Analytics

Overview

Thena analytics is designed to give customer support teams deep insights into their performance and efficiency. The platform is divided into three main tabs: Requests, Accounts, and Workforce. Each tab provides a different view into your customer support operations.

Key features

• 📨 Requests
  The Requests tab offers insights into the volume and nature of requests your team is handling. Key metrics include:
  • Hourly request trends: Monitor when requests peak during the day, helping you optimize team coverage and resource allocation.
  • Daily request trends: Understand the distribution of requests throughout the week, identifying the busiest days to anticipate higher support demand.
  • Custom field metrics: Analyze custom field data to understand request types, customer inquiries, and the distribution of workload across different categories.
• 🏦 **Accounts
  **The Accounts tab focuses on the performance of accounts, offering insights into how well you're managing relationships with individual clients. Key features include:
  • Requests per account over time: Visualize how the number of requests from each account changes over time, allowing you to detect trends and potential issues early.
  • Account Metrics: Track the number of requests, first response breaches, and resolution breaches at an account level. This data helps identify which accounts require more attention.
• 🧑‍💼 Workforce
  The Workforce tab allows you to analyze the performance of individual team members. This tab provides detailed metrics on how each assignee is handling requests, including:
  • Request trends over time by assignee: Track how the workload of individual team members changes over time, providing insights into workload distribution and potential burnout.
  • Assignee metrics: View the total number of requests handled by each assignee, along with breaches in first response and resolution times.
  • First response and resolution time trends: Monitor how long it takes for each team member to respond to and resolve requests, helping you identify top performers and those who may need additional support.

Metrics and filters

Thena Analytics includes several powerful metrics and filtering options to help you customize your view:

• First response breaches: The number of times a request didn't receive a response within the expected time.
• Resolution breaches: The number of times a request wasn't resolved within the expected time.
• CSAT score: Customer satisfaction score, providing direct feedback on how well your team is meeting customer needs.

Using the analytics dashboard

• Select the date range: Choose from pre-set options (1 week, 2 weeks, 1 month) or customize your own date range to analyze performance over a specific period.
• Slice data by assignee or account: Use the "Slice by" dropdown to filter metrics by individual team members or specific accounts.
• Customize columns: Adjust the columns displayed in the metrics tables to focus on the data most relevant to your needs.

Exporting data

You can easily export the data from any tab by clicking on the download icon in the upper-right corner. This allows you to share insights with your team or integrate Thena Analytics data into other reporting tools.