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Support Tools Reporting

  • Updated
Note: Support tools below are only available to existing customers on certain plans. We are not able to change your plan to add these features, but if you have questions please reach out to our support team by clicking "Support" in the bottom-right corner of your window.
 

In this article, we will walk through how to use the Support Tools reporting features. This will include how to track ticket trends and how to monitor the performance of your support agents. If you're looking for additional reporting features that are not outlined here, feel free to leave your feedback on our forum.  


Export Tickets

You can use the ticket export feature to export your ticket data. To learn more about this export, see this article. 
 

The Leaderboard

If you already have your account set up, you've probably seen the Leaderboard (looks like an odometer) in the Admin Header. Click this to view the Leaderboard. 


Friendly Competition Among Admins   

Customer support can be a challenging job, and it's easy to lose track of how much you're actually accomplishing. The leaderboard awards points based on how many replies an admin makes, how many quick replies, and how many Kudos they receive from customers. It also shows everyone's scores in comparison to one another. This can add a bit of friendly competition and an element of fun.     

How Points are Awarded

  1. Replies: Each time an agent responds to a user message, (if a user sends two responses back to back, before the user writes back only the first will be counted) you get 1 point
  2. Quick Replies: Quick replies are tickets you respond to in the first hour. You get 3 points for each one.
  3. Kudos: When a customer receives your response, at the bottom is a link that reads: Helpful? Click to give [Agent's Name] Thanks! When a customer clicks that link, you get Kudos. Kudos are worth 15 points.                                    

LeaderBoard Results:

Types of Leaders: 

  • Point Leader: The Admin with the highest combined total of points.  
  • Kudos Leader: The Admin with the highest Kudo's score. 
  • Quick Reply Leader: The Admin with the highest number of Quick Replies.
Viewing Results: 
  • This Week: Scores and results for the last seven days.
  • This Month: Scores for the current month. This is what's shown by default in the header.
  • Last Month: This is helpful if you want to compare scores between months.
  • All Time: Only current Admins are shown in the ""All Time"" list.

Ticket Insights Report 

The Ticket Insights Report gives you a general overview of tickets based on agent, channel, queue and ticket field. 

In this article, we will outline what's possible with Ticket Insights. If you are looking for additional functionality, please share your ideas on our ticketing idea forum. This is the best channel for communicating your feature requests to our product team.


Understanding the Response Time Graph

Whether you're viewing the report for agent, queue, channel or ticket field, you'll see a colored graph for the average response time. 
  • Green: Responded within an hour
  • Pale green: Responded within 1-4 hours
  • Yellow: Responded in 4-24 hours
  • Red: It took over 24 hours for a response to be sent
If you hover over the color graph, you'll be able to see a percentage for each response time frame.

Q: Why don't these numbers match the Support Performance Report?
A: This is expected since each report uses different criteria for measurement. If you are measuring response and agent performance, you should use the Support Performance Report. Ticket Insights is best for seeing ticket trends over time.

Ticket Insights Include


Whether you're viewing insights by agent, queue, channel or ticket field, it will include:
  • Tickets: This is the number of tickets created during the reporting period and assigned to that agent/queue/field etc...It does not include tickets created manually that have not been responded to by an admin.
  • %: The percentage of all tickets handled by the agent, queue, channel or ticket field.
  • Average Response Time: This includes all the replies within a ticket thread.
  • Responses: The number of user messages responded to in a ticket. It will only count agent responses to a user messages, so if a user sends two responses back to back (before the user writes back), only the first will be counted. Responses counts responses the agent made that day, regardless of which tickets and when the tickets were created.
  • Avg. Responses per ticket: The average responses required before the ticket is resolved. This metric includes BOTH admin and end user replies on the ticket.
  • First Contact Resolution (Count): The number of tickets closed with only one agent reply.
  • First Contact Resolution (Rate): The percentage of tickets closed with only one agent reply.
  • Escalation Count: The number of tickets another agent responded to after the original assignee responded.
  • Escalation Rate: The percentage of tickets another agent responded to after the original assignee responded.
By clicking on any of the insight titles, you can sort by highest or lowest. In the above screenshot, "tickets" were the selected sort option.

By Agent


You can view insights for each agent. You can also select only certain agents, and view insights on just them. If an agent has not handled any tickets during the reporting period, you won't be able to select them.

The "Ticket" count for an agent includes tickets that were created during that time frame and that are currently assigned to them.

Any responses an agent writes during that time frame to a  user's message (even on tickets now assigned to other agents) will show in their responses count.

By Queues


You can view the same ticket insights for queues as you can for agents. If a ticket is assigned to a queue and an agent grabs it, it will show as a ticket for that queue in the Queue Insights.

A ticket will be attributed to the last queue it was assigned to. So if it was assigned to the "Rescue" queue and then assigned to the ""Sales"" queue, it will show in the ticket count for the "Sales" queue.

By Channels


Channels are how users submit the ticket. You can see the average response time on tickets sent in via email, the escalation count for tickets submitted through your UserVoice portal etc...

Here's a quick walkthrough of each Channel:
  • Email: This is when a user creates a ticket by sending in an email.
  • API: Tickets created via the API.
  • Contact Widget: Tickets created via the UserVoice Widget.
  • Classic Widget: Ticket submitted via the Classic widget.
  • NPS Widget: Tickets created via the NPS Widget.
  • UserVoice Portal: Tickets submitted on your UserVoice site
  • Admin Console: Tickets you created manually for users.
  • Converted from an Idea: Tickets that have been converted from ideas.
  • Android SDK: Tickets submitted via the Android SDK embedded in your app.
  • iOS SDK: Tickets submitted via the iOS SDK embedded in your app.

By Ticket Field


You can also see insights for tickets by ticket fields. In order for the ticket field to show in the report, it must be one that has pre-defined values. So the admin or end user chooses from a list of pre-set options (text input fields or custom data passed through the widget is not included in this report).

Choose the ticket field you want to see insights for, and it will show them for each value. The ticket counts for the ticket field insights will be for the current field assigned to that ticket. If a ticket had the field "Helpdesk" and was changed to "None" later, it would show as a ticket for "None."
 

Common Questions:


Q: Can I set business hours on reports?
A: Not at this time. Create an idea on our forum for this.

Q: Can I measure first response time?
A: Not at this time. Support the idea here.

Q: Can I measure closed/open rate on tickets?
A: Not at this time. Support the idea here.
 

Support Performance Report


In this article, we will walk you through what is possible with this report. If you are looking for additional functionality, please share your ideas on our ticketing idea forum. This is the best channel for communicating your feature requests to our product team.

To access the report, click the "Tickets" icon in the left-hand menu -> Click "Support Performance" in the top-left.

Date and Filters

  • Date: You set the date to a day, week, month, year, or any time frame you want.
  • Filter: You can filter the results by agent, queue or ticket field. If you want to see support performance for a particular agent or queue or even ticket field, you can!
  • Export: You can also export the report to your computer by clicking the "Export" button in the top right corner.
The support performance report counts messages, not tickets. Messages are individual replies on a ticket. So one ticket might have 3 messages. 

Trending Support Metrics

At the top of the report, you'll see the trending metrics. This includes...
  • Graded Message: Graded messages are users messages that came in during the time frame you set for the report. If you are looking at metrics for October, but a user message came in September 30th, it would not count towards October's graded messages (even if you replied to the user in October). Also, tickets that have not been replied to are not graded. They aren't graded until an agent has responded.
  • Average Grade: This is your average grade for all replies to Graded Messages.
  • Average Wait Time: The average amount of time a user has to wait to get a reply to their message.
If you are looking at metrics for 10/25-11/24, it will compare it to 9/25-10/24.

Covered Vs. Uncovered


As you look at support performance, you'll notice "Covered" vs. "Uncovered." Covered is when agents are actively responding to tickets. 

We consider a time slot to be covered if the amount of outgoing ticket replies is >= 10% of the highest number of outgoing replies sent in any time slot.  
 
If Mondays at 10am had 100 ticket replies (and it was the most of any time slot), then covered time slots would be those with >= 10 replies.

Overview


Response times are grouped into 4 grades and given a score:
  • A+ Responses made in under an hour— 100 points
  • A Responses made in 1-4 hours — 95 points
  • B Responses made in 4-24 hours— 85 points
  • F Responses that were made after 24 hours— 55 points
So in our example... 
  • Average Grade is B+ (89.6 points)
  • Covered it's A- (92.7)
  • Uncovered it's B- (80.4)
You can also scroll over the graph and view the data for each day.

At the bottom is a color graph, showing what percentage of messages fall into each grade.

Q: I'm comparing Ticket Insights with the Support Performance Report and the numbers are different?
A: This is expected, since each report uses different criteria for measurement. If you are measuring response and agent performance, you should use Support Performance. Ticket Insights is best for seeing ticket trends over time.

Average Wait Time

The Average Wait Time graph measures how long it took to reply to a user's message on average. If you scroll over it, you can see the data per day.

Incoming Messages by Response Time

Messages are replies within a ticket thread. This graph measures how many incoming messages you are receiving each day and your response time to those messages. We also compare that data to the previous reporting period so you can see if you are getting more tickets or less, and how your response times compare.

The goal of this graph is to give you a visual of incoming messages, and your response time to those messages.

For example...
  • Messages that came in at 12AM Tuesday morning, have an average response time of 4-24 hours.
  • Messages that came in at 8AM on Wednesday have an average response time of under an hour.
The graph pulls averages from the reporting period you set. The size of the circle indicates the amount of incoming messages. Sunday at 12AM there was a low volume, but on Monday at 10AM there was a higher volume. 

If you scroll over a dot, it will give you the average break down for that hour, including messages, response times, and average grade.

Common Questions

Q: What time zone does the report use?
A: The graphs in the report will use the time zone of your account. This is set in Settings, click the icon in the bottom left corner -> General -> Scroll down and click ""Account, billing and usage"" -> You'll see Time Zone and Language -> Click ""Edit.""

Q: Can I set our business hours?
A: No, not at this time. But we do have an idea on our forum about adding this feature which you can find here. 

Q: Can I measure first response time?
A: Not at this time. Support the idea here.

 

Track article views with Google Analytics 

You can use Google Analytics to track page views for your Knowledge Base articles. This will require a Google Analytics account. If you are looking for additional functionality, please share your ideas on our Knowledge Base idea forum. This is the best channel for communicating your feature requests to our product team.

Set up Google Analytics

  • Log into your Google Analytics account or create a new account at https://googleanalytics.com
  • Create your new account, and enter your UserVoice site's URL
  • Copy the Tracking ID provided by Google Analytics
  • Log into the Admin Console of your UserVoice site
  • Click the icon in the bottom left corner
  • Click Integrations -> Google Analytics (click edit)
  • Paste your Tracking ID into UserVoice. 
Note: It can take up to 24 hours for Google Analytics to detect the tracking code on your UserVoice site.

And you're done! Now when you log into Google Analytics, you'll be able to see page views for your Knowledge Base articles.
 

Instant Answers 

What is Instant Answers?

When a user enters their message in the widget, Instant Answers searches your published articles and ideas for matching keywords. The matching articles and ideas are displayed, and if the user finds an article that answers their question they can decline to send in a support ticket.

How to use the Instant Answers Report


Our Instant Answers Report provides data which helps you optimize your knowledge base articles. The report shows what users are searching for, which articles are being returned, and which articles are deflecting tickets. 

At the top of the report, you'll see a graph which shows your Instant Answers rate over time. The Instant Answers rate is the percentage of tickets which are deflected because the user views an article and elects not to send in a message. 

Overview Tab

The Overview tab can be used to see your message volume and article effectiveness at a glance. It includes several metrics for the last 30 days...
  • Incoming requests (tickets or ideas): tickets or ideas created via the widgets or mobile SDK's during the last 30 days 
  • Returned results: percentage of messages which returned at least one article or idea
  • Opened a result: percentage of users who viewed at least one article or idea
  • Were instantly answered: percentage of messages which are deflected because the user views an article and clicks ""This answers my question""
Below the general stats is a list of the most recent 200 messages entered in the widget or SDK's. For each message, you can see...
  • Channel: how the message was created (widget or mobile SDKs)
  • Form: whether the user's message was entered in the idea form or ticket form
  • Results: the number of articles and ideas returned (you can click on the results to see which articles and ideas were found)
  • Results opened: how many articles or ideas were opened and viewed
  • Answered by: which article or idea answered their question, or a link to their support ticket or idea if they submitted one
How to use this: Focus on the messages which did not return results -> either create an article to fill that gap, or optimize and existing article with the keywords used.

Articles Tab

The Articles tab shows you which of your articles are being returned in searches, and which are answering the most questions. 

For each published article you'll see the following metrics:
  • Appeared in results: how many times the article is returned in the Instant Answers search
  • Result opened rate: out of the times this article appears in results, how often is it opened by the user
  • Instant Answer rate: out of the times this article appears in results, how often does it answer the users' question and they decline to send in a ticket
How to use this: Identify the articles which are not being returned in Instant Answers. Consider rewording these articles or adding keywords to better match what your users are searching for.  

Ticket Backlog Report 

You want to make sure no customer tickets slip through the cracks. Our ticket backlog report lets you see how many tickets are open, who they are assigned to, and the average length of time they've been open.

 

Ticket Backlog Report 

Click on Analytics in the left-hand menu -> Click "Ticket Backlog"

Show me tickets open for more than "0" hours: You can leave it at 0 to see all open tickets, or customize the number of hours.
  • Open Tickets: The number of open tickets for that filter. This includes...
  • Tickets where the admin was the last one to respond, but left the ticket open.
  • Tickets where the user sent in the most recent reply.
  • Awaiting Response: These are the number of open tickets where the user was the last person to send a message on the thread.
  • Awaiting First Response: These are the number of open tickets that have not had an admin response at all.
  • Median Open Time: This is the median amount of time the open tickets for that filter range have been open.

Ticket By Assignee


Tickets will be listed by the assignee. The assignee can be an admin or a queue.

Adding Ticket Fields as Filters


You can also filter the Backlog Report by ticket field. 
 

In this example, open tickets with the ticket field: "Product Area" IS "Widget" and "How are you feeling?" IS "Confused", are shown. So there are 2 tickets open more than 0 hours with both of those ticket fields.

You can filter by a single ticket field or multiple ones. You can also do a negative filter. For example, you could set the filter to "How are you feeling?" IS NOT "Confused".

Common Questions 

Q. Why is one of my agents missing from the Backlog report?
A. This means they do not have any open tickets that meet your search criteria.

Q. Can I export the backlog report? 
A. Click the Export to CSV link in the top right corner.