Wix Answers Help Center

Insights

INFORMATIVE ARTICLES

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:To access Insights, you must be an administrator or have a custom role with Insights & Analytics permissions enabled. 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 InsightsUse customizable line graphs and tables to analyze a wide variety of ticket metrics in Ticket Insights. Show me howHover over the Insights icon in the side panel and click Tickets.Learn more about Ticket Insights.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. Important:To access Team Performance Insights, you must be an administrator or have a custom role with Access Team Performance enabled in the Insights & Analytics permissions. 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. Chat InsightsAnalyze chat metrics to uncover areas in which you can improve your Live Chat support. Measure the number of chats you receive and reply to, the time it takes to end them, and your first response speed. Show me howHover over the Insights icon in the side panel and click Chat.Learn more about Chat Insights. 

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 IssuesAdjust 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 ViewClick 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 IssuesYour 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 PageHover 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. 

Ticket Insights

Analyze extensive ticket data from 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 Insights 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 Insights 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. 

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. 

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.

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. 

SLA Ticket Insights

Check how well your team meets Service Level Agreement (SLA) goals with SLA Ticket Insights. Here you can analyze SLA ticket data in various charts using filters and comparison date ranges. Get started:Hover over the Insights icon  and click SLA.About Your SLA Data SnippetsAdd data snippets to your dashboard to display SLA statistics in tables, line charts, and bar charts. Choose which snippets you need and customize the metrics they display. Display the following data snippets on your dashboard:Numeric OverviewChoose up to 5 ticket SLA metrics to display in a single row. To set the metrics displayed in your Numeric Overview:Click the Show More icon to the right of Numeric Overview.Select Customize Metrics.     Select up to 5 metrics to display in your Numeric Overview:Resolve SLA Compliance: View the percentage of tickets that met their resolve time SLA goal successfully. Resolve SLA Elapsed Time: View the percentage of time it took to meet a resolve time SLA goal out of your total target timeframe. Resolve SLA Missed (Count): View the number of tickets that missed their resolve time SLA goal. Resolve SLA Missed (Time): View the total amount of time in which resolve time SLA goals were missed.Response SLA Compliance: View the percentage of tickets that met their response time SLA policy successfully. Response SLA Elapsed Time: View the percentage of time it took to meet a response time SLA goal out of your total target timeframe.Response SLA Missed (Count): View the number of tickets that missed their response time SLA goal. Response SLA Missed (Time): View the total amount of time in which response time SLA goals were missed.Notes: (Where applicable) Click the Drop-down icon and select median or 80th to toggle between percentage metrics.The percentage next to each metric displays the difference between your selected Time Range and Compared to date ranges. SLA ComplianceView the percentage of tickets that met their SLA policy successfully. In the SLA Compliance snippet you can do the following:Switch SLA target types: Click the Drop-down icon and select an SLA target type: Response Target: View the percentage of tickets that met their SLA response targets. Resolve Target: View the percentage of tickets that met their SLA resolve targets. Switch chart types: Click the Bar Chart icon or the Line Chart icon to view the relevant chart type. View details: Hover over data in the chart for specific details about each policy. Hide SLA policies from the chart: Deselect SLA policies to hide them from the chart. For Line Charts: Click an SLA policy below the chart to deselect it. Note: If you have several SLA policies you can click the Vertical Show More icon and deselect SLA policies. For Bar Charts: Click the Vertical Show More icon and deselect an SLA policy.Expand the snippet: Click the Expand icon to expand or contract the snippet.SLA Elapsed TimeView the percentage of time it took to meet each SLA policy target. In the SLA Elapsed Time snippet you can do the following:Switch SLA target types: Click the Drop-down icon and select an SLA target type: Response Target: View the percentage of time it took to meet SLA response targets.Resolve Target: View the percentage of time it took to meet SLA resolve targets. Switch chart types: Click the Bar Chart icon or the Line Chart icon to view the relevant chart type. View details: Hover over data in the chart for specific details about each policy.Hide SLA policies from the chart: Deselect SLA policies to hide them from the chart. For Line Charts: Click an SLA policy below the chart to deselect it.Note: If you have several SLA policies you can click the Vertical Show More icon and deselect SLA policies. For Bar Charts: Click the Vertical Show More icon and deselect an SLA policy.Expand the snippet: Click the Expand icon to expand or contract the snippet.SLA Missed (Count)View the number of tickets that missed their SLA targets.  In the SLA Missed (Count) snippet you can do the following:Switch SLA target types: Click the Drop-down icon and select an SLA target type: Response Target: View the number of tickets that missed their SLA response targets.Resolve Target: View the number of tickets that missed their SLA resolve targets. Switch chart types: Click the Bar Chart icon or the Line Chart icon to view the relevant chart type. View details: Hover over data in the chart for specific details about each policy.Hide SLA policies from the chart: Deselect SLA policies to hide them from the chart. For Line Charts: Click an SLA policy below the chart to deselect it.Note: If you have several SLA policies you can click the Vertical Show More icon and deselect SLA policies. For Bar Charts: Click the Vertical Show More icon and deselect an SLA policy.Expand the snippet: Click the Expand icon to expand or contract the snippet.SLA Missed (Time)View the duration of time each SLA policy target was missed. In the SLA Missed (Time) snippet you can do the following:Switch SLA target types: Click the Drop-down icon and select an SLA target type: Response Target: View the duration of time each SLA policy response target was missed.Resolve Target: View the duration of time each SLA policy resolve target was missed.Switch chart types: Click the Bar Chart icon or the Line Chart icon to view the relevant chart type. View details: Hover over data in the chart for specific details about each policy.Hide SLA policies from the chart: Deselect SLA policies to hide them from the chart. For Line Charts: Click an SLA policy below the chart to deselect it.Note: If you have several SLA policies you can click the Vertical Show More icon and deselect SLA policies. For Bar Charts: Click the Vertical Show More icon and deselect an SLA policy.Expand the snippet: Click the Expand icon to expand or contract the snippet.Managing Data Snippets on Your DashboardEasily add, remove, or rearrange the data snippets you'd like to display in your dashboard.To add a data snippet:Click + Add Data Snippet at the top right of your dashboard.Click Add next to the snippet you'd like to add to your dashboard.To rearrange your dashboard:Click the Reorder icon at the top left of a snippet.Drag the 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 the snippet.Click Remove from Dashboard.Filtering Your SLA Ticket DataCheck how well your teams meet their SLA goals over time by comparing date ranges and adding filters. Compare custom or preset time ranges and choose from several data filters. To add a filter:Click Filters at the top of the page.Click the Toggle icon 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 SLA Ticket Insights 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.Country: Include tickets from specific countries.Labels: Include tickets with specific labels. Company: Include tickets from specific companies.Source: Include tickets from specific sources.SLA Policy: Include tickets with specific SLA policies. Language: Include tickets in specific languages. 

Chat Insights

Discover areas in which you can improve your Live Chat support with Chat Insights. View, filter, and compare data over time in various tables and charts on your dashboard. Analyze the number of chats you receive and answer, the time it takes to end chats, and your first response speed. Get started:Hover over the Insights icon and click Chat.Chat Insights MetricsView the following metrics in various data snippets on your Chat Insights dashboard: New Chats: The total chats started by customers during your selected time range. Note: This includes chats that were restarted after agents ended them.  Chats Answered: The total chats replied by agents during your selected time range.  Time To End Chat: The duration between first replies and the end of chats (measured by average or 80th percentile). First Response Time: The duration between customers' first messages and agents' first replies (measured by average or 80th percentile).  Satisfaction Score: The percentage of surveys rated "Positive" by customers. Filtering Your Chat DataSet a time range to view and compare your chat data, then add filters to fine-tune it.Show me howTo filter your Chat Insights data:Click the Time Range drop-down 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 and end dates on the calendar and click Apply. Click the Compared to drop-down and select the end date of your comparison date range.Click Filters.Click the toggle(s) next to the filter(s) you'd like to apply (Source, Language, Labels, or Country).Select the data you'd like to include and click Apply Filters. Tip: Click the X icon next to a filter to remove it, or click the Drop-down icon to edit it. About Your Chat Data SnippetsYour data snippets display various tables and charts on your Chat Insights dashboard. Every stat adjusts according to the date ranges and filters you set at the top of your dashboard. View following data snippets and chart types on your dashboard:Metric OverviewView chat statistics for your selected time range and the percentage of change from your Compared to time range in your Metric Overview. Notes: (For Time To End Chat and First Response Time) Cick the Drop-down icon and select median or 80th to switch between average or 80th percentile measurements. The percentage next to each metric displays the difference between your selected Time Range and Compared to date range.Numeric ComparisonTo view stats in your Numeric Comparison snippet: Click the relevant heading to view chats by Countries, Source, Labels, or Languages. Click the relevant subheading to sort your chat data.  (Optional) Click the Vertical Show More icon to the right to deselect metrics.Line ChartsAnalyze chat metrics over time with line charts. View the color-coordinated legend below each chart to determine what each line represents. The dotted line indicates data from your Compared to date range. To view data within a line chart: Click the Line Chart icon in the relevant data snippet (New Chats, Chats Answered, Time To End Chat, First Response Time, or Satisfaction Score).  Filter your charts: Set your date ranges and 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. Tip: Hover over your line chart to view measurements for specific dates.          Bar ChartsReview your chat metrics in aggregated bar charts. The lighter colors to the right of each bar represent your Compared to date range. Hover over bars for detailed measurements.  To view data within a bar chart: Click the Bar Chart icon in the relevant data snippet (New Chats, Chats Answered, Time To End Chat, First Response Time, or Satisfaction Score).  Filter your charts: Set your date ranges and filters at the top of your dashboard. (Optional) Click the drop-down menu in the top left of the chart to select a parameter. HeatmapsView cumulative data as colors within a matrix graph with heatmaps. To view chat data within a heatmap: Click the Heatmap icon in the relevant data snippet (New Chats, Chats Answered, Time To End Chat, First Response Time, or Satisfaction Score). Set your date ranges and filters at the top of your dashboard. Hover over cells in the heatmap to view measurements for specific dates and times. Service LevelIn your SLA (Service Level Agreement) chart, you can view the first response time of chats by a percentage of all answered chats. Hover over each color shade for a breakdown (e.g. 40% of all chats were answered in 11 seconds or less).Managing Data Snippets on Your DashboardCustomize your Chat Insights dashboard by adding, removing, or rearranging its data snippets. To add a data snippet:Click + Add Data Snippet at the top right of your dashboard.Click Add next to the snippet you'd like to add to your dashboard.To rearrange your dashboard:Click the Reorder icon at the top left of a snippet.Drag the 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 the snippet.Click Remove from Dashboard.

FEATURE REQUESTS

Request: Exporting Data from Insights

Currently, it is not possible to export data from Insights. We are constantly working to update and improve our products, and your feedback is greatly appreciated.If this is a feature you would like to see in the future, please click Vote for this feature and we'll make sure to keep you updated.