📊 Improved Channels Report

We have updated the Channels report

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created per channel, you can now compare channels based on the following metrics:

  • tickets created

  • tickets closed

  • tickets replied

  • messages sent

  • ticket handle time

  • first response time

  • resolution time

  • CSAT

You can also now filter this report by Agents and Tags.

We hope you will make the most of these improvements!