Analytics
View out-of-the-box analytics about customer issues
Last updated
View out-of-the-box analytics about customer issues
Last updated
Pylon comes with a number of default analytics dashboards with common support metrics. All dashboards are filterable by a wide selection of default attributes (ex. tags, assignee, team, etc) as well as all custom attributes.
All dashboards can be exported to PDF to share and individual graphs are downloadable.
The general analytics page contains all standard support metrics, including:
Total issues
Issue volume over time
Issue volume by week, month, and top customers
Issue volume by time of day and day of week
Issue volume by source, tag, assignee
Issues solved within the week
Average number of touches per issue
Average time in status per issue
The general analytics page also contains a table of all customers and aggregate metrics for each, including issue volume, and time to first response and resolution percentiles.
The CSAT analytics page contains data about customer satisfaction score, including:
Average CSAT score
Satisfaction rate
CSAT survey response rate
CSAT survey submissions
CSAT survey responses
Average CSAT over time
Average CSAT by assignee
CSAT score distribution
The CSAT analytics page also contains a table of all raw CSAT scores and responses, so individual issues can be drilled into.
For customers who have Pylon's community features, the community analyics dashboard shows:
Total community members
Total issues raised from the community
Percentiles of time to first response and resolution for community issues
Community issue volume over time
Time to first response and resolution for community issues over time
The workforce analytics tab contains data about team member workload and performance, including:
Issue volume over time per assignee
Issue volume by source per assignee
Median time to first response per assignee
Median time to resolution per assignee
Median handle time per assignee
The SLA analytics tab contains data about SLA violations and adherence, including:
Median time to first response and resolution
Median time to first response and resolution over time (including and excluding support hours)
Percentage of issues adhering to first response SLA and resolution SLA
The SLA analytics page also contains a table of all issues with SLA violations, so individual issues can be drilled into.
