Overall Analytics
The Qiscus Helpdesk Analytics Dashboard provides a real-time, visual summary of your customer support team's performance. It centralizes ticket, response, and resolution data across all communication channels, enabling administrators and supervisors to track efficiency, measure service quality, and make informed operational decisions.
Access Permissions
The Overall Analytics Dashboard is accessible only to users with the following roles:
- Owner
- Admin
- Supervisor
Agents do not have access to this dashboard. This restriction ensures that only users responsible for team oversight and performance management can view and interpret analytics data at the organizational level.
Date Filter Functionality
The Date Filter allows users to customize the timeframe of the data shown on the dashboard. By adjusting this filter (e.g., to “This Week,” “Last Month,” or “This Year”), users can analyze historical trends or monitor short-term performance.
Dashboard Sections
A. Ticket Statistics
This section focuses on ticket volume metrics—how many tickets were created, resolved, and how they fluctuate over time. It helps users understand demand, agent workload, and the overall flow of customer issues through the support funnel.
| Metric | Description |
|---|---|
| Tickets Created in This Period | Total number of support tickets created within the selected timeframe. |
| Graph of Daily Created Tickets | Line chart showing ticket creation trends per day. Helps identify peak days. |
| Tickets Resolved in This Period | Total number of tickets successfully resolved within the timeframe. |
| Graph of Daily Resolved Tickets | Line chart showing how many tickets were resolved daily. |
| % Resolved Tickets | Percentage of created tickets that were resolved, indicating efficiency. |
B. Response Time
This section provides metrics related to how quickly the support team engages with customers, both initially and throughout the ticket lifecycle. These insights are essential for evaluating responsiveness and maintaining service level agreements (SLAs).
| Metric | Description |
|---|---|
| Average First Response Time | Average time taken to respond to a new ticket (regardless of assignee). |
| Average First Response Time (Assignee) | Time to first response specifically by the assigned agent. |
| Average Response Time | Average time between ongoing responses across all ticket replies. |
| Graph of Avg. First Response Time | Visual trend of first response time per day. Useful to detect issues or improvements. |
Detailed Tables Section
First Response Time Table
This table provides granular insight into how quickly tickets are acknowledged and followed up. It includes timestamps, agent details, customer identity, and both first and average response times, making it valuable for diagnosing responsiveness and SLA compliance.
| Field | Description |
|---|---|
| Title | The subject or summary of the ticket. |
| Priority | Ticket urgency level (e.g., Low, Medium, High). |
| Ticket Created At | Timestamp when the ticket was created. |
| Channel Name | The channel through which the ticket was submitted. |
| Tags | Labels associated with the ticket. |
| Customer Name | The customer who created the ticket. |
| Customer Email | Email address of the customer. |
| Customer Phone Number | Phone number of the customer. |
| Agent Name | The agent assigned to the ticket. |
| Agent Email | The email of the assigned agent. |
| Assigned At | Timestamp when the ticket was assigned. |
| First Response At | Timestamp of the first response made by any agent. |
| Assignee First Response At | Timestamp of the first response by the assigned agent. |
| First Response Time (secs) | Time in seconds to the first response. |
| Avg. Response Time (secs) | Average time in seconds between replies in the ticket thread. |
Resolution Time Table
This table focuses on how long it takes for agents to fully resolve support issues. It contains both raw (in seconds) and human-readable resolution duration, and allows analysis by agent, division, and ticket status—ideal for identifying bottlenecks or agents needing support.
| Field | Description |
|---|---|
| Title | The subject or summary of the ticket. |
| Created At | Timestamp when the ticket was created. |
| Customer Name | The name of the ticket requester. |
| Agent Name | Name of the agent handling the ticket. |
| Agent Email | Email of the assigned agent. |
| Division Name | The agent’s division or department. |
| Reopened At | Timestamp when the ticket was reopened, if applicable. |
| Resolved At | Timestamp when the ticket was resolved. |
| Resolution Time (secs) | Time taken to resolve the ticket, in seconds. |
| Resolution Time | Human-readable format of the resolution duration (e.g., 2h 30m). |
Export Options
All charts and tables in the dashboard support data export in the following formats:
- CSV (for Excel-compatible use)
- XLSX
- JSON (for system integration)
- PNG (for visual presentations, N.A. for analytics with table type)
To export:
- Hover over a chart or table.
- Click the download icon.
- Select your preferred format.
- Click Download
Best Practices for Usage
- Daily Monitoring: Review response and resolution metrics regularly to spot trends early.
- Team Evaluation: Use agent-level breakdowns to identify high performers and support improvement areas.
- Custom Timeframes: Use the Date Filter to analyze performance monthly, quarterly, or yearly.
- Data-Driven Improvement: Combine insights from all metrics to guide SLA improvements and workflow optimization.