Advanced Analytics & Reports for Smarter Support
Track, analyze, and improve your support system with powerful Analytics & Reports for tickets and knowledge base.
See Analytics in Action
Watch how easy it is to track tickets, monitor team performance, and analyze knowledge base usage—all from one unified dashboard.
Everything You Need in One Dashboard
Get a complete overview of your support performance in one place.
Total Views & Engagement
Track how many tickets you receive, average response times, and resolution rates. See engagement trends over time.
Satisfaction Rate
Monitor customer satisfaction scores and feedback. See which agents and articles get the highest ratings.
Search Performance
See what customers search for in your knowledge base. Identify popular topics and content gaps to create better documentation.
Ticket Status Overview
View all tickets by status: open, in progress, pending, or closed. Monitor ticket flow and identify bottlenecks in your support process.
Agent Metrics
Track individual agent performance: tickets handled, average response time, resolution rate, and customer satisfaction scores.
Responsive Dashboard
Monitor response times and resolution rates in real-time. Ensure you’re meeting SLA targets and improving support speed.
Comprehensive Analytics & Reports for Tickets and Knowledge Base
Gain actionable insights into customer queries, article performance, and team efficiency with real-time data.
Top Performing Docs
See which articles get the most views, helping you understand popular topics.
Top Search Queries
Discover what customers are searching for most inside your knowledge base.
Searches With No Results
See what customers search for but can’t find. Identify missing content and create articles to fill gaps in your knowledge base.
Category Insights
Track which categories get the most views and engagement. See which topics customers care about most.
Ticket Volume Reports
Track open, pending, and resolved tickets within custom time ranges.
Agent Performance
Measure ticket handling efficiency, resolutions, and response times per agent.
Response Time Metrics
Analyze first response time and average resolution time to meet SLAs.
Customer Feedback
Collect and review satisfaction ratings to improve support quality.
Tickets by Category
See which ticket categories receive the most volume. Identify common issues and allocate resources accordingly.
Smarter Data-Driven Decisions
Make informed decisions with advanced support metrics.
Real-Time Updates
Instant visibility into tickets and article performance.
Agent Tracking
Monitor workload and resolution speed.
Live Benchmarking
Compare response times and satisfaction scores.
SLA Monitoring
Track compliance with service level goals.
Analytics Dashboard Features:
- Unified dashboard for all metrics
- Knowledge base article performance
- Chatbot conversation analytics
- Customer satisfaction ratings
- Agent workload distribution
- Real-time data updates
Powerful Features for Analytics & Reports
Provide essential support functionality for more accurate, efficient responses, and build lasting customer loyalty.
Deep Insights Without Limits
Never run out of data. Our platform gives you unlimited analytics reports, so you can always track how tickets and knowledge base articles perform. No hidden restrictions, no hidden costs.
- Number of reports you can generate
- Historical data you can access
- Custom date ranges for analysis
- Scalable for growing teams
Smarter Team Collaboration
Turn raw data into teamwork. Support Genix lets agents share notes, assign responsibilities, and monitor each team member’s progress toward shared goals.
- Share reports via secure links
- Tag team members in analytics discussions
- Set up automatic report emails
- Collaborative performance reviews
Unlock Smarter Support With Analytics & Reports
Make data-driven decisions, improve efficiency, and deliver exceptional customer experiences.