Support analytics (planned)
Support analytics will give you operational insight into your support workload: volume, response behavior, AI deflection, and content coverage.
Status: planned. Support analytics dashboards are on the roadmap. This page outlines the metrics the Support module already tracks structurally and how teams measure them today.
What is measurable today
The data exists even before dashboards do — teams measure it with views, search, and tags:
Question | Where to look today |
|---|---|
How much is arriving? | Inbox view counts; conversation search filtered by created date. |
What is it about? | Tag counts; coverage gap topics. |
Is AI helping? | AI Handling / AI Resolved views; |
Are handoffs landing? | Destination inbox counts; escalations with "Escalated by AI" badges. |
What's unresolved? | Waiting view; stale conversations by sort order. |
Is content working? | Coverage Gaps trend; gap closure rate. |
Planned dashboards
Expected surfaces when analytics ships:
Volume & response — conversations created, first response time, resolution time, by channel (widget/email).
AI performance — AI resolution rate, escalation rate, stuck-handoff rate, confidence-threshold sensitivity.
Coverage — gaps opened/closed, deflection improvement after article fixes.
Team — per-inbox and per-agent load, queue aging.
Customer — CSAT (see CSAT) once surveys ship.
Getting ready
Adopt tags deliberately — future segments follow today's tags.
Keep mailboxes meaningful — per-inbox analytics inherit your queue design.
Work Coverage Gaps weekly — the deflection flywheel compounds.
Define resolution discipline — analytics assume accurate resolve/reopen behavior.
Related pages
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