Analytics Deep Dive



Go beyond the dashboard with detailed analytics.

Available Reports



Ticket Volume
  • •Daily/weekly/monthly ticket counts
  • •Trend lines and seasonality patterns
  • •Breakdown by category, priority, channel


    • Resolution Analysis
  • •AI vs human resolution ratio
  • •Average resolution time by category
  • •First-contact resolution rate


    • Customer Satisfaction
  • •Helpful vote ratios on articles
  • •Post-resolution feedback scores
  • •Sentiment trends over time


    • Knowledge Base Performance
  • •Most viewed articles
  • •Most searched topics
  • •Articles with lowest helpful rates
  • •Gap analysis (searched but no match)


    • Filtering



    All reports support filters:
  • •Date range (custom or presets: 7d, 30d, 90d)
  • •Category
  • •Agent
  • •Priority
  • •Channel


    • Insights



    Look for these patterns:
  • •Ticket spikes on specific days = potential product issue
  • •Low AI resolution for a category = KB needs more articles
  • •Long resolution times for one agent = may need support or training