Get a quick overview of your ticket volume with details that matter. See how many tickets are created, replied and closed as they happen live. Compare the trend of tickets created to tickets replied to notice spikes in volume early on. Quickly react without needing to contact your team personally or be physically there.
Get microscopic detail on who’s working on what, without needing to interfere or navigate multiple screens. See the total number of open tickets currently being helped by each team member, and the breakdown by channel. Compare tickets closed to messages sent and monitor online time to track your team’s efficiency.
Filter by an individual agent or channel to focus the metrics you’re viewing in Live Statistics. Easily determine if a channel or group of channels need your attention. Know which agents to coach to improve your team’s efficiency.
Easily monitor who’s online and offline. Know when an agent signed in for work, and when they were last seen online. We count every hour and every minute to reflect the exact amount of time each agent is spending on Gorgias, so you don’t have to rely on third-party data.
Have all of your team members use Live Statistics in Gorgias. Let your agents see their own metrics so they can use this feedback to improve and be proud based on data — not just feelings.
Use Filters to determine where you can make the most impact. Quickly identify the channels causing the volume to spike, and coach the agents who need your help the most.
Review Live Statistics together as a team. Let your agents take ownership and collaborate to develop new strategies to reduce resolution time and improve on other metrics.
Monitor real-time metrics to inform on the rest of your operation. Use Live Statistics to move customer support closer to what’s happening with delivery, shipping and inventory.
Get a bird's eye view or zoom in to see full details on the exact tickets and customers that are being helped in real time. Control your agents’ queues (for example, a new agent’s queue) without any interruptions, to help performance and remove stress.