Introduction to Reports

Basic Reports

Discussions

The Discussions graph show the number of discussions by their state: Open, Resolved and Assigned (discussions with an assigned Lighthouse or Github ticket). You can view the data by week, month or year.

Comments

The Comments graph displays the number of comments from your Support Staff and Users. You can view the data by week, month or year.

Support History

The Support History table shows the statistical averages for discussions. You can view the data by week, month or year. In this table you can also view the data for every individual discussion including initial response time, responder name, and resolution time or you can download the data in CSV format.

Discussion Volume

The Discussion Volume graph is a heat map of when discussions come into your Tender site broken out by hour and day. This metric helps you schedule when additional team members may be needed to respond to support request, or to show when specific incidents with your application may have brought in a large number of requests.

Response Volume

The Response Volume table is the same type of heat map, but applied to your support staff's responses.

Advanced Reports

Only available on select plans.

Word Tracking

The most frequently used words in your support discussions are tracked on the Word Tracking table. By clicking on a specific word provides additional details such as a complete list of discussions where the word was used. For each word, you can see the median initial response time for discussions featuring this word; based on this you can determine if specific topics tend to result in longer waits for your customers.

This graph is useful when rolling out new features or finding bugs in specific applications.

Staff Responses

The Staff Responses table shows a heat map of each support staff's responses. You can select week, month or year views.

Staff Performance

Staff Performance chart shows each support staff's responses as a percentage of all the responses for the chosen week, month or year.

Response Times

The Response Times histogram indicates (using non-linear bins) how your initial response times stack up versus certain groups of time (under 1 hour, 1 hour to 4 hours, etc) as well as the performance in the previous month.

Resolution Times

Resolution Times also gets its own histogram, with the same non-linear bins to gauge how quickly your team is resolving issues.

Recent Discussions

17 Jul, 2017 10:30 PM
16 Jul, 2017 10:44 AM
13 Jul, 2017 06:38 PM
25 Jun, 2017 08:56 PM
15 Jun, 2017 08:35 PM