To access the Customer Support Analytics dashboard (previously the Hi5 Customer Support dashboard), log in to your Cleeng account > go to the Customer section (in the main navigation, on the left-hand side) > choose Customer Support Analytics.
Data in the Customer Support Analytics dashboard
The Customer Support Analytics dashboard provides insights on customer support activities to broadcasters who use Hi5.
The dashboard includes information on inquiries handled by the Hi5 Support Team (support ticket data), while tickets handled by the Hi5 chatbot (chatbot support data) are not included in this report.
The data in the Customer Support Analytics dashboard is refreshed every 15 minutes.
How to use the Customer Support Analytics dashboard?
The Customer Support Analytics dashboard provides you with some great insights allowing you to actively monitor your user inquiries using real-time data. It shows you an overview of the number of tickets, contact reasons, customer support performance, and inquiry rate. You can filter the data by date, user’s device, and ticket status using filters at the top of the dashboard.
Understanding your customer inquiries will allow you to proactively address viewer concerns, adjust your business strategy, and improve the overall user experience.
Filters located at the top of the dashboard are a quick way to adjust your search and access the information you’re looking for. You can filter the tickets by:
- Ticket status
Once you specify the filter settings, click on the Reload button in the top right corner to apply your filters.
Key insights from the Customer Support Analytics dashboard
Tickets received – The number of support tickets received in your selected date range.
Open tickets – The number of tickets received in the selected date range that are currently assigned to a support agent.
One-Touch Ticket Rate – The percentage of tickets that were solved after one agent reply.
Received Tickets Trend – The number of tickets received daily in your selected date range.
Received Tickets by Contact Reason – This breaks down customer tickets received by the reason for the inquiry and shows the 10 most frequent contact reasons.
Inquiry Rate – This shows you the relative volume of tickets received over the last 30 days compared to the total number of transactions processed in the same timeframe. It is calculated as (tickets received/transactions processed).