Analytics

The Analytics dashboard provides visibility into your portal's ticket activity, AI workflow performance, and team productivity. Access it from Admin > Analytics.

Date range and granularity

All charts and metrics respect the selected date range and granularity:

Control	Options
Date range	Last 7 days, Last 30 days, Last 90 days, or a custom range
Granularity	Day, Week, or Month

Change these controls at the top of the dashboard. All charts update to reflect the new selection.

Analytics data is cached for 5 minutes. If you have just made changes, you may need to wait briefly before they appear in the dashboard.

Ticket metrics

Volume over time

A line chart showing how many tickets were created over the selected period, broken down by the chosen granularity. Use this to spot trends in demand and plan capacity.

Average first response time

The average time between a ticket being created and the first operator response. This metric helps you track how quickly your team acknowledges new issues.

Average resolution time

The average time between ticket creation and resolution. This measures end-to-end efficiency.

Tickets by status

A breakdown of tickets grouped by their current status (for example, Open, In Progress, Resolved). Displayed as a bar or pie chart depending on the number of distinct statuses.

Tickets by priority

A breakdown of tickets grouped by priority level, helping you understand the severity distribution of incoming work.

Tickets by request type

A breakdown of tickets grouped by request type, showing which categories of work are most common.

Workflow metrics

Success rate

The percentage of AI workflow runs that completed successfully versus those that failed or were cancelled. Displayed as a chart over time.

Processing costs

A summary of AI workflow costs over the selected period, broken down by workflow mode.

Processing times

Average and percentile processing times for AI workflows, helping you understand how long automated analysis and fixes take.

Team performance

Per-operator statistics

A table showing each operator's activity over the selected period:

Metric	Description
Tickets handled	Number of tickets the operator worked on
Average response time	How quickly the operator responds to assigned tickets
Resolution rate	Percentage of the operator's tickets that were resolved

Chart types

The dashboard uses several chart types depending on the data:

Chart	Used for
Bar chart	Comparing discrete categories (statuses, priorities, request types)
Pie chart	Showing proportional breakdowns
Line chart	Tracking trends over time
Heatmap	Visualising activity density across time periods

Exporting data

You can export analytics data for use in external tools or reports. Use the export controls on the dashboard to download the current view as a data file.