Tag Performance Analytics is your gateway to insightful analysis of customer support operations, utilizing both default and customizable tags to categorize, prioritize, and dissect support requests for deeper understanding and action. This tool helps in identifying trends, making informed decisions, and ultimately enhancing the efficiency of customer support operations.

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This feature is gated. If Tag Performance Analytics is not visible under Analytics -> Tag Performance in your dashboard, please contact our support team for access.

Learn More about Custom Fields

Getting Started

Filters

Refine your analysis with a variety of filters to get the exact insights you need:

• Tag Names: Choose specific tags for analysis, with Urgency and Sentiment as the default. Sentiment tags have values of Positive, Neutral, and Negative. Combining Tag Names with other filters can provide nuanced insights, such as the urgency or sentiment of requests from specific customer segments.
• Requests Created On: Select the desired time interval, from Daily to Monthly, with data available for up to a year.
• Standard Filters: Further narrow down by Account Owner, Assignees, Customers, etc.
• CRM Filters: Use these for deeper insights, particularly useful when analyzing trends between Customers and Prospects.

Summary Cards

Quickly access key metrics at a glance:

• Requests Detected
• Unresolved Requests
• Closed Requests
• Escalated Requests
• One Touch Resolution
• Median First Response Time (Business Hours and Actual Time)
• Median Time to Resolution (Business Hours and Actual Time)

Callout: Each metric on the summary cards compares the current value against the value from the previous interval, offering a clear view of trends over time. For example, an increase in One Touch Resolution compared to the previous period may indicate improved efficiency in handling requests.

Visualizations

Interactive elements across all visualizations enhance the analysis:

• Drill-Down: Click on any section to explore associated requests in detail.
• Options Menu: Use the three horizontal bars to access Full Screen view, Print, Download, and Data Table features.

Detailed Visualizations

1. Request Split

• Type: Pie chart
• Purpose: Offers an immediate overview of request distribution across different tag values, such as Urgency and Sentiment. For instance, seeing a high percentage of 'High Urgency' or 'Negative Sentiment' requests might prompt a review of resource allocation or processes.

2. Trend Over Time

• Type: Stacked bar chart
• Purpose: Tracks fluctuations in request volumes for specific tag values over the selected time interval. This visualization can help identify seasonal trends or the impact of specific campaigns or events on support requests.

3. Median First Response Time

• Type: Stacked bar chart
• Purpose: Analyzes variations in response times across different tag values, with the option to filter by actual time or business hours. Understanding these variations can help in optimizing team schedules and improving response times.

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When 'status change capture' is enabled for a custom field, this visualization changes to focus on the median time requests spend in each status, offering granular insights into process efficiency and potential bottlenecks. For example, if a custom field named 'Current State' has values like 'Waiting on Customer', 'Waiting on Engineering', 'Awaiting Prioritization', this visualization will show the median time requests spent in each state, helping identify specific process stages that may require optimization.

4. Median Request Resolution Time

• Type: Stacked bar chart
• Purpose: Reveals the median time taken to resolve requests based on tag values, also with filtering options for actual time or business hours. This insight is crucial for identifying which types of requests are resolved more efficiently.

Note: Visualization 4 is only shown when 'status change capture' is not enabled for the tag. This ensures the focus remains on overall resolution efficiency when granular status tracking is not in use.

Pro Tips

• Strategic Analysis: Combine CRM filters with Tag Performance Analytics to gain strategic insights into different customer segments and their support needs. Regular review sessions to discuss these insights can lead to actionable strategies that improve customer satisfaction.
• Efficiency Optimization: Use the detailed analytics to identify areas for process improvement, driving efficiency and enhancing customer satisfaction. Look for patterns in the data that suggest operational bottlenecks or opportunities for streamlining processes.
• Customization: Regularly review and update your tag configurations to align with evolving business needs and customer support strategies. It's also important to conduct periodic cleanups of tags to maintain the relevance of your analytics.

FAQs

Q: What should I do if I can't access Tag Performance Analytics?
A: If this feature is not available in your dashboard, it might be gated. Please reach out to our support team for assistance.

Q: How can I ensure the accuracy of the analytics?
A: Ensure that Custom Fields have 'Auto-assignment by AI' set to true. Our Large Language Models (LLMs) will ensure appropriate and consistent tagging, enhancing the reliability of your analytics.

Q: Can I export the data for further analysis?
A: Yes, data can be exported from the visualizations in various formats for deeper analysis or to share insights with your team. This feature is particularly useful for presenting data in reports or meetings.