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Insights

The Insights feature in Thena provides analytics and reporting tools to help you understand your support operations and make data-driven decisions. This guide explains how to use Insights effectively.

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What are ticket insights?

Ticket insights are analytics and reports that help you understand your support operations, identify trends, and measure performance. They transform raw ticket data into actionable information.

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Accessing insights

To access the Insights feature:

1. Log in to your Thena dashboard.
2. Navigate to the Insights section.
3. View the default dashboard or select a specific report.
4. Use the filters to customize the data view.

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Standard reports

Thena includes several standard reports:

• Ticket volume: Track ticket volume over time by various dimensions.
• Response time: Measure how quickly your team responds to tickets.
• Resolution time: Track how long it takes to resolve tickets.
• SLA compliance: Monitor adherence to service level agreements.
• Agent performance: Evaluate individual agent metrics.
• Customer satisfaction: Track customer satisfaction scores.

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Creating custom reports

To create a custom report:

1. Navigate to the Insights section in your Thena dashboard.
2. Click the “Create Report” button.
3. Select the metrics you want to include.
4. Choose dimensions for grouping and filtering data.
5. Configure visualization options.
6. Save and name your report.

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Dashboards

You can create dashboards to display multiple reports in one view:

1. Navigate to the Insights section in your Thena dashboard.
2. Click the “Dashboards” tab.
3. Click “Create Dashboard” or select an existing one.
4. Add reports to the dashboard.
5. Arrange and resize reports as needed.
6. Save your dashboard configuration.

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Data visualization

Thena supports various visualization types:

• Tables: For detailed data views.
• Line charts: For tracking trends over time.
• Bar charts: For comparing values across categories.
• Pie charts: For showing proportions.
• Heat maps: For identifying patterns in complex data.
• Gauges: For displaying performance against targets.

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Data export

You can export report data for further analysis:

1. Open the report you want to export.
2. Click the “Export” button.
3. Select the export format (CSV, Excel, PDF).
4. Configure export options if needed.
5. Click “Export” to download the data.

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Scheduled reports

You can schedule reports to be sent automatically:

1. Open the report you want to schedule.
2. Click the “Schedule” button.
3. Select the frequency (daily, weekly, monthly).
4. Specify recipients.
5. Configure delivery options.
6. Click “Save” to activate the schedule.

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Report sharing

You can share reports with team members:

1. Open the report you want to share.
2. Click the “Share” button.
3. Enter the email addresses of recipients.
4. Set permission levels (view, edit, manage).
5. Add a message if needed.
6. Click “Share” to send the invitation.

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Best practices

• Start with the standard reports to understand basic metrics.
• Create custom reports for specific business questions.
• Use dashboards to monitor key performance indicators.
• Schedule regular reports for stakeholders.
• Combine quantitative data with qualitative feedback for a complete picture.
• Regularly review and update your reports as business needs change.