Support report
How the team answers students: replies per channel, time to first reply, what still waits for a reply, the hours and the workload of each agent.
The support report measures the team that answers students: how much it replies, how fast, at what hours and who does most of the work. It covers the three conversation channels: Support (the tickets), Questions and Comments.
What it is for
- To know whether the team keeps up. Look at Awaiting reply and the 90% within of Support. If the median is good and the 90% is bad, most tickets are fast and a few fall behind.
- To plan shifts. Use When the team replies with 365 days. It shows the windows where students write and nobody answers.
- To split the work. Compare Active days and Replies for each agent. Many replies in few days is someone who answers in bursts.
The report is in Reports → Support, in the Operations group.
What counts as support
The report counts an administrator's reply. The student's message is not support; the team's reply to it is. A ticket or question without a reply shows up as pending.
The period
The report always has a period: 30 days, 90 days (the default), 365 days or Custom. The Period chip opens From and To to pick a range.
The volume chart changes its unit with the period:
- up to a month: one bar per day;
- up to seven months: one bar per week;
- beyond that: one bar per month.
The numbers at the top
| Number | What it measures |
|---|---|
| Replies in the period | How many replies the team gave, across the three channels |
| Active agents | How many administrators replied at least once |
| Median first reply | Half of the conversations in the channel with the most replies were answered within this time |
| Awaiting reply | Tickets and questions from the period still without a team reply. Comments are left out, because not every comment asks for a reply |
Volume by channel
Each bar is a day, a week or a month, with a slice for each channel. Hover a slice to see the channel's count. The subtitle shows the exact range (Agent replies from ... to ...).
Time to first reply
For each channel, the report measures how long the student waited. The count goes from the student's first message to the team's first reply.
- N answered: the conversations that got a reply. Next to it, N unanswered (in Comments, N without a reply).
- Half within Nh: the median. Half of the conversations were answered within this time.
- 90% within Nh: nine in ten conversations were answered within this time. Whatever goes past it is the exception that draws complaints.
The report uses the median, not the average, on purpose. A conversation forgotten for three weeks would push the average up and hide the team's day to day.
When the team replies
The heat map crosses the weekday and the hour with the volume of replies. The darker, the more replies in that window. The subtitle says what it is for: Volume by weekday and hour. Use it to plan shifts.
Workload per agent
Each row is an administrator who replied in the period:
| Column | What it shows |
|---|---|
| Agent | The name, with N% of total |
| Channel split | A bar that shows whether the person covers all three channels or stays in one |
| Active days | On how many days the person replied |
| Replies | How many replies the person gave |
An administrator removed from the team stays in the list by their number. Their work happened.
Tickets by department
This block only shows when the account has support departments. It shows how many tickets were Opened in the period in each department, up to ten departments. A ticket with no department shows as No department.
Good to know
The numbers update once a day.
A reply given now enters tomorrow's report.
Only replies written by an administrator count.
A reply sent by an integration does not count as the first reply.
A link with the period.
The period lives in the page address. Copy the link to send the same period to the team.
Comments without a reply.
They are not always pending: many comments are conversation among students. That is why the number at the top leaves that channel out.
Frequently asked questions
I answered a ticket just now and the report did not change.
The report updates once a day. The reply counts tomorrow.
Why are comments left out of Awaiting reply?
Not every comment asks for a reply. Many are conversation among students.
Our integration answers students. Does that count?
Not as the first reply. Only replies written by an administrator count.
Certificates report
How many certificates the account issues, per product and per month, and the list of who issued each one, with the public validation and the PDF.
Invalid emails
The students who do not receive the platform's emails: the reason for each failed delivery, the health of your email base and how to fix the record.