Statistics

Updated 1 week ago by Chloe Kesler

Use the Statistics section in your Gorgias helpdesk to check on your teams 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.

Overview

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.

Data Sets

You can customize the data you are viewing by selecting options from the 'All agents', 'All tags' and 'All channels' drop-down menus.

Additionally, 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.

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.

Currently, the granularity of statistics are per day (Ex: number of tickets per day). We will be adding per hour and per week/month in the future, however.

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.

Snoozed tickets will also count toward your closed tickets count until they are reopened.

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.

Messages received will show the same value if filtered by a specific agent because it represents the number of messages received across the account.

First Response Time is the time between the first message from a customer and the first response from an agent.

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. 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.

Please note that 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.

The outside business hours are calculated inside the First Response and the Resolution time as of now.

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.

If you hover over the small 'i' icon next to the metric name, it will tell you what it represents.
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

Graphs

In the Overview section, you will see a graph for Support Volume (number of tickets created, replies by agents and closed), Resolution Time (the time between the first message from the customer and the last message from agent or rule when ticket got closed), First Response Time (the time between the first message from the customer and the first message from the agent) and Busiest Time of the Week (tickets created per hour per day of the week). You can also hover over the small 'i' icon next to the metric name for a reminder of what the graph is showing exactly.

The resolution time and the first response time are shown in percentiles, graphically. For the busiest time of the week, the results are showing the total ticket volume.

You can also download these data sets as a CSV file by clicking the icon on the right-hand side.

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.

Occasionally you may want to see the list of tickets, for example, with the tag 'X' for the time period 'Y'. While we don't offer that in the Statistics section, you can create a view to achieve this. Check out this article here for details on how to do that.

Tag statistics include all tags, regardless of the way the ticket was tagged (manually or automatically).

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.

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.

Macros

The Macros section of Statistics is an excellent way to ensure your agents are maximizing the features in Gorgias and utilizing the macros. It also provides the ability to hone-in on what macros are being used the most often and then assess how you can provide this information elsewhere in order to help reduce your support inquiries. Or, you can see where there may be opportunities for automating the responses using Rules.

Macro usage can now be checked from the Macro page in settings as well and you can check more info on that here.

Pro Tip: We always recommend that our clients add tags into their macros. You really want to try and tag 90% of the tickets you are responding to. Then use the Macros statistics and Tags statistics to compare.

Example: Let's say I have a macro for order cancellation called 'Cancel Order' and that macro has the tag attached to it called 'cancel'. If I go into Macro statistics and I see that the macro for 'Cancel Order' was used 50 times and then I go into the Tags statistics and see that the tag for 'cancel' was used 100 times then that tells me there were 50 instances in which the macro wasn't used. Now you can think about the following - Do you need another macro? Do you need more information in the existing macro? Do you need another tag? It is these little inefficiencies that can make a huge impact on your support productivity.

Satisfaction

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.

Frequently asked questions

  1. Does 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.
  2. 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.
  3. The customer 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 reopened tickets affect the statistics.
  4. 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.
  5. 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.
  6. 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.
  7. How often are statistics updating?
    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.

Please note that your statistics are computed using your timezone.

Another excellent addition to Statistics is the Customer Satisfaction Survey and using it will give you great insight to how your agents are responding to inquiries and what exactly needs to get better. Fell free to grab more details here.


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