Analytics

View out-of-the-box analytics about customer issues

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.

General

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.

CSAT

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.

Community

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

Workforce

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

SLA

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.