# Support Analytics

https://docs.wisecp.com/de/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.

> **Premium Feature**
> 
> Support Analytics belongs to the paid package. Without a licence the tab shows sample figures instead of your own.
> 
> [Go to store](https://wisecp.com/en/wredirect?slug=support-analytics)

## Opening the Screen

Open a staff member from the [Administrators](https://docs.wisecp.com/en/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.

- **Avg. Response Time**: Average wait between the ticket and this staff member's first reply. Target: 1 hour. The bar runs from zero to the target, so a slow average fills it completely.
- **Client Satisfaction**: Average of the ratings clients leave on their own tickets, out of 5. Floor: 3.0. The badge next to the score says how many ratings it rests on.
- **First Contact Resolution**: Share of tickets closed with a single staff reply. Target: 72%. A low figure often means answers that need a second round.
- **Resolution Rate**: Share of assigned tickets that reached a resolved or closed state. Target: 92%.

### 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

- **Period**: Optional. Eleven ready-made ranges, from **Today** to **All Time**; the tab opens on **All Time**. Every measure and count follows your choice. Without a licence the selector has no effect, because the sample figures never change.

## 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

> **A Few Ratings Are Not a Trend**
> 
> A 5.0 from two clients and a 5.0 from eight hundred look alike on the bar. Check the rating count before you draw a conclusion about someone's work.

> **Only Assigned Tickets Count**
> 
> Every figure covers tickets assigned to this staff member. A colleague who answers without being assigned stays outside these numbers.

> **Blurred Figures Are Samples**
> 
> Without a licence the panel is blurred and carries a **Demo Data** badge. Those figures belong to an example, not to your installation.

## Required Privileges

- **ADMIN_SHOW**: Opens the staff record and loads the figures in this tab.

## Related Articles

[Adding and Editing an Administrator](https://docs.wisecp.com/en/adding-and-editing-an-administrator)

[Administrators](https://docs.wisecp.com/en/administrators)