Gorgias Analytics: Helpdesk performance reportsUpdated 8 minutes ago
Who can use this feature?
You can use the Helpdesk performance reports to review metrics like how fast your team replies, how many tickets your helpdesk handles, and your customer satisfaction (CSAT).
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:
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Helpdesk performance, then select either Overview, Channels or Help Center.
- 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
- Overview
- CSAT
- Ticket attributes
- Busiest times
Channels
- Chat
- Social
- Voice
- SMS
Help Center
- Overview
Components of helpdesk performance reports
Every helpdesk performance report follows a similar layout. Click the toggles in each section to review which metrics you'll find in each report.
Reporting metrics
Found at the top of the report, each 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. Click the reported number to review the tickets that make up the calculation.
Overview: Overview
Overview: CSAT
Channels: Email
Channels: Chat
Channels: Social
Channels: Voice
Channels: SMS
Help Center
Charts
Below your reporting metrics, you'll find two charts: one displays a breakdown, and the other your performance over time. Click the chart's title to switch between which chart is displayed. Where applicable, you'll also see a drop-down menu that you can use to slice the data by Channel, Store, or Agent type.
Overview: Overview
Overview: CSAT
Overview: Ticket attributes
Channels: Email
Channels: Chat
Channels: Social
Channels: Voice
Channels: SMS
Help Center
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.
Performance breakdown table
At the bottom of each report is a performance breakdown table. Each table is sortable and searchable, and allows you to see a breakdown of the metrics by agent, channel, store or SLAs.
Overview: Overview
Overview: CSAT
Overview: Ticket attributes
Channels: Email
Channels: Chat
Channels: Social
Channels: Voice
Channels: SMS
Help Center
FAQ
Why does the same metric show a different number on two tabs?
Each channel tab filters the metric to that channel's traffic, so Resolution time on the Email tab only counts email and contact form tickets, while Resolution time on the Overview tab counts every channel. Filters you apply also carry across tabs, so check the filter bar before comparing.
Where can I read the exact definition of a metric?
Hover the title of any metric card or table column to see a short definition, then click View metric details to open the full panel. From there, click View all metric definitions to open the Metrics glossary, which lists every metric with its category and definition in one searchable table.
