Measure support performance: ChannelsUpdated 3 hours ago

The Channels report shows your support performance broken down by communication channel. Use it to compare ticket volume, response times, and satisfaction scores across every channel your team uses, so you can identify where demand is highest and where to allocate your staffing and resources.

Requirements

• Available on all Helpdesk plans
• All roles can view the Channels report
• Only the account owner, admins, and leads can download ticket data

View metrics by channel

The Channels report organizes data into a table, where each row is a separate channel, and each column is a metric. The values in the table are the results of each metric calculation for your selected time period.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Support performance, then select Channels.
4. Open the Date filter to adjust the report’s time frame, or click Add Filter to filter the report with custom dimensions.

The table displays the following metrics. Click Edit columns in the top-right corner of the table to show or hide any of them:

• Channel — The channel name.
• Created tickets — Number of tickets created in that channel.
• % of created Tickets — That channel's share of your total ticket volume.
• Closed tickets — Number of tickets closed.
• Ticket handle time — Average time spent handling a ticket.
• First response time — Median time from ticket creation to first agent reply.
• Average response time — Median time between messages on a ticket.
• Resolution time — Median time from ticket creation to resolution.
• Tickets replied — Number of tickets that received at least one reply.
• Messages sent — Total outbound messages sent.
• Messages received — Total inbound messages received.
• Average CSAT — Average customer satisfaction score.
• Human response time after AI handoff — Median time from AI handoff to first human reply (only visible when your AI agent is active.)

Click the Heatmap toggle in the top-right corner of the table to apply color shading to each cell. Higher values appear darker, making it easier to spot which channels stand out for any given metric.

Filter the report

The date range filter at the top of the page applies to all metrics and supports a range of up to 365 days. To narrow the data further, click Add Filter and choose from:

• Channels
• Integrations
• Tags
• Agents
• Assigned team
• Custom fields
• Score
• Stores
• Auto QA

Export report data

To download the table as a CSV file, click Download Data in the top-right corner of the report.

Drill-down and download ticket data

Click any value in the report to open the drill-down table and review the tickets that are included in the calculation of the metric. You can select a ticket from the table to open it in Gorgias, or download the ticket data as a CSV to analyze it outside of Gorgias.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Support performance, then select Channels.
4. Click a value in the report.
5. Review the table directly in Gorgias, or click Export in the top-right corner.
6. Select either Export metadata only or Export with message content.
7. We'll email you a download link for the export file once it's ready.