Reporting

Analytics: what every number means

Where the Dashboard, Insights and your helpdesk Home numbers live, the filters and the click-through to conversations, exactly what Intake, Noise, Resolved, Engaged and Untouched count, how AI, AI-assisted and Human are decided, how response and resolution times are measured, which day and time zone a number lands on, how fresh it is, why the same number differs between pages, and how to get data out.

CSAT

How the satisfaction survey works, the five-point scale customers see, every case where a survey is deliberately not sent, how to word and translate the survey, picking the delay after close, and how to read the results without fooling yourself.

SLAs

How an SLA policy is built from a scope and one target metric, what counts as a first response, how the business hours pause works, which conversations are excluded from measurement, where breaches and attainment show up, and how to pick thresholds you can actually hit.