System Analytics
Overview
The Analytics workspace aggregates performance telemetry into visual reporting panels. This data allows administrators to monitor visitor traffic trends, evaluate chat handling volumes, audit agent metrics, and track ticket lifecycle distributions across daily, weekly, or monthly reporting timelines.
Metrics Breakdown
1. Live Overview Panel
Tracks real-time platform engagement telemetry through four main data blocks:
- Visitors: Current counts of active digital footprints connecting with external front-end channels.
- Conversations: Volume metrics of active chat threads currently traversing operational pipelines.
- Agents: Precise counts of internal agent configurations marked with active status metrics.
- Tickets: Aggregated calculations tracking open items logged across your incident queues.
2. Conversational Status Diagrams
- Team Conversations Layout: An interactive pie chart tracking contextual percentages of chats handled across various personnel roles and departments.
- Chats Status Chart: A multi-colored structural pie chart reporting historical distribution metrics of chat states (e.g., open vs resolved vs unassigned) over chosen time bounds.
3. Response Metrics & Tag Telemetry
- Response Intervals: Tracks performance trends using two computational models: Median Response Time and Average Response Time.
- Tags Usage Timelines: Renders continuous line graphs comparing the distribution of conversations that carry operational labels (green trend lines) against unlabeled interactions (orange trend lines), structured from Sunday through Saturday.
- Tag Frequency Bar Graphs: Renders vertical bar charts charting exact tag usage counts on the vertical Y-axis against chronological day buckets on the horizontal X-axis.
4. Incident Ticket Trajectories
- Total Tickets Graph: A continuous line chart plotting daily support ticket generation trends. This chart supports granular adjustments to switch reporting views between weekly and monthly visualization views.