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| Original file line number | Diff line number | Diff line change |
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| @@ -1,22 +1,22 @@ | ||
| --- | ||
| title: 'Insights' | ||
| title: 'Reporting' | ||
| --- | ||
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| <Frame></Frame> | ||
| <Frame></Frame> | ||
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| **Insights** give you an overview of your support workload allowing you to analyze trends, identify improvement areas and answer questions like: | ||
| **Reporting** give you an overview of your support workload allowing you to analyze trends, identify improvement areas and answer questions like: | ||
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| - Are we prioritizing support requests correctly? | ||
| - What product areas are creating most of our support volume? | ||
| - What companies are we speaking with most? | ||
| - Are we becoming more efficient? | ||
| - And lots more | ||
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| ## Using Insights | ||
| ## Using Reporting | ||
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| You can access Insights from the left sidebar of the Plain app or by hovering over a Label, Tier, Group or Company tag on a thread. | ||
| You can access Reporting from the left sidebar of the Plain app or by hovering over a Label, Tier, Group or Company tag on a thread. | ||
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| Insights give you the following metrics and much more: | ||
| Reporting give you the following metrics and much more: | ||
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| 1. **Support volume**: The number amount of threads in your queue at any given point in time. | ||
| 2. **First response time**: How quickly your customers receive a first reply from you. | ||
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@@ -26,27 +26,27 @@ Each metric is broken down to display the median and 90th percentile for either | |
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| ### Get a birds-eye view | ||
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| At the top of the Insights page you will see the overall health of your support. How is your queue looking? Are you keeping up with your response time targets? Are you resolving your customers requests quickly? | ||
| At the top of the Reporting page you will see the overall health of your support. How is your queue looking? Are you keeping up with your response time targets? Are you resolving your customers requests quickly? | ||
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| <Frame></Frame> | ||
| <Frame></Frame> | ||
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| ### Get into the details | ||
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| In each section of Insights, you will see a breakdown of your support by Channel, Company, Group, Label, Priority and Tier. This lets you see which attributes of a support request might be contributing to slower response times or increased volume. | ||
| In each section of Reporting, you will see a breakdown of your support by Channel, Company, Group, Label, Priority and Tier. This lets you see which attributes of a support request might be contributing to slower response times or increased volume. | ||
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| <Frame></Frame> | ||
| <Frame></Frame> | ||
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| ### Check in from anywhere in Plain | ||
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| Hover over any Company, Group, Label or Tier in Plain to instantly see a view of recent support volume. This is a great way to proactively identify trends in your data and improve your workflow. | ||
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| <Frame></Frame> | ||
| <Frame></Frame> | ||
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| If you’d like to see additional metrics that aren’t displayed in our Insights page or to receive an export of the data to pipe into your own BI tool, please send us an email at [[email protected]](mailto:[email protected]). | ||
| If you’d like to see additional metrics that aren’t displayed in our Reporting page or to receive an export of the data to pipe into your own BI tool, please send us an email at [[email protected]](mailto:[email protected]). | ||
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| ## The Metrics | ||
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| Now, the nerdy bit - this is a breakdown of the exact metrics we show in Insights and how they’re calculated. **Note -** All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier. | ||
| Now, the nerdy bit - this is a breakdown of the exact metrics we show in Reporting and how they’re calculated. **Note -** All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier. | ||
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| **Support volume** | ||
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