Introduction to Reports
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.
The Comments graph displays the number of comments from your Support Staff and Users. You can view the data by week, month or year.
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.
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.
The Response Volume table is the same type of heat map, but applied to your support staff's responses.
Only available on select plans.
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.
The Staff Responses table shows a heat map of each support staff's responses. You can select week, month or year views.
Staff Performance chart shows each support staff's responses as a percentage of all the responses for the chosen week, month or year.
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 also gets its own histogram, with the same non-linear bins to gauge how quickly your team is resolving issues.