Analytics

This section will explain the definition and data used for each analytics in Qiscus Helpdesk. Currently it was divided into two categories; Admin Analytics & Supervisor Analytics and Agent Analytics.

1. Admin Analytics & Supervisor Analytics is analytics that admins can access. The analytics obtained from data from all channels and performance data from all agents. There are several data in this dashboard, including Ticket Statistics, Response Time, First Response Time and Resolution Time;
2. Agent Analytics is analytics that agents able to access and only displaying the analytics data of the logged in agent account itself. Admin and supervisors also able to access these analytics through the "Agent Analytics" menu and be able to pick data of any registered agents.
3. Tag & Priority Analytics provide insights based on the tags and priority levels assigned to tickets. This helps in understanding the distribution and handling of tickets based on their categorization and urgency. Tag Distribution analyzes the frequency and type of tags used, helping to identify common issues or topics. Priority Handling tracks the performance of the support team in handling tickets of varying priority levels, ensuring high-priority tickets are resolved promptly.
4. Custom Analytics allow users to have tailored reports and dashboards based on their specific business needs. Contact Qiscus to discuss your analytics requirements, and we will develop customized solutions for you.