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Legacy OverviewUpdated 4 months ago

This report is available only to subscribers who began using Gorgias before August 2023. They will retain access to the legacy Overview until June 2024, after which it will be deprecated.

In the Overview section, you'll see a graph for:

  • Support Volume (number of tickets created and closed, and replies by agents)
  • Resolution Time (the time between the first message from the customer and the last message from an agent or Rule when the ticket got closed)
  • First Response Time (the time between the first message from the customer and the first message from the agent)
  • Busiest Time of the Week (tickets created per hour per day of the week).

You can also hover over the small ⓘ icon next to the metric name for a reminder of what the graph is showing exactly.

The resolution time and the first response time are shown in percentiles, graphically. For the busiest time of the week, the results show the total ticket volume.

You can also download these data sets as a CSV file by clicking the icon on the right-hand side.

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