Support analytics overview

Support analytics in Computer+ Support is a set of prebuilt dashboards that report customer experience metrics drawn from tickets and conversations. Use them to monitor SLA compliance, customer satisfaction, response times, and more: with dynamic filters, group-by options, and drill-through capabilities to explore the factors behind each metric.

Support analytics is not a single dashboard. It is a group of stock dashboards, each covering a different part of your support operation:

• Ticket Insights: ticket volume, ageing, and resolution trends.

• Ticket-SLA Analytics: SLA compliance, breaches, and warnings for tickets.

• Ticket-Team Performance: ticket performance by team and agent.

• Conversation Insights: conversation volume, resolution, and trends.

• Conversation-SLA Analytics: SLA metrics for conversations.

Access support analytics

The support analytics dashboards are stock dashboards that you open from the Explore section.

1. In the left navigation of your DevRev workspace, select Explore and search for the dashboard you want by name.

2. Select the dashboard to open it.

3. (Optional) Pin the dashboard to your left navigation for quicker access later.

Filtering, group-by, and drill-through

All metrics are calculated within the time range specified by the default range filter. Additional filters — such as date range, agent, group, part, customer, and source — can be applied to narrow results. Metrics can also be grouped by dimensions such as agent or part to compare performance across segments.

Not all filters apply to every metric. Where a filter is inapplicable, a warning symbol is displayed on that metric widget to indicate that the filter has not been applied to it.

Drill-through lets you explore the individual records behind an aggregated metric. Select a data point on any widget to open a detailed view of the underlying tickets or conversations that contribute to that value, making it easier to identify root causes and patterns. Drill-through is available on any of the support analytics dashboards.

Data refresh

All metrics undergo periodic refresh cycles. The timestamp of the last refresh appears in the top right corner of each dashboard, as shown below.

Data is typically refreshed within an hour, so the metrics reflect recent activity for informed decision-making.

Support analytics uses browser-based analytics, which may cause a slight delay during the initial data load. Once the data is cached in the browser, subsequent dashboard loads are near-instantaneous.

Support analytics derives patterns from past customer requests and interactions. Past data persists even if an association is later broken. For example, if a part called Alpha had 50 tickets associated with it and is subsequently deleted, the historical record showing 50 tickets for Alpha is retained in the analytics.

Troubleshooting

• Issue: The Failed to download data error appears on one or more widgets.

  

  Solution:

  1. Wait briefly, then refresh the page.

  2. If the error persists after refreshing, wait a few minutes and try again.

  3. If the error continues, raise a support ticket and a team member will assist you.

• Issue: You see a spinning wheel and dashboards or reports fail to load, possibly shortly after an update.

  This usually happens when the cached data and local storage are invalidated when an update is released.

  Solution:

  1. Clear your browser cache and cookies, then reload the page.

  2. If the reports still fail to load, clear the analytics database: In your browser developer tools, go to Application > IndexedDB, delete the Meerkat database, and reload the page.

  3. If the error continues, raise a support ticket and a team member will assist you.