Comprehensive support performance analysis
Performance indicators with industry benchmark comparisons
See how your support metrics compare to industry and global standards
How quickly your team sends the first reply to new tickets
Average time from ticket creation to final resolution
Percentage of tickets resolved with just one interaction
Percentage of customers rating their support experience as positive
Percentage of resolved tickets that customers reopen due to unresolved issues
Deep dive into support ticket patterns, timing, and channel distribution
Tickets created and solved aggregated by week
Tickets by communication channel
Ticket volume by day of the week
Ticket volume intensity by hour of the day (in your local timezone)
Detailed analysis of response times and resolution efficiency across different time ranges
How quickly your team responds to new tickets
Time taken to fully resolve tickets
Analyze how effectively your team resolves issues on the first interaction
| Resolution Type | Count | % of Total Tickets | Description |
|---|---|---|---|
First Contact Resolution | 13087 | 48.3% | Solved with just one reply |
Multiple Contact Resolution | 7946 | 29.3% | Required multiple interactions |
Unresolved Tickets | 6063 | 22.4% | Still pending resolution |
Measure customer satisfaction levels and understand feedback patterns
Breakdown of positive vs negative customer feedback
Satisfied Customers
1845 positive ratings
61.4% of customers rated their experience positively
Unsatisfied Customers
1158 negative ratings
38.6% of customers expressed dissatisfaction
Response Rate
19.6% survey completion
3003 out of 15315 customers provided feedback
Understanding what customers contact you about and how well you handle different types of inquiries
This analysis covers the last 3 months of customer support interactions
Ticket volume by intent with cumulative percentage
These intents experienced significant spikes in volume during specific weeks, potentially indicating emerging issues or seasonal patterns.
Surge Analysis Insights
Intent surges often indicate product issues, marketing campaigns, seasonal events, or operational changes. Consider investigating what happened during these peak weeks to understand root causes and prepare for future occurrences.
| Intent | Volume | % of Total | FCR Rate | Reopen Rate | FRT (med) | Full Resolution Time (med) | Performance |
|---|---|---|---|---|---|---|---|
| Waiting for refund | 786 | 21.6% | 54.9% | 38.9% | 6.4h | 17.1h | Needs Work |
| Return status | 244 | 6.7% | 47.7% | 43.4% | 4.0h | 17.1h | Needs Work |
| Return order | 239 | 6.6% | 49.6% | 29.7% | 11.3h | 13.8h | Fair |
| Send return label | 205 | 5.6% | 58.0% | 32.2% | 5.7h | 15.6h | Needs Work |
| Shipping status | 140 | 3.8% | 52.9% | 34.3% | 3.4h | 12.4h | Needs Work |
| Refund request | 137 | 3.8% | 56.3% | 34.3% | 3.4h | 13.7h | Needs Work |
| Order delivery is late | 118 | 3.2% | 48.7% | 43.2% | 15.5h | 22.7h | Needs Work |
| Item missing from order | 94 | 2.6% | 43.8% | 45.7% | 11.4h | 1.3d | Needs Work |
| Tracking information | 85 | 2.3% | 55.3% | 29.4% | 15.1h | 16.6h | Fair |
| When will order arrive | 83 | 2.3% | 68.7% | 24.1% | 2.9h | 7.2h | Fair |
Track your support performance evolution over time to identify improvement opportunities
Your support performance is trending upward! Keep up the excellent work and continue monitoring these metrics.
Monthly evolution of key support metrics
Aug '25
FCR: 55.7% • CSAT: 60.9% • Response: 262 min • Resolution: 2.0h
• Customer satisfaction dropping - focus on service quality
Exceptional moments and achievements in your support performance
24 messages
Ticket #193944
228 tickets
12/4/2024
1m
1m
188 tickets solved by Owen
Peak Solved Day
12/23/2024
John Doe
37 tickets
7 tickets
8/3/2025