Insights Advanced Reports: Traffic Overview

Use the Traffic Overview report to gain a full picture of all your incoming and outgoing support tickets. View data from any date range in several charts with your choice of data point segmentation. You can breakdown the data by key variables such as ticket assignee, channel, language and more. Take an even closer look by drilling down into specific interactions and tickets.

Important:

Advanced Reports are not yet available in all Wix Answers accounts. Contact us if you would like to gain access to this feature.

Ticket metric calculations:

Your Insights Advanced Reports include merged, snoozed, and spam tickets. Deleted tickets are excluded from the reports. Learn how ticket metrics are calculated differently in other areas of Wix Answers.

To get started:

Hover over the Insights icon in the side panel and click Advanced Reports.
Select the Traffic Overview report.

In this article, learn more about:

Filtering your Traffic Overview report

Add filters to your Traffic Overview report to fine-tune the data that appears in the charts. You can set the date range, group the data points, split the data with breakdown options, and more.

To filter the report:

Click the Date field and choose a date range for the data.
Tip: Click More to view more presets or click Custom to create a custom date range.

Click the Group Dates By field and choose how the data points will be segmented in the charts.
For example: If the Date field is "Yesterday" and the Group Dates By field is "Hour", the graphs will display 24 data points (because there are 24 hours in a day).

(Optional) Add a Breakdown By filter to split the data in the charts.

Show me how

Click the Breakdown By field and select an option to split the data in the charts:

No Breakdown: Show the total values at each data point without splitting them.
Assignee: Show the tickets' assigned team members and groups in each data point.
Channel: Show the source the tickets were created from in each data point:
- API: Tickets created by API.
- By Agent: Outgoing tickets created by team members.
- Callback: Incoming phone calls created from scheduled callbacks.
- Email: Incoming tickets created when customers email your connected mailbox(es).
- Facebook: Incoming tickets from Facebook.
- Incoming Call: Phone calls created when customers dial your line.
- Live Chat: Incoming chats created when customers start chats in your widget(s).
- Outgoing Call: Phone calls created when team members dial your customers' phone numbers.
- SMS: Incoming and outgoing tickets sent via SMS text messages.
- Web: Incoming tickets created from your help center's contact page.
- WhatsApp: Incoming tickets created when customers contact you via WhatsApp.
- Widget: Incoming tickets created from your widgets' contact pages.
Channel Direction: Show the direction tickets were initially sent in each data point:
- Auto-reply: This channel direction does not apply to the Traffic Overview report.
- Incoming: Tickets created by customers.
- Internal: This channel direction does not apply to the Traffic Overview report.
- Outgoing: Tickets created by agents contacting customers (e.g. By Agent, Outgoing Call)
- Transfer: Ticket created by agents, sent on behalf of customers.
Channel Extension: Show the names of the specific mailboxes, widgets, and phone lines the tickets were created from in each data point.
Channel Type: Show the classification of the channel from which the tickets were created:
- Direct Messaging: WhatsApp, SMS, and Live Chat.
- Indirect Messaging: Web, Email, By Agent, Facebook, Widget, API, and Twitter.
- Phone: Callback, Incoming Calls, and Outgoing Calls.
Company: Show the associated companies of the tickets in each data point.
Country: Show the locations of customers when they created the tickets, based on IP address. This information is not always available.
Language: Show the current ticket languages in each data point.

4. Add more filters.

Show me how

Click More to the right of the filters.
Select additional filters:
- Show Only Traffic Created In Business Hours: Click the Yes checkbox to only include data from tickets created within your account's business hours.
  Note: To use this feature, you must create a schedule titled Analytics - Business Hours. This schedule is used to determine if tickets were created within your business hours.
- Assignee: The team member or group the ticket is currently assigned to. For interactions, this is the team member or group that was assigned to the ticket when the interaction occurred.
- Channel: The source the tickets were created from (e.g. Live Chat, Web, Callback).
- Channel Direction: The direction tickets were initially sent:
  - Auto-reply: This channel direction does not apply to the Traffic Overview report.
  - Incoming: Tickets created by customers.
  - Internal: This channel direction does not apply to the Traffic Overview report.
  - Outgoing: Tickets created by agents contacting customers (e.g. By Agent, Outgoing Call)
  - Transfer: Ticket created by agents, sent on behalf of customers.
- Channel Extension: The names of the specific endpoints (mailboxes, widgets, and phone lines) the tickets were created from.
- Channel Type: The classification of the channel from which the tickets were created:
  - Direct Messaging: WhatsApp, SMS, and Live Chat.
  - Indirect Messaging: Web, Email, By Agent, Facebook, Widget, API, and Twitter.
  - Phone: Callback, Incoming Calls, and Outgoing Calls.
- Ticket Priority: The current priority levels set on the tickets (High, Normal, Low).
- Country: The locations of the customers when they created the tickets, based on IP addresses. This information is not always available.
- Company: The associated companies of the customers (if they're associated with a company).
- Day of Week: The days in which the tickets or interactions were created.
- Hour of Day: The hours in which the tickets or interactions were created.
- Language: The current language of the tickets.
- Label - Include Any: Show only tickets that currently have at least 1 of the labels you select.
- Label - Include All: Show only tickets that currently have all the labels you select.
- Label - Exclude: Show only tickets that currently do not have any of the labels you select.

5. Click the Reload icon

at the top right to apply the filters to your report.

Tips:

Click the Hide filters icon at the top right to hide or show your filters.
Click the Dashboard actions icon at the top right and select:
- Download: To download your report as a PDF or CSV file.
- Schedule delivery: To create a recurring schedule for sending your report via email.
- Reset filters: To remove the filters you've applied.
- Viewer time zone: To change the time zone of your report.

Working with your Traffic Overview tiles

Your Traffic Overview report consists of several tiles, each displaying data according to the date range and filters you set.

View the following tiles in your Traffic Overview report:

Incoming Interactions counter

Incoming Interactions column chart

Ticket counter

Tickets column chart

FCR Rate counter

FCR Rate line chart

Percentage change charts

Daily Incoming Interactions by Hour (heatmap)

View the daily incoming interactions for each hour of the day in a heatmap chart.

The total days you select in the Date field at the top determines the number of days displayed as rows in the chart. Cells with darker colors represent hours in which you received more incoming interactions. Scroll to the right to view the later hours of each day.

Choose what you want to do:

Sort data: Click the secondary heading to sort the data by ascending or descending order.
Download heatmap data: Download the aggregated data of your heatmap in your preferred file format:
1. Hover over the heatmap and click the Tile actions icon at the top right.
2. Select Download data.
3. Click the Format drop-down and select the file format.
4. Click Download.
Drill down into an hour: View details about all the interactions that were created during a specific hour:
1. Click the number in the relevant cell.
2. View the interactions in a table with the following fields:
  - Interaction ID: The ticket ID, also known as the ticket GUID. Every ticket has a unique ticket ID in its URL: [account-name].wixanswers.com/app/helpdesk/one-inbox/[ticket-id]
  - Subject: The title of the ticket that appears above Ticket info in the ticket page.
  - Created Time: The timestamp showing exactly when the ticket was created.
  - Channel Type: The classification of the channel from which the ticket was created:
    - Direct Messaging: WhatsApp, SMS, and Live Chat.
    - Indirect Messaging: Web, Email, By Agent, Facebook, Widget, API, and Twitter.
    - Phone: Callback, Incoming Calls, and Outgoing Calls.
  - Channel: The channel from which the ticket was created (e.g. Live Chat, Email, Callback).
  - Language: The initial language of a ticket. Changing a ticket's language does not affect this field.
  - Ticket Country: The location of the customer when they created the ticket, based on IP address. This information is not always available.
  - Assignee: The team member or group the ticket is currently assigned to. For interactions, this is the team member or group that was assigned to the ticket when the interaction occurred.
  - Company: The customer's associated company (if they're associated with a company).
  - User ID: The customer's unique user ID. Every customer has a user ID in their Customer Page's URL: [account-name].wixanswers.com/app/helpdesk/contacts/people/[user-id]
3. Choose what you want to do:
  1. Download the data: Click Download at the top right, select your preferred file format, and click Download.
  2. Go to an interaction's ticket: Click the relevant Interaction ID or Subject and select Go to the Ticket Page to view the ticket.
Drill down into a date: View details about all the interactions that were created during a specific date:
1. Click the relevant date in the Date column.
2. Select by Created Time.
3. Click the relevant number from the table to drill into the interaction(s).

Average Incoming Interactions by Weekday

View the average incoming interactions per hour for each day of the week during your selected date range in a line chart. Hover over the chart for details about each statistic.

Choose what you want to do:

Hide days: Click the relevant day of the week below the chart to hide or show it.
Download data: Download the chart's aggregated data in your preferred file format:
1. Hover over the chart and click the Tile actions icon at the top right.
2. Select Download data.
3. Click the Format drop-down and select the file format.
4. Click Download.
Drill down into the data: View details about all the interactions that were created during an hour in a day of the week:
1. Click the relevant data point on the chart.
2. View the interactions in a table with the following fields:
  - Interaction ID: The ticket ID, also known as the ticket GUID. Every ticket has a unique ticket ID in its URL: [account-name].wixanswers.com/app/helpdesk/one-inbox/[ticket-id]
  - Subject: The title of the ticket that appears above Ticket info in the ticket page.
  - Created Time: The timestamp showing exactly when the ticket was created.
  - Channel Type: The classification of the channel from which the ticket was created:
    - Direct Messaging: WhatsApp, SMS, and Live Chat.
    - Indirect Messaging: Web, Email, By Agent, Facebook, Widget, API, and Twitter.
    - Phone: Callback, Incoming Calls, and Outgoing Calls.
  - Channel: The channel from which the ticket was created (e.g. Live Chat, Email, Callback).
  - Language: The initial language of a ticket. Changing a ticket's language does not affect this field.
  - Ticket Country: The location of the customer when they created the ticket, based on IP address. This information is not always available.
  - Assignee: The team member or group the ticket is currently assigned to. For interactions, this is the team member or group that was assigned to the ticket when the interaction occurred.
  - Company: The customer's associated company (if they're associated with a company).
  - User ID: The customer's unique user ID. Every customer has a user ID in their Customer Page's URL: [account-name].wixanswers.com/app/helpdesk/contacts/people/[user-id]
3. Choose what you want to do:
  1. Download the data: Click Download at the top right, select your preferred file format, then click Download.
  2. Go to an interaction's ticket: Click the relevant Interaction ID or Subject and select Go to the Ticket Page to view the ticket.

Average Incoming Interactions by Chosen Breakdown

View the average incoming interactions per hour for your selected breakdown in a line chart. Hover over the chart for details about each statistic.

Choose what you want to do:

Hide breakdown option: Click the relevant breakdown option below the chart to hide or show it.
Download data: Download the chart's aggregated data in your preferred file format:
1. Hover over the chart and click the Tile actions icon at the top right.
2. Select Download data.
3. Click the Format drop-down and select the file format.
4. Click Download.
Drill down into the data: View details about all the interactions that were created during an hour for your chosen breakdown:
1. Click the relevant data point on the chart.
2. View the interactions in a table with the following fields:
  - Interaction ID: The ticket ID, also known as the ticket GUID. Every ticket has a unique ticket ID in its URL: [account-name].wixanswers.com/app/helpdesk/one-inbox/[ticket-id]
  - Subject: The title of the ticket that appears above Ticket info in the ticket page.
  - Created Time: The timestamp showing exactly when the ticket was created.
  - Channel Type: The classification of the channel from which the ticket was created:
    - Direct Messaging: WhatsApp, SMS, and Live Chat.
    - Indirect Messaging: Web, Email, By Agent, Facebook, Widget, API, and Twitter.
    - Phone: Callback, Incoming Calls, and Outgoing Calls.
  - Channel: The channel from which the ticket was created (e.g. Live Chat, Email, Callback).
  - Language: The initial language of a ticket. Changing a ticket's language does not affect this field.
  - Ticket Country: The location of the customer when they created the ticket, based on IP address. This information is not always available.
  - Assignee: The team member or group the ticket is currently assigned to. For interactions, this is the team member or group that was assigned to the ticket when the interaction occurred.
  - Company: The customer's associated company (if they're associated with a company).
  - User ID: The customer's unique user ID. Every customer has a user ID in their Customer Page's URL: [account-name].wixanswers.com/app/helpdesk/contacts/people/[user-id]
3. Choose what you want to do:
  1. Download the data: Click Download at the top right, select your preferred file format, then click Download.
  2. Go to an interaction's ticket: Click the relevant Interaction ID or Subject and select Go to the Ticket Page to view the ticket.

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