Use the Statistics section in your Gorgias helpdesk to check on your teams productivity and efficiency and also to hone in on where inefficiencies may lie. If you are utilizing tags and macros this a great way to get a holistic view of what issues your support is facing and to assess trends.
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 can customize the data you are viewing by selecting options from the "All agents", "All tags" and "All channels" drop down menus.
For 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.
Tickets Created represents how many tickets were created during the specified time period. Counting the tickets created by customers and as well ticket sent directly from 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.
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. (Don't worry I'm going to give an example in just a minute.)
Messages Received shows how many messages in total were received in the helpdesk.
First Response Time calculates the average/mean first response time on a ticket.
Resolution Time takes into account the amount of time between when the ticket is opened and when it is responded to and closed by an agent. If a ticket is opened and closed multiple times during the specified time period it will calculate the average.
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 average 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.
E.g. if the median is 2 hours and 90% is 4 hours, it means that the tickets on average are resolved/replied within 2 hours, and 90% of them receive the reply within 4 hours.
Example note: Let's say customer 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 Oops and it said something like this, "fhragiulgiulrhgsuirygilughbk hoeuty89 5798 henjgm". Clearly, Harry didn't mean to send that, so agent Joe doesn't respond and just closes it out.
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
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) and First Response Time (the time between the first message from the customer and the first message from the agent). You can also hover over the small "i" icon next to the metric name. Resolution time and first response time are showing percentiles graphically.
You can also download these data sets as a CSV file by clicking the icon on th right side.
The Tags section in Statistics will show you how many tickets were created during this time period and have a tag attached to them. Here you can also download a CSV of this data using the icon on the right hand side. (You will be able to do this on every page in statistics.) You can also use the filters on the top right to change the time period and to select specific channels.
Occasionally someone will ask to see the list of tickets associated with the tag from this time period. While we don't offer that in the statistics, you can create a view to do so. Check out this article here for details on how to do that.
When you are wanting to get a clear view 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.
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 agents satisfaction rating if you are using the Satisfaction Survey Feature.
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 be checked now from the Macro page in settings as well, you can check more info here.
*Pro Tip: We always recommend that our customers add tags into their macros, then if they are not using a macro to still manually tag their ticket. 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.
For example, let's say I have a macro for "cancel order" and that macro has the tag attached to it called "cancel". If I go into the 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 take a look and determine; 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.
In the Satisfaction settings of statistics, you will find metrics to 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 for how that has changed in comparison to a previous date set. To see the delta it is being compared against you can hover over the percentage.
Below the data sets above 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 by agent navigate back up to the Agent section of Statistics.
Frequently asked questions
- 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.
- 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.
- 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.
- How is deleting a team member affecting statistics?
All the statistics data for this user will be deleted, but tickets won't. You can find more details here for team management: Managing users
- 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 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.
Another excellent addition to Stats 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: Customer Satisfaction Survey