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Reports & analytics
Volume, SLA, CSAT trends, agent leaderboard, AI metrics.
6 articles
- CSAT trendsAverage score over time, response rate, top positive and negative comments, and a low-score drill-down. The signal that says whether your support is actually working.
- AI metricsTokens, cost on your BYOK key, confidence histogram, deflection rate, top topics, and the KB sources the AI cites most. The page that justifies the AI line item.
- Agent leaderboardPer-agent conversations handled, AI-handled percent, first-response time, CSAT, and mentions. Use it for one-on-ones and load balancing.
- SLA metricsMedian first-response, median resolution, percent within SLA, breaches, and warnings. All measured against your office-hours window.
- Volume metricsTickets created, tickets resolved, response rate, and channel split. The fastest way to spot a volume spike or a resolution gap.
- Reports overviewA tour of Ochre's analytics dashboard: where it lives, what each section answers, and how to read the default 30-day window.