Step 5: Track performance with analytics
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Track how your team and channels are performing, and slice ticket data by any field you've configured.
Analytics data only appears after you've integrated at least one channel and started receiving tickets.
Open the Analytics tab to see performance broken down across three areas:
Conversation performance — response times, missed conversations, new vs. returning customers, and message volume across every channel and integration.
Agent performance — per-agent breakdowns of response times, tickets handled, and resolution rates.
Ticket fields — slice ticket volume and outcomes by any field you've set up, including Resolution, Enquiry Type, Priority, Product Enquired, and Labels. Use this to spot what your customers are contacting you about and how often each issue gets resolved.
For a full breakdown of the metrics and how they're calculated, see Analytics.
Install the mobile app so you can keep an eye on tickets on the go.
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