Analytics
Understand automated answers, feedback, response times, and estimated savings.
Open Analytics to review ticket outcomes and support performance.
Read the metrics
| Metric | Interpretation |
|---|---|
| Deflection rate | Automatically resolved questions divided by answered questions included in the metric. |
| Questions handled | Ticket count for the workspace. |
| Deflection trend | Answered and automatically resolved questions over the displayed days. |
| Trending topics | Ticket counts grouped by category. |
| Response SLA met | Responses meeting their configured target divided by responses with an evaluated target. |
| Average time to first response | Average recorded delay before the first response. |
| SLA breaches | Recorded response and resolution target breaches. |
Estimated savings
Staff time saved is an estimate: automatically resolved questions multiplied by the configured minutes per ticket, divided by 60. The cost estimate multiplies those hours by the configured staff hourly rate.
These figures are calculated assumptions, not time-tracking records or measured payroll savings. Review the minutes-per-ticket and hourly-rate assumptions before using the estimates in a business case.
Answer feedback
Answer quality by category shows positive and negative feedback on automatically answered questions. Approval is positive feedback divided by all received feedback in that category. Questions without feedback do not establish answer accuracy.
CSAT reports the average rating, number of responses, and rating distribution. It is available on Pro and Enterprise. See CSAT.
Find documentation work
The documentation-gap list links to resolved how-to and documentation tickets that have not been promoted to knowledge. Open a ticket, check the explanation, and promote it if it will help answer future questions.