Tickets Analytics
Tickets empower you to hand off contacts from automated flows to direct conversations with human Agents. This allows you to assign, reply to, and resolve Tickets seamlessly without exiting your workspace. Here is a quick guide to help you configure this in just a few minutes.
You might also want to monitor the performance of your Tickets and Agents—such as how many conversations were initiated under specific topics, or the average response time of your agents.
Navigate to your Tickets tab and select the ‘Analytics’ button.
The first graph displays the number of Tickets opened for selected topic(s) over a customizable timeframe (Yearly, Monthly, or Weekly), which you can adjust using the controls on the right. Click the gear icon on the right to reveal a drop-down menu of topics.
Choose one or more topics from the drop-down to update the graph accordingly.
The second graph presents the average response time for all Tickets, based on the time period selected above.
You can also download this data directly from the Tickets tab. Just below the ‘Analytics’ button, you’ll find an ‘Export’ option. Here, you can specify the date range for the Tickets to be included in the export.
