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Insights shows you what’s happening across your support operation. It covers the metrics side (volumes, response times, SLAs) as well as higher-level views like team performance, trending topics, and customer satisfaction.

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What’s in insights

There are two main areas. Metrics and charts cover the quantitative side:
  • Support volume: how many threads you’re handling over time
  • First response time: how long customers wait for their first reply
  • Next response time: how long you take to follow up on an ongoing thread
  • Resolution time: how long it takes to close a request
  • Customer waiting time: the total time a customer spends waiting across a whole conversation, not only before the first reply
  • SLA compliance: the percentage of threads meeting your response time targets
  • CSAT scores: customer satisfaction ratings from completed threads
  • Heatmaps: support activity by day of week and hour
Reporting features give you broader views:
  • Team reporting: per-agent and team-level metrics for managers
  • Top issues: which product backlog items are generating the most threads
  • Themes: AI-detected topic clusters across recent conversations
  • Customer Surveys: configuring and sending post-thread satisfaction surveys

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Filtering

Every chart can be broken down by Channel, Company, Group, Label, Priority, or Tier. Hover over any company, group, label, or tier anywhere in Plain to see a volume snapshot inline.

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Data refresh

Threads in Todo updates in real time. Everything else refreshes hourly.

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Custom reporting

If you need metrics that aren’t in Insights, or want to export data to a BI tool, reach out at help@plain.com.