Analytics Dashboard Guide

Learn how to interpret feedback analytics and make data-driven decisions.

Analytics by Plan

FREE Plan - Basic Analytics

Available:

• ✅ Status count breakdown (NEW, REVIEWED, RESOLVED)
• ✅ Total feedback count
• ✅ Basic timeline chart (last 7 days)
• ✅ Simple percentages

Visual:

• Bar chart showing status distribution
• Basic line chart for submissions over time

STARTER/PRO Plans - Advanced Analytics

Everything in FREE, plus:

• ✅ Extended timeline (7, 30, 90 days)
• ✅ Project performance metrics
• ✅ Response time tracking
• ✅ Resolution time analysis
• ✅ Weekly comparisons
• ✅ Activity pattern detection
• ✅ Busiest day analysis
• ✅ Status breakdown in timeline

Upgrade to unlock advanced analytics →

Accessing Analytics

Project Analytics

1. Navigate to Projects
2. Select a project
3. Click “Analytics” tab
4. View project-specific metrics

Dashboard Overview

1. Go to main Dashboard
2. See aggregate stats across all projects
3. Quick overview of recent activity

Understanding Metrics

Total Feedback

What it shows:

• All feedback ever submitted to the project
• Includes ALL statuses (NEW, REVIEWED, RESOLVED)
• Cumulative count

Use for:

• Overall project activity
• Growth tracking
• Historical volume

Status Breakdown

NEW (Yellow):

• Unprocessed feedback
• Requires action
• Priority queue

REVIEWED (Blue):

• Acknowledged and in progress
• Under investigation
• Action being taken

RESOLVED (Green):

• Completed feedback
• Issues fixed or features implemented
• Closed items

Percentage shown:

• % of total feedback
• Example: “NEW: 15 (30% of total)”
• Visual indicator of workload

Status Distribution Chart

What it shows:

• Visual breakdown of feedback by status
• Color-coded bars/pie chart
• Proportions at a glance

Interpretation:

• High NEW %: Backlog building up
• High REVIEWED %: Work in progress
• High RESOLVED %: Good resolution rate

Ideal distribution (varies by team):

NEW: 20-30%
REVIEWED: 20-30%
RESOLVED: 40-60%

Advanced Metrics (STARTER+)

Project Performance

Response Rate:

• % of feedback that received response
• Formula: (REVIEWED + RESOLVED) / Total * 100
• Higher is better

Average Time to First Response:

• Time from submission to first status change
• Measured in hours/days
• Lower is better

Resolution Efficiency:

• % of feedback that reaches RESOLVED
• Formula: RESOLVED / Total * 100
• Target: > 60%

Timeline Charts

Feedback Over Time:

• Line chart showing submissions
• Daily/weekly/monthly views
• Trend analysis

Status Breakdown:

• Stacked area chart
• Shows NEW, REVIEWED, RESOLVED over time
• Identifies patterns

Time periods:

• Last 7 days (FREE)
• Last 30 days (STARTER+)
• Last 90 days (STARTER+)
• Custom ranges (PRO)

Response Time Metrics

Average Resolution Time:

• Time from NEW to RESOLVED
• Calculated for resolved items only
• Measured in days/hours

Formula:

Sum of (Resolved Date - Created Date) / Count of Resolved Items

What’s good:

• < 24 hours: Excellent
• 1-3 days: Good
• 3-7 days: Average

• 7 days: Needs improvement

Factors affecting:

• Complexity of feedback
• Team size
• Priority system
• Workload

Longest Pending Item

What it shows:

• Oldest unresolved feedback (NEW or REVIEWED)
• Number of days pending
• Link to view the item

Use for:

• Identifying neglected feedback
• Preventing items from falling through cracks
• Priority flagging

Action:

• Review and update status
• Resolve or close if no longer relevant
• Add internal notes

Weekly Comparison

Compares:

• This week vs last week
• Feedback submissions
• Status changes
• Resolution rate

Metrics shown:

• Total submissions (+ X% or - X%)
• New feedback count
• Resolved count
• Trend indicator (↑ or ↓)

Interpretation:

+20% submissions: Growing user engagement (or issues)
-30% resolved: Team capacity issue or complexity increase
+50% NEW: Backlog growing, need more resources

Activity Patterns

Busiest Day:

• Day of week with most submissions
• Example: “Monday (avg 15 submissions)”
• Historical analysis

Busiest Hour:

• Time of day with peak activity
• Helps with support scheduling
• Identifies usage patterns

Patterns:

• Weekday vs weekend
• Business hours vs off-hours
• Seasonal trends

Using Analytics Effectively

Daily Review

Morning routine:

1. Check NEW count - today’s workload
2. Review longest pending - prioritize old items
3. Check yesterday’s submissions - recent activity

Weekly Analysis

Monday morning:

1. Review weekly comparison - trend awareness
2. Check resolution time - team performance
3. Analyze busiest day - plan resources

Monthly Reporting

End of month:

1. Export feedback to CSV
2. Review timeline chart - growth trends
3. Calculate resolution rate - KPI tracking
4. Share performance metrics with team

Goal Setting

Example metrics:

Goal: Average resolution time < 48 hours
Current: 72 hours
Action: Improve triage process

Goal: NEW backlog < 20 items
Current: 35 items
Action: Allocate sprint time

Interpreting Trends

Positive Trends

Increasing resolved %:

• ✅ Team is efficiently addressing feedback
• ✅ Good workflow

Decreasing response time:

• ✅ Faster issue identification
• ✅ Better prioritization

Stable submission rate:

• ✅ Consistent user engagement
• ✅ Predictable workload

Warning Signs

Growing NEW backlog:

• ⚠️ Team capacity insufficient
• ⚠️ Need better prioritization
• Action: Increase resources or pause features

Increasing response time:

• ⚠️ Workflow bottlenecks
• ⚠️ Complexity increasing
• Action: Review process, add automation

Spike in submissions:

• ⚠️ Possible bug introduced
• ⚠️ Marketing campaign bringing users
• Action: Investigate cause, prepare for volume

Drop in submissions:

• ⚠️ Widget broken or hidden
• ⚠️ Users disengaged
• Action: Check widget, verify functionality

Comparing Projects

Multi-project view (dashboard):

• See all projects at once
• Compare feedback volumes
• Identify problematic projects

Use for:

• Resource allocation
• Identifying priorities
• Cross-project insights

Example analysis:

Project A: 100 feedback/month, 80% resolved
Project B: 500 feedback/month, 40% resolved
→ Project B needs more attention

Exporting Analytics Data

CSV Export

Contains:

• All feedback with timestamps
• Status history (when available)
• Calculate custom metrics in Excel/Sheets

Use for:

• Custom reporting
• Deeper analysis
• Presentation to stakeholders
• Integration with BI tools

Screenshot Dashboard

For presentations:

• Capture analytics charts
• Include in reports
• Share with team/management

Mobile Analytics

Analytics dashboard is mobile-responsive:

Mobile features:

• Condensed card layout
• Swipe through charts
• Key metrics highlighted
• Touch-friendly navigation

Limited on small screens:

• Some charts simplified
• Use desktop for detailed analysis

Analytics Best Practices

Regular Review

Establish routine:

• Daily: Quick check of NEW count
• Weekly: Deep dive into trends
• Monthly: Comprehensive review

Set Benchmarks

Track over time:

January baseline:
- Avg resolution time: 72 hours
- NEW count: 25
- Resolution rate: 55%

March goals:
- Avg resolution time: 48 hours
- NEW count: < 20
- Resolution rate: 70%

Share with Team

Weekly updates:

• Slack/email summary
• Key metrics highlighted
• Action items identified

Combine with Feedback

Don’t just look at numbers:

• Read actual feedback content
• Identify common themes
• Quantitative + qualitative analysis

Troubleshooting

Analytics not showing:

• Refresh page
• Check if project has feedback
• Verify not on FREE plan for advanced features

Charts not loading:

• Clear browser cache
• Try different browser
• Check internet connection

Metrics seem wrong:

• Verify date range selected
• Check if filters applied
• Confirm feedback exists in range

Want more detailed analytics:

• Upgrade to STARTER or PRO
• Export to CSV for custom analysis
• Use external BI tools

What’s Next?

• Feedback Workflow - Manage feedback efficiently
• CSV Exports - Export data for analysis
• Billing - Upgrade for advanced analytics

Need help? See Troubleshooting or contact support.