Automation Metrics

The Automation Metrics section provides a comprehensive overview of ticket creation and resolution processes within your inbox, helping you analyze customer interactions and agent performance. This feature is designed to give you actionable insights into how tickets are managed, enabling you to optimize workflows and improve efficiency.

Key Features of Automation Metrics:

1. Tickets for Unique Customers: This metric shows the number of unique or individual customers who have created tickets, eliminating repetitions if a single customer creates multiple tickets. It also includes a comparison with previous periods, helping you track customer engagement and identify trends.

1. Tickets for Overall Customers: This metric calculates the average number of tickets created per customer by dividing the total number of tickets by the total number of customers. It includes a comparison to help you understand ticket distribution and customer behavior.

1. Tickets Created: This section displays the total number of tickets created during the selected timeframe. It also provides a comparison with previous periods, allowing you to monitor ticket volume and identify spikes or drops in activity.

1. Tickets Resolved: This metric shows the number of tickets resolved within the selected timeline. It includes a comparison to help you evaluate the efficiency of your resolution process and track improvements over time.

1. Incoming Texts vs. Automated Responses: This comparison highlights the balance between manual replies (actual texts) and automated responses. It helps you assess the effectiveness of your automation tools and identify areas where human intervention may be needed. You can click Export to download this data for further analysis.

1. List of Tags: This section displays a list of tags used in the tickets section of the inbox. You can click the Sort button to organize the list and the Export button to download the data for external use.

1. List of Tickets: This feature provides an overview of all tickets created during the selected time period. Each ticket includes the following details:

• ID: The unique ticket identifier.

• Channel: The channel through which the ticket was created.

• Tags: Tags associated with the ticket.

• Customer’s Name: The name of the customer linked to the ticket.

• Assigned To: The agent assigned to the ticket.

• Resolved By: The agent who resolved the ticket.

• Created At: The timestamp when the ticket was created.

• Priority: The priority level assigned to the ticket.

• First Assign Time: The time taken to assign the ticket after creation. A zero assign time indicates automatic assignment, while a dot (---) means the ticket has not been assigned yet.

• First Response Time: The time taken to respond first to the ticket after assignment.

• Average Response Time: The average time agents take to respond to tickets.

• Resolve Time: The total time taken to resolve the ticket.

1. You can filter the list of tickets by agents using the dropdown menu on the left. Additionally, the search bar allows you to find specific tickets quickly. Click Export to download the data and analyze it further as needed.