Viewing My Statistics

Evaluate and compare your own performance over time from the My Statistics page. Assess your calls, tickets, and knowledge base stats in easy-to-read charts and heatmaps.  

To view the My Statistics page:

  1. Click your profile icon at the top right. 
  2. Click My Statistics
  1. Select a time range for viewing and comparing your statistics:
4.  View statistics for the time range you selected:
5.  View charts and heatmaps displaying your statistics:

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Team Performance Insights

Determine your best performing agents, groups, and locations with Team Performance Insights. Here you can measure efficiency using quantitative data in various, customizable chart types. Hover over the Insights icon and click Team Performance to get started.About Your Team Performance Data SnippetsAdd various data snippets to your dashboard to interact with statistics in tables, line charts, bar charts, and heatmaps. Each snippet displays data according to the date ranges and filters you set, as well as the parameters you toggle within the snippet. Display the following types of data snippets on your dashboard:General MetricsCompare performance data for your selected time range in the following General Metrics snippets:  Numeric Comparison: View up to 6 metrics in a single row.  Agents Statistics: Compare metrics for individual agents in a table. Click a heading title (e.g. Calls, Handle Time, Replies) to sort your table.  Groups Statistics: Compare metrics for groups of agents in a table. Click a heading title (e.g. Calls, Handle Time, Replies) to sort your table.  View the following metrics in each General Metrics snippet: Tickets Metrics: Replies: The total ticket replies.  Tickets satisfaction rate: The cumulative ticket reply satisfaction rate based on your customers' ratings. Learn More Solved tickets: The total solved tickets.  Call Center Metrics: Total calls: The total amount of calls.  Assisted calls: The percentage of calls in which another agent joined. Call handle time: The average or 80th percentile call durations. Note: Click the Drop-down icon and select median or 80th to toggle between percentage metrics.   Knowledge Base Metrics: New published articles: The total new articles published.  Article updates: The total articles published.  Chat Metrics: Total chats answered: The total chats replied by agents. Time to end chat: The duration between first replies and the end of chats (measured by average or 80th percentile). Joint chats: The percentage of chats joined by another agent that sent a message.  Completed chats: The total chats ended. Chat replies: The total number of replies sent in all chats.  First response time: The duration between customers' first messages and agents' first replies (measured by average or 80th percentile).  To change the metrics displayed in your snippets: Numeric Comparison: Click the Show More icon to the right, select Change Metrics, then click the checkbox next to each metric you'd like to display.  Agent / Group Statistics: Click the Vertical Show More icon to the right and select each metric you'd like to display. Call Center, Tickets, Knowledge Base, and Chat MetricsAnalyze line charts, bar charts, and heatmaps displaying call center, ticket, knowledge base, or chat metrics in the following data snippets: Calls: View the total amount of calls. Handle Time: View the average duration of calls.  Assisted Calls: View the percentage and total number of calls joined by another agent. Replies: View the total number of ticket replies.  Solved Tickets: View the total number of solved tickets.  New Published Articles: View the total new articles published.  Article Updates: View the total articles published.  Completed Chats: View the total chats that have ended.  Modify your data snippets by clicking the following icons: Reorder : Drag and drop to rearrange your dashboard.  Line Chart : View statistics over time within a line chart. Bar Chart icon : View statistics within an aggregated bar chart. Heatmap : View cumulative data represented as colors within a matrix graph. Expand : Enlarge or reduce the width of your data snippet. Show More : Click Remove from Dashboard to remove the data snippet. Tips: Click the Drop-down icon at the top left of a snippet to select additional filtering options. Note: In expanded data snippets, click the relevant tab to select additional filtering options. Hover over the data on your charts for detailed information. Managing Data Snippets on Your DashboardEasily add, remove, or rearrange the data snippets you'd like to focus on in your dashboard.To add a data snippet:Click + Add Data Snippet at the top right of your dashboard.Click Add next to the relevant snippet.To rearrange your dashboard:Click the Reorder icon  at the top left of a data snippet.Drag the data snippet into a new location on your dashboard.Tip:Click the Expand icon  at the top right of a snippet to enlarge or reduce its width. To remove a data snippet:Click the Show More icon on the top right of your data snippet.Click Remove from Dashboard.Filtering Your Team Performance DataGain valuable insight into your team's performance by comparing time ranges and adding filters. You can compare custom or preset time ranges, and add Groups and Locations filters.To add a filter: Click Filters at the top of the page. Click the Toggle  next to each filter you'd like to add.  Select the relevant filters. Tip: Click the Search field and type the name of a filter, then select it from the list.  Click Apply Filters. Tip:Click the X icon next to a filter to remove it, or click the Drop-down icon to edit it. Available team performance filters: Time Range: Select a date range to analyze. Choose from preset time ranges or click the calendar to select a custom date range and click Apply.  Compared to: Select the date range in which you're comparing your data. Location: Select the locations you'd like to include in your statistics.  Group: Select the groups you'd like to include in your statistics. 

5 min read

Call Center Insights

Pinpoint areas of your Call Center in need of improvement from your Call Center Insights dashboard. Here you can fine-tune call center data on charts and graphs by setting comparison date ranges and customizing filters.Hover over the Insights icon and click Call Center to get started.About Your Call Center Data SnippetsAnalyze various customizable chart types displaying detailed statistics about your most important call center metrics within data snippets. Display the following data snippets and chart types on your dashboard:Numeric ComparisonView up to 4 distinct, customizable call center metrics in your Numeric Comparison. Your Numeric Comparison consists of:Completed Calls: Calls that have been successfully completed.Wait Time: The duration customers waited in queues before their calls were answered. Note: Click the Drop-down icon and select median or 80th to toggle between percentage metrics. Handle Time: The amount of time it took agents to handle calls from start to finish. Note: Click the Drop-down icon and select median or 80th to toggle between percentage metrics. Abandon Rate: The percentage of calls abandoned by customers before speaking to an agent, or in the first 10 seconds of talking to an agent. Note: The percentage value next to each metric displays the difference between your selected Time Range and Compared to date ranges. Line ChartsAnalyze call center data over time with line charts. Check the color-coordinated legend below each chart to understand what each line represents (the dotted line indicates Compared to data).To view data within a line chart:Click the Line Chart icon in the top right of the following data snippets:Call Volume: View total call volume.Wait Time: View the average wait time of calls.   Abandon Rate: View the percentage of calls that were abandoned.Handle Time: View the average duration of calls. Filter your charts:Set the filters at the top of your dashboard.(Optional) Click the View All drop-down and select a parameter.(Optional) Click an item in the legend to hide it from your chart. Note: You can also click the Vertical Show More icon to edit the items displayed if several appear. Tip: Hover over your line chart to view measurements for specific dates.          Bar ChartsAnalyze call center data in aggregated bar charts. View Compared to data represented in lighter colors to the right of each bar, and hover over specific bars for detailed measurements. To view data within a bar chart:Click the Bar Chart icon  in the top right of the following data snippets:Call Volume: View total call volume.Wait Time: View the average wait time of calls.   Abandon Rate: View the percentage of calls that were abandoned.Handle Time: View the average duration of calls. Filter your charts:Set the filters at the top of your dashboard.(Optional) Click the drop-down menu in the top left of the chart to select a parameter.(Optional) Click an item in the legend to hide it from your chart. Note: You can also click the Vertical Show More icon  to edit the items displayed if several appear.HeatmapsUse heatmaps to view cumulative call center data represented as colors within a matrix graph. Hover over individual heatmap cells to view measurements for specific dates and times.To view call center data within a heatmap:Click the Heatmap icon in the top right of the following data snippets:Call Volume: View total call volume.Wait Time: View the average wait time of calls.   Abandon Rate: View the percentage of calls that were abandoned.Handle Time: View the average duration of calls. Set filters at that top of your dashboard to refine your results.Tip: Hover over your heatmap for more details about specific dates and times.Service LevelView a cumulative SLA (Service Level Agreement) chart displaying your calls' wait times by the percentage of total calls. Hover over each color for a breakdown (e.g., "80% of all calls were answered in 15 minutes").Numeric Overview TableView a table displaying various call center metrics in the Numeric Overview snippet. To filter your Numeric Overview table:Set the filters at the top of your dashboard.Select the relevant tab below Numeric Overview.Click the title of the relevant column to sort the data.Managing Data Snippets on Your DashboardEasily add, remove, or rearrange the data snippets you'd like to focus on in your dashboard.To add a data snippet:Click + Add Snippets in the top right of your dashboard.Click Add next to the relevant snippet.To remove a data snippet:Click the Show More icon on the top right of your data snippet.Click Remove from Dashboard.To rearrange your dashboard:Click the Reorder icon in the top left of a data snippet.Drag the data snippet into a new location on your dashboard.Tip:Click the Expand icon in the top right of a snippet to enlarge or reduce its width. Filtering Your Call Center Insights DataAdjust filters to drill-down into key performance indicators essential to your Call Center's success.To add a filter:Click Filters at the top of the page.Click the Toggle  next to each filter you'd like to add. Select the relevant filters.Tip: Click the Search field and type the name of a filter, then select it from the list. Click Apply Filters. Tip:Click the X icon next to a filter to remove it, or click the Drop-Down icon to edit it. Available call center filters:Time Range: Select a date range to analyze. Choose from preset time ranges or click the calendar to select a custom date range and click Apply. Compared to: Select the date range in which you're comparing your data.Line: Select the call lines you'd like to filter. Call type: Select the Callback, Inbound, or Outbound call types you'd like to filter.Queue: Select the queues you'd like to filter.Country: Select your callers' countries you'd like to filter. Language: Select the languages you'd like to filter.

5 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