Support Performance Overview is out of beta!
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Today is an exciting day at Gorgias as we reached a big milestone on a journey to enhance our Statistics module. We recognize that a merchant’s success relies on optimizing efficiency and delivering unparalleled customer experiences. That's why we're thrilled to announce the Support Performance Overview is officially out of beta. 🎉
Over the past few months, we've rebuilt our data foundations from the ground up to cater to our merchant's specific needs and offer a better analytics suite. The result? A new and improved infrastructure that can aggregate more data while preserving historical information. This means we can analyze insights faster and with greater accuracy than ever before!
What’s new?
⏰ Improve the Way You Compare Your Business Performance Over Time
The new Statistics Overview page allows you to analyze historical data for up to a year, empowering you to keep track of your progress without losing valuable ticket history and easily share it with your different stakeholders.
🥊 Unlock the power of benchmarking: measure, compare, and drive continuous improvements
Gain a competitive edge by evaluating your support effectiveness and identifying areas for improvement. Our new feature allows you to analyze your performance against other similar companies, leveraging insights from top performers to take your company to the next level.
🕵️ Spot opportunities to optimize your workforce
Determine whether your team is handling the workload or if changes need to be made. For example, you can estimate the workload by analyzing the ticket backlog at the end of a given timeframe using the new Open Tickets metric, among other new metrics.
💡 To learn more, check out our documentation!
What has been fixed from the Beta phase?
Fixed a bug that could cause the
Tickets replied
count to become out of syncFixed a bug that associated
FRT
to the gorgias bot user instead of the agent forchat
channelFixed a bug that used the approximate median
FRT
instead of the exact oneFixed a bug in
FRT
that did not excluding correctly the first message for social media postsFixed a bug that included internal notes from
Messages sent/sent per day
metricsFixed a bug that made
Messages sent
andTickets replied
use the ticket assignee instead of the message sender to count the number messages sent / tickets repliedAdded support for older data
Improved metrics loading speed
Improved display of deltas in the Customer Experience section
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