From d00cab925b1f0dba72c165d95a6508c63f75c0bd Mon Sep 17 00:00:00 2001 From: David Leyland Date: Thu, 21 Nov 2024 18:22:14 +0000 Subject: [PATCH] Rename insights --- mint.json | 2 +- insights.mdx => reporting.mdx | 26 +++++++++++++------------- 2 files changed, 14 insertions(+), 14 deletions(-) rename insights.mdx => reporting.mdx (69%) diff --git a/mint.json b/mint.json index 6c1d895..abe279c 100644 --- a/mint.json +++ b/mint.json @@ -118,7 +118,7 @@ "priorities", "labels", "syntax-highlighting", - "insights", + "reporting", "snippets", "shortcuts", "auto-responses", diff --git a/insights.mdx b/reporting.mdx similarity index 69% rename from insights.mdx rename to reporting.mdx index 867b04e..d36a897 100644 --- a/insights.mdx +++ b/reporting.mdx @@ -1,10 +1,10 @@ --- -title: 'Insights' +title: 'Reporting' --- -![Insights](/public/images/insights-0.png) +![Reporting](/public/images/insights-0.png) -**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: - Are we prioritizing support requests correctly? - What product areas are creating most of our support volume? @@ -12,11 +12,11 @@ title: 'Insights' - Are we becoming more efficient? - And lots more -## Using Insights +## Using Reporting -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. -Insights give you the following metrics and much more: +Reporting give you the following metrics and much more: 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. @@ -26,27 +26,27 @@ Each metric is broken down to display the median and 90th percentile for either ### Get a birds-eye view -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? -![Insights overall health](/public/images/insights-1.png) +![Reporting overall health](/public/images/insights-1.png) ### Get into the details -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. -![Insights details](/public/images/insights-2.png) +![Reporting details](/public/images/insights-2.png) ### Check in from anywhere in Plain 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. -![Insights around Plain](/public/images/insights-3.png) +![Reporting around Plain](/public/images/insights-3.png) -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 [help@plain.com](mailto:help@plain.com). +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 [help@plain.com](mailto:help@plain.com). ## The Metrics -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. **Support volume**