To help you understand what is going on behind the scenes in your teams we've developed Analytics, which give you insight into the most important aspects of your team's work in Back.

On top of the Analytics page, you'll find a set of filters, which help you slice the data by team, request category, and the assignee. Below you'll see several charts, each representing one metric. On the top right of the page, you'll also find the Download button, allowing you to export all the data as a CSV file.

Analytics filters

On the left side of the filter bar, you are able to select one team and one or more categories and assignees to filter on. The resulting data is then scoped to the selected items only. Only the current team, category, and assignee of a request are considered by the filter.

💁🏻‍♀️ Data displayed in the charts is always aggregated, taking the filters into consideration. If you want to see the data split by category or by assignee, you can use the Download feature to download a CSV with the split.

Date picker

On the right side, you can pick the date range for the data. You can pick any period, from just a couple of days to months, or even years, and we'll automatically adjust the granularity:

  • Per day if period =< 30 days is selected

  • Per week if period =< 90 days is selected

  • Else per month

You can also quickly select the last 7 / 30 / 90 days using the shortcuts at the bottom of the date picker

Charts and metrics

Requests created

Number of requests created within the time period (per unit of time and in total), with the most frequently assigned category and assignee as additional info.

Requests solved

Number of requests resolved within the time period (per unit of time and in total), with the most common category and assignee of those requests as additional info.

Time to first response

Median time to first response within the time period, based on the creation time of a request.

💁🏻‍♀️ Time to first response for a request is calculated as the difference between the creation time of a request and first reply sent by an expert (or Back) to the employee (incl. forms).

Time to resolve

Median time to resolve within the time period, based on the resolution time of a request.

💁🏻‍♀️ Time to resolve for a request is calculated as the difference between the creation time of a request and the last resolution time, excluding the time request was on hold.

SLA breach

Number of requests that have breached the SLA rule for response or resolution time, based on the creation time of a request.

Downloads

To get a more detailed look at your data you can download a CSV file with all the data, either aggregated or split by category or assignee.

To download the data simply select the combination of filters (team, category, assignee) and the time period, click on the Download icon in the top right corner, and choose whether you want to see the data aggregated, or split by either category or assignee. Click on Download to get the CSV with the raw data.

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