Admin Console
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%{requests} |
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%{num} request |
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%{num} requests |
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%{detractors} |
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%{promoters} |
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%{visitors} |
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%{num} unique visitor |
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%{num} unique visitors |
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%{num_visits} |
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people |
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You responded to 0 messages received in the last %{formatted_points}. |
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Questions or feedback |
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The amount of time a user has to wait for a response when contacting support is grouped into 4 grades: messages that get a response in under an hour get an <strong>"A+"</strong> (100), 1-4 hours gets an <strong>"A"</strong> (95), 4-24 hours gets a <strong>"B"</strong> (85), and over 24 hours gets an <strong>"F"</strong> (55). Messages that have not received a response are not included. |
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Here's the wait time breakdown of the %{message_count} graded from %{start_date} to %{end_date}: |
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Average grade |
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Weekdays |
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Overall, your average grade is <b>%{formatted_score}</b>. |
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That's <b>%{change}</b> over the previous %{period}. |
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Your grade for the previous period was <b>%{formatted_previous_score}</b> |
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Average wait time |
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On average, <b>users waited %{average}</b> to get a response. |
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That's <b>%{change}% %{direction}</b> than the %{average} average from the previous %{formatted_points}. |
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The good news is that <b>averages can be very misleading.</b> Most users waited less than %{time} to receive a response. This is great! |
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Most users had to wait longer than the %{time} average to receive a response. |
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During the previous period, users waited, on average, <b>%{previous_average}</b> to get a response. |
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Average wait time |
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Weekdays |
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Distribution of incoming messages |
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You responded to <b>%{count}</b> received in the last %{formatted_points} (roughly %{rate}/%{granularity}). |
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That's <b>%{direction} %{change}%</b> over the previous %{formatted_points}. |
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In the previous period you responded to <b>%{previous_count}</b>. |
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Here are incoming messages distributed by %{granularity}, segmented by how long users waited for a response: |
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Weekdays |
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It's also helpful to see how many messages users typically send on days and hours of the week, and how long they usually have to wait for a response. |
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In the punchcard chart below, <strong>circle size</strong> indicates the number of messages received and <strong>circle color</strong> indicates the how long users waited to receive a response. Areas with a <strong>blue background</strong> indicate <em>coverage</em> (times when agents are regularly responding to tickets). |
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Graded messages |
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Average grade |
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Average wait time |
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Hourly averages |
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Graded messages |
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Average grade |
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Average wait time |
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<b>Coverage:</b> You have an average of %{agent_count} agents with %{response_count} responses on %{day_and_time}. |
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Awaiting first response |
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Median open time |
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Host |
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Source: %{source} |
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Include 1 attachment |
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Include %{count} attachments |
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Project |
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