Insights

Insights give you an overview of your support workload allowing you to analyze trends, identify improvement areas and answer questions like:

• Are we prioritizing support requests correctly?
• What product areas are creating most of our support volume?
• What companies are we speaking with most?
• Are we becoming more efficient?
• And lots more

Using Insights

You can access Insights from the left sidebar of the Plain app or by hovering over a Label, Tier, Group or Company tag on a thread.

Insights give you the following metrics and much more:

1. Support volume: The number amount of threads in your queue at any given point in time.
2. First response time: How quickly your customers receive a first reply from you.
3. Resolution time: How long it takes you to resolve support requests.

Each metric is broken down to display the median and 90th percentile for either the current day, last 7 days or last 28 days. You will also see a volume breakdown of each metric by Company, Tier, or Label and whether the metric is trending upward or downward.

Get a birds-eye view

At the top of the Insights page you will see the overall health of your support. How is your queue looking? Are you keeping up with your response time targets? Are you resolving your customers requests quickly?

Get into the details

In each section of Insights, you will see a breakdown of your support by Channel, Company, Group, Label, Priority and Tier. This lets you see which attributes of a support request might be contributing to slower response times or increased volume.

Check in from anywhere in Plain

Hover over any Company, Group, Label or Tier in Plain to instantly see a view of recent support volume. This is a great way to proactively identify trends in your data and improve your workflow.

If you’d like to see additional metrics that aren’t displayed in our Insights page or to receive an export of the data to pipe into your own BI tool, please send us an email at [e-mail].

The Metrics

Now, the nerdy bit - this is a breakdown of the exact metrics we show in Insights and how they’re calculated. Note - All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier.

Support volume

Metric	Definition
Queue size	A snapshot of the number of threads in todo over time, updating hourly.
New threads created per day	A count of new threads being created.
Threads re-opened per day	A count of threads that transition back to Todo from either Snoozed or Done.
Threads moved to Done per day	A count of threads transitioned to Done.

First response time

Metric	Definition
First response time - Median	The median time it takes for your team to send the first reply.
First response time - 90th percentile	The 90th percentile time it takes for your team to send the first reply for support requests that start off slower.

Resolution time

Metric	Definition
Resolution time - Median	The median time between the first inbound message and the last outbound message for threads marked as Done.
Resolution time - 90th percentile	The 90th percentile time between the first inbound message and the last outbound message for threads marked as Done.