How to Use the Reporting Dashboard

Track your support team’s performance with visual reports and exportable data. The reporting feature gives you insights into ticket volume, agent productivity, and category trends. This is a Pro feature.

Accessing Reports

Go to Support Genix > Reports in the WordPress admin dashboard.

Report Types

Category-Based Reports

View ticket metrics broken down by ticket category (e.g., “Billing”, “Technical Support”, “General”).

• See how many tickets each category receives.
• Identify which categories have the most unresolved tickets.
• Compare response volume across departments.

Includes:

• All Categories (aggregate view)
• Individual categories
• Uncategorized tickets

Agent-Based Reports

View ticket metrics broken down by support agent.

• Track individual agent workload and productivity.
• See which agents close the most tickets.
• Identify agents with high “needs reply” counts.

Includes:

• All Agents (aggregate view)
• Individual agents
• Unassigned tickets

Metrics Tracked

Each report shows four key metrics:

Filtering Reports

Date Range

Select a custom date range for your report:

1. Click the date picker.
2. Choose a Start Date and End Date.
3. The report updates automatically.

Default: Last 30 days.

Chart Type

Toggle between two visualization types:

• Bar Chart — Best for comparing discrete values across categories or agents.
• Line Chart — Best for showing trends over time.

Time Grouping

The system automatically groups data based on the date range you select:

Reading the Charts

The report displays a chart with:

• X-axis — Time periods (days, months, or years).
• Y-axis — Count of tickets/responses/closed/need-reply.
• Legend — Color-coded labels for each metric.
• Hover — Hover over data points to see exact values.

Below the chart, a data table shows the same information in tabular format with totals at the bottom.

Exporting Reports

Download your report data as a CSV file:

1. Configure the report (date range, type, category/agent).
2. Click the Export button.
3. A CSV file is downloaded with the filename format: {timestamp}-sg-report-{type}-{date-range}-{domain}.csv

The CSV includes:

• Column headers matching the report metrics.
• One row per time period.
• A totals row at the bottom.

Use Cases

Weekly Team Review

• Set date range to the last 7 days.
• View agent-based report to see who handled the most tickets.
• Check “Need Reply” count to find tickets falling through the cracks.

Monthly Category Analysis

• Set date range to the last month.
• View category-based report.
• Identify categories with growing ticket volumes that may need more staff or better documentation.

Quarterly Performance Review

• Set date range to the last 3 months.
• View agent-based report.
• Export CSV for detailed analysis in a spreadsheet.

Related Docs

• Scheduled Report Emails
• Admin Dashboard Overview