Analytics Deep Dive

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