209 Results for "tags"
Measure support performance: SLA report
If you’ve set SLAs in Gorgias, the SLA report helps you track how consistently your team meets your service targets over time. It gives you a clear view of what’s working, where breaches happen, and which tickets or calls are driving results so ...
Voice Overview Report
Voice Overview report provides an overall call volume as well as additional details of each call that can help you determine how to optimize your resources and what areas can be improved. Combined with Voice Agent report this will give you a clearer picture on the performance of your Phone ...
How Metrics are Calculated
This is a breakdown of the various metrics talked about in our statistics - what they are and how they're calculated. Tip: Join Gorgias Academy for access to programs designed to increase your Gorgias Admin proficiency, including lessons on discovering insights from CX data, and ...
Voice Analytics 101
Voice Analytics provides a closer examination of the call volume, team performance, individual accomplishments, as well as customer experience that callers get when getting in touch with your brand. If you navigate to Analytics -> Voice, you can see two reports: Overview: provides ...
Help Center Statistics
This report enables you to optimize content, explore popular queries and search trends, amplify shoppers' experience, and make informed, data-driven decisions. Navigate to Statistics -> Support Performance -> Help Center and pick a time period. It'll be automatically set ...
Measure support performance: Agents
You can use the Agents performance report to evaluate the effectiveness of your agents over a specific period of time. By comparing detailed performance metrics for each individual agent, team leaders can distribute work more efficiently and identify areas where team members can improve. In the report, you ...
CX Performance Tips
This feature empowers you to unlock the power of benchmarking for continuous improvements - you can measure, compare, and gain valuable insights by evaluating your support performance against other merchants on the same plan and with similar resources. By leveraging these insights from the Overview page, you ...
Satisfaction (CSAT)
Using the Customer Satisfaction Survey will give you great insight into how your agents are responding to inquiries and what exactly needs to improve. You can see how many surveys were sent out over a specified time period, how many were responded to, the average rating, and ...
