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Learning Objectives

After completing this unit, you'll be able to:
  • Describe what Business Insights is.
  • Read the Dashboard and Overview report to understand more about your agents and cases.

Business Insights

With any support organization, it’s important to understand your customers and how your agents are performing. Business Insights lets you share your data across your organization to your product, sales, and operations teams so that they can see the issues that are driving your customers’ support needs. This valuable data allows your organization to focus your attention where needed and reduce customized support in these problem areas.

Business Insights allows your organization to answer these common questions.

  • Productivity—How efficiently and effectively does the team handle customers?
  • Identification—What is driving customer interactions, and what do customers need and want?
  • Self-support management—Can users find answers to their questions through the self-service support center?
  • Customer satisfaction—Do customers feel their needs were understood and resolutions were complete?

Reports provides a variety of reports that answer these commonly asked questions. You can monitor agent performance over time, view a variety of metrics, and break it all down by groups and individual agents.

Standardized metrics in Business Insights shed light on:

  • Agent and team productivity
  • Patterns in activity across channels
  • Customers and suppliers that demand the most
  • Activity spikes and seasonality

Use analytics to target and support investments to confidently determine where to focus limited resources.

  • Which customers are reporting issues?
  • What issues are driving support?
  • What questions cost the most agent time?
  • Which issues get escalated most frequently?
  • What kinds of tickets are most likely to get reopened?

So enough of generalities—let’s talk about two specific Business Insights reports.

Have you ever wanted to see how your business is doing at a mere glance? With’s Dashboard report and Overview report, you can track key performance indicators (KPIs) across your customer service center.

Dashboard Report

The Dashboard report includes real-time charts (called widgets in that track KPIs across your customer service center over the past 24 hours.

Use the widgets to identify trends, monitor agent efficiency, and view case-handling metrics. Nine recommended widgets are added by default to your Dashboard, but you can change them if you want. Double-click a widget to drill down to view the data that feeds the widget.

Dashboard report.

Nine of the most used widgets are:

  • Cases by Filter—Lists the total number of cases for each filter. The order of the filters corresponds to the list in the Admin Console.
  • Active Cases by Age—Shows the number of cases currently open or new, sorted by the time they were created.
  • Case Volume Today by Channel—Graphs the number of cases created in the past six hours, grouped by channel.
  • Top Labels—Shows the top five labels applied in the past 24 hours.
  • Top Macros—Displays the top five macros used in the past 24 hours.
  • Top Custom Fields—Shows the top five custom fields completed in the past 24 hours.
  • Top Agents—Lists the top performing agents, measured by the total number of times the agent resolves a case over the past 24 hours. A single case can be resolved multiple times.
  • Average Time to First Response—Charts the hourly average of time in minutes to respond for the entire organization over the past six hours.
  • Customer Satisfaction—Indicates the distribution of customer satisfaction scores from the past 24 hours.

Overview Report

The Overview report shows how your team is performing over the past hour, day, week, month, or any other customized time frame. Narrow the information shown by clicking specific channel buttons or their corresponding lines on the graph. Clicking a channel toggles between including that data and not.

Overview report.

Let’s check out the different sections of this report:

  1. Graph—This part of the report shows the data points on a timeline. By default this shows one week of data, but you can easily change that using the date filter. We’ll talk more about that later.
  2. Tabular Data—This part of the report shows a table of the data with the time periods as rows (a) and metrics as columns (b). Click each metric to switch the focus of the graph between metrics, such as resolved cases, time to first response, and case resolves. Click any individual metrics value (c) to load and display the specific cases that were used to calculate the value. Overview report.
  3. Report Filters—Filter the report by built-in time (a) and channel (b) filters, or create your own custom filters (c). Don’t worry, we’ll play with these a little later.
  4. Time Segmentation—By default, the Overview report displays data broken down by day, but you can also view data by hour, week, or month.
  5. Save, Export & Share—Once you have the data displaying exactly the way you want it, use these tools to save, export as a CSV file, or share the report by either email or link. Overview report.
More About Metrics

Three of the most commonly used metrics include:

Resolved Cases—Shows how many cases were resolved during the specified time period, regardless of when they were created. It includes cases that were later reopened.

Time to First Response—Shows how long it takes between the time a case is created to sending the customer a response. The average for each row is calculated on cases that received a response during the time period represented by that row.

Case Resolves—Measures agent activity by tracking the number of times that cases progress from a new, open, or pending status to resolved. Case Resolves tallies cases resolved by agents or through automation, such as macros in the specified time range.

Now that you have better intelligence with Business Insights, you can improve more than agent performance. You can use this information to help improve your overall customer experience.

Business Insights in Action

But enough talking, we know you want more doing, so let’s put the Overview report through its paces. We’re going to try out filtering, exporting, and drilling down into the Overview report. Super exciting!

  1. Within Business Insights, in the top navigation, click the name of the report you’re currently viewing (we were on the Dashboard, so we’ll click “Dashboard Report”).
  2. Click the Overview link. Business insights in action.
  3. To filter the report by date, click the date range next to the report name.
  4. Choose the preset button for “Last 30 Days.”
  5. Click the Apply button. Business insights in action.
  6. Hopefully you have some channels set up to to filter by, such as Twitter, Email, and Phone. These icons act like on/off toggles. Click the Twitter and Email icons to toggle their data off. Only the Phone icon should be lit up. Your data will now only be displaying Phone cases. Business insights in action.
  7. To download the report as a CSV file, click the Export and Share icon in the top navigation.
  8. Click the Download CSV option.
  9. Open the file to view the data in your default spreadsheet viewer. Business insights in action.
  10. In the data table, find the Resolved Cases column. If your team has resolved some cases, you should see the number of resolved cases for each day in that column.
  11. Click a number in that column for a specific day. Business insights in action.

You should see a report that lists as many cases as fit that metric’s value. Talk about efficient!

Business insights in action.

Check out this video on the Business Insights Overview Report.

We have come to the end of another module. We hope you’re as excited as we are about the possibilities brings to all kinds of businesses. For more information on, go right to the source at