Insights
View analytics for your requests, tickets, and GPT-Powered Answers
Our Insights feature offers detailed reporting to track request load, response times, and service levels. Use the 'Request' tab for agent-specific insights and the 'Virtual Agent' tab for Clearfeed Virtual Agent data. Metrics can be filtered by channel, responders, collections, and more, with options to download granular data for deeper analysis.
Use Insights to answer questions like:
Which channels experience the highest request volumes?
How quickly are responders resolving requests on average?
How effectively is the Clearfeed Virtual Agent reducing manual workloads?
Supported Metrics
We support metrics around requests, tickets, and the Answers. You can select the metrics, break them down by parameters (such as Collection, Channel, Assignee, your Custom Fields etc...), and spread them over a particular date range.
For Internal Helpdesk Only
Metrics such as Number of Requests, Response Time, and Resolution Time are calculated only for tickets. Messages that are not converted into tickets are not included in these metrics.
Clearfeed by default calculates the key metrics like First Response Time, Response Time, Resolution Time and First Resolution Time from the moment a request is initially created, even if a ticket is created later. If your team prefers to calculate these metrics starting from when a ticket is created (rather than from request creation), this is supported as an optional configuration. To enable this, please contact the Clearfeed Support team. ⚠️ Important Notes About This Configuratio
✅ Only affects future tickets: Switching this setting does not retroactively update metrics for existing tickets. Metrics for past tickets will remain based on request creation time.
🚫 Non-Open Tickets: If a ticket is created in a non-open state, First Response Time will not apply, and the ticket won’t be included in First Response metrics.
🌐 Account-wide setting: This change applies at the account level — affecting all collections and all related metrics (Response Time, Resolution Time, etc.).
For All Requests/Tickets
Number of Requests
Total requests initiated during the selected period; excludes earlier requests with messages in the period.
Toggle 'Requests with Tickets' to view insights for ticket-based requests.
Example: 10 requests initiated today, even if work continued on 4 older requests, the count is still 10.
Reporting Unit: Number
This metric is termed as Number of Tickets under the Internal Helpdesk
Number of Messages
Total Slack messages (from responders, requesters, or others) within the selected time frame.
Excludes bot messages not whitelisted by ClearFeed.
Includes messages from requests initiated before the selected period.
Reporting Unit: Number
Time to First Response
Average time from request creation to the first responder’s reply (e.g., 👀, 🎟️).
Excludes open requests with no response; only counts responses within business hours.
Example: A 9:00 AM request responded at 9:30 AM has a 30-minute first response time.
Reporting Unit: Average in minutes.
Response Time
Average time between a requester’s message and the next responder reply, including first and subsequent responses.
Excludes open requests with no responses; business hours (support pending).
Example: If a first response is 4 mins and next is 8 mins, average response time = 6 mins.
Reporting Unit: Average in minutes.
Resolution Time
Average time from request initiation to marking it as "Solved," excluding unresolved requests.
Adjusted for business hours to exclude non-working periods
Adjusted to omit time the ticket remained in the pending state if configured.
Example: A request raised at 8 AM and solved at 9:30 AM on a 9–5 schedule = 30 mins resolution time.
Reporting Unit: Average in minutes.
This metric is termed as Number of Tickets under the Internal Helpdesk
Number of Mes
First Resolution Time
Time from request creation to its first resolution, unaffected by subsequent reopening.
Excludes unresolved requests; adjusted for business hours.
Example: A 10:00 AM request solved at 10:30 AM = 30 mins first resolution time.
Reporting Unit: Average in minutes.
Resolution Rate
The percentage of requests that have been marked as resolved out of the total requests received.
Formula:
(Number of Closed/Resolved Requests ÷ Total Requests) × 100Example: If 80 out of 100 requests were resolved, the Resolution Rate = 80%.
Reporting Unit: Percentage (%)
CSAT Metrics
CSAT 5-Point Survey
Available when CSAT Type is set to “Emoji Rating”
Displays the average satisfaction score (1–5) from requesters for solved tickets.
Requests without CSAT feedback are excluded.
Toggle ‘Requests with Tickets’ to view only ticket-based scores.
Example: Ratings of 1, 3, and 5 result in an average score of 3.
Reporting Unit: Average score
CSAT 2-Point Survey - Positive Responses
Available when CSAT Type is set to “Thumbs Up/Down Rating”
Shows the count of positive (👍) responses from requesters on solved tickets.
Toggle ‘Requests with Tickets’ to view only ticket-based scores.
Reporting Unit: Count of positive responses
CSAT 2-Point Survey - Negative Responses
Available when CSAT Type is set to “Thumbs Up/Down Rating”
Shows the count of negative (👎) responses from requesters on solved tickets.
Toggle ‘Requests with Tickets’ to view only ticket-based scores.
Reporting Unit: Count of negative responses
SLA Metrics
% of First Response SLA Breached
% of requests breaching the SLA for first response, adjusted for business hours.
Example: 10 requests with 6 breaches = 60% breach rate.
Reporting Unit: Percentage (%).
% of Resolution Time SLA Breached
% of requests breaching SLA for resolution time, excluding unresolved or non-request messages.
Example: 10 resolved requests with 6 breaches = 60% breach rate.
Reporting Unit: Percentage (%).
% One Touch Resolution Breached
% of requests breaching "One Touch SLA" (e.g., resolution in a set number of replies).
Excludes non-request messages; unaffected by business hours.
Example: 10 solved requests with 6 breaches = 60% breach rate.
Reporting Unit: Percentage (%).
Answers Metrics
Number of Interactions
Tracks how often the Virtual Agent is triggered, including responses (generated answers, search results) and no-response instances.
Each trigger counts as one interaction, even if it includes multiple response types.
Example: 10 triggers = 4 generated answers + 3 search results + 3 no responses; total = 10 interactions.
Reporting Unit: Number.
Number of Responses
Captures instances where the Virtual Agent responded with generated answers or search results.
Excludes triggers where no response is found.
Example: 10 triggers = 4 generated answers + 3 search results + 3 no responses; total = 7 responses.
Reporting Unit: Number.
Number of Generated Answers
Counts instances where the Virtual Agent responded specifically with generated answers.
Excludes responses from search results or no-response triggers.
Example: 10 triggers = 4 generated answers; total = 4 generated answers.
Reporting Unit: Number.
Number of Positive Feedback
Tracks how often users selected "Yes, marked as solved" for Virtual Agent solutions.
Excludes instances with no feedback provided.
Example: 10 triggers = 5 positive + 2 negative feedback + 3 no feedback; total = 5 positive feedback.
Reporting Unit: Number.
Number of Negative Feedback
Tracks how often users selected "No, create a ticket" for Virtual Agent solutions.
Excludes instances with no feedback provided.
Example: 10 triggers = 5 positive + 2 negative feedback + 3 no feedback; total = 2 negative feedback.
Reporting Unit: Number
Aggregation
You can aggregate metrics in three different ways for detailed reporting and insights:
Average
Median
Percentile: Metrics can be aggregated for the 75th, 90th, and 95th percentiles.
Aggregation options are available for the following metrics:
First Response Time
Response Time
First Resolution Time
CSAT Score
For other metrics, the default aggregation method is Average.
Export Data
ClearFeed supports data export/download in CSV format. The data can be exported by clicking the button highlighted below:
To export the data via APIs, the following methods can be used:
Use the Insights REST API as documented here: Insights API Documentation.
Import Insights Data into a Google Sheet using the Insights to Google Sheet Guide.
Custom Reports
You can now save your frequently used filter combinations as a "New report" to view the specific data and access it instantly without reapplying complex filter combinations each time.
Creating a New Custom Report
You can create a new Custom Report from scratch or use an existing Custom Report as the starting point.
Option 1: Using an existing View
Start with an existing Custom/Standard Report and update it by:
Changing the Metric
Changing the Breakdown
Editing or removing existing filters
Changing the Date Range
Once the desired filters are applied:
Click on Save as New Report to create a new Report
Click on Save Report to update the existing one
In the Save As overlay that appears:
Enter a name for your new report
Choose the visibility (Admins only):
My Views: Visible only to you
Team's Views: Visible to all users in your account
Click Save to create the report
You will be redirected to your newly created report
Option 2: Clone an Existing View
Identify the report you want to clone
Click on the three dots (⋮) next to that report
Select Clone Report
In the popup:
Enter a name for the new report
Choose the visibility
The cloned report will be created, and you will be redirected to it
Optionally, edit the filters or make changes to the report as needed and click Save Report
Managing Custom Reports
For Reports Created by You
If you have created a Custom Report, you can:
Rename: Change the name of the report.
Clone: Duplicate the report to create a new one.
Delete: Remove the report permanently.
For Views You Didn’t Create (Team's Views)
For reports under Team's Views that you didn’t create, you can:
Clone: Use the existing report as a template to create your Custom Report.
FAQs
Does Analytics support timezone customization for reports?
Answer: Yes, all reports in Analytics follow the default timezone set in Account Settings. You can update the timezone anytime by navigating to Account Settings → SLA Settings.
Which type of custom fields are available to break down the reporting metrics?
Answer: Insights can be broken down by single-select custom fields. We will add support for other custom fields in the near future.
Does Resolution time calculation take into account the time ticket remained in Pending State?
Answer: Resolution time calculation excludes time spent in the Pending state if configured under Additional Settings.
Last updated
Was this helpful?