Analytics tab

Updated 4 months ago by Andrew White

An important part of any team member’s job is resolving co-workers’ requests. But sometimes you want to go beyond the one-offs and see how your team is performing. Other times, team leads want a birds-eye view of request themes and how they change over time. Based on customer feedback, we’ve designed and built reports identifying trends across your requests. In addition to showing standard metrics like request volume, this dashboard includes insights like auto-resolution rate over time and most popular request types.

Analytics are available in app for users on Spoke Standard and Plus plans.

Overview

  • Total number of requests
  • Average Auto-resolution rate
  • Requests per month
    • Hover over the graph to see a breakdown
    • Click on the graph to drill down into the numbers.
  • Auto resolution rate
    • Use the + in the lower left to report on more months
    • Use the - in the lower left to report on fewer months
  • Most popular request types, past 30 days - Hover over the report and select the funnel in the top right of the table to filter this report.
  • Top requesters, past 30 days - Hover over the report and select the funnel in the top right of the table to filter this report.

Team activity

  • Team requests - hover over the chart for a more granular breakdown
    • Requests not filed to a team (Unfiled requests) will be listed under "Null"
  • Team performance, past 30 days - Select "Ticket Status" or "Team name" from the header to reorder this table.
  • Team member average first response time (in hours) - Select "Week" or "Team name" from the header to reorder this table.
  • Team member average resolution time (in hours) - Select "Ticket Status" or "Team name" from the header to reorder this table.

  • Most popular KB resources, all time - Hover over the report to reveal the filter icon in the top right.
  • KB resources added over the last 30 days - Hover over the report to reveal the filter icon in the top right.


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