Analytics Dashboard

This guide walks you through each section of the Hello Analytics Dashboard, helping you interpret insights, make decisions, and monitor support performance effectively.

1. 🎯 Active Tickets

This section shows the total number of support tickets that are currently unresolved. It gives a real-time view of the active workload.

You can view how many tickets are assigned to individual agents, bots, or teams. Tickets not assigned to anyone are marked as "Unassigned." The total ticket count helps managers quickly assess how much work is pending and whether the current support team size is sufficient.

What you can analyze:

• Overall ticket backlog

• Team and bot efficiency

• Unassigned ticket volume indicating possible gaps in workflow

2. 🌐 Ticket Distribution by Channel

This section helps you understand which communication channels your customers are using to raise tickets. It includes all ticket statuses—open, closed, spam, or snoozed.

What you can analyze:

• Volume of tickets from each channel (like WhatsApp, Email, Facebook, etc.)

• Preferred channels among users

• Where to focus support resources (e.g., if most tickets come from chat or WhatsApp)

3. 👨‍💼 Ticket Assigned to Agent

This section allows you to view how tickets have been distributed among agents and teams over time.

Use the filter to drill down into specific agents or teams. This helps monitor workload and identify if certain agents are over- or under-utilized.

What you can analyze:

• Agent-wise or team-wise ticket allocation trends

• Workload balance and reassignment needs

• Historical performance monitoring

4. 📥 Ticket Received by Inbox

This section offers a breakdown of tickets received across different inboxes and channel types over the last 30 days by default.

You can filter inboxes to understand how specific teams or departments are managing their tickets and which inboxes receive the highest volume.

What you can analyze:

• Ticket inflow per department or channel

• Inbox-specific trends

• Need for inbox/channel optimization

5. 🏆 Top Performer

This section showcases the most efficient agents or teams based on the number of tickets closed within a selected time range.

Using the custom date filter, you can evaluate performance for a specific time period, helping identify and reward high-performing agents or teams.

What you can analyze:

• Most productive support agents or teams

• Time-bound performance comparisons

• Basis for appraisals and incentive decisions

6. 🤖 ChatBot Involvement in Ticket Resolution

This section highlights how well your chatbot is helping resolve customer tickets.

It shows total tickets involving bots, how many were resolved by bots without human help (resolution rate), and how many required agent takeover (fallback rate). This includes all chatbot types—LEX, ChatGPT, MSG91.

What you can analyze:

• Chatbot effectiveness in first-level query resolution

• Volume of human handovers required

• Opportunities to improve chatbot workflows

7. 📊 Peak Day Analytics

This section displays the number of new tickets generated each day. It helps you identify patterns and predict when support demand is highest.

With date filters, you can analyze trends over different time periods and plan staffing accordingly.

What you can analyze:

• Ticket creation trends by date

• High-load periods to plan team availability

• Impact of campaigns or incidents on support traffic

Use this dashboard as your control center to monitor, optimize, and drive performance across all support functions within Hello.