Wix Answers Help Center: Traffic Overview

For an introduction to the insights dashboards, see Insights Overview.

The Traffic Overview dashboard is a tool to help you analyze your company's ticket and interaction flow over time, enabling you to optimize your team members assignments and support KPIs.

To get started:

Hover over the Insights icon

in the side panel and click Traffic Overview.

Dashboard Overview

The Traffic Overview dashboard displays the following sections:

Filters

Tiles that display summary information about interactions, tickets, and FCR rates for tickets matching the filters. A 60% FCR indicates that 60% of the tickets are FCRs.

Looks that display graphical information about interactions, tickets, and FCR rates matching the filters, as well as percent changes to these. The graphs include multiple totals if you apply a breakdown in the filters.

A tile that displays a table with interactions for each hour and day for interactions matching the filters, in order to help you plan your team members workload.

For general actions you can perform on this table, see Table Actions. Click the value in a column header or cell to view more information about the interactions (see Viewing Look Data (Drilling Down)).

Looks that display the average number of interactions for each hour for each weekday for interactions matching the filters.

Viewing Look Data (Drilling Down)

Click a cell, data point, line, or area in a look to open complete information about that data. A new pane appears with the data in a table. If the data you are interested in contains more than 500 lines, only the first 500 lines appear in the table.

Show me how to use this table:

Filtering the Data

Set date ranges and select filters at the top of your dashboard to modify the displayed data.

To filter your statistics:

Select the filters:
- Breakdown by: Select an option to split the data in each look into groups:
  - No Breakdown: All ticket interactions are grouped together.
  - Assignee: Group interactions by the team members or groups to whom the ticket was assigned.
  - Channel: Group interactions by the originating channels.
  - Channel Direction: Group interactions by the originating directions.
  - Channel Extension: Group interactions by the originating extensions
  - Channel Type: Group interactions by channel types
  - Company: Group interactions by companies associated with the tickets.
  - Language: Group interactions by ticket language.
  - Country: Group interactions by agents at the same location.
- Group Dates by: Select the time groups for looks that display information grouped by time. For example, if you select the last 7 days in Date, and you select to group dates by Day, then a look that displays information over time displays 7 data points, one for each day. Options are:
  - Hour:
  - Day:
  - Week (Mon-Sun):
  - Week (Sun-Sat):
  - Month:
  - Year:
- Date: Select an option in the Presets tab or select from/to dates in the Custom tab. Only ticket interactions of the selected date(s) appear on the page. The options in the Presets tab are (select More to see all preset options):
  - Today
  - Yesterday
  - Last 7, 14, 28, 30, 90, 180, or 365 Days
  - This Week, Month, Quarter, or Year
  - Previous Week, Month, Quarter, or Year
  - In the Custom tab, enter or select from/to dates. When you are done, select outside the date picker.
- In the More dropdown, select any one or more of the following additional filters:
  - Assignee: Select one or more groups/ team members to include only tickets assigned to those groups/ team members.
  - Channel: Select one or more channels to include only traffic originating from those channels.
  - Channel Direction: Select one or more directions to include only traffic originating from those directions.
  - Channel Extension : Select one or more of the extensions to include only traffic originating from those sources.
  - Channel Type: Select one or more channel types to include only traffic originating using these methods.
  - Ticket Priority: Select one or more ticket priorities to include only interactions from tickets with the selected priorities.
  - Country: Select one or more countries to include only traffic of users of those countries.
  - Company: Select one or more companies to include only traffic of users of those companies.
  - Day of Week: Select one or more days of the week to include only traffic from those days.
  - Label / Label Filter Type: Use these two options to filter interactions by labels associated with the ticket. In the Label filter, select one or more labels. Then, in Label Filter Type, select Include All to include only tickets that have all of the selected labels, Include Any to include only tickets that have one or more of the selected labels, or Exclude to include only tickets that have none of the selected labels.
  - Language: Select one or more languages to include, according to the two-letter country code, to include only traffic in those languages.
Click the reload icon to refresh the dashboard with the new filter settings.