Using overview stats on PipeOne: a simple guide
PipeOne offers a suite of overview statistics that help teams track and improve customer support performance. Here’s a clear breakdown of the key stats you’ll find and how they can help your team.
PipeOne provides a comprehensive set of overview statistics to help teams monitor and enhance customer support performance. All metrics described below are calculated for the period you select in the header, so you can analyze trends and performance for any specific timeframe.
Tickets overview stats (selected period)
New: Number of tickets created, indicating incoming workload.
Solved: Tickets resolved and closed.
On Hold: Tickets paused, often awaiting customer response or further information.
Ongoing: Tickets actively being handled by agents during the period.
First reply time: Average time taken for an agent to send the first response after a ticket is opened.
Solved time: Average time taken to fully resolve and close tickets.
Agent touches: Number of agent interactions per ticket, showing effort required per case.
These metrics help managers understand ticket flow, agent responsiveness, and identify bottlenecks within the chosen date range.
Conversations metrics
Opened: Total number of new conversations started by clients.
Closed: Conversations resolved and ended during that timeframe.
Tracking these helps teams gauge support volume and closure rates for the period, ensuring all queries are addressed.
Heatmaps
Heatmap of opened tickets: Visualizes when most tickets are created (by hour and weekday), highlighting peak workload times.
Heatmap of closed tickets: Shows when tickets are typically resolved, helping teams align staffing.
Heatmaps make it easy to spot trends and adjust schedules for better coverage.
Performance Metrics
Average first response time: Measures how quickly agents reply to new tickets.
Average resolution time: Tracks the typical time to resolve tickets, reflecting efficiency.
Monitoring these helps teams set and achieve service level goals relevant to the current business cycle.
Ticket creation patterns
Percentage of tickets created by hour: Shows which hours see the most ticket activity.
Percentage of tickets created by Weekday: Reveals which days are busiest.
Understanding these patterns allows managers to optimize staffing and resources based on actual demand.
Ticket Categories and Types
Top 10 ticket categories: Lists the most common ticket subjects or issues for the selected timeframe, helping identify recurring problems.
Ticket types breakdown: Shows the proportion of different ticket types (e.g., question, incident, problem, task), so teams can tailor responses and prioritize effectively.
Summary table
| Metric | What It Shows |
|---|---|
| New, Solved, On Hold, Ongoing | Ticket status and workload |
| First Reply Time, Solved Time | Agent responsiveness and efficiency |
| Agent Touches | Effort per ticket |
| Opened/Closed Conversations | Support volume and closure |
| Heatmaps (Opened/Closed) | Peak times for tickets |
| Avg. First Response/Resolution Time | Service levels |
| % Tickets by Hour/Weekday | Ticket creation patterns |
| Top 10 Categories, Types Breakdown | Common issues and ticket types |
PipeOne’s overview stats give teams the visibility they need to manage support operations, improve response times, and deliver better customer experiences