Gorgias Analytics: Helpdesk performance reports
Main Topic: Gorgias Helpdesk performance analytics. Feature Names: Overview, Channels, Help Center, Metric cards, Breakdown chart, Trend chart, Breakdown table, Date filter, Aggregation filter, Add filter, Saved Filters, Export. Questions Answered: How to access Helpdesk performance analytics. How to customize, filter, and export reports. How to understand metrics, including Sankey charts and year-over-year comparisons. How to compare AI Agent and human agent performance. FAQs on metric discrepancies, definitions, SLA, Macro, CSAT, Auto-QA, Tags, Ticket fields, Intents, Voice data, agent availability, and Revenue reports. Key Concepts & Keywords: Analytics, Helpdesk performance, reports, metrics, customization, filtering, export, CSAT, SLA, AI Agent, Channels (Email, Chat, Voice, SMS, Social), Help Center, workflow, support operation, ticket trends, data visualization, Sankey chart, agent performance, user roles (Admin, Agent), pricing plans.
How metrics are calculated: Helpdesk performance
Main topic: Helpdesk performance analytics, Gorgias metrics, performance reports Features: Overview, Channels (Email, Chat, Social, Voice, SMS), Help Center reports, AI Agent funnel, Auto-QA Questions/Problems: How are Gorgias performance metrics calculated? What do specific metrics mean? How to interpret Helpdesk, Channel, and Help Center data? Keywords: Performance metrics, analytics, CSAT, resolution time, first response time, ticket volume, agent availability, SLA, Auto-QA, Help Center usage, customer satisfaction, AI Agent performance, Voice analytics, SMS analytics, Email analytics, Chat analytics, Social analytics
Measure helpdesk performance: Overview
Main Topic: Helpdesk Performance Overview Report Features: Overview Tab, Reporting Metrics (KPIs), Metric Drill-down, Charts (Breakdown, Performance over time), Performance Breakdown Table (Agent, Agent Type, Channel, Store, SLAs, Macros) Questions/Problems Addressed: How to access the Overview report. How to view and customize key performance indicators (KPIs). How to analyze individual tickets contributing to metrics. How to visualize performance data through charts. How to compare performance across agents, channels, stores, and AI. How SLA metrics are calculated and displayed. Key Concepts & Keywords: Analytics, Helpdesk Performance, Overview Report, KPIs, CSAT, Resolution Time, Response Time, Tickets (Created, Closed, Open, Replied), Messages, Ticket Handle Time, One/Zero Touch Tickets, SLA Achievement Rate, Metric Drill-down, Charts, Breakdown, Performance over time, Performance Breakdown Table, Agent Performance, AI Agent, Channel Performance, Store Performance, Macro Usage, User Permissions (Admins, Agents, All Roles), Helpdesk Plans, Connected Stores.
Measure helpdesk performance: Satisfaction (CSAT)
Main topic: CSAT Tab (Customer Satisfaction) in Gorgias Analytics Overview Report. Feature names: Auto-QA. Answers: How to track customer satisfaction, agent performance, channel performance, and store performance using CSAT scores and Auto-QA metrics. How to access, interpret, customize, and export data from the CSAT tab. Keywords: CSAT, Customer Satisfaction, Auto-QA, Analytics, Overview Report, Helpdesk performance, surveys, quality scores, agent performance, channel performance, store performance, KPIs, metrics, drill-down, export, roles, permissions, AI Agent subscription.
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: Analytics, Helpdesk Performance, Overview Report, Ticket Attributes Features: Intents, Tags, Ticket Field Values, Charts, Performance Breakdown Table Questions Answered: What are customers contacting us about? How do I track ticket volume by intent, tag, or custom field? How do I analyze trends in contact reasons? How can I identify emerging customer issues? Key Concepts: Ticket volume, customer contact reasons, intent detection, tag analysis, custom ticket fields, performance breakdown, trend analysis, data visualization, historical data, drill-down reports, export data. Keywords: Analytics, reporting, ticket data, customer support, helpdesk, metrics, insights, performance, trends, contact reasons, tickets.
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, Helpdesk Performance, Overview Report, Busiest Times tab. Features: Heatmap, Ticket Metric filter. Questions/Problems: How to view busiest support times? How to optimize staffing based on demand? How to compare ticket creation vs. reply times? How to interpret the Busiest Times heatmap? How to change the metric displayed on the heatmap? Key Concepts: Busiest times, heatmap, ticket metrics, staffing, demand, coverage, business hours, tickets created, tickets replied, tickets closed, messages received, messages sent. Keywords: Analytics, reports, overview, busiest times, heatmap, staffing, demand, ticket volume, business hours, performance, helpdesk.
Measure Help Center performance
Main Topic: Help Center Report (Analytics) Feature Names: Reporting metrics, Charts, Performance breakdown table, Articles table, Search terms table, Edit metrics, Edit table Questions/Problems Answered: How to access Help Center report. What KPIs are available for self-service content performance. How to monitor article views, searches, and click-through rates. How to identify content gaps (no-result searches). How to compare metric performance over time. How to evaluate individual article and search term performance. How to check performance of translated content. Key Concepts & Keywords: Analytics, Help Center, Self-service, Report, Metrics, KPIs, Article views, Searches, Click-through rate, No-result searches, Content performance, Article rating, Search terms, Breakdown table, Charts, Data visualization, User permissions, Helpdesk plans.
Measure channel performance: Email
Main topic: Email tab in Analytics Channels report. Features: Metric cards, charts, performance breakdown tables, filtering, data export. Questions: How to measure email performance (response/resolution speed, workload, SLA, satisfaction)? How to compare inboxes, agents, stores for email? How to filter and export email data? Keywords: Analytics, Channels report, Email tab, email performance, contact form, tickets created, CSAT, response time, resolution time, SLA, workload, metrics, charts, breakdown table, agents, stores, sub-channel, filters, export.
Measure channel performance: Chat
Main Topic: Gorgias Analytics Chat Tab Features: Analytics, Channels Report, Chat Tab, Metric Cards, Charts, Performance Breakdown, Filters, Export Questions Answered: How to access chat performance data, measure chat-specific metrics, compare chat performance, filter analytics, export data, understand first response time vs. AI, and handle unanswered chats. Key Concepts: Chat tickets, response times (first, median, human after AI), resolution time, CSAT, SLA, ticket volume, workload metrics, performance breakdown (agent, store, SLA), filtering, data export. Keywords: Chat analytics, Gorgias chat performance, chat reports, helpdesk metrics, customer service chat, live chat data.
Measure channel performance: Social
Main Topic: Social tab in Channels report for 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, Social performance metrics over time, Performance breakdown (Agent, Sub-channel, Store, SLAs), Edit metrics, Edit table, Add Filter, Save Filters, Apply Saved Filter, Export, Add to dashboard. Questions Answered: How to access social analytics, how to interpret metrics (volume, speed, workload, SLA), how to analyze social performance through charts (breakdown, over time), how to compare performance across agents/channels/stores/SLAs, how to customize table columns, how to filter data, how to export reports, why CSAT isn't on the social tab, if comments/mentions count as tickets. Key Concepts: Social media analytics, channel performance, helpdesk metrics, resolution time, response time, ticket volume, SLA compliance, sub-channel breakdown, data filtering, reporting. Keywords: Social tab, Channels report, analytics, Facebook, Instagram, X, direct messages, comments, mentions, ad comments, metrics, charts, breakdown, performance, tickets, SLA, filters, export.
Measure channel performance: SMS
Main Topic: SMS Channel Analytics Features: SMS tab, Metric cards (SMS tickets created, Resolution time, First response time, Median response time, Human response time after AI handoff, Closed/Open tickets, Messages received/sent, 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, how to track SMS-specific metrics, how to analyze agent/store performance for SMS, how to export SMS data, understanding SMS resolution time, differentiating inbound/outbound SMS, why CSAT is not on SMS tab. Keywords: SMS, analytics, helpdesk, channels, tickets, metrics, performance, reporting, resolution time, response time, SLA, filters, export, Gorgias.
Measure channel performance: Voice
Main Topic: Voice tab analytics. Feature Names: Call Outcome, Voice Ticket Status, Voice Metrics Over Time, Performance Breakdown (Agent, SLAs, Store, Call List). Questions/Problems Answered: How to analyze phone support performance, including call volume, unanswered calls (missed, abandoned, canceled, callback requested), handling/SLA metrics, and agent performance. How to interpret specific metrics like average talk/wait time, and the difference between missed/declined calls. How to find and filter individual call records, including recordings. How user roles and plan subscriptions affect access. Key Concepts/Keywords: Voice tab, analytics, call metrics, inbound/outbound calls, answered calls, unanswered calls, missed calls, abandoned calls, canceled calls, callback requested calls, average talk time, average wait time, SLA, agent performance, call list, call recordings, Helpdesk plans, user permissions, Voice subscription, channels report, filters, export.
Score the quality of your tickets with Auto QA
Main Topic: Gorgias Auto QA. Features: Auto QA, Auto QA Report, AI Agent. Questions/Problems: How to automatically evaluate agent performance? How to understand ticket quality? How to view and manually adjust QA scores? What are the scoring criteria? Key Concepts: AI-powered quality assurance, ticket scoring, agent performance, customer service quality, Resolution completeness, Communication, Language proficiency, Accuracy, Efficiency, Internal compliance, Brand voice, manual scoring, AI training. Keywords: Auto QA, AI, quality assurance, agent performance, ticket quality, customer service, scoring, resolution, communication, language, manual score, CX.
Measure support performance: Revenue report
Main Topic: Revenue report, support performance analytics. Feature Names: Revenue report, 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 revenue generation? How to access, review, filter, and download revenue data? What metrics are included in the revenue report? How are conversions attributed (timeframe, email, refunds, agent)? Requirements for using the revenue report. Key Concepts/Keywords: Revenue, sales, conversions, support tickets, agents, Shopify, analytics, reporting, metrics, performance, filter, CSV, Pro/Advanced/Enterprise plans.