Statistics 101
Main Topic & Feature Names: Gorgias Statistics section overview, Metrics, Live, Support Performance, Ticket Insights, AI Agent, Convert, Voice. Questions/Problems Answered: How to measure team productivity & efficiency, identify inefficiencies, understand support issues, track trends, define various metrics (Tickets Created, Replied, Closed, Messages Sent, First Response Time, Resolution Time, One-touch Tickets), understand date range settings, how ticket actions (reopening, tagging, deleting, merging) impact stats, agent vs. automated activity, call volume analysis, and campaign performance. Key Concepts & Keywords: Productivity, efficiency, support team performance, trends, date picker, historical data, deleted/merged/trash/spam tickets, accurate insights, ticket metrics, agent activity, automation, AI Agent, Flows, Order Management, Convert campaigns, call statistics, FAQs, internal notes, Rules, user deletion, update frequency.
Filter data in reports and dashboards
Main topic/features: Analytics filters, Saved Filters, Pinned Defaults for reports and dashboards. Answers: How to apply filters to refine analytics data. How to save, apply, edit, delete, or pin filters for reuse across reports. Explains user roles (Owner, Admin, Lead) and their permissions for filter management, and the types of available filters. Keywords: Analytics, reports, dashboards, data filtering, saved filters, pinned filters, default filters, user roles (Owner, Admin, Lead), permissions, Helpdesk plans, logical operators (is one of, is not one of, is all of), Date, Aggregation, Agent, Channel, Integration, Store, Tag, Ticket fields, Quality management, Auto QA.
View an audit log of changes to your account
Main topic and feature names: Gorgias Audit Logs, event tracking, activity history, chronological record. Questions or problems this article answers: How to access and use audit logs within Gorgias. What account changes and events (user or automated) are recorded. How to filter audit log events by team member, event type, and time period. Understanding the data retention policy for audit logs (up to 12 months). Key concepts and keywords: Audit logs, events, change, activity, history, filter, data retention, automated events, Settings. Account, Customer, Integration, Macro, Rule, Tag, Team, Ticket, User, View, Widget actions. "No user" explanation.
Gorgias Analytics: Real-time reports
Main topic: Real-time monitoring reports (Overview, Agents, Voice) Features: Live statistics, Support volume, Agent activity, Call activity (Gorgias Voice) Questions/Problems: How to monitor daily team activity, assess ticket volume, determine staffing needs, track agent performance, improve CX, view call statistics (wait time, live calls, agent status). Key concepts: Real-time data, business day, online/offline status, open/closed tickets, messages sent, calls in queue, average wait time, agent availability. Keywords: Analytics, reporting, live data, support volume, agent performance, call center, customer service, Gorgias Voice, Overview report, Agents report, Voice report.
Create Dashboards to track KPIs in Gorgias
Main topics/features: Gorgias Dashboards, Reports, Statistics, Charts, Metrics. Questions/problems: How to create, edit, delete, export, and filter Gorgias dashboards; understanding the difference between reports and dashboards; user permissions for managing statistics (who can view, create, edit); which Gorgias plans include statistics. Key concepts/keywords: Customer support analytics, KPI tracking, data visualization, custom views, organization-wide sharing, Admin/Lead roles, Helpdesk plans, data export, saved filters, statistics icon, decision-making, performance measurement.
How metrics are calculated: AI & automation
Main Topic: AI & Automation Analytics Feature Names: AI Agent, Automation, Flows, Order Management, Shopping Assistant Questions/Problems: How to interpret Gorgias AI & automation performance metrics? What do specific AI/automation metrics mean and how are they calculated? How to access AI & automation reports in Gorgias? Key Concepts & Keywords: Analytics, AI Agent performance, Automation performance, Automated interactions, Cost saved, First response time, Resolution time, Handover interactions, Automation rate, Time saved, CSAT, Average order value, Conversion rate, Discount usage, Revenue influenced, Success rate.
Measure ticket quality: Satisfaction
Main Topic: Customer Satisfaction (CSAT) Report, Gorgias Analytics Feature Names: Satisfaction score, Response rate, Surveys sent, Average CSAT, Comment Highlights, Scored surveys, Download data, Drill-down Questions/Problems: How to monitor CSAT, analyze survey responses, track satisfaction trends, filter CSAT data, export report data. Key Concepts: CSAT surveys, customer feedback, helpdesk plans, user permissions, metrics, trends, filtering, data export. Keywords: Satisfaction report, CSAT, customer service, support quality, analytics, survey responses, Gorgias, reporting, metrics, performance.
Support Performance Statistics
Main Topic/Features: Gorgias Statistics, Support Team Performance, AI Agent Performance, Overview, Agents, Busiest Times, Channels, Satisfaction, Help Center. Key metrics include CSAT, FRT, RT, Open/Closed Tickets, Ticket Handle Time, One-touch tickets. Answers/Problems: How to monitor overall support quality and efficiency. How to track agent productivity, workload, and customer satisfaction. How to identify peak support hours to optimize staffing. How to analyze ticket volume by channel. How to assess AI agent contribution. How to optimize Help Center content. Keywords: Support analytics, performance reporting, customer service metrics, agent performance, CSAT, first response time, resolution time, workload, ticket trends, channel insights, AI agent, Help Center statistics.
Voice Analytics 101
Main Topic & Features: Gorgias Voice Analytics, Voice Overview report, Voice Agent report. Answers: How to examine call volume, team performance, individual agent performance, and customer experience for voice support. How to optimize resources and identify areas for improvement in voice channels. Key Concepts & Keywords: Voice Analytics, call volume, agent performance, caller experience, reports, average wait time, average talk time, inbound calls, outbound calls, missed calls, declined calls, Gorgias.
Gorgias Analytics: Insights reports
Main Topic & Features: Gorgias Insights reports, including Ticket fields report, Tags report, Macros report, and Intents report. Answers: How to analyze trends in ticket field usage, tag frequency, macro application, and customer intents. How to optimize support processes, improve agent efficiency, and identify automation/self-service opportunities. How to monitor custom field usage, tag frequency, macro applications, and customer inquiry reasons. Includes instructions on how to download report data. Key Concepts & Keywords: Analytics, reports, trends, usage, optimization, ticket fields, custom fields, tags, macros, customer intent, AI, data analysis, monitoring, CSV.
Voice Agent Report
Main Topic/Feature: Gorgias Voice Agent report, agent performance, call metrics. Answers: How to analyze individual voice agent performance & optimize workload. Explains report filtering (agents, teams, integrations, tags, timeframe) and defines key metrics: Total calls, Answered, Missed, Declined, Outbound, Average Talk Time. Keywords: Voice Agent report, agent performance, call metrics, total calls, answered calls, missed calls, declined calls, outbound calls, average talk time, team, filtering, workload optimization, service enhancement.
Measure support performance: Agents
Main Topic & Features: Agents performance report, AI Agent performance, Top performers section, Agent Performance tab, Edit table, Drill-down ticket data. Questions/Problems Addressed: How to evaluate agent effectiveness and efficiency, identify areas for improvement, distribute work, view/filter agent performance metrics, understand CSAT, First Response Time, Resolution Time, Ticket Handle Time, One-touch tickets, Online Time, Closed Tickets, customize report display, and drill down to individual ticket data. Key Concepts & Keywords: Agent performance, customer support metrics, analytics, Gorgias, CSAT, FRT, Resolution Time, Ticket Handle Time, Online Time, Closed tickets, One-touch tickets, Zero-touch tickets, Messages sent, Team leaders, Admins, Leads, Data export, CSV, Performance evaluation, Team efficiency.
Voice Overview Report
Main Topic & Features: Gorgias Voice Overview report. Key sections: Caller Experience, Call Volume, and Activity. Companion: Voice Agent report. Answers: How to optimize phone team resources and performance? How to analyze call volume, customer experience (average wait time, average talk time)? How to identify staffing issues and improve call support efficiency? How to review individual call details and their states (ringing, in progress, answered, missed, failed)? Key Concepts & Keywords: Voice report, call statistics, call analytics, performance metrics, customer experience, average wait time, average talk time, total calls, inbound calls, outbound calls, missed calls, call activity, call state, phone team, optimization, staffing, customer service, call duration.
How Metrics are Calculated
Features: Gorgias Statistics, Analytics, Metrics. Customer Satisfaction (CSAT), First Response Time (FRT), Resolution Time, Messages per ticket, Tickets created, Closed tickets, Open tickets, Workload per channel, Tickets replied, Messages sent, Ticket handle time, One-touch ticket. Answers: Defines each Gorgias statistic and metric, explaining its calculation methodology. Clarifies inclusions, exclusions, and how reporting periods affect data. Covers median vs. average, agent activity, and customer interaction insights. Concepts/Keywords: Statistics, Metrics, Performance, Analytics, CX data, Calculation, Definition, Median, Average, Tickets, Messages, Customer interaction, Agent productivity, Reporting, Inclusions, Exclusions, Handle time, First response.
Analyze your Gorgias metrics with the drill-down
Main topic and feature names: Gorgias Analytics report drill-down, ticket export. Questions/Problems answered: How to view and export specific tickets contributing to report metrics (e.g., resolution time, first response). Analyze data for performance insights and troubleshoot problematic tickets. Learn how to export ticket metadata or full message content for external analysis. Key concepts/Keywords: Analytics, Reports, Metrics, Drill-down, Tickets, Export, CSV, Performance, Resolution time, First response time, Handle time, Data analysis, Real-time, AI & Automation, Quality, Support performance, Insights, Metadata, Message content.
CX Performance Tips
Main topic: Support performance benchmarking for continuous improvement. Feature: Performance benchmarking on the Overview page. Answers: How to measure and compare support performance against similar merchants? How to identify improvement areas and learn from top performers? How to enhance customer service based on data-driven insights? Key concepts/keywords: Benchmarking, support performance, customer satisfaction (CSAT), First Response Time (FRT), Resolution Time (RT), Messages per Ticket, analytics, comparison, performance metrics, Overview page.
Help Center Statistics
Main topic and feature names: Gorgias Help Center Statistics Report; Features: Overview (Article views, Searches), Performance (Article views graph, Performance by articles table including Rating), Help Center Searches (Search results graph, Search terms with results, No search results table). Questions/problems this article answers: How to optimize Help Center content; identify popular queries & search trends; analyze article performance & search effectiveness; understand shopper engagement & content gaps; make data-driven decisions to improve self-service. Key concepts & keywords: Help Center analytics, statistics, reports, content optimization, article views, searches, performance metrics, click-through rate (CTR), shopper behavior, data-driven insights, Gorgias support.
Measure support performance: SLA report
Main Topic/Features: SLA report, Service Level Agreement (SLA) tracking, Analytics, Support Performance, Voice SLAs, Saved filters, Drill-down, Export ticket data. Questions/Problems Answered: How to review and track SLA achievement rates, identify breached tickets/calls, access and navigate the SLA report, understand key metrics (achievement rate, first response time, resolution time), filter report data, save custom filters, drill down into ticket details, and export data. Addresses how AI Agent, reopened, and snoozed tickets affect reporting. Key Concepts/Keywords: SLA, report, achievement rate, breached, first response time, resolution time, performance metrics, Analytics, filters, export, ticket status, operational gaps, coaching, staffing.
Score the quality of your tickets with Auto QA
Main Topic: Auto QA (Automated Quality Assurance) Features: Auto QA report, AI Agent, Resolution completeness, Communication, Language proficiency, Manual scoring (Accuracy, Efficiency, Internal compliance, Brand voice) Questions Answered: How to use Auto QA, understanding scoring criteria, requirements, viewing scores, training the AI, manual scoring, eligible tickets, FAQ (merged tickets, custom criteria, disagreeing with scores, data usage, supported languages). Keywords: Quality Assurance, AI, Agent performance, Ticket scoring, Customer service, CX, CSAT, Ticket quality, AI scoring, Manual QA, Helpdesk.
Review ticket quality in the Auto QA report
Main topic/features: Auto QA report, Auto QA (automated scoring), Analytics, AI Agent, Agent Performance, Drill-down functionality. Answers: How to access, review, and filter Gorgias Auto QA report data; understand overall ticket quality and individual agent performance; interpret key metrics (e.g., resolution completeness, communication, accuracy, brand voice); identify coaching areas; and download/export report or ticket data. Keywords: Auto QA, quality score, ticket evaluation, agent performance, customer interaction quality, analytics, resolution completeness rate, communication, language proficiency, accuracy, efficiency, internal compliance, brand voice, filter, export, drill-down, coaching, Helpdesk plans, AI Agent.
Measure support performance: Revenue report
Main topic & feature names: Gorgias Revenue report, Analytics, Support Performance. Features: Tickets created, Tickets converted, Conversion ratio, Total sales from support, Sales per day, Sales per agent, Filter, Download CSV. Questions/problems answered: How to measure support team sales performance and conversions. How to access, review, filter, and download revenue report data. Explains conversion attribution rules (3-day window, email match, agent) and report requirements (Shopify, Pro/Advanced/Enterprise plans). Key concepts & keywords: Revenue, sales, conversion, support performance, analytics, Shopify, metrics, tickets, agents, customer service, e-commerce, data analysis, attribution.
Gather ticket insights: Tags
Main topic and features: Tags report for Gorgias Helpdesk analytics. Features include: Top used tags, Trend chart, All used tags table (with Heatmap and Percentage toggles), Date and custom filters, Set Tag Results, Set Reference Timeframe, Data Export, and Drill-down. Answers: How to analyze ticket tag distribution and trends, identify frequently used tags, monitor tag volume over time, filter report data by various dimensions (agents, channels, custom fields), customize how tag data is counted (e.g., related tags, tag application timeframe), export tag data (CSV), and drill into specific tickets for review. Key concepts and keywords: Tags report, Gorgias analytics, ticket tags, tag usage, trends, helpdesk reporting, customer support, data filtering, export, drill-down, metrics, insights, ticket management.
Measure support performance: Channels
Main Topic/Features: Channels report, Analytics. Compares support performance by communication channel (e.g., email, chat, social) using metrics like created/closed tickets, handle time, first/average response time, resolution time, and Average CSAT. Features data export and drill-down. Answers: How to identify high-demand channels, allocate staffing/resources efficiently, view/filter/export detailed channel performance data, and understand key support metrics. Includes access requirements and available filters. Keywords: Channels report, support performance, communication channels, analytics, ticket volume, response time, CSAT, metrics, filter, export, drill-down, resource allocation, Helpdesk plans, user roles.