Overview of the Insights pre-built dashboard (Professional and Enterprise)

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

This article provides an overview of the Insights pre-built dashboard. The pre-built dashboard is available with Support Professional and Enterprise.

The pre-built dashboard contains the following tabs:

• Overview tab reports
• Tickets tab reports
• Satisfaction tab reports
• Prediction tab reports
• Efficiency tab reports
• Agent activity tab reports
• Chat tab reports
• Skills-based reports
• SLA tab reports
• Talk tab reports

If you are looking for information about the pre-built dashboards included with Zendesk Explore, see Getting started with pre-built dashboards.

Some metrics enable you to 'drill in' to view more detailed information about the results. If a metric can be drilled in, the () icon appears at the bottom right-hand corner of the metric's box. This article gives only a brief overview of drill-in features. You can also use the filter options located at the top of each pre-built dashboard to further narrow your results.

Note: If a filter is not returning any options, you might not have any tickets applied to the filter.

For information about using the pre-built reports in Insights, see Working with pre-built reports in Insights. For more resources see Insights resources.

Overview tab reports

The Overview tab shows the benchmark metric for your instance of Zendesk Support. This tab gives a high-level overview of what is happening, including backlog tickets, changes in ticket target usage, and a breakdown of ticket activity in channels. These reports show metrics for the last 7 to 30 days.

The overview tab contains the following reports:

• Overview headline metrics
• Daily ticket activity for the last 30 days
• Daily historic backlog
• Key metrics for activity
• Tags with rising and falling usage
• Tags with rising and falling usage
• Tickets channel overview

Overview headline metrics

The Overview tab contains headline metrics at the top of the page. A headline report is just one number, and is designed to make key metrics stand out on your dashboards.

The headline report displays month-over-month change for three important metrics for your instance of Zendesk Support. Each stat is for the current 30 day period, and includes the percentage by which the number has increased or decreased compared to the 30 day period prior.

The reports are:

• Tickets created last 30 days shows the number of new tickets created in the last 30 days.
• Median first reply time is the median amount of time in the last 30 days that it took an agent to make the first public comment after a ticket was created. The time is based on calendar hours, unless you have business hours enabled.

  For example, if you have five tickets that received a first reply by an agent after 1 hour, 2 hours, 3 hours, 10 hours, and 20 hours, the median first reply time for those tickets would be 3 hours. For more information on the FRT metric see Calculating First Reply Time.

  Note: If an agent creates a ticket on behalf of a user, it does not count as a first reply. The first reply is the first public comment by an agent in a ticket.
• Customer satisfaction displays the overall satisfaction score for all tickets that received a satisfaction rating in the last 30 days.

Each of the headline metrics have drill-in functionality, so you can click any of the numbers to see the underlying tickets for the data included in the report.

Daily ticket activity for the last 30 days

The Daily ticket activity report uses the Events dataset to show the number of new tickets, deleted tickets, reopened tickets, and solved tickets for each day in the last 30 days. You can hover over the labels at the bottom of the graph to view only the selected type of activity.

Daily historic backlog

The Daily historic backlog report uses the Backlog dataset to show your backlog broken down by ticket status for each day in the last 30 days. Backlog is defined as all tickets that are not Solved or Closed. Historic backlog shows your backlog at different points in time, so that you can see trends, whereas current backlog shows your backlog right now.

Breaking your backlog down by status is a good way to measure the health of your backlog. You can see how much work your team has, represented by the New and Open tickets, and you can see how many tickets are waiting on someone else, represented by the Pending and On-hold tickets.

Historic backlog also enables you to see trends over time and take actions. For example, if your New tickets are growing over time, you might need to implement a new triage process. Or if your Open tickets are growing over time you might need more agents.

Tip: Fine Tuning: Learn how to analyze and manage your backlog in Roshni Sondhi's Fine Tuning: Analyzing the metrics that matter.

Key metrics for activity

These reports are designed to give you at-a-glance metrics for activity in your instance of Zendesk Support, including new and solved tickets, new end-users, new organizations, public comments, and active agents.

For each report you can see the percentage of change compared to the previous 7 or 30 day period.

Active agents is defined as the total number of individual agents who logged in during the reporting period. An agent's last sign-in is captured in Insights, but not all previous sign-ins, so it's not possible to report on active agents over time.

Tags with rising and falling usage

These reports show the tags with the largest increase and decrease in usage during the current 7 or 30 day reporting period.

For each tag you can see the number of times the tag was used on tickets in the last 7 or 30 days. There is the net change and the percent change for the current 7 and 30 day reporting periods compared to the previous 7 and 30 days on each tag.

Depending on how your team uses tags, this report might be useful for seeing emerging issues and bugs.

The report for rising tag usage might also give you an idea of what issues your tickets are about. This report can be more powerful for determining your top contact drivers if you add a custom drop-down "About" field, so that agents can specify the issue type for each ticket. See our support tip, Setting up and reporting on an About field.

Tickets channel overview

This report breaks down ticket activity by channel for the last 30 days.

Hover over each bubble to review the stats for that channel.

This chart gives you an overview of activity in each channel, and enables you to determine whether there are any issues with a particular channel that you might need to address.

The tickets channel overview answers three questions in one chart:

• How long does a user wait for a reply in each channel? Across the bottom is median first reply time. That is the median amount of time in the last 30 days that it took an agent to make the first public comment after a ticket was created. The time is based on calendar hours, unless you have business hours enabled.

• How long does it take to solve a ticket in each channel? On the left side is full resolution time. That is the median amount of time it took to solve a ticket after it was created. The time is based on calendar hours, unless you have business hours enabled.

• How many tickets are submitted in each channel? On the chart there is a bubble for each channel. The size of the bubble corresponds to the number of tickets received in that channel in the last 30 days.

Tickets tab reports

The Tickets tab contains core metrics to managing ticket backlog, workflow, and trends year-over-year and month-over-month. These key metrics are tickets created, solved, and reopened. This tab also includes location attributes to display the countries with the most prominent ticket creation.

Ticket tab reports contain the following sections:

• Tickets
• Current backlog
• Historical backlog
• Ticket activity year-over-year

Tickets

This section contains overview information on your tickets. Each of these reports can be filtered by date, group, organization, customer, brand, and how tickets were received.

The types of reports are:

• Ticket headline metrics
• Ticket location metrics
• Ticket channel metrics

Ticket headline metrics

The Tickets tab contains headline metrics at the top of the page that display tickets created, solved, and reopened within the selected time period. Underneath each metric is the number of tickets created, solved, or reopened as a percentage of the tickets created, solved, or reopened during the previous time period (of the same duration).

By clicking on each metric, you can view the underlying tickets for the data included in the report.

Ticket location metrics

Ticket created by location enables you to view which location is creating the highest number of tickets based on the IP addresses of requesters. By hovering over an outlined country, you can view the number of tickets created in that country during the selected time period.

Note: Only the countries that you receive tickets from will be outlined. The darker blue the country is shaded, the more tickets created.

You can also use the Geo Pushpin feature to access precise information about the city and state the ticket was created in.

To use the Geo Pushpin feature:

1. Select the Geo Pushpin option from the upper-right corner of the Geo map.
2. Zoom in using the plus key or your mouse.
3. Hover over a pushpin with your mouse to view more information.

Ticket channel metrics

Tickets created by channel shows the number of tickets each channel generated in the selected month/year time range. This is useful for assessing which channel is collecting the majority of tickets and identifying any changes in channel intake.

You have the option to view the statistics of only one channel by hovering over the channel name at the bottom of the graph. The rest of the channel colors will become faded, so you can view the linear progression of your chosen channel.

Tickets created by channel contains a drill-in feature that provides more specific information on both the month and the channel. If you select the month name, you can view the statistics of all channels on each day of the selected month.

Along with determining the most prominent channel, this graph can help you discover which channel is not reaching your requesters.

Additionally, you can view underlying tickets by selecting channel points on the graph.

Current backlog

Current backlog displays the total number of unsolved tickets at the present. Any ticket in the New, On-hold, Pending, or Open statuses are shown in the results. A total number of current backlog tickets are represented on the headline and then broken down further into three graphs.

• Current backlog by ticket status shows the number of tickets in each status. By clicking on the status bar, you can view detailed information about individual tickets.
• Current backlog by number of replies displays the current number of unsolved tickets broken down by the number of replies. '0 replies' indicates the only comment made was by the requester. Similar to ticket status, you can drill in to view individual tickets.
• Current backlog by top ten groups indicates the ticket volume in the top ten groups. By selecting the group name, you can drill in to view more information about the assignee and ticket amount per assignee. By selecting the group bar or number above, you can view details about each ticket received.

Historical backlog

Historical backlog report shows a snapshot of ticket backlog (all tickets in New, Open, Pending, or Hold status) over a selected time period.

Note: Current backlog only displays the ticket backlog at the present, but Historical backlog only displays the selected time period and cannot assess the present month. By comparing previous months to recent months, you can view the rate at which your backlog tickets are increasing, decreasing, and in which statuses.

You can choose which backlog status to display by selecting filters above the Historical backlog report.

Historical backlog graph displays each status of backlog (unless status is filtered) in a stacked bar graph. You can view information about each individual day of the month in two ways.

Select a portion of the bar graph to view the number of tickets by day for a specific status in a month. Click the name of the month to view the number of tickets by day for each status that month.

Ticket activity year-over-year

The ticket activity year-over-year section enables you to compare the tickets created and solved this year versus last year. This feature can be useful for evaluating trends in the supply and demand of tickets between this year and last.

There are two reports in this section used to describe ticket activity: the tickets created year-over-year report and the tickets solved year-over-year report.

Each graph shows three lines indicating the tickets created/solved last year, tickets created /solved this year (up to the most recent month), and a dotted trend line. The dotted line represents the general pattern of your tickets created/solved. You can utilize the trend line to answer key questions about how your tickets compare to the previous year.

Each point on the line represents the number of tickets created during that month. You can see a month-over-month comparison by selecting a point on the graph.

You can use these reports to answer two key questions.

• How does my tickets solved/created compare to last year? These two graphs display a trend line demonstrating the decrease or increase in your tickets in comparison to the previous year. A rising trend line indicates your ticket created/solved rates are increasing, while a falling indicates the opposite.

• What is my demand and supply ratio? By comparing these two charts, you can view the demand (tickets created), supply (tickets solved), and the variance between years. These three elements enable you to analyze whether the trend line is skewed and if your solved rates are meeting the incoming ticket demand.

Satisfaction tab reports

The Satisfaction tab contains metrics around customer satisfaction. Along with information on your overall satisfaction ratings, this tab provides information on the response rates of your surveys based on hours, timestamps, groups, and the number of surveys sent.

The satisfaction tab covers the following sections:

• Satisfaction headline metrics
• Satisfaction ratings graph
• Satisfaction ratings ticker
• Satisfaction response rates
• Satisfaction score graphs

If you have satisfaction reasons enabled, some of the elements described in this section may look slightly different. See Using satisfaction reasons in reporting for details.

Satisfaction headline metrics

Similar to the ticket activity overview, the Satisfaction headline shows three metrics based on the selected time period and filter options.

• Satisfaction score is the percentage of satisfied survey responses over the selected time period.
• Response rate is defined as the percentage of surveys that received a response over the selected period of time.
• Percentage surveyed is the proportion of solved tickets for which a satisfaction survey was sent to the customer.

Satisfaction ratings graph

The satisfaction ratings graph displays good, bad, and bad to good ratings for each month in the selected period in a stacked bar graph.

The number above each bar represents the total number of tickets with survey replies. Each rating is assigned a percentage of the total number of survey responses. To view the exact number of tickets in a rating, hover over the rating's portion of the bar.

This graph also enables two different drill-in options. By selecting a portion of the bar, you can view individual tickets in that rating. Additionally, you can select a month name to view the number of tickets in all ratings on every day of the month.

Satisfaction ratings ticker

The satisfaction ratings ticker displays the overall number of survey responses in each rating for the selected time period. You can view individual tickets by clicking the rating number.

Note: The total ratings captures every response event, so if a response is changed from bad to good the response will be recorded twice.

Satisfaction response rates

The Satisfaction Insights tab enables you to view the response rates of your surveys (and the number of satisfaction responses) in two different forms.

Satisfaction response rate graph

The satisfaction response rates graph compares the proportion of tickets for which surveys were offered and the response rate.

You can view each subject of the graph individually by hovering over a label (# Satisfaction Offered, # Satisfaction Responses, % Satisfaction Response Rate) at the bottom of the graph. You can view the results of each month's day by selecting the month name.

Note: The % Satisfaction Response Rate is not set to the highest percent. Your highest percent indicates the top line, which results in the line appearing high.

Hours survey sent graph

The hours survey sent graph compares the hour of the event versus the number of surveys offered, responded to, and the response rate. In this graph, the '0' hour indicates midnight. You can see the exact response number by hovering over the bar or by selecting View this report.

This graph enables you to predict the ideal time to send surveys and when to expect responses from requesters.

Satisfaction score graphs

At the bottom of the Satisfaction Insights tab you can see your satisfaction scores broken down into three different graphs.

• Satisfaction by public ticket replies is the satisfaction score for the selected time period organized by the number of public replies on the ticket. A '0' reply indicates that the only comment on the ticket was by the requester.

• Satisfaction by assignee stations is defined as the satisfaction score for the selected time period by the total number of agent reassignments on the ticket.

• Satisfaction score by ticket reopenis the satisfaction score for the selected time period by the total number of ticket reopens.

Prediction tab reports

The Prediction tab displays metrics related to your Satisfaction Prediction Score.

The prediction tab contains the following sections:

• Prediction headline metrics
• Prediction performance over time
• Prediction score impact by action event
• Prediction vs. actual graphs
• Prediction score impact by time event

Prediction headline metrics

Headline metrics help you see the prediction information and trends at a glance. This section lets you apply filters to dig deeper into areas where predictions are lower or higher than the overall account.

It includes three metrics, calculated based on the selected filters.

• Average Prediction shows the average Satisfaction Prediction Score on all tickets, as well as the percentage that score has changed.
• Open tickets at Risk is the number of open tickets where the prediction score is in the bottom 10th percentile.
• Tickets Saved and Lost helps you drill into specific customer interactions that deviate from what was expected and to help you identify the cause

Prediction performance over time

The prediction performance over time graph allows you to identify outliers when compared to your actual satisfaction score. This is especially powerful when combined with the dashboard filters to slice the report by different dimensions.

Prediction score impact by action event

The prediction impact by action event graphs display predictions against key action-based metrics such as replies, re-assignments and re-opens to discovery any trends.

Prediction vs. actuals graphs

The prediction vs. actuals graphs show the initial predictions for tickets rated good and bad, and also the final predictions for tickets rated good and bad. You're able to see the difference in predictions and help identify the thresholds you could then use to create or refine triggers and automations.

Prediction score impact by time event graphs

The prediction score impact by time event graphs show how your scores changed with key time-based events, like first reply time and full resolution time.

Efficiency tab reports

The Efficiency Insights tab shows ticket metrics that enable you to see normalized trends in overall efficiency and to measure key time-based metrics such as first reply time and full resolution time.

The efficiency tab contains the following sections:

• Efficiency headline metrics
• Efficiency year-over-year graphs
• Efficiency time zone charts
• Efficiency time

Efficiency headline metrics

The Efficiency headline metrics show the percentage of one-touch tickets, reassignments per ticket, and public comments per ticket. Each metric has two graphs below showing year-over-year comparison and a breakdown per timezone.

• One-touch tickets is the proportion of tickets resolved in a single touch.

• Reassignments per ticket represents the average number of agent assignments per ticket.

• Public comments made per tickets is defined as the average number of public comments made per ticket solved in the selected period.

Efficiency year-over-year graphs

For each headline metric there is aYear-over-year graph that shows this year's and last's percentage of one-touch tickets, reassignments, or public comments per ticket last year.

By hovering over the different labels, you can view only that year (or trend information). You can also drill in to compare a month this year to the same month last year by selecting the month name.

Efficiency time zone charts

For each headline metric there is a percentage by time zone chart that shows the percentage of one-touch tickets, reassignments, or public comments per tickets solved in each time zone. You can hover over each bar to view an exact percentage.

Efficiency time

Efficiency time provides key metrics to diagnose how quickly your agents are responding to and solving tickets.

Efficiency time is divided into three sections:

• Headline metrics
• Median first reply time
• Median full resolve time

Headline metrics

The Efficiency time headline displays three metrics for information on response and solve time.

• Median first reply time displays the median hours until a ticket's first reply.
• Median full resolve time shows the median amount of time until a ticket is fully resolved.
• Median assignment time is defined as the time it took for a ticket to be assigned to an agent (when the assignee field is empty).

Median first reply time

Median first reply time is calculated as the median of all tickets created during the selected time range. Like the Median full resolution metric, there are two graphs with more details.

• First time reply median and variance graph depicts the median and variance of your reply times. You can view the results of each day by selecting the month name. You also have the option to view either the median or variance only by hovering over the labels at the bottom of the graph.

• Tickets by first reply graph shows the tickets by first reply, broken down by the number of hours until a first reply was made. By selecting an hour bar, you can view individual ticket information. These metrics are useful for determining the amount of time until a first reply was made and for identifying any outliers that skew the median number.

Median full resolve time

The median full resolve time contains two graphs with more details that depict the variance, median, and the number of tickets resolved in how many hours.

• The full resolution time median and variance graph is useful for determining how spread out your resolution times are in comparison to the median. You can view the results of each individual day by selecting the month name, or you can view only the median or variance by hovering over the labels at the bottom of the graph.

  

• Tickets by full resolve graph displays the number of tickets resolved, broken down by the number of hours it took to resolve. This graph is useful for determining how quickly tickets are being solved. You can view individual ticket information by selecting a hour bar.

Agent activity tab reports

Agent Activity focuses on performance metrics for an individual agent. Before you can view these metrics, you must select an agent at the top of the page and a date range (anywhere from a week to a year). The last sign-in date of the agent will appear to the left of their picture.

Note: Take care when picking the agent profile as one user can have multiple accounts.

The agent activity tab contains the following sections:

• Agent activity headline metrics
• Agent activity
• Satisfaction ratings
• Total Backlog
• Historical backlog
• Historical agent backlog

Agent activity headline metrics

Agent Activity headline gives three metrics to provide a performance overview. You can view individual ticket information by selecting any of the metrics.

• Customer satisfaction shows the percentage of good satisfaction scores of all tickets solved during the selected period. Underneath the satisfaction score, is the percent change in the agent's satisfaction score since the previous period.

• Ticket solved by agent is the number of tickets solved by an agent. Underneath the number of tickets is the agent's solved tickets percent change. This represents the number of tickets the agent solved during the selected time period as a percentage of the tickets the agent solved within the previous time period.

• Median time assigned to agent is the median hours a ticket spends assigned to the selected agent.

Agent activity

The agent activity chart displays the days an agent either solved a ticket or made a public comment over the selected time period.

You can select a solved ticket or public comment point to view individual tickets. You can view only public comments or ticket solves by hovering over their labels on the bottom of the graph.

This chart is useful for comparing an agent's activity on weekly to yearly basis, as well as comparing the number of public comments to solved tickets.

Satisfaction ratings

This graph represents satisfaction survey responses for the selected agent. Satisfaction ratings are broken down by good, bad, and bad changed to good. This metric is dependent on whether agents have sent surveys to requesters of solved tickets. If no surveys have been sent, the field will display 'No data'.

Note: Customer Satisfaction ratings must be enabled in order for you to view this graph. For more information on enabling and using customer satisfaction ratings, see Using customer satisfaction ratings.

Total Backlog

The Agent Activity tab enables you to review an agent's total backlog metric. Along with displaying the total backlog number, this section includes how many hours tickets spend in each backlog status.

• Total backlog graph displays a breakdown of the agent's current backlog by ticket status. By clicking on a status' bar, you can view individual tickets in the selected status. If there are no backlog tickets, the field will read 'No data'.

• Median time in status is the average amount of time a ticket spends in each status. By selecting the status name to the left of the bar, you can view individual tickets in the status.

Ticket solves and reassigns

Ticket solves and reassigns pie chart displays a comparison of how many tickets the agent solved to how many tickets have been reassigned. You can view only one portion of the chart by hovering over the labels at the bottom of the chart.

You can drill in to each of these segments by selecting a portion of the pie chart. Drilling in will display individual ticket details including identification, date created, date solved or reassigned, and priority.

Historical agent backlog

Historical agent backlog shows a snapshot of backlog tickets on each day in the selected time period. This information differs from the current backlog because it displays the agent's backlog over time. This graph is useful for comparing backlog productivity between previous and present months.