The new Helpdesk Performance section in Analytics gives you a clearer, customizable, and more transparent view of your support operations. It covers performance, workload, quality, and ticket trends.

One section, three reports

The previous 14 reports across Support Performance, Insights, Quality, and Voice are now grouped into three reports:

  • Overview gives a full picture of support performance, including KPIs, CSAT, ticket attributes, and your busiest times.

  • Channels has a dedicated tab for Email, Chat, Voice, SMS, and Social, with metrics tailored to each channel.

  • Help Center shows your most-used articles and search terms.

A consistent layout, designed for clarity

Every report follows the same structure, so once you know one, you can navigate them all:

  • Four metric cards at the top, each with a trend indicator against the prior period.

  • Two side-by-side charts: one breaks down performance by channel, store, or agent type; the other shows how metrics change over time. You can adjust both with dropdowns.

  • A detailed table at the bottom that you can sort and reorder for deeper analysis.

Customize what you see

Choose which metrics appear on the cards, change what each chart displays, and add, remove, or reorder columns in the breakdown table. Your preferences are saved per user, so your reports look the same each time you return.

More granular data: funnel charts, year-over-year comparison, and AI Agent vs. your team

  • New Sankey funnel charts show how tickets move from creation to close, and what share AI Agent handles along the way.

  • Year-over-year comparison lets you check any key metric against the same period last year.

  • You can split CSAT, first response time, resolution time, and other core metrics to compare AI Agent’s performance with your team’s.

  • Choose from a broad charts library the visuals that are most useful for your team.

A detailed metric glossary for more transparency

Every metric now has a documented formula. Hover over any metric in a report to see it, or open the metric glossary section.

Need time to adjust?

Until November 13, you can switch back to the previous reports. Click your profile picture in the bottom-left corner of your helpdesk, then turn off the New analytics toggle.

Head over to the Gorgias Academy to learn more about how to navigate the new analytics experience.