Wix Answers Help Center
Insights: Top Issues
Get a general overview of your company's top support issues from your Insights Top Issues page. Make data-driven decisions by discovering the articles most often linked to your customers' tickets.
Hover over the Insights icon and click Top Issues to get started.
Filtering Your Top Issues
Adjust the following Top Issues filters:
- Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply.
- Compared to: Click to adjust the date range used by the percentage of change metric.
- Language: Click to include articles in a specific language.
- Issue Type: Click to include a specific article type: Article, Feature Request, or Known Issue.
- Category: Click to include specific article categories.
- Subcategory: Click to include specific subcategories after selecting a category filter.
Selecting a Display View
Click a Display icon in the top right corner to toggle between display types:
- List: View your top-linked articles in a list that includes trend charts.
- Split View: View your top-linked articles in multiple lists organized by categories.
Analyzing Your Top Issues
Your Top Issues table includes:
- Issue: View each article's title, category, subcategory, type, and ranking.
- Linked Tickets:
- View each article's total linked tickets.
- View the percentage of change difference between your selected "Time Range" and "Compared to" date ranges.
- Trend: View a trend line showing the article's linked tickets over time.
Additional Actions on the Top Issues Page
Hover over an article and click the Show More icon to select:
- Issue Overview: View a chart displaying linked tickets over time.
- Hover over the chart to view the precise number of linked tickets at specific dates or times.
- View your Linked Tickets and Article Views stats at the top right.
- Go to Article: Open the article's content editor.
- View Related Tickets: View a list of tickets linked to the article.
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About Wix Answers Insights
Use Wix Answers Insights to analyze Key Performance Indicators (KPIs) and make data-driven decisions regarding your customers' issues, your support team's efficiency, and your Knowledge Base's effectiveness.Choose between the following dashboards to discover charts and tables filled with powerful data created by your Wix Answers account.Important:You must be an admin to access Wix Answers Insights. Learn more about roles and permissions. Top IssuesDiscover your business' top support issues by analyzing the articles linked most by your team members. Filter the table to drill down into specific time ranges, languages, article types, and help center categories.Show me howHover over the Insights icon in the side panel and click Top Issues.Learn more about Top Issues Insights.Ticket InsightsDig deeper into your most frequently linked tickets using extensive filtering options on your Ticket Insights Statistics tab. Uncover your top performing agents and groups within your Ticket Insights Agent Performance tab.Show me howHover over the Insights icon in the side panel and click Tickets.Select the Statistics or Agent Performance tab to view the relevant Ticket Insights. Learn more about Ticket Insights Statistics and Ticket Insights Agent Performance.Knowledge Base InsightsDiscover the strengths and weaknesses of your Help Center within Knowledge Base Insights. Analyze your articles based on numerous criteria including most viewed, most helpful/unhelpful, most popular feature requests, most popular/unanswered search terms, most common known issues and more. Show me howHover over the Insights icon in the side panel and click Knowledge Base.Learn more about Knowledge Base Insights. Call Center InsightsFine-tune your Call Center to be more efficient and effective based on your Call Center Insights dashboard. Make sure you're hitting your Service Level Agreements (SLAs) per queue by checking important metrics like average wait times, average call duration, call volume and more. Show me howHover over the Insights icon in the side panel and click Call Center.Learn more about Call Center Insights. Team Performance InsightsMeasure your teams' success from your Team Performance Insights dashboard. Compare call center, ticketing, and knowledge base team members to discover your top-performing agents, groups, and locations. Show me howHover over the Insights icon in the side panel and click Team Performance.Learn more about Team Performance Insights. SLA Ticket InsightsCheck how well you're meeting SLA goals with SLA Ticket Insights. Analyze SLA ticket response and resolve target timeframes using various charts and filters. Show me howHover over the Insights icon in the side panel and click SLA.Learn more about SLA Ticket Insights.
3 min read
Ticket Insights: Statistics
Analyze extensive ticket data from the Statistics tab of your Ticket Insights dashboard. Set time ranges, apply filters, and select metrics in your graph or table to identify key areas your business can improve upon. To get started:Hover over the Insights icon in the side panel and click Tickets.Filtering Your StatisticsSet date ranges and select filters at the top of your dashboard to modify the displayed data. To filter your statistics:Time Range: Click the Drop-down icon and select a predefined or custom date range: Predefined: Select a date range on the left (e.g., Last 7 Days) and click Apply. Custom: Click the start date on the calendar, then the end date, and click Apply.Compared to: Click the Drop-down icon and select the end date on the calendar for your comparison date range.Language: Click the Drop-down icon and select a ticket language to include.Source: Click the Drop-down icon and select the ticket sources to include (e.g., Web, Email). Countries: Click the Drop-down icon and select the ticket countries to include. Labels: Click the Drop-down icon and select the ticket labels to include. Percentage difference stats:The difference between the "Time Range" and "Compared to" date ranges appears to the right of each statistic on your dashboard. Viewing Your Ticket Statistics ChartsSelect a heading to analyze its ticket statistics in a chart. Each heading on your chart displays data for the time range you selected. Choose from the following charts:New Tickets: View a chart displaying the number of new tickets created.Reopened Tickets: View a chart displaying the number of reopened tickets. Agent Replies: View a chart displaying the number of agent replies. Closed Tickets: View a chart displaying the number of closed tickets. Solved Tickets: View a chart displaying the number of solved tickets. Response Time (Median): View a chart displaying the average ticket response time by agents.Note:Satisfaction Rate displays the percentage of replies rated by customers as "helpful" out of the total rated replies. This heading does not have a chart. Learn more about customer ratings.Use the following features to review your charts:Click the relevant subheading to compare your data By Source, By Country, or By Label. Show me an exampleHover over the chart for detailed information at specific times. Show me an exampleClick a statistic next to Showing to hide it from the chart. Show me an exampleViewing Your Ticket Statistics TableScroll down to view your ticket statistics in a table. Here you can click a heading to compare data by Country, Source, or Labels. Tip:Click a subheading (e.g., New Tickets) to sort the data from highest to lowest or vice versa.
3 min read
Knowledge Base Insights
Review important Help Center article stats from your Knowledge Base Insights dashboard. Hover over the Insights icon and click Knowledge Base to get started.Filtering Your Knowledge Base InsightsAdjust the following knowledge base filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to filter for articles in a specific language. Origin: Click to filter for the source of your data (e.g., Help Center or a specific widget).Category: Click to filter specific article categories. Viewing Your Knowledge Base Insights ChartYour Knowledge Base Insights chart consists of:Unique Visitors: The total number of unique visitors to your articles.Article Views: The total number of article views. Searches: The total number of article searches.Contacted Support: The number of visitors that contacted support after viewing an article. Self Service success: The percentage of viewers that did not contact support after viewing an article.Tip:Hover over the chart to view precise data measurements at specific dates or times. Article AnalyticsTake a look at article trends and view more in depth statistics beneath the chart.Hover over an article and click View to open a pop-up with further details. Then, hover over the chart to view precise data measurements on particular dates.Most Viewed ArticlesLearn more about the topics that interest your users. These are the most viewed articles during your defined time range.This report includes both the number of help center and widget article views. Most Helpful / Unhelpful ArticlesLearn what your users' favorite articles are and which ones may need improvement. This report is based on the number of "helpful" and "not helpful" votes each article receives. Most Popular Feature RequestsHere you can find out which features your customers really want according to the top voted feature requests. This report is calculated by the number of votes for your feature requests. Popular / Unanswered Search TermsIn this report you can explore trending search topics. These are the most searched for terms during your defined time range. Click the Popular searches tab to view your top searched key terms. Click the Unanswered searches tab to view search terms that do not return any relevant or related help center articles. Most Common Known IssuesThis report displays statistics on your most common known issues. These are bugs or known issues that have received the most clicks on 'I'm experiencing this issue' during your defined time range.
3 min read