Channels & CSAT
Route: /org/resolve/analytics?tab=channels · Permission: View the Channels & CSAT analytics tab (source mix, category hotspots, CSAT trend).
1. What this tab answers
Source mix, category hotspots and the CSAT trend.
This tab has its own permission
Each of the seven analytics tabs is separately permissioned. Holding analytics.channels shows this
tab and no others — two colleagues can legitimately see different tab sets. See
Analytics overview.
2. Where the numbers come from
Everything here is derived from ticket activity — nothing is entered directly:
| Metric family | Derived from |
|---|---|
| Volume and status | Ticket creation and workflow statuses |
| SLA figures | SLA policies and business hours |
| Category breakdowns | Ticket Classification |
| Agent figures | Agents and assignment |
| CSAT | Post-resolution survey responses |
A reporting gap is usually a configuration gap
If a chart is empty or implausible, check the configuration before the data. Tickets with no
classification never appear in a category breakdown; tickets with no matching SLA policy show as
NO SLA and are excluded from breach rates.
3. Don't confuse this with…
| These two | Differ by |
|---|---|
| Analytics vs Executive Telemetry | Seven permissioned report tabs vs one fixed KPI dashboard |
| Analytics vs Resolution Queue | Trends over time vs the live work list |
| My Performance vs Agent Performance | Your own tickets vs every agent |
| Team Manager vs Executive | One team's operational detail vs organisation-wide outcomes |
4. Troubleshooting
| Symptom | Cause |
|---|---|
| Tab missing | You do not hold View the Channels & CSAT analytics tab (source mix, category hotspots, CSAT trend). |
| Charts empty | Wrong project, or no tickets in the period |
| Category chart sparse | Tickets are unclassified |
| SLA figures look wrong | Check business hours and the Biz Hours Only flags |