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1. General

On this tab, we have analytics for resolution-type cases, refunded amounts, and the CSAT score.

First, we need to select dates, time zone, and CSAT. Then, click the Apply button.

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After applying to the first Cases card, we can see the resolution type's analytics.

  • Resolved - how many user queries were resolved
  • Dropped off - how many times it was dropped off
  • Agent fallback - how many user queries went to Contact Support

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On the second Refund Amount card, we can see the Total refunded amount for the applied dates.

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On the third CSAT Score card, we can check an Average CSAT for the applied dates.

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If you scroll down, you can the Heatmap and Drop off tabs.

Heatmap​

On the heatmap, you can check each node and how many users have reached the nodes.

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Drop off​

On the drop-off tab, you can check where exactly the drop-off happened.

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