Insights Overview

Insights dashboards are tools to help you analyze your company's Tickets and Interactions. The dashboards display collections of filters and data visualizations. Set time ranges, apply filters, and select metrics in your graphs or tables to identify key areas your business can improve upon.

The dashboards are:

Definitions

  • Assigned ticket: A ticket is assigned when it is created or when it is manually or automatically assigned to a specific team member or group. If a ticket is not automatically assigned to a specific team member or group when it is created, it is still assigned (to ∅). When an assignment is changed, the ticket is unassigned from its previous assignment and then assigned to its new one.
  • Breakdown: To distinguish between different types of items in order to see information about these types, separately.
  • By Agent or On Behalf Of: A ticket started by a team member on behalf of a customer.
  • Channel: The method of communication between your customer and your site. The channel types are: API, By Agent, Chat, Email, Facebook, Phone Callback, Phone Inbound, Phone Outbound, Web, and Widget.
  • Channel Direction: The originating direction of a channel, one of: Incoming, Incoming (on behalf of), Outgoing, Transfer
  • Channel Extension: The means in which the user arrived at a channel. These are specific mailboxes, widgets, contact forms, or phone lines, Facebook pages, or API keys.
  • Channel Type: The broad category for a channel, one of Direct Messaging, Indirect Messaging, or Phone.
  • Dashboard actions menu: The menu with three dots  at the top right of the screen.
  • Direct messaging: Interactive channels of communication with your site, including: Chat, Facebook, Phone Callback, Phone Inbound, and Phone Outbound.
  • Drill down: To click a value in a graph or table in order to see additional information about that value.
  • FCR, or First Contact Resolution: If the ticket is, and remains, solved (see below) before a second customer->team member response pair occurs. If the ticket is reopened and a second customer->team member response pair occurs, it can no longer be considered FCR.
  • Indirect messaging: Non-interactive channels of communication by a customer to your site, including the channels Api, By Agent, Email, Web, Widget.
  • Interaction: A communication between a customer and a team member. A phone call, chat session, or Facebook message from a customer to your site is an interaction, and so is a phone call, message, or reply from one of your team members to the customer. Internal notes and other timeline events are not interactions. A ticket can have multiple interactions. An interaction that is a phone call or a chat might involve multiple team members.
  • Look: A tile containing data in a table or graph.
  • Solved ticket: A ticket where both of the following are true:
    • A customer->team member response pair occurred. This is when a customer calls, messages, or otherwise contacts your site, and in response one of your team members answers the call, messages, or contacts the customer. If a team member initiates first contact, by creating a ticket on behalf of a customer or by beginning a ticket with an outgoing chat or phone call, but the customer does not answer the call, respond with a message, or add anything new to the ticket, this is not considered a response pair. The team member must add something to the ticket after the customer begins or adds something to the ticket.
    • The ticket's status was, at any point, Closed or Solved. Typically, when its status changed from Open, Pending, or Investigating to one of these values, the ticket becomes unassigned.
  • Ticket: A complete series of interactions with a customer about a single topic.
  • Tile actions menu: The menu with three dots  at the top right of each tile.
  • Unassigned ticket: Typically when a ticket becomes solved, it becomes unassigned. A newly created ticket that was not yet assigned to a team member or group is not unassigned, it is assigned to ∅.

Common Features on Insight Dashboards

Refreshing the Data

The data for a dashboard is sent to a cache when it is first retrieved. After this, you, or any other team member, see the cached data unless you, or any other team member, force a refresh of the cache. The cache is automatically refreshed with new data when specifically requested by any team member, or when anyone reloads the dashboard if an hour has passed after the last refresh to cache.

In other words: the data on the dashboard is refreshed when:
  • You initially load the dashboard (if no one has visited or refreshed this dashboard in the last hour).
  • You select Clear cache and refresh from the Dashboard actions menu. A similar menu option is available in each tile actions menu; if you select the option in a tile actions menu, only the data for that tile is refreshed.
  • Every hour, after you click reload on the dashboard, or you reload the browser page.
The time of the last refresh appears to the left of the reload icon . When you select the reload icon to refresh the dashboard, the data is not refreshed. Instead, the tiles are updated to reflect the filter settings.

Filtering the Data

Each dashboard has filters that enable you to focus on and/or breakout specific data. To use the filters, select the relevant values for each filter and then select the reload icon  at the top right or a pane (to refresh that pane) or the page (to refresh the entire page). See the documentation for each dashboard for details. For the relevant filters:
  • The starting day of a week is Monday.
  • Quarters begin on January 1, April 1, July 1, and October 1.
  • The current time zone is defined for your company in Wix Answers.

Downloading the Data

Table Actions

The following features are available for all tables:
  • Select an option in the Column Options menu  in a column header:
    • Freeze: Freeze a column and move it to the left. To unfreeze a column, click Unfreeze.
    • Copy Values: Copy all values (and the column header) in plain text, with each value on its own line.
    • Autosize All Columns: Expand or contract all columns to fit the header or data in that column, whichever is wider.
    • Reset All Column Widths: This does the same thing as Autosize All Columns.
  • For columns with numerical data, click the column header to sort the table by that column descending (first click) or ascending (additional click).
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