Statistics 101Updated 6 months ago
Use the Statistics section in your Gorgias helpdesk to check on your team's productivity and efficiency. It can also help you hone in on some inefficiencies. If you are utilizing tags and macros, it's a great way to get a holistic view of what issues your support is facing and to assess trends.
How it works
Navigate over to Statistics by using the menu on the top left and select "Statistics" from the drop-down. This will bring you to the Overview page of your statistics. By default, the date period will automatically set to the last 7 days but you change that using the menu on the top right. You will be able to see statistics for a maximum of 1 year at a time.
Data Sets
As of now we have two categories for displaying your performance statistics - Live and Support Performance.
Live
Due to the prevalence of working from home, this feature provides transparency to managers on the daily activity of the team: the workload of your agents at any given moment, how long they have been online and their current status (online or offline).
In the Live statistics dashboard you will find two pages, Overview and Agents.
Overview
In the page header, you'll find the total number of agents online, agents offline, total assigned open tickets, and total unassigned open tickets. Feel free to use the filters in upper right-hand corner menu to narrow down the data range that you want to have displayed.
The online/offline status is updated every 5 minutes. Thus, if you are checking your online status directly after connecting to the helpdesk, you might see your status set on offline for the first few minutes.
Agents
This page will show you a table with agent names, their current status and how long they've been online, how many tickets they closed so far, how many sent messages, how many open tickets they're assigned to at the moment and those are divided then into corresponding channels as well.
You can see the full explanation of Agent availability and possible statuses, here.
Support Performance
You can customize the data you are viewing on this page by selecting options from the 'All integrations', 'All agents', 'All tags' and 'All channels' drop-down menus.
You can now filter by teams as well! If you navigate over to the 'Agents' filter as shown on the screenshot below, you will notice that your agents are grouped into your teams here. This is a new and improved version of the 'Agent' dropdown. You can find more information on the Overview update here.
*Example: If you only wanted to see data for 1 specific agent, you can select that agent. If you wanted to see all Facebook Messenger inquiries that were tagged with "cancel order", you would select "Facebook - Messenger" from the channel menu and "cancel order" from the tags menu.
Filter by integration
Another new addition is the filter by integration option! This should help you to get more insight into how your support tickets are handled per integration.
It could enable you to get accurate statistics on how you’re managing multiple brands on your help desk by filtering individually on each e-commerce platform integration. You can use this filter in any statistics, not just support performance.
Metrics
Tickets Created represents how many tickets were created during the specified time period. It takes into account the tickets created by customers, as well as the tickets created from inside Gorgias. (Still not sure what that means? Keep reading!)
Tickets Replied shows how many tickets received at least one response from an agent.
Tickets Closed shows how many tickets were closed during the specified time period. If a ticket is closed multiple times during that period we will only count one of those.
*Note: A discrepancy can occur between the total daily number of 'Tickets replied' and the total number of weekly 'Tickets replied'. This is because when checking the daily statistics, the same ticket can appear on multiple days if the customer continued reaching out, therefore showing that same ticket in more than one daily report. The weekly statistics will count that same ticket only once.
*Note: Snoozed tickets will also count toward your closed tickets count until they are reopened.
*Note: Phone tickets need to be assigned to an agent so that the statistic can be computed.
Messages Sent shows how many messages were sent by an agent or a rule. This metric counts not just one reply in a ticket but how many messages in total were sent.
Messages Received shows how many messages your Gorgias account received in total.
First Response Time is the time between the first message from a customer and the first response from an agent. Please keep in mind, your auto-reply rules won't affect FRT.
For example, if the ticket was created on Monday at 8 AM, and received the first agent reply on Tuesday at 8 AM, the FRT would be 1 day. If the auto-reply was sent to the same ticket only 1 min after it was opened, the FRT would still be 1 day, since that's the time it took for an agent to send a reply.
Furthermore, it would show up if you are checking the stats for Monday, as that is the time when the ticket was created. If you check the stats for Tuesday, that ticket will not show up.
*Note: If a ticket is created by an agent, FRT is not tracked from that moment - instead, it will start when the customer replies to the message and will depend on when the next agent reply is sent.
Resolution Time is the time between the first message from a customer and the moment a ticket with at least one response from an agent (or a rule) is closed by an agent (or a rule).
If a ticket is opened and closed multiple times during the specified time period, Resolution Time is the total time between the first message from the customer and the most recent time the ticket was closed.
*Note: If a ticket is snoozed, the resolution time will not be decreased. For example, if a ticket is resolved in 1h but is snoozed for 10h before being closed for good, the resolution time will be 1h+10h = 11h.
One-touch Tickets are tickets closed with only one response from an agent or rule.
Increase/Decrease - Under each metric, you will see a percentage showing a change as either positive or negative. If you hover over this metric it will give you the delta it is comparing it against.
How are metrics calculated?
The median metric shows the amount of time your clients wait for the first response from an agent or the resolution of the ticket. The 90% metric shows that 90% of the tickets get their first response from an agent or are resolved within the time stated.
Example I: If the median is 2 hours and 90% is 4 hours, it means that the tickets on average are resolved/replied to within 2 hours, and 90% of them receive the reply within 4 hours.
Example II: Let's say a customer named Debbie sends an email for the very first time to customer support. That is now 1 ticket created and 1 message received.
Then, agent Joe responds to that ticket and closes it after his response.
Then Debbie responds back the next day.
Then Joe sends another 2 messages and Debbie sends another 3.
Then customer Harry sends an email that was an obvious accident and it said something like this, 'sdjkhfgjkfhg'. Clearly, Harry didn't mean to send that, so agent Joe doesn't respond and just closes the ticket.
To recap: Debbie and Harry each sent an email. Joe and Debbie go back and forth, Joe sends a total of 3 messages and Debbie sends a total of 4 messages. The ticket is closed 4 times. Joe doesn't respond to Harry's email but just closes it out. Here's what the metrics would look like:
- Tickets Created: 2
- Tickets Replied: 1
- Tickets Closed: 2
- Messages Sent: 3
- Messages Received: 5
*Note: Also, please keep in mind that the results for both Statistics and Revenue Statistics are shown in the time zone of the currently logged-in agent. Meaning, if you have the time zone in your account set up as PST, then the statistics that you're viewing will be shown in PST as well.
Graphs
Live - Overview
This graph shows a line chart by the hour of tickets created, tickets closed and tickets replied in total. It tracks your ticket volume during all hours of the day, not just during your working hours.
If you have business hours set up, they will be highlighted in white on the graph. The hours shown in the graph are according to your user profile's timezone.
Live - Agents
On this chart you will see how long each of your colleagues has been online for in Gorgias this day, how many of their assigned tickets they closed so far, how many messages sent, and how many open tickets they have assigned to them at the moment. The last column will also show you how many tickets per channel they have assigned to them as well.
Agents are ordered by online status and their first name. This means that online agents are shown first and ordered by their name. Offline agents are shown second and they are organized by their name too.
Online time measure:
- The metric is counted from 12 am-11:59 pm, in your user profile's timezone. However, in the tooltip, you will see the session started/session ended hours in the agent's timezone (timezone specified in the tooltip).
- The green indicator shows if an agent is online, 1st time they've been online this day on hover.
- The orange indicator if the agent is offline, last time he has been noticed offline this day on hover.
- They're checking the Live Agent report directly after connecting to the helpdesk (it can take a few minutes to update)
- or they have the banner "You're not connected to live ticket updates" (the online time won't be tracked in this case)
The table displays 25 agents per page. If you are looking for specific agents, you can use the agent filter (upper right-hand corner menu ) to select them.
Support performance - Overview
In the Overview section, you will see a graph for:
- Tickets Created
- Closed Tickets
- Tickets Replied
- Messages Sent
- Total workload by channel
*Note: The timezone in statistics (busiest time of the week) is the timezone associated with the timezone set in your Settings --> Your Profile --> Timezone. This is set on an agent basis.
Support performance - Tags
The Tags section in Statistics will show you how many tickets were created during a specific time period that have a certain tag attached to them. Here you can also download a CSV of this data using the icon on the right-hand side. You can also use the filters on the top right to change the time period and to select specific channels. Lastly, as of now, you will also have links to all of the tickets created per tag as shown on the screenshot below:
Support performance - Channels
When you want to get a clear overview of your ticket volume based on the different communication channels such as Facebook Messenger, Instagram Comments, Email, Chat, etc., this is the section you will want to dive into.
As of now, you will also have links to the tickets created per channel as shown below:
Support performance - Agents
The Agents section of Statistics will show you how many tickets were closed by each agent during this period. You can hover over each day in the graph and see the breakdown per agent for the day. You can also see each agent's satisfaction rating if you are using the Satisfaction Survey Feature.
Support Performance - Satisfaction
Another useful addition to Statistics is the Customer Satisfaction Survey and using it will give you great insight into how your agents are responding to inquiries and what exactly needs to get better. Feel free to grab more details here.
In the Satisfaction settings of Statistics, you will find metrics that show you how many surveys were sent out over the specified time period, the percentage of how many were responded to, the average rating, and the rating distribution. You will also see percentages about how all of this changed in comparison to a previous date set. You can hover over the percentage to see the delta it is being compared against.
Below these data sets you will see a list of all of the Satisfaction Surveys that received a response. If the customer left a comment on the response you will see that as a clickable link under the 'Comment' column. If they did not leave a response there will be a link to the ticket. To see a breakdown per agent, simply navigate back up to the Agent section of Statistics.
Support Performance - Revenue
Revenue statistics allow you to measure how much money your support team is generating by helping customers through the purchasing journey. To get familiar with this feature in a bit more detail, please visit our Revenue statistics guide.
FAQs
Can I get a daily export of our stats messaged to me?
Yes! Check out this neat little tutorial by our resident tech wiz Alex on how you can create a Zap that will 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 agent or rule), so internal notes won't affect this KPI.
What will happen if the ticket is just closed by an agent without a reply? How does it look like in statistics?
As for the closing, the number of tickets closed may not reflect on each agent because tickets do not need to be assigned to be closed. For example, if they are closed with a rule or just opened quickly and closed, it does not count as agent productivity. The main thing is that if tickets are not assigned to an agent when they were closed, they will not be counted.
I pulled statistics for the same data range twice in three days and there were differences between values. Is this a mistake?
No, this is expected behavior. Please keep in mind that some events can affect the statistics: a ticket has been reopened, 2 tickets have been merged, a ticket has been marked as spam...
How is deleting a team member affecting statistics?
All the statistics data for this user will be deleted, but their tickets will remain. You can find more details here for team management.
When the new email integration is set, how will Spam messages be counted?
Imported spam emails are placed in the Spam ticket view and will not be counted in statistics. Spam tickets are automatically deleted after 30 days.
When tickets are merged, does that change the metrics associated with each individual ticket?
The statistics for the tickets that are merged into the final ticket will be lost because these tickets are deleted.
How often are statistics updated?
The statistics are updated immediately, so every action should reflect the statistics right away. If you notice anything different, please reach out to our support team.
