Live Statistics

Monitor performance in real-time

Stay in the know. Get a quick overview of ticket volume, agent activity and active channels in real time.

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Live Statistics

Full visibility, full control, fully remote

See your team’s hard work in real time

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.

Live Statistics
Live Statistics

Who’s working on what?

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.

Use filters for a deeper look

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.

Live Statistics
Live Statistics

Live Statistics
“Performing generic customer service tasks outside of Gorgias takes around 17 seconds per ticket, while inside of Gorgias it takes only around 1.5 seconds per ticket. It’s about 335 customer service hours a year we’re saving!”

Amanda Schermerhom, Director of Operations, Darn Good Yarn

More examples of Help Centers built with Gorgias

Improve your performance with live statistics

Who’s online?

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.

Accurate self-evaluation

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.

Filtered views

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.

Fuel for teamwork

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.

Live feed for a better future

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.

Stay agile and in control

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.

Start seeing the impact from the first week

Deflect tickets
30% of all inquiries are about order status, returns and cancellations. You can automate these inquiries using self-service and managed rules.
24/7 support
Customers shop online 24/7. With self-service, your customers can get the help they need outside business hours, without the overhead cost.
Generate revenue
Customers are more likely to make a purchase if their product questions are answered. FAQ in chat helps educating customers and promote your brand.

Join 10,607+ merchants offering exceptional ecommerce support

Stay in the know with real-time performance metrics in Gorgias

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