Performance Trends
Track your support metrics over time.
Viewing Trends
In the Analytics dashboard, scroll to the Trends section to see historical data.
Available Charts
Response & Resolution Times
A dual-line chart showing:
- First response time: Average minutes to first reply
- Resolution time: Average minutes to close
Watch for spikes that indicate capacity issues or complex conversations.
CSAT Score
Customer satisfaction rating over time (if CSAT is enabled). Track the impact of process changes on customer happiness.
NPS Score
Net Promoter Score trend (if NPS is enabled). Monitor customer loyalty from -100 to 100.
SLA Breaches
Daily count of SLA deadline misses. Identify patterns like specific days or times with more breaches.
Daily Summary Table
Below the charts, a detailed table shows daily metrics:
- Date
- Average first response (minutes)
- Average resolution (minutes)
- CSAT score
- NPS score
- Backlog count
- SLA breaches
Scroll horizontally on mobile to see all columns.
Using Trends Data
Identify patterns: Look for recurring issues on specific days.
Measure improvements: Track metrics before and after process changes.
Spot problems early: Rising response times may indicate staffing needs.
Celebrate wins: Improving CSAT scores show your team's impact.