Analytics Overview
Analytics gives you at-a-glance business-intelligence dashboards covering ticket volume, team utilization, SLA health, client health, and customer satisfaction across your organization.
Overview
The Analytics section lets you:
- Track ticket volume and the created-vs-resolved backlog trend over a chosen time period.
- Monitor team utilization and billable vs non-billable hours.
- See SLA response and resolution compliance, plus at-risk and breached ticket counts.
- Review aggregate client health scores and risk distribution.
- View customer satisfaction (CSAT) ratings and response rates.
- Jump into detailed dashboards for Team, SLA, Client Health, and Feedback.
The entire Analytics section requires the reports.read permission. If your role does not grant it, the section does not appear in the sidebar.
Navigate to Analytics
Open Analytics → Overview in the left sidebar (path /analytics). The section also contains:
- Team (
/analytics/team) - SLA (
/analytics/sla) - Client Health (
/analytics/clients) - Feedback (
/analytics/feedback) — additionally requires the feedback_analytics.read permission and the customer-feedback feature on your plan
Time period
Every dashboard shares a single time-period selector in the page header. Choose one of:
| Option | Description |
|---|---|
| Last 7 days | Trailing 7 days |
| Last 30 days | Trailing 30 days (default) |
| Last 90 days | Trailing 90 days |
| Last 12 months | Trailing 12 months |
Changing the period reloads the metrics and trend charts on the current dashboard.
Key metrics
The top of the Overview page shows four summary cards. Cards that track a directional change display a percentage delta versus the previous comparable period.
| Card | Value shown | Sub-detail |
|---|---|---|
| Total Tickets | Total tickets in the period | Open count and overdue count; period-over-period change |
| Team Utilization | Average utilization percentage | Billable hours; period-over-period change |
| SLA Response | Response compliance percentage (or N/A) | At-risk ticket count |
| Client Health | Average health score | Healthy count and critical count |
Trend charts
Below the summary cards are two line charts:
- Ticket Volume Trend — Created, Resolved, and Backlog tickets over time. The Backlog line is drawn dashed.
- Team Utilization Trend — Billable utilization rate (as a percentage) over time.
Health overview cards
A row of four cards summarizes each focus area and links to its detailed dashboard:
| Card | Contents |
|---|---|
| SLA Health | Response Compliance and Resolution Compliance gauges, plus at-risk and breached ticket counts. View Details opens the SLA dashboard. |
| Client Health | Average health score and a Healthy / At Risk / Critical breakdown. View Details opens the Client Health dashboard. |
| Team Performance | Billable hours, non-billable hours, tickets resolved, and a utilization-rate gauge. View Details opens the Team dashboard. |
| Customer Satisfaction | Average CSAT rating with a 5-star display, total responses, and response rate. |
Compliance and health gauges are color-coded: green at 90% or above, yellow at 70–89%, and red below 70%. When a compliance value has no data, it shows N/A.
Detailed analytics
A Detailed Analytics card at the bottom of the page provides shortcut tiles to the four dedicated dashboards:
| Tile | Description |
|---|---|
| Team Performance | Technician productivity, utilization rates, and workload distribution |
| SLA Compliance | Response times, resolution rates, at-risk and breached tickets |
| Client Health | Health scores, risk indicators, and client engagement metrics |
| Customer Feedback | CSAT scores, feedback trends, and technician ratings |
Tips
- Use Last 30 days (the default) for routine operational checks and Last 12 months when looking at longer-term trends.
- A rising Backlog line on the Ticket Volume Trend means tickets are being created faster than they are resolved — a signal to rebalance workload.
- The summary cards' percentage deltas compare against the previous equivalent period, so a negative SLA or health change is worth investigating even when the absolute value still looks healthy.