Statistics 101Updated 2 months ago

Use the Statistics section to check on your team's productivity and efficiency, hone in on some inefficiencies, get a holistic view of what issues your support team is facing, and assess trends.

By default, the date period will automatically be set to the last 7 days, but you can change that by using the date picker on the top right.

The max date aggregation range is 1 full year (365 days), metrics exclude deleted (merged), trash, and spam tickets (if the event happens during the period), and each cluster currently has its own cutoff date for historical data, due to some technical limitations.

Events happening after the chosen period don't affect the statistics - this means that the metrics' value won't change over time for a given period which will help you gain more accurate insights over time. 

For example:

• If a ticket is reopened after the chosen period, it won't change the number of tickets closed at the end of the selected period (if a ticket was closed on Thursday and it reopened on Saturday, but your selected date range is from Monday to Friday, the ticket will still count as closed).
• If a Tag is removed from a ticket after the chosen period, the stats will still count the ticket for the selected period.
• If a ticket is marked as spam/trashed/merged/deleted after the chosen period, it will still be counted during the selected period.
• If a ticket is reassigned after the selected period, the tickets will stay associated with the last assignee of the period.

Metrics

• Tickets Created - how many tickets were created during a specified time period (it takes into account tickets created by customers and those created in the helpdesk)
• Tickets Replied - how many tickets received at least one response from an agent
• Tickets Closed - how many tickets were closed during a specified time period (if a ticket is closed multiple times during that period, we'll only count one of those, and we count snoozed tickets in here)
• Messages Sent - how many messages in total were sent by an agent, excluding internal notes
• First Response Time - the time between the first message from a customer and the first response from an agent (your auto-reply Rules won't affect FRT)

• Resolution Time - the time between the first message from a customer and the moment a ticket with at least one response from an agent or Rule is closed by an agent or a Rule - if a ticket is opened and closed multiple times during a specified time period, RT is the total time between the first message from the customer and the most recent time the ticket was closed

• One-touch Tickets - tickets closed with only one response from an agent or Rule
• Increase/Decrease - under each metric, you'll see a percentage showing a change as either positive or negative

Sections

Live

This feature provides transparency on the team's daily activity: the current workload of your agents, how long they've been online, and their current status (online or offline). 

Learn more about Live Statistics.

Support Performance

This section allows you to understand the quality of the customer support you provide over a given period and create strategies based on the data.  

Check out our dedicated articles on this section.

Ticket Insights

This section of Statistics provides insight into ticket aspects like Ticket Fields, Tags, Macros, and Intents - components of tickets that provide more information about the type of ticket it is and the pre-made responses to them.

Check out our dedicated article on this section.

Automate

Here you'll be able to measure the impact of automated interactions in your workflows and see the value added by Automate.

It'll show the evolution of your usage over time, help you track how many shoppers' requests are handled via Automate features and, most importantly, it'll share actionable insights with you about your products - you can see exactly which of your products generate return requests and issue reporting the most.

Check out our dedicated article on this section.

Convert

The best way to track how well your Gorgias Convert campaigns are doing is by looking into the Convert reporting section. From there, you'll be able to track your campaigns and conversion, as well as campaign revenue, total revenue, etc.

Check out our dedicated article on this section.

Voice

The Voice section provides a closer examination of the 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.

Check out our dedicated article on this section.

FAQs

Can I get a daily export of our stats messaged to me?

Yes - check out this neat little tutorial by our CTO Alex on how you can create a Zap that'll send your statistics daily to you via Slack:

Does an internal note affect counting tickets as one-touch?

One-touch refers to one public message sent to the customer by an agent or a Rule, so internal notes won't affect this KPI.

What will happen if the ticket is just closed by an agent without a reply? What does it look like in statistics?

As for the closing, the number of tickets closed may not reflect on each agent because tickets don't need to be assigned to an agent to be closed. For example, if they're closed by a Rule or just opened quickly and closed, it doesn't count as agent productivity. The main thing is that, if tickets weren't assigned to an agent when they were closed, they won't be counted.

How does deleting a user affect statistics?

All statistics data for this user will be deleted, but their tickets will remain. Check out our dedicated article on this.

When the new Email integration is set, how will Spam messages be counted?

Imported spam emails are placed in the Spam ticket View and won't be counted in statistics. Spam tickets, like those in the Trash View, are automatically deleted after 30 days.

When tickets are merged, does that change the metrics associated with each ticket?

Statistics for the tickets merged into the final ticket will be lost because these tickets are deleted.

How often are statistics updated?

Statistics are updated immediately, so every action should reflect right away. If you notice anything different and refreshing the page and clearing your cache and cookies doesn't help, please reach out to our Support team.