If you want to check out how your team's performing, i.e., first-response times, resolution time, # of tickets created, and more, you should use the analytics feature on DelightChat. To open it, click “Analytics” in the left menu. The “Ticket Summary” page shows: - Tickets created, closed and reopened - One-touch tickets (tickets that got only one reply) - Messages sent and received - Median first response time and median resolution time (also counted from the time of assignment) - CSAT surveys sent, CSAT responses received and the median CSAT score You can pick a date range and switch between “Date-wise” and “Month-wise” views. The “Business hours only” switch is on by default. When it is on, first response time and resolution time count only the working hours you set in Settings > Business Hours. Turn it off to see raw clock time. The switch is on Ticket Summary, All Tickets, Agent Performance, Support Channels and Tag Metrics. A brand with no business hours set is counted in clock time.
Take a look at this quick video overview for further context: Other pages in the Analytics menu: - All Tickets: the same summary numbers and a table of your tickets. Click “Export ticket metrics as CSV” to get the data by email. - Agent Performance: the numbers for each agent. - Support Channels: the numbers for each support channel. - Tag Metrics: how many tickets each tag has. - Customer Feedback (CSAT): the survey results. Click “Export as CSV” to get them by email.
