Theymes gives you full flexibility in how you analyze ticket performance by allowing ticket metrics to be viewed from two perspectives: overall ticket performance or agent-specific performance. By applying the assignee or team breakdowns, you can seamlessly switch between these views and uncover both global trends and individual performance insights.
Ticket-Level Metrics: A Global View of Operations
By default, ticket metrics in Theymes are shown at the ticket level, meaning the data represents your support operation as a whole. This view helps you understand:
- Overall response and resolution speeds
- Messaging patterns across all tickets
- Your global workload and backlog
- How players experience support across your entire organization
This high-level perspective is ideal for operational managers, producers, and anyone monitoring support health at scale.
Agent and Team-Level Metrics: Measuring Performance
If you want to understand how individual agents or teams contribute to your operations, Theymes makes it easy: simply group the metric by Assignee or Team.
When you apply an assignee or team breakdown, each ticket metric becomes a performance indicator. For example, you can compare:
- Average time to first response per agent
- Resolution times for different teams
- How effectively individual agents solve issues without reopenings
- Workload distribution and fairness
This turns ticket metrics from response times to message counts into an agent-level performance metric.
One Metric, Multiple Perspectives
The beauty of Theymes Insights is that you don’t need different metrics to analyze different perspectives. The same base metric can answer entirely different questions depending on your breakdown:
Analyzing both ticket-level and agent-level performance gives you a complete understanding of your support operation.