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 Statistics

Set 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 Charts

Select 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
  • Hover over the chart for detailed information at specific times. 
  • Click a statistic next to Showing to hide it from the chart. 

Viewing Your Ticket Statistics Table

Scroll 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. 

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Ticket Insights: Agent Performance

Compare basic ticket stats for agents or groups from the Agent Performance tab of your Ticket Insights dashboard. To get started:Hover over the Insights icon  and click Tickets.Click Agent Performance in the top left. Setting Your Date RangesSelect a date range to apply to your statistics. By default the "Compared to" date range is the time period before your "Time Range." Customize both date ranges to take a closer look at the data for specific time periods. To set your date ranges:Click the Time Range drop-down  and select a predefined or custom Time Range: Predefined: Select a time range on the left (e.g., Last 7 Days).Custom: Click the start date on the calendar, then the end date.Click Apply.(Optional) Select a custom Compared to time range:Click the Compared to drop-down . Select the end date on the calendar. Viewing Your Agents or Groups StatisticsSelect the relevant tab to analyze individual or group ticket performance:Agents Statistics: View ticket statistics for individual agents. Group Statistics: View ticket statistics for groups of agents. Agents StatisticsView the following information in the Agents Statistics table:Solved Tickets: Click to sort agents by tickets solved.  Number of Replies: Click to sort agents by ticket replies. Satisfaction Rate: View the percentage of replies rated "helpful" compared to all an agent's rated replies. Learn more about customer ratings. Tip:Click the Search icon  to search for an agent. Select an agent from the list to view their Agent Performance window including:The agent's name, email and profile image. The agent's Resolved tickets, Number of replies, and Satisfaction Rate.The agent's performance chart. The agent's performance timeline. Groups StatisticsView the following information in the Groups statistics table:Solved Tickets: Click to sort groups by tickets solved.  Number of Replies: Click to sort groups by ticket replies. Response Time: Click to sort groups by median response time. Satisfaction Rate: View the percentage of replies rated "helpful" compared to all a group's rated replies. Learn more about customer ratings. Tip:Click the Search icon  to search for a group. Select a group from the list to view their Group Performance window including:The group's Resolved tickets, Number of replies, Response Time, and Satisfaction Rate.The group's performance chart. The group's agents displayed in an agents performance table. 

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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. 

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