Theymes Insights is a comprehensive analytics system designed to help support teams understand performance, identify opportunities, and make data-driven decisions. It brings together real-time operational metrics, flexible segmentation tools, and AI-augmented analysis to give you a complete view of how your customer support operations are performing.
A Complete View of Support Performance
Theymes provides dozens of real-time metrics across tickets, agents, articles, AI interactions, and retention. This gives you immediate visibility into:
- How efficiently tickets move through the support flow
- How agents and teams perform
- How well your help center and AI assistant resolve issues
- How support outcomes influence long-term player retention
All data updates in real-time, allowing teams to react quickly to spikes, slowdowns, or performance changes. Agent activity is tracked hourly for maximum accuracy.
Flexible Breakdowns and Segmentation
One of the strengths of Theymes is its segmentation system. Every metric can be grouped and segmented using a wide range of breakdowns, such as:
- Agent or team
- Channel, language, platform
- Article attributes
- Player fields or tiers
- Response-time buckets
- Custom tags and fields you’ve created
Breakdowns support two dimensions: You can group by one attribute (e.g., channel) and then segment by another (e.g., language) to uncover deeper patterns.
Because custom tags and fields are supported automatically, your Insights dashboard grows organically with your workflows, no manual configuration required.
Build Custom Metrics With Filters
Beyond the built-in set of metrics, Theymes gives you the ability to create your own derived insights through filtering. You can filter any metric by dozens of attributes, like agent, game, language, channel, or custom tags and fields, to shape the exact view you need.
Examples:
- Compare agent performance for VIP players only.
- Measure resolution acceptance ratio for a specific group of tickets based on your custom tag.
- Create your own DSAT metric to measure unhappy players.
By combining base metrics with filters and breakdowns, you effectively have a toolkit for generating your own KPIs without requiring engineering or BI support.
Insights into AI and Self-Service
Theymes also includes article and AI-related metrics that reveal how effectively your assistant and help center support your players. These insights help you answer key questions like:
- Is AI reducing ticket load?
- Which articles successfully prevent tickets and which ones don’t?
- Where are players still getting stuck?
For example, the deflect rate shows whether the assistant or an article successfully prevented a ticket. If the assistant could not help, the deflect rate will drop, signaling potential knowledge gaps or areas where content can be improved. We also have powerful reporting which help you spot knowledge gaps.
Why Theymes Insights Stands Out
- Real-time analytics ensure you always have the latest view of operations
- Dozens of built-in metrics cover tickets, agents, AI, and retention
- Customizable through filters, custom fields, and tags
- Fully segmentable across two levels using breakdowns and segments
- Retention and AI intelligence bring deeper context
- Minimal setup, everything can be done directly in the Theymes application
Whether you want a high-level operational overview, deep diagnostic analysis, or custom KPIs crafted for your needs, Theymes Insights gives you the tools to get there.