What this does
Helpdesk analytics show performance across all channels — conversation volume, response times, resolution rates, and team productivity.
Key metrics
- Conversations by Channel — volume breakdown across email, WhatsApp, SMS, voice, and chat
- Average Response Time — per channel and overall
- Resolution Rate — percentage of conversations resolved
- Bot Deflection Rate — conversations handled entirely by bots
- Agent Workload — conversations per team member
- CSAT — customer satisfaction scores from post-conversation surveys
- QA Score — quality assurance review scores
Step by step
- Go to Helpdesk > Analytics
- Set the date range
- View the overview dashboard
- Click into specific channels for detailed metrics
- Filter by team member, tag, or channel
- Export data as CSV
Tips
- Compare channel performance to see where customers prefer to reach you
- High bot deflection means your automation is working well
- Monitor response times per channel — some channels expect faster replies than others
- Use QA scores to maintain service quality as your team grows