Gorgias Analytics: Real-time reportsUpdated 12 days ago

You can use Gorgias’s set of real-time monitoring reports to monitor your team’s daily activity, assess ticket volume and staffing needs, and identify opportunities to improve customer experience.

• Use the Overview reportto monitor support volume
• Use the Agents report to monitor the activity levels of your agents
• Use the Voice report to monitor call activity, statistics like average wait time, and the current status of phone agents (available, busy or offline)

Requirements

• Available on all Helpdesk plans
• All roles can view Real-time reports

Monitor support volume

Use the real-time Overview report to monitor the overall activity of your team, number of online and offline agents, number of open tickets, and the volume of tickets your team is handling throughout the business day.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Real-time monitoring, then select Overview.
4. Click the dropdown menus at the top of the page to filter the report:
   • All channels: select the channels you’d like included in the report
   • All agents: select which agents or teams you’d like included in the report

The following information is available in the report:

• Agents Online: total number of agents online (updated every 5 minutes)
• Agents Offline: total number of agents offline (updated every 5 minutes)
• Assigned Open Tickets: total number of open tickets that have been assigned to agents
• Unassigned Open Tickets: total number of open tickets that have not yet been assigned to an agent
• Support volume: this section shows how many tickets have been created, replied to by an agent, and closed each hour over the course of the business day. Use this graph to identify staffing needs as ticket volume changes throughout the day.

Monitor live activity by agent

Use the real-time Agents report to monitor the activity of individual agents over the course of the business day, including: tickets closed, number of messages sent, and the number of tickets assigned to an agent (by channel).

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Real-time monitoring, then select Agents.
4. Click the dropdown menus at the top of the page to filter the report:
   • All channels: select the channels you’d like included in the report
   • All agents: select which agents or teams you’d like included in the report

The following information is available in the report:

• Agent Name: name of the Agent in Gorgias
• Online status: whether the agent is online or offline (updates every 5 minutes); this depends on whether the agent is active in Gorgias and is unrelated to whether they are marked as available or unavailable
• Tickets Closed: the number of tickets closed by an agent during the business day
• Messages Sent: the number of messages sent by an agent during the business day; internal notes are not included
• Open Tickets: the number of open tickets currently assigned to an agent, including the number of tickets per channel

To focus on a specific agent’s current activity, click the number under Open Tickets to see their ongoing conversations.

Monitor live call activity (Gorgias Voice)

When you subscribe to the Gorgias Voice add-on, you can use the real-time Voice report to monitor call activity, including calls in queue, calls currently in progress, and the status of agents (online, offline or busy).

Use this information to monitor agent productivity, call volumes and staffing needs, and identify opportunities to improve customer interactions.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Real-time monitoring, then select Voice.
4. Use the filters at the top of the page to narrow results by voice integration, agent (a team or individual user), queue, or business hours.

The following information is available in the report:

• Calls in queue: the total number of calls waiting for an agent
• Average wait time: the average time a caller spent waiting before an agent accepted the call or the call was sent to voicemail
• Missed inbound calls: the total number of inbound calls that were not picked up by an agent
• Inbound calls: the total number of inbound calls received
• Outbound calls: the total number of outbound calls placed by agents
• Average talk time: the average time agents spent talking with customers on calls (does not include time on hold)
• Live calls: this section contains details of each live call, along with a direct link to the ticket. Each call in the table shows:
  • The caller identity (if available in customer’s Gorgias profile)
  • Status: the current status of the call (either in progress or in queue)
  • Time: how long the call has been either in progress or waiting in queue
  • Integration: the name of the voice integration associated with the number used for the call
  • Ticket: a direct link to the call’s ticket
• Agents: this section shows the status of your agents — who’s currently available, unavailable, or busy
  • Busy: agents who are currently on a call (ordered by amount of time spent on the call, in descending order)
  • Available: agents who are considered available to receive a call
  • Unavailable: agents who are considered unavailable to receive a call

FAQs