Track key performance indicators with Statistics DashboardsUpdated a month ago

Dashboards provide a centralized and customizable way to visualize, analyze, and manage your key metrics. With dashboards, you can create tailored views to track specific performance indicators, organize data into actionable insights, and streamline decision-making. It allows you to combine multiple charts and metrics into a single interface, empowering your team to focus on the most relevant data for their goals.

Requirements

• Admins and Team Leads: Full permissions to create, edit, and delete reports. These reports are shared across the organization and are not limited to individual admins or their specific teams.
• Agents: View-only access to all reports.

What is a Report and Dashboard in Gorgias?

In Gorgias, a Report is a pre-built set of metrics and visualizations that are designed to give you insights into specific aspects of your business. Gorgias creates these reports and includes carefully selected metrics tailored to common customer support and business needs. They serve as a foundation for understanding key performance indicators and tracking trends.

Example of Reports:

A Dashboard, on the other hand, is a workspace that allows you to take control of your analytics. Dashboards enable you to select metrics and charts from various reports and combine them into a single, personalized view. This flexibility lets you focus on the data that matters most to your organization, tailoring insights to your specific workflows and goals. While reports provide structured, ready-to-use analytics, dashboards can create a consolidated view that adapts to your unique business needs.

By using reports and dashboards together, you can benefit from both structured insights and the ability to customize and organize data for deeper analysis and collaboration.

Getting Started

To access the Dashboards, navigate to the Statistics section in your account, select the Dashboards tab, and click “add.” Dashboards allow you to consolidate data from multiple reports and charts into a single view. Each account can have up to 10 dashboards, and each dashboard can include up to 20 charts.

When creating a dashboard for the first time, you will be guided by a pop-up message. This interactive guide will walk you through the process of adding charts to your dashboard and customizing it to fit your needs. You can create a dashboard by clicking the “Create Dashboard” button, naming it uniquely, and adding an optional emoji for easy identification.

A dashboard is a workspace consolidating multiple metrics and charts into a single interface, offering a comprehensive view of your organization’s key performance indicators. It helps visualize, analyze, and manage critical data, enabling teams to make data-driven decisions efficiently.

A chart is a data visualization tool used within dashboards and reports to display specific metrics, trends, or distributions. Types of charts include bar charts, line graphs, KPI metrics, and tables, each designed to present data insights in an easy-to-understand format.

Adding charts to a Dashboard

Dashboards are built using charts that display metrics and data visualizations. To add charts:

1. Click the Add Charts button: In your dashboard, click the “Add Chart” button to open a modal for selecting and customizing charts.
   
   
2. Browse available charts: The modal organizes metrics in the same structure as your navigation bar, allowing you to quickly locate the data you need. Available chart types include*:
   • KPI Charts: Key performance indicators displayed as simple, high-level metrics.
   • Graphs: Bar, Line, or Donut charts for visualizing trends and distributions.
   • Tables: Detailed data presented in grid format.
     
     
3. Select multiple charts: You can select up to 20 charts simultaneously. As you make selections, they will appear in the summary at the bottom of the modal. This helps you track how many charts you’ve chosen and manage your selections efficiently.
   
   
4. Drag and drop customization: Once added, charts can be rearranged in the dashboard layout by dragging and dropping them. This ensures your most important data is always in focus.

Note: Not all charts are currently available. The missing charts will be added soon!

Using Existing Dashboards and Reports

Dashboards allow you to repurpose data visualizations from existing Reports like the Performance Overview report, streamlining the creation process. Hover over a chart in an existing dashboard or report to reveal a blue border around the chart. The actions menu (’…’) will now always be visible and can be accessed by clicking on it. You can add the chart to a new or existing dashboard from this menu.

When creating a new dashboard from existing charts, you’ll be prompted to name the dashboard. This name must be unique and descriptive to ensure it’s easily identifiable. Additionally, you can select multiple charts from a list view for batch additions.

Filtering and organizing data

Dashboards support advanced filtering to refine the data displayed. Filters can be applied to individual charts or entire dashboars, but only when a specific filter is relevant to a specific chart. For example, it’s not possible to filter one chart by week and another by month simultaneously within the dashboard. Once applied, filters can be saved for future use, ensuring consistent analysis across your dashboards. If a search or filter doesn’t yield any results, you’ll encounter an empty state with guidance on available charts and metrics.

Exporting and Sharing Dashboards

Data from dashboards can be exported in CSV format for further analysis. Each export is systematically named (e.g., <dashboard_name><chart_name><yyyy-mm-dd>.csv) to make it easy to organize and trace. Dashboards can also be shared with your team, which has access to Gorgias, allowing everyone to stay aligned and focused on shared performance goals.

Tips for Effective Dashboard Use

When creating dashboards, identify the key metrics that align with your business goals. Use the filtering options to refine data and focus on the most relevant insights. Leverage the ability to reuse charts from existing reports to save time and ensure consistency. Keep dashboards organized by naming them descriptively and using emojis for quick visual identification. Finally, make use of the export feature to integrate dashboard insights into broader business strategies or reports.

FAQ

How many dashboards can I create?

You can create up to 10 dashboards per account. We defined an account per organization rather than a single-user account.

What types of charts can I add to a dashboard?

Available chart types include Bar Charts, Line Graphs, Donut Charts, KPI Charts, and Tables.

How many charts can I add to a single dashboard?

Each dashboard can contain up to 20 charts.

Can I add charts from existing reports?

Yes, charts from existing reports can be added to dashboards. Simply hover over the desired chart, click the actions menu, and select the destination dashboard.

What happens if I exceed the chart limit?

If you attempt to add more than 20 charts to a dashboard, you'll be prompted to adjust your selection.

Can I customize chart layouts?

Yes, charts can be rearranged within the dashboard using drag-and-drop functionality.

What happens if I search for a chart that doesn’t exist or one that may exist but isn’t supported yet?

You’ll see a “no results” state with guidance on available charts and links to relevant resources.

Can we customize the data dimension?

No, we don’t support a fully customized report at the moment.