance breakdown and your performance over time. At the bottom of the report, you'll find a performance breakdown table, allowing you to compare your metrics across individual contributors.

1. Reporting metrics

Each metric card displays a value for the selected time period, a trend badge comparing it to the previous period of the same length, and a small chart of the metric over time.

Show or hide metrics

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

1. Click Edit metrics.
2. From the panel, click the toggle next to a metric to show or hide it from the report.
3. Click and drag the six-dot icon next to a metric to reorder it, placing your most important metrics first.
4. Click Save.

2–3. Performance breakdown and Performance over time charts

The breakdown chart allows you to visualize your metrics with Sankey funnel charts and bar charts.

The Performance over time chart shows how a metric changes across your date range, grouped by the interval you select in the Aggregation filter.

Change what each chart displays

You can change the data that appears in each chart. Where applicable, you can also slice the data by channel, by store, or by agent type.

1. Click the title at the top of either chart.
2. Select a metric from the dropdown menu.
3. When the option is available, a second dropdown menu appears. Click this menu to slice the data by channel, store, or agent type.

How to read a Sankey chart

A Sankey chart shows how a total splits into smaller groups. Read it from left to right: the bar on the far left is the total for your date range, and each band flowing out of it carries part of that total to the next group. The thicker the band, the more tickets it represents.

For example, if 1,000 tickets were created and 800 of them were inbound, the band from created tickets to inbound is four times as thick as the band to outbound.

Every ticket ends up in exactly one group on the right, so those groups add up to the total on the left. If a ticket was closed and then reopened during your date range, it counts as reopened, not closed. Watch a 30 second demo video to learn more.

4. Performance breakdown table

The Performance breakdown table at the bottom of a report allows you to see individual contributions to your overall metrics.

Switch between breakdowns

1. Scroll to the Performance breakdown table.
2. Click the tabs along the top of the table to select a breakdown.

Show or hide metrics from the table

You can customize which metrics should appear in the report by adding them as columns to the table.

1. In the top-right corner of the table, click Edit table.
2. From the panel, click the toggle next to a metric to add or remove it from the table.
3. Click and drag the six-dot icon next to a metric to reorder it, placing your most important metrics first.
4. Click Save.

Filter reports

The Date and Aggregation filters always appear at the top of a report. Use the Date filter to show data for a custom range of up to 365 days, or choose a preset such as Today, Past 7 days, Past 30 days, Past 60 days, or Past 90 days.

The Aggregation filter controls the interval used by the performance over time chart. When you adjust your date filter, the available aggregation options update between hour, day, week, and month.

You can also add additional filters to a report to narrow it further — by Channel, Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, Ticket fields, or Auto-QA scores.

1. At the top of a report, click Add filter.
2. In the menu, select the filter you'd like to apply.
3. (Optional) To reuse this filter later, click Save Filters and give it a name.

Reuse a saved filter

1. At the top of a report, click Apply Saved Filter.
2. Select a filter from the list.

Export report data

You can export a report's data as a CSV file, or export a PDF snapshot of the report with its current filters applied.

1. In the top-right corner of a report, click Export.
2. Select either Export as CSV or Export as PDF.

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