Gorgias Analytics: Helpdesk performance reportsUpdated 21 hours ago

The Helpdesk performance section of Analytics gives you a granular, customizable, and transparent view of your support operation: performance, workload, quality, and ticket trends. Every report follows the same layout, every metric has a documented formula, and you can customize and save the metrics displayed on every report to meet your team's needs.

Access Helpdesk performance analytics section

Helpdesk performance is a section in your Analytics that contains three reports: Overview, Channels, and Help Center. The Overview and Channels reports have tabs along the top that switch the information shown. When you select one of these reports, it opens on its first tab:

• Overview: Support performance, CSAT, Ticket attributes, and Busiest times.
• Channels: Email, Chat, Voice, SMS, and Social.
• Help Center: Shows your most popular articles and search terms on a single page.

To access the reports, follow the steps below:

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate  Helpdesk performance, then select Overview, Channels, or Help Center.
4. Along the top of the Overview or Channels report, click a tab to switch the information shown.

Components of Helpdesk performance reports

The tabs in each report follow a similar structure.

1. Metric cards (top): each card shows the value for the selected date range, a trend badge comparing it to the previous period of the same length, and a small chart of the metric over time.
2. Breakdown chart (middle left): splits a metric by channel, store, or agent type, as a bar chart or a Sankey funnel chart.
3. Trend chart (middle right): shows how a metric changes across your date range, grouped by the interval set in the Aggregation filter.
4. Breakdown table (bottom): compares your metrics across individual contributors, such as agents or teams. Switch between breakdowns using the buttons at the top of the table.

The Date and Aggregation filters always appear at the top of the report.

Customize your reports

When you customize a report, your preferences will be saved and apply next time you open it.

Show or hide metrics

You can choose which metrics to display on the report to keep it relevant to your team's needs.

1. Click Edit metrics.
2. From the panel, click the toggle next to a metric to show or hide it from the report.
3. Click and drag the six-dot icon next to a metric to reorder it, placing your most important metrics first.
4. Click Save.

Change what each chart displays

You can change the data that appears in each chart. Where applicable, you can also slice the data by channel, by store, or by agent type.

1. Click the title at the top of either chart.
2. Select a metric from the dropdown menu.
3. When the option is available, a second dropdown menu appears. Click this menu to slice the data by channel, store, or agent type.

Edit data in the breakdown table

You can customize which metrics should appear in the report by adding them as columns to the table.

1. In the top-right corner of the table, click Edit table.
2. From the panel, click the toggle next to a metric to add or remove it from the table.
3. Click and drag the six-dot icon next to a metric to reorder it, placing your most important metrics first.
4. Click Save.

Read the charts

How to read a Sankey chart

A Sankey chart shows how a total splits into smaller groups. Read it from left to right: the bar on the far left is the total for your date range, and each band flowing out of it carries part of that total to the next group. The thicker the band, the more tickets it represents.

For example, if 1,000 tickets were created and 800 of them were inbound, the band from created tickets to inbound is four times as thick as the band to outbound.

Every ticket ends up in exactly one group on the right, so those groups add up to the total on the left. If a ticket was closed and then reopened during your date range, it counts as reopened, not closed. Watch a 30 second demo video to learn more.

Compare with the same period last year

The trend chart can show your selected date range next to the same dates one year earlier. This helps you tell a real change from a seasonal pattern, like a holiday peak that happens every year.

1. Hover over the trend chart. A grey dashed line labeled Previous year appears on the chart.
2. Hover over any point on the chart to see this year's value and last year's value side by side, each with its own date.

Compare AI Agent and your team

Use the secondary dropdown menu to slice a chart by agent type or click Agent type at the top of the breakdown table to see how AI Agent and your human agents perform on metrics such as CSAT and response time.

Filter reports

The Date and Aggregation filters always appear at the top of a report. Use the Date filter to show data for a custom range of up to 365 days, or choose a preset such as Today, Past 7 days, Past 30 days, Past 60 days, or Past 90 days.

The Aggregation filter controls the interval used by the performance over time chart. When you adjust your date filter, the available aggregation options update between hour, day, week, and month.

You can also add additional filters to a report to narrow it further — by Channel, Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, Ticket fields, or Auto-QA scores.

1. At the top of a report, click Add filter.
2. In the menu, select the filter you'd like to apply.
3. (Optional) To reuse this filter later, click Save Filters and give it a name.

Reuse a saved filter

1. At the top of a report, click Apply Saved Filter.
2. Select a filter from the list.

Export report data

You can export a report's data as a CSV file, or export a PDF snapshot of the report with its current filters applied.

1. In the top-right corner of a report, click Export.
2. Select either Export as CSV or Export as PDF.

Understand your metrics

Every metric has a documented formula in the metric glossary. There are two ways to see it:

• Hover over a metric inside any report to see its formula.
• Open the metric glossary page in the Analytics menu on the left side of the page.

You can also send feedback on a metric's calculation by clicking give feedback in the side panel.

FAQ