Reporting Overview
Getting Started
To access reporting, click on the Insights icon on the left navigation bar:
Metrics Supported
In
RequestTab - This section provides insights specific to your responders and agentsNumber of Requests
Number of Messages
Time to First Response
Time to Response
Resolution Time
First Resolution Time
Average CSAT Score
% First Response SLA Breached
% of Resolution Time SLA Breached
% One Touch SLA Breached
In
Virtual AgentTab - This section provides insights specific to Clearfeed Virtual AgentNumber of Interactions
Number of Responses
Number of Generated Answers
Number of Positive Feedback
Number of Negative Feedback
Review the detailed definitions here.
Breakdown and Filters
The breakdown allows you to slice through the data by different parameters for any applied metric - request status, channel, author, assignee, collection name, owner, and CSAT Score.
You can also apply the following sub-filters - channel, status, priority, collection name, and request with tickets to cut down the data further.
Using the Request with Tickets filter is only currently visible for Number of requests metric. Using this, only requests with any converted or linked ticket will be visible
Note:
Requests with only task management systems are not counted (Eg: Jira, Github)
Only the number of requests is shown through the filter, not the number of total tickets Additionally, there is a date filter to select the default date ranges (eg. today, last 7 days, last 30 days, last quarter, etc.) or to select custom date ranges to review the metrics appropriately.
Data Export
ClearFeed supports data export/download in CSV format. The data can be exported by clicking the button highlighted below:
Report timezone
By default, all the reports in Analytics follow the default timezone that is configured in the Account Settings. You can always edit the timezone by going into Account Settings -> SLA Settings.
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