Agent Helper Analytics Overview

The Overview tab in Agent Helper Analytics provides Support Managers with a real-time, at-a-glance summary of case activity, resolution trends, and the overall impact of Agent Helper on support efficiency.

It consolidates key performance indicators (KPIs) such as total cases, closed cases, time-to-resolution, and feature usage to help teams assess performance, track adoption, and identify improvement areas.

Accessing the Overview Tab

  1. Navigate to Analytics → Agent Helper Analytics.

  2. Click the Overview tab.

  3. Select a date range from the filter panel.

    • The default range is set to Last 30 Days (rolling).

    • You can also select Month to Date, Quarter to Date, or choose a Custom Range.

    Note: Data is filtered based on case closure date to ensure that both case activity and Agent Helper usage occurred within the selected period.

    Fig: A snapshot of Agent Helper Overview screen.

Metrics

Total Created Cases

Displays the total number of support cases currently present in the CRM (all statuses). It is calculated using the Created Date of the case.

Total Closed Cases

Shows the total number of cases that have been successfully closed in the selected date range.

Cases Resolved with AH (Count & Percentage)

Displays both the count and percentage of closed cases where at least one qualifying Agent Helper feature was used before closure.

Formula:

Qualifying Features:

  • Response Assist (Copy to Clipboard used)

  • Case Summary (Regenerate used)

  • Swarming initiated (Slack/Email triggered via AH)

Note: For reopened cases, the initial closure event is always considered the official closure, regardless of how many times the case is reopened. Subsequent reopenings do not affect resolution metrics or time calculations.

Average TTR (Time to Resolution)

Displays the average number of days taken to resolve cases where Agent Helper was used.

Swarming Sessions Initiated

Shows the number of cases where Intelligent Swarming was triggered through Slack or email via Agent Helper.

Response Assist Case Count

Displays the total number of distinct cases where the Copy to Clipboard action was used in Response Assist.

Download Option

Click the Download icon or Email icon on the top-right corner of the Overview tab to export the data for offline review or reporting.