Analytics
Every report explained, what each metric means, how to filter and compare periods and how to export CSV.
- Get started with AnalyticsA map of every Hushdesk report, from the live view of right now to agent, satisfaction, SLA and ticket insight reports, and how they share filters.
- Watch the live overviewSee right now how many tickets are open, unassigned, waiting and past their SLA, who is available, and how today is going hour by hour.
- Read the Overview reportThe Overview report shows tickets created, replied and closed, median first response and resolution, one-touch rate, satisfaction and how tickets closed.
- Read the Agents reportCompare agents on tickets replied, messages sent, tickets closed, first response, resolution, one-touch and satisfaction, and filter by team or tag.
- Find your busiest timesA heat map of customer messages by weekday and hour, plus your busiest day, hour and slot, to plan shifts, business hours and chat cover.
- Read the Satisfaction reportSee your average satisfaction score, share of 4 and 5 star ratings, response rate, score distribution, scores by agent and recent customer comments.
- Read the SLAs reportSee how often first replies and resolutions met their SLA targets, overall and for each policy, counted in business hours when the policy says so.
- See what customers write about with the Tags reportThe Tags report ranks tags by tickets created in the period, with each tag's share and change versus the previous period, to spot rising problems.
- Break down tickets by ticket fieldThe Ticket fields report counts tickets created in the period by the value of a dropdown field, such as Outcome or Contact reason, with trends.
- See which macros your team usesThe Macros report counts replies sent with each macro in the period, with share and change, so you can improve popular macros and retire unused ones.
- Intents report (preview)PreviewThe Intents report groups tickets by what customers wrote in about, as classified on arrival. Classification for new tickets is still being switched on.
- Filter reports and compare periodsSet a date range or custom range, filter any report by channel, agent, team and tag, and read the change against the previous period of the same length.
- Export reports to CSVDownload any Analytics report as a CSV file with the same date range and filters as the page, ready to open in Excel, Numbers or Google Sheets.
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
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