Helpdesk reporting basics
Reporting shows how support is performing across channels. Use it weekly to spot slow replies, recurring product questions, or escalation spikes after a sale.
Combine Agentra metrics with your own quality reviews for a full picture.
Metrics worth watching
- First response time by channel
- Share of conversations resolved by the AI Agent
- Escalation rate after AI involvement
- Open backlog and unassigned count
Turn insights into action
If the same pre-sale question escalates often, add or improve a Knowledge article. If response times slip, adjust staffing or enable more AI permissions for routine lookups.
Related articles
Helpdesk overview
Learn how the Agentra helpdesk brings every customer conversation into one place.
Assign and collaborate on conversations
Keep ownership clear with assignment, tags, notes, and team handoffs.
Inbox filters and views
Organize the helpdesk with filters so agents focus on open, unassigned, or tagged conversations.
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