Statistics & Reports
Track conversation activity, customer ratings, agent performance, contact and company statistics, and knowledge base searches through detailed reports.
Analytics Dashboard
The Analytics dashboard provides an overview of your helpdesk activity, including conversations, customer ratings, form submissions, inbox activity, knowledge base searches, and team performance. From your helpdesk, click the Helpdesk icon in the si...
View Conversation Statistics
Use Conversation Statistics to track conversation activity, review status distribution, and analyze trends over a selected period. From your Helpdesk, go to Reports → Conversations → Conversation Statistics . Conversation Activity and Status Distrib...
View Conversation Ratings
Use Conversation Ratings to review customer feedback and compare ratings across contact segments, inboxes, teams, and conversation tags. From your Helpdesk, go to Reports → Conversations → Conversation Ratings . Ratings Overview The report displays...
View Contact Statistics
Use Contact Statistics to track contact activity, see how many contacts start new conversations, and understand how contacts are distributed across segments and tags. From your Helpdesk, go to Reports → Contacts → Contact Statistics . Contact Activi...
View Company Statistics
Use Company Statistics to track company activity and understand how companies are distributed across segments and tags in your Helpdesk. From your Helpdesk, go to Reports → Contacts → Company Statistics . Company Activity The Company Statistics char...
View Agent Statistics
Use Agent Statistics to review agent performance, compare conversation ratings, and track response and resolution times over a selected period. From your Helpdesk, go to Reports → Agents → Agent Statistics . Agent Statistics Overview The report disp...
View Most Searched Terms
Use Most Searched Terms to see what visitors search for in your knowledge base, identify popular topics, and discover opportunities to improve your content. From your Helpdesk, go to Reports → Knowledge Base → Most Searched Terms . Search Terms Over...