Ticket Metrics
- New tickets — Total new tickets created in the period
- Resolved tickets — Tickets closed/resolved
- Open backlog — Current unresolved tickets
- Average first response time — Time to first agent reply
- Average resolution time — Time from creation to resolution
- Tickets by channel — Distribution across Email, Facebook, Widget, etc.
- Tickets by label — Distribution across labels/categories
Agent Metrics
- Tickets handled — Number of tickets per agent
- Average response time — Per-agent speed
- Resolution rate — Percentage of tickets resolved
- CSAT score — Customer satisfaction per agent
- Active hours — Time spent actively working on tickets
Using Performance Data
- Identify top-performing agents and share best practices
- Spot bottlenecks in response times or resolution
- Plan staffing based on ticket volume trends
- Set realistic performance targets for the team
Filters & Export
Filter analytics by date range, channel, team, agent, or label. Export data as CSV for further analysis or reporting.
💡 Tip: Compare performance week-over-week to identify trends and measure the impact of any process changes you make.