Introduction
Analytics shows how the human side of your agents is performing: how many interrupts arrive, how quickly they're answered, what kinds of work dominate, which decisions reviewers make, and how the load is spread across teams and members. It's the page to open when deciding where to tighten or loosen the reins - which classifications need a faster team behind them, whether reviewers are keeping up, and when in the week the work actually lands.
Analytics lives at Analytics in your organisation's sidebar (or press g then a).
Availability
Analytics is a Pro feature. Free organisations see an upgrade prompt in its place - the page's link stays in the sidebar so members know it exists. A Pro trial unlocks it in full; see Billing.
Members also need the analytics.view permission. The built-in Manager and Developer roles have it, Human does not (a reviewer sees You don't have access to Analytics), and Owner holds everything. Grant it to custom roles under access control. Analytics is a dashboard-only feature: there is no API for it, and API keys cannot query it.
Timeframe and scope
Two controls sit above the charts:
Timeframe - the last 7, 30 (default) or 90 days, counted in whole UTC days up to and including today. Where a number is compared with "the previous window", that means the equal-length stretch immediately before it.
Scope - what the numbers are filtered to:
| Scope | Effect |
|---|---|
| Global (default) | The whole organisation. |
| Team | Only interrupts assigned to members of the chosen team. The by team chart still shows every team, with the selected one highlighted. If you haven't created any teams the picker says No teams yet. |
| User | Only interrupts assigned to the chosen member. The by member chart still shows everyone, with the selected member highlighted. |
Both controls are kept in the page URL, so a particular view can be bookmarked or pasted to a colleague.
Who gets the credit
Numbers are credited to an interrupt's current assignee. Reassigning an interrupt moves it - and its answer time - to the new person, and interrupts with no assignee count towards the organisation but towards nobody's row. A member who belongs to several teams counts towards each of them, so team figures needn't add up to the organisation total.
Freshness
Analytics is computed live from your data each time the page loads or a control changes - there is no nightly batch, so what you see is current to within a minute. Charts hold their previous frame while a new filter loads, dimming slightly until the fresh numbers arrive.
All day and hour buckets are in UTC. The arrivals heatmap says so in its footnote; keep it in mind when reading a daily chart from a time zone far from UTC, where "today" will be partial and a late evening may spill into tomorrow's bar.
The metrics reference explains each tile and chart and exactly how it's calculated.