A dashboard can show that a metric changed.
But CX teams also need to understand what contributed to that change, which tickets need attention now, and how performance varies across their operation.
That’s where analytics can become difficult to use.
When teams can’t move from a metric to the tickets behind it, or bring key signals into one view, they have to piece together the story themselves. The upgraded Closedloop Analytics experience is designed to make that investigation more direct.
What has been upgraded?
The upgrade is a redesigned Analytics experience for reviewing CX performance across closed-loop outcomes, SLAs, root causes, segments, and support staff.
It brings these analytics together in a structured dashboard, with drilldowns from supported metrics to filtered ticket lists. Workspace admins can configure which widgets appear and share the dashboard with external stakeholders through a public link.
The idea is simple:
CX metrics → The tickets behind them → A clearer view of performance
See What Needs Attention Right Now
The upgraded Analytics now separates these “Right now” Attention KPIs in a prominent way. The Attention view includes:
- SLA-breached tickets
- Unassigned tickets
- Critical-aging tickets
These indicators are dependent on the selected reporting period, so teams can review current conditions as well as historical trends.
Follow Supported Metrics Into the Ticket List
A metric can raise a question. The next step is finding the tickets related to it.
Analytics now supports drilldowns from applicable metrics to the corresponding filtered ticket list. The drilldown combines the current Analytics filters with the filters for the selected metric.
Period-based metrics carry the selected reporting period into the ticket list. “Right now” Attention KPI drilldowns aren’t restricted to that period.
This gives teams a direct path from supported measures to the tickets contributing to them.
Review Performance Across the Customer Experience
CX performance includes more than one outcome. Closedloop Analytics brings together measures across several areas:
- Closed-loop outcomes: Winback completion, Loop FCR, detractor recovery, and Winback NPS.
- SLA and resolution performance: SLA compliance, average resolution time, created versus resolved tickets, and resolved ratio by priority.
- Diagnosis: Ticket type, priority, survey source, root causes, and actions taken. Root Cause Analysis is available in a fishbone view with drilldown support.
- Segments: Ticket volume and average resolution time across selected segments.
- Support staff: Queue ownership and related performance metrics available in the dashboard.
Teams can select a reporting period using Last 7, Last 30, or Last 90 days; This month; Last month; or a custom date range. Trend charts adjust their granularity based on the selected period.
Configure the Dashboard for Your Workspace
Different workspaces may want to focus on different analytics.
Workspace admins can show or hide configurable widgets, choose count or percentage display for charts where both modes apply, and select between 1 and 8 segments when segment options are available. Attention widgets remain visible.
These settings apply at the workspace level, giving workspace users a consistent Analytics experience.
Sometimes CX performance needs to be shared with people outside the product.
Analytics now lets users enable dashboard sharing and copy a public link. External viewers can access the shared dashboard without product access. Password protection is available as an option.
