Insights
View analytics for your requests, tickets, and GPT-Powered Answers
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View analytics for your requests, tickets, and GPT-Powered Answers
Last updated
Was this helpful?
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?
By default, for all users of the Internal Helpdesk, the metrics calculations include only tickets. Messages not converted into a ticket will not be factored into the metrics such as Number of Requests, Response Time, or Resolution Time.
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
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
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.
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.
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.
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.
The percentage of requests that have been marked as resolved out of the total requests received.
Formula: (Number of Closed/Resolved Requests ÷ Total Requests) × 100
Example: If 80 out of 100 requests were resolved, the Resolution Rate = 80%.
Reporting Unit: Percentage (%)
Average satisfaction score (1–5) from requesters for solved tickets.
Excludes requests with no CSAT feedback; toggle 'Requests with Tickets' for ticket-based scores.
Example: Scores of 1, 3, and 5 give an average of 3.
Reporting Unit: Average score.
% 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 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 (%).
% 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 (%).
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.
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.
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.
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.
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
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.
ClearFeed supports data export/download in CSV format. The data can be exported by clicking the button highlighted below:
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.
You can create a new Custom Report from scratch or use an existing Custom Report as the starting point.
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
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
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 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.
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.
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 etc...), and spread them over a particular date range.
