Support Analytics

This tab scores one staff member's support work against fixed targets, so you can see who needs help before clients start complaining.

Opening the Screen

Open a staff member from the Administrators list. In the tab rail on the left, click Support Analytics.

{admin}/admin/{id}?edit=support_analytics

The tab belongs to a saved account. While you create a new one it does not appear.

What Is on the Screen

A status bar at the top says whether the feature is live and how long the licence lasts. Everything below it is information only. Nothing here is saved, so the form's Save button steps aside while the tab is open. The period selector sits to the right of the heading.

Verdict Line

One sentence above the measures says where the staff member stands. It reads All four measures are on target, or it counts the ones that fell short and names them underneath. With no assigned ticket in the chosen period it reads No tickets assigned in this period and asks for a wider period.

The Four Measures

Every row shows the value, the distance to the target and a bar with the target marked on it. A measure without data shows a dash. Targets arrive with the product and cannot be edited here.

Ticket Counts

Four plain numbers close the panel: Total Tickets, Open Tickets, Resolved and Total Replies. They carry no target. They tell you how much work the four measures rest on, which matters when a period holds only a handful of tickets.

Fields

Tasks

Review a Single Period

1. Open the Support Analytics tab.
2. Pick a range in the period selector, for example This Month.
3. Read the verdict line: it names the measures that missed their target for that range.

Judge a Satisfaction Score

1. Look at the badge to the right of Client Satisfaction.
2. Under five ratings the badge turns into a warning that reads not conclusive yet.
3. Widen the period until enough ratings accumulate, then read the score again.

Things to Watch

Required Privileges

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