We're excited to announce new metrics designed to improve how you measure agent efficiency, diligence, and productivity in the Overview and Agents reports. Additionally, we've revamped the Support Performance Overview report layout to enhance usability for you.

Support Performance Overview Report

Ticket Handle Time

Ticket Handle Time (THT), also known as Average Handle Time (AHT), is a vital metric that measures the average time your agents spend resolving a ticket. This metric provides valuable insights into your agents' efficiency and enables you to effectively forecast the necessary agent count to manage your ticket volume. Analyzing Ticket Handle Time allows you to optimize operational efficiency, enhance response times, and deliver exceptional customer experiences.

You can find these metrics both in the Support Performance Overview and the Agents reports.

Support Performance Agents report

Online Time

Exciting news! We've revamped the way we track the time spent by agents in Gorgias. While this metric was previously available only in the Live Agents report and couldn't be analyzed over different periods. However, it's now been completely reworked for better accuracy. This enhancement empowers you to assess your agents' performance more effectively over time.

This metric is in the Agents report; online time has been removed from the Live Agents report.

Productivity metrics

To help you assess your agents’ productivity, we have also precomputed 3 metrics for you:

• Closed tickets per hour: Number of closed tickets divided by Online Time

• Tickets replied per hour: Number of tickets replied divided by Online Time

• Messages sent per hour: Number of messages sent divided by Online Time

All 3 metrics can be found in the Agents report.

Note: The new metrics commenced tracking on March 19th, 2024, with no data accessible prior to that date.

The Legacy Overview will be deprecated at the end of June 2024

This only concerns customers who joined before August 2023 and had access to the legacy overview. The legacy Overview will be deprecated by the end of June 2024. It will still be accessible at the bottom of this page until then.

You can check out our help documentation here and explore how the metrics are calculated.