Overview
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Total Tickets
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Open
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Solved
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Avg First Reply (min)
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Avg Resolution (min)
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CSAT %
Ticket Volume by Brand
Intent Distribution
Issue Themes
Top Themes by Volume
Sentiment Analysis
Sentiment Over Time
Resolution Patterns
Resolution Distribution
CSAT by Brand
🔥 Pain Points
Tickets with negative sentiment, repeated reopens, or long resolution times.
Chatbot Analytics
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Total Conversations
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Automated Resolution %
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Escalation Rate %
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Understood %
📈 Trend Detection
Weekly velocity for intents — growing, stable, or declining over the last 12 weeks.
Intent Volume by Week
🔎 Root Cause Drill-Down
Select an intent to explore correlated tags, channels, brands, and resolution patterns.
🌐 Cross-Brand Patterns
Compare intent distributions and resolution efficiency across brands.
ePost & KLARA Assistant
ePost & KLARA Assistant
Ask anything about your support data.
Answers are grounded in real tickets with citations.
👥 User Management
Add or remove support agents and admins.
Add User
Existing Users
📋 Audit Log
Login events, failed attempts, and AI Assistant queries.
💬 Feedback
Thumbs up/down ratings and agent corrections on AI Assistant answers.