# Default Dashboards ## 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. ## NPS Net Promoter Score tracking through survey responses and score distribution. * Net Promoter Score — % of Promoters (score ≥9) minus % of Detractors (score ≤6), across all submitted responses * Net Promoter Score by week (weekly trend) * Average NPS response (mean of 0–10 scores) * NPS response distribution (count of responses at each score) * Average NPS response by week * NPS surveys submitted * NPS surveys sent * NPS survey response rate (submitted ÷ sent) The NPS analytics page also contains a table of all raw survey responses, with sent/submitted timestamps, contact ID and email, account ID, score, free-form feedback, last seen at, and delivery mode, so individual responses 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 with an SLA 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. ## AI Agent Analytics The AI agent analytics page contains data about AI agent performance and effectiveness, including: * Assign rate and assist rate for AI agents * Resolution rate and escalation rate over time * Issues assigned vs not assigned and escalated vs resolved * Satisfaction rate and CSAT score distribution for AI interactions --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.usepylon.com/pylon-docs/reporting-and-analytics/default-dashboards.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.