General
The general analytics page contains all standard support metrics, including:- Total issues
- Issue volume over time
- Issue volume by week, month, and top customers
- Issue volume by time of day and day of week
- Issue volume by source, tag, assignee
- Issues solved within the week
- Average number of touches per issue
- Average time in status per issue
CSAT
The CSAT analytics page contains data about customer satisfaction score, including:- Average CSAT score
- Satisfaction rate
- CSAT survey response rate
- CSAT survey submissions
- CSAT survey responses
- Average CSAT over time
- Average CSAT by assignee
- CSAT score distribution
Community
For customers who have Pylon’s community features, the community analyics dashboard shows:- Total community members
- Total issues raised from the community
- Percentiles of time to first response and resolution for community issues
- Community issue volume over time
- Time to first response and resolution for community issues over time
Workforce
The workforce analytics tab contains data about team member workload and performance, including:- Issue volume over time per assignee
- Issue volume by source per assignee
- Median time to first response per assignee
- Median time to resolution per assignee
- Median handle time per assignee
SLA
The SLA analytics tab contains data about SLA violations and adherence, including:- Median time to first response and resolution
- Median time to first response and resolution over time (including and excluding support hours)
- Percentage of issues adhering to first response SLA and resolution SLA