Analytics Overview
The Zupport Analytics Dashboard gives you a bird's-eye view of your support operations. Monitor key metrics, identify bottlenecks, and measure customer satisfaction all in one place.
Key Metrics
📊 Ticket Performance
- Total tickets — Number of tickets created in a period
- Tickets resolved — Number of tickets closed/resolved
- First response time — Average time to first agent reply
- Resolution time — Average time to fully resolve a ticket
- Ticket backlog — Current open/pending tickets
👤 Agent Performance
- Tickets handled — Number of tickets per agent
- Average response time — Per-agent response speed
- CSAT score — Customer satisfaction rating per agent
- Resolution rate — Percentage of tickets fully resolved
😊 Customer Satisfaction (CSAT)
After a ticket is resolved, customers can rate their experience. Track CSAT scores over time to ensure your team is meeting customer expectations.
Using the Dashboard
Navigate to Analytics in the main navigation to access your dashboard. You can:
- Filter by date range, channel, team, or agent
- Export reports as CSV for further analysis
- View real-time data that updates automatically
- Compare performance across different time periods
💡 Tip: Set up weekly email reports to receive a summary of your team's performance directly in your inbox.