Analytics
Admins now have a dedicated Analytics page to monitor case performance, agent productivity, and form engagement across the workspace—filtered by date range, owner, or flow.Overview
The Overview tab gives you an at-a-glance summary of your workspace: active cases, closed cases, average resolution time, and average satisfaction rating. Two charts—daily case activity and case age distribution—let you spot trends and backlogs before they become problems. For example, use the daily case activity chart to identify spikes in incoming requests and correlate them with team capacity.
Cases
The Cases tab breaks down resolution performance by flow: average resolution time, median resolution time, and resolution rate per template. For example, pinpoint which flows consistently take the longest to close and prioritize process improvements there.
Owners
The Owners tab surfaces per-agent performance so managers can see who is handling the most cases and how quickly. For example, compare resolution times across your team to identify where coaching or workload balancing is needed.
Forms
The Forms tab tracks Smart Checklist engagement: forms created, forms completed, completion rate, and average completion time—broken down per form. For example, identify which checklists have low completion rates and adjust them to remove friction.