Filter data in reports and dashboards
Main Topic: Analytics Filters (Apply, Save, Pin) Feature Names: Saved Filters, Default Filters, Analytics, Reports, Dashboards Questions Answered: How to apply filters to analytics data? How to save filter combinations for reuse? How to set a default filter for a dashboard? Who can create and manage saved filters? What filters are available (Date, Agent, Channel, Integration, Store, Tag, Ticket Fields, Quality Management)? What are the user permissions for filters? Key Concepts & Keywords: Filtering, Analytics, Reports, Dashboards, Saved Filters, Pin Default, User Roles, Permissions, Owner, Admin, Lead, Helpdesk Plans, Logical Operators (is one of, is not one of, is all of), Data Segmentation, Auto QA, Ticket Fields, Integrations, Channels, Tags.
View an audit log of changes to your account
Main Topic: Audit Logs (Gorgias Helpdesk) Features: Audit Logs, filtering events Questions/Problems: How to view/track changes in Gorgias, identify who made a change, find when an event occurred, understand automatic events ("No user"), filter log data. Key Concepts: Chronological record, event types (account, customer, integration, macro, rule, tag, team, ticket, user, view, widget), data retention (12 months), automatic triggers (Rules, Macros, Integrations). Keywords: Audit log, event log, changes, history, activity, user actions, system actions, data tracking, accountability, security, settings, filtering, events, team member, time period.
Gorgias Analytics: Real-time reports
Main topic: Real-time monitoring reports in Gorgias. Features: Overview report, Agents report, Voice report. Answers: How to monitor daily team activity, ticket volume, agent status, call activity, and staffing needs. How to improve customer experience. Key concepts: Real-time data, support volume, agent productivity, call queue, average wait time, business hours, helpdesk performance. Keywords: Live statistics, real-time monitoring, analytics, support volume, agent activity, call activity, Gorgias Voice, ticket management, customer support, team performance.
Create Dashboards to track KPIs in Gorgias
Main Topic: Dashboards, Reports, Statistics Features: Create Dashboards, Edit Dashboards, Delete Dashboards, Export Data, Filter Data, Saved Filters Questions/Problems: How to track KPIs, organize data, and streamline decision-making. How to create, modify, and manage custom dashboards. What are the differences between reports and dashboards. Who can access and manage these features. Key Concepts: KPIs, Metrics, Charts, User Permissions (Admin, Lead), Helpdesk Plans, Filtering, Data Export. Keywords: Dashboard management, Gorgias analytics, reporting tools, data visualization, performance tracking, statistics, user roles, data filtering.
How metrics are calculated: AI & automation
Main Topic: Gorgias AI & Automation Analytics Features: AI Agent, Automation, Flows, Order Management, Shopping Assistant Questions/Problems: How to track AI Agent/automation performance? What do analytics metrics mean? How are metrics calculated? Key Concepts: Analytics reports: Overview, AI Agent (Support Agent, Shopping Assistant) Metrics: Automated interactions, Cost saved, Decrease in First Response Time, Decrease in Resolution Time, Handover interactions, Overall automation rate, Time saved by agent, AI Agent automation rate, Average CSAT, Average discount amount, Average order value, Buy-through rate, Click-through rate, Closed tickets, Conversion rate, Coverage rate, Discount codes applied, Discount usage, Discounts offered, First response time, Human response time after AI handoff, Median purchase time, Orders influenced, Product recommendations, Resolution time, Revenue influenced, Revenue influenced per interaction, Success rate. Performance measurement: Efficiency, cost savings, customer satisfaction, sales. Data interpretation: Definitions, calculation methods, notes on exclusions and attributions. Requirements: Helpdesk plans with AI Agent add-on, all user roles can access. Keywords: AI analytics, automation analytics, Gorgias reports, AI Agent metrics, automation performance, customer service metrics, revenue metrics, cost savings, CSAT, first response time, resolution time, automated interactions, handover interactions.
Measure ticket quality: Satisfaction
Main Topic: Customer Satisfaction (CSAT) Report, Analytics, Quality Feature Names: Satisfaction report, CSAT survey, Satisfaction score, Response rate, Surveys sent, Average CSAT (donut chart), Comment Highlights, Average CSAT over time, Scored surveys, Drill-down. Questions/Problems: How to monitor CSAT. How to analyze customer sentiment and feedback. How to identify trends in customer satisfaction. How to filter CSAT data. How to download CSAT report data. How to view individual CSAT responses. Key Concepts/Keywords: CSAT, Customer Satisfaction, Surveys, Feedback, Analytics, Reporting, Metrics, Scores, Response rates, Trends, Filtering, Export, Quality, Agents, Channels, Integrations, Comments.
Gorgias Analytics: Helpdesk performance reports
Main Topic: Gorgias Helpdesk Performance Analytics. Feature Names: Overview report, Channels report, Help Center report, Metric cards, Breakdown chart, Trend chart, Breakdown table, Sankey chart, Date filter, Aggregation filter, Add filter, Save Filters, Export (CSV, PDF). Questions/Problems Answered: How to access and use Helpdesk performance analytics. How to customize, filter, and export reports. How to understand metrics and read charts (Sankey). Where to find specific data (SLA, macro, CSAT, Voice, tags, agent productivity). Why numbers might differ from previous reports. Key Concepts & Keywords: Analytics, Helpdesk performance, reports, metrics, performance, workload, quality, ticket trends, roles, plans, connected stores, customization, filters, data export, metric glossary, CSAT, AI Agent, agent type, channels, tickets, customer support.
How metrics are calculated: Helpdesk performance
Main Topic: Helpdesk performance analytics, metrics, and calculations in Gorgias. Feature Names: Overview, Channels, Help Center reports; CSAT, Ticket attributes, Busiest times tabs; Auto-QA; AI Agent. Questions/Problems Answered: How is helpdesk performance tracked and measured? What do specific metrics like "First response time" or "Average CSAT" mean? How are these metrics calculated? How to interpret data for different communication channels (Email, Chat, Social, Voice, SMS)? How is Help Center usage and effectiveness measured? How does AI Agent impact ticket handling and metrics? Key Concepts & Keywords: Performance reports, analytics, metrics, SLA, CSAT, Auto-QA, AI Agent, ticket handling, response time, resolution time, customer satisfaction, channel performance, Help Center usage, agent availability, call metrics, ticket status, inbound/outbound tickets.
Measure helpdesk performance: Overview
Main Topic: Gorgias Overview Report Tab Features: Reporting metrics (CSAT, Resolution Time, First Response Time, Tickets created/closed), Charts (Breakdown, Performance over time), Performance breakdown table (Agent, Agent type, Channel, Store, SLAs, Macros), Metric Drill-down. Questions/Problems: How to view account-wide support performance, track KPIs, visualize data, compare agent/channel/store performance, understand SLA calculations, and export ticket data. Keywords: Analytics, Helpdesk performance, KPIs, metrics, CSAT, resolution time, response time, tickets, charts, breakdown, performance over time, performance breakdown table, agent performance, AI Agent, channel performance, store performance, SLAs, macros, drill-down, export.
Measure helpdesk performance: Satisfaction (CSAT)
Main topic: CSAT tab in Overview report. Features: Satisfaction surveys, Auto-QA metrics, Charts, Performance breakdown table. Answers: How to track customer satisfaction, agent performance, channel performance, and store performance. How to interpret CSAT and Auto-QA metrics. How to customize and export CSAT data. Keywords: CSAT, Customer Satisfaction, Auto-QA, Quality Assurance, Analytics, Reports, Overview, Metrics, KPIs, Surveys, Scores, Performance, Agents, Channels, Stores, Drill-down, Export, AI Agent.
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.
Measure helpdesk performance: Ticket attributes
Main Topic: Ticket attributes report, Helpdesk performance, Analytics Features: Ticket attributes tab, Intents, Tags, Ticket field values, Charts (bar, trend), Performance breakdown table, Drill-down, Export Questions/Problems Addressed: How to analyze customer contact reasons and trends. How to interpret ticket volume by intent, tag, and ticket field. How to identify rising contact reasons or product issues. How to customize charts and breakdown tables. How to drill down into ticket details from the report. Permissions for viewing, saving filters, and adding charts. FAQs: Missing ticket field values, "No Assigned Intent," tag share > 100%, tag count discrepancies, tag drill-down. Key Concepts: Ticket volume, Contact reasons, Intent detection, Tagging, Ticket fields, Trend analysis, Performance metrics, User roles, Helpdesk plans, Connected stores. Keywords: Ticket attributes, Analytics, Overview report, Intents, Tags, Ticket field values, Customer contact, Performance, Reporting, Helpdesk.
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.
Measure helpdesk performance: Busiest times
Main Topic: Analytics, Busiest Times, Overview Report Feature Names: Busiest times tab, Ticket Metric filter, Heatmap Questions Answered: How to access the Busiest times report? What metrics are available on the Busiest times heatmap? How to change the displayed metric? How to interpret the heatmap (shading, business hours)? Does the heatmap show one week or the whole date range? Can I show two metrics at once? Why aren't business hours appearing on the heatmap? Key Concepts & Keywords: Helpdesk performance, ticket volume, staffing, demand, coverage, business hours, tickets created, tickets replied, tickets closed, messages received, messages sent, analytics, reporting, Gorgias.
Measure Help Center performance
Main topic: Help Center report, Analytics. Features: Reporting metrics, Charts (Breakdown, Performance over time), Performance breakdown table (Articles, Search terms). Questions/problems answered: How to monitor self-service content performance (articles, searches). How to identify articles needing updates or creation. How to access Help Center report. How to customize metrics displayed. How to compare metric performance over time. How to analyze individual article/search term performance. Understanding article views, ratings, and bot activity. Checking performance of translated content. Key concepts: Self-service content, Article views, Searches, Searches with results, Articles clicked, Click-through rate, No-result searches, Article rating, Thumbs up/down, Search count. Keywords: Help Center, analytics, reporting, metrics, articles, search, performance, self-service, content, data, charts, KPIs, Gorgias.
Measure channel performance: Email
Main Topic: Analytics, Helpdesk Performance, Channels Report, Email Tab Features: Email tickets created, Average CSAT, Resolution time, First response time, Median response time, Human response time after AI handoff, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Messages per ticket, Ticket handle time, One touch tickets, Zero touch tickets, Achievement rate, Tickets with achieved SLAs, Tickets with breached SLAs, Email ticket status and performance metrics chart, Email performance metrics over time chart, Performance breakdown table (Agent, Sub-channel, Store, SLAs), Filters (Date, Aggregation, Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, Auto-QA score), Export Questions Answered: How to view email performance metrics, how to analyze email workload, how to track email SLA compliance, how to compare email inboxes/agents/stores, how to distinguish email from contact form performance, how to export email data. Keywords: Email analytics, helpdesk reporting, email channel performance, customer service metrics, response time, resolution time, CSAT, SLA, ticket volume, agent performance, store comparison, data export, contact form.
Measure channel performance: Chat
Main Topic: Chat Tab Analytics in Gorgias Feature Names: Chat tab, Channels report, Metric cards, Edit metrics, Charts (Chat ticket status and performance metrics, Chat performance metrics over time), Performance breakdown table (Agent, Store, SLAs), Add Filter, Save Filters, Apply Saved Filter, Export (CSV, PDF), Export metadata only, Export with message content. Questions Answered: How to access and use the Chat analytics tab. How to interpret various chat-specific metrics (speed, workload, SLA). How to customize displayed metrics and chart data. How to compare performance by agent, store, or SLA. How to filter and export chat data. Why chat first response time might differ from widget display, and how missed chats are counted. Key Concepts & Keywords: Chat widget, Analytics, Helpdesk performance, Channels, Response speed, Customer satisfaction, First response time, Median response time, Resolution time, Human response time after AI handoff, CSAT, Tickets created, Closed tickets, Open tickets, Messages, Handle time, One touch tickets, Zero touch tickets, SLA, Achievement rate, Breached SLAs, Sankey chart, Performance breakdown, Filters, Export data, User roles (admin, agent).
Measure channel performance: Social
Main Topic: Social tab in Channels report (Gorgias Analytics) Feature Names: Social tickets created, Resolution time, First response time, Median response time, Human response time after AI handoff, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Messages per ticket, Ticket handle time, One touch tickets, Zero touch tickets, Achievement rate, Tickets with achieved SLAs, Tickets with breached SLAs, Social ticket status and performance metrics chart, Social performance metrics over time chart, Performance breakdown table (Agent, Sub-channel, Store, SLAs), Edit metrics, Edit table, Add Filter, Save Filters, Apply Saved Filter, Export. Questions/Problems: How to access the Social tab; how to interpret social media performance metrics; how to break down performance by sub-channel, agent, or store; how to customize displayed metrics/columns; how to filter and export social data. Key Concepts: Social media support, channel performance, Facebook, Instagram, X (Twitter), direct messages, comments, mentions, sub-channel breakdown, resolution time, first response time, SLA, ticket volume, agent performance, data export, analytics, reporting.
Measure channel performance: SMS
Main Topic: SMS Analytics, Channels Report Features: SMS tab, Metric Cards (SMS tickets created, Resolution time, First response time, Median response time, Human response time after AI handoff, Closed/Open/Replied Tickets, Messages, Ticket handle time, One/Zero touch tickets, SLA metrics), Charts (SMS ticket status and performance, SMS performance over time), Performance breakdown (Agent, Store, SLAs), Filters, Export Questions/Problems: How to monitor SMS ticket performance, differentiate SMS from other channels, understand SMS-specific metrics (e.g., Median response time vs. First response time), analyze team workload and SLA for SMS, export SMS data. Keywords: SMS, text message, channels, analytics, performance, metrics, reporting, resolution time, response time, SLA, tickets, volume, workload, export.
Measure channel performance: Voice
Main Topic: Voice tab analytics. Features: Call volume, unanswered call metrics, handling/SLA metrics, charts (Call outcome, Voice ticket status, Voice metrics over time), performance breakdown tables (Agent, SLAs, Store, Call list), filtering, export. Answers: How to access Voice tab, interpret call data (answered, unanswered, talk/wait times), analyze agent/store performance, understand SLA, filter/export reports. Key Concepts: Voice tickets, total calls, inbound/outbound calls, missed, abandoned, cancelled, callback requested, average talk/wait time, inbound transfers/declined, SLA achievement rate, call recordings. Keywords: Voice analytics, phone support, call metrics, call performance, Gorgias reporting, call center, customer service, unanswered calls, SLA, agent performance, call list, recordings.
Score the quality of your tickets with Auto QA
Main Topic: Auto QA (Automated Quality Assurance) Feature Names: Auto QA, Auto QA report, AI Agent Questions/Problems Answered: How to automatically evaluate agent performance and ticket quality. How Auto QA scores tickets, its criteria (Resolution completeness, Communication, Language proficiency). Which tickets are eligible/ineligible for Auto QA scoring. How to view, edit, and manually score tickets using Auto QA. How to train the Auto QA AI with manual adjustments. Requirements for using Auto QA. Key Concepts/Keywords: AI, automated scoring, quality assessment, agent performance, ticket quality, customer conversations, CSAT, Resolution completeness, Communication, Language proficiency, manual scoring, Accuracy, Efficiency, Internal compliance, Brand voice, AI Agent subscription, analytics, reporting.
Measure support performance: Revenue report
Main topic: Revenue Report Features: Revenue report, Analytics, Support Performance Questions answered: How to measure support team revenue, how to access/understand the revenue report, what metrics are included, how conversions are attributed, how to filter/download revenue data. Key concepts: Revenue report, ticket conversion, sales from support, conversion ratio, sales per agent, Shopify integration, Pro/Advanced/Enterprise plans, customer journey. Keywords: Revenue, sales, conversion, support performance, analytics, tickets, agents, Shopify, reporting, metrics.