How to Analyze the New Human Support Dashboard in Blip – Blip | Blip Help

Context

The new Human Support Dashboard, available in the Analytics tab in Blip, provides a consolidated view of your contract's human support operation: ticket volume, average times for each stage of the journey, and the team's actual availability throughout the analyzed period.

In addition to consolidated indicators, the screen provides performance comparisons by queue, agent, and tag, the hourly distribution of ticket opening and closing by day of the week, and a breakdown of the time spent in each status by agent—enabling data-based staffing and scheduling decisions without relying on on-demand extraction.

Before you begin

The new Human Support Dashboard replaces the Support screen in Blip Insights, which will be discontinued.
Data is updated in real time. Refresh the Portal page to load the most recent records.
All sections on the screen simultaneously respect the filters applied in the top bar. Before drawing any conclusions, check that the selected scope is the one you intend to analyze.

How to Access the Human Support Dashboard

The dashboard can be accessed through the Analytics button in the top tab of your Blip Portal.

In the sidebar, select Support.

General Analysis Filters

Above all the content, the filter bar simultaneously controls all sections on the page. When you change any filter, the entire screen reloads, considering only the new scope.

Period filter

Use the Yesterday, Today, 7 Days, 15 Days, and 30 Days shortcuts for the most common scopes. To analyze an interval that does not correspond to any shortcut, select Custom and enter the start and end dates.

Additional filters

The Filter button provides access to the screen's segmentation filters:

Bot
Queue
Channel (WhatsApp, RCS, and Email)

Tip: If your operation has more than one human support bot, always remember to check whether the filter is selected correctly.

Interface Analysis Sections

The screen is organized into three sections containing five analysis sections:

1. General data

Shows the main support indicators and their evolution over the period, in eight cards distributed across two rows:

Volume indicators: Open Tickets, Closed Tickets, Missed Tickets, and Abandoned Tickets.
Time indicators: Average Wait Time, Average Queue Time, Average Support Time, and Average Response Time.

Each card displays the indicator title, the value calculated for the period, and the percentage change compared to the previous period. Volume indicators are displayed as whole numbers; time indicators are displayed as durations.

2. Performance over time

Distributes the indicators throughout the period in a combined chart: for each date, two vertical bars represent Opened Tickets and Closed Tickets, and a line represents the time metric for the selected tab.

The four tabs—AST, AWT, AQT, and ART—maintain the same structure and the same bars, changing only the line and the corresponding legend item. Hover over any bar to see the value and date in a tooltip.

3. Ticket flow — Ticket dashboard

Compares closed and missed tickets and average times by queue, agent, or tag. The first column of the table changes according to the selected tab; the seven indicator columns remain the same, with the data recalculated for the selected dimension:

Closed Tickets, Missed Tickets, and Abandoned Tickets.
Average Support Time, Average Wait Time, Average Response Time, and Average First Response Time (duration).

4. Ticket flow — Ticket volume

Heat map that crosses the 7 days of the week (rows) with the 24 hours of the day (columns). The color intensity of each cell is proportional to the ticket volume at that intersection, and the legend below the chart shows the intensity ranges with their respective reference values.

Two tabs alternate between Opening Time and Closing Time. Hover over a cell to see the date, time, and number of tickets.

5. Team availability — Breakdown by agent

Lists one agent per row, with the accumulated time in each status and the total time for the period, in the Agent, Online, On break, Invisible, and Total time columns. All time values follow the same formatting rule applied to the rest of the screen, and the table uses the same pagination control as the Ticket dashboard.

Attention: Only agents with at least 1 assigned ticket during the filtered period are displayed.

Understanding the Screen Metrics

Data	Calculation method
Opened Tickets	Number of tickets created during the period, regardless of their current status.
Closed Tickets	Number of tickets closed during the period, with any closing status. This is the sum of missed, abandoned, and completed tickets.
Missed Tickets	Tickets created during the period that the customer closed while still in the queue, before receiving an agent.
Abandoned Tickets	Tickets created during the period that the customer closed after an agent had already been assigned, including closure due to customer inactivity.
Average Wait Time (AWT)	Average, among tickets closed during the period, of the time between ticket creation and the agent's first message. If the agent never responded, the time until closure is counted.
Average Queue Time (AQT)	Average, among tickets closed during the period, of the time between ticket creation and assignment to an agent. Tickets that never received an agent are not included in the average.
Average Support Time (AST)	Average, among tickets closed during the period, of the time between the agent's first message and closure. Tickets without an agent message are not included in the average.
Average Response Time (ART)	Average, among tickets closed during the period, of the average time the agent took to respond to each customer message within the ticket. Only tickets with at least one customer message followed by an agent response are included.
Average First Response Time	Average, among tickets closed during the period, of the time between assignment to an agent and the agent's first message. Tickets without an agent message are not included in the average.
Online	Total time the agent remained in Online status during the period. If the agent was already Online when the period began, or remains Online at the end, only the portion within the period is counted.
On break	Total time the agent remained on a standard or custom break during the period, following the same rule as Online.
Invisible	Total time the agent remained in Invisible status during the period, following the same rule as Online.
Total time	Total time the agent remained connected during the period: the sum of Online, On break, and Invisible. Offline time is not counted.

Step-by-Step Guide to Analyzing Operations

Access the Analytics tab in your Blip Portal and select Support from the side menu.
Choose the period you want to analyze and apply the necessary segmentation filters using the Filter button.
Start with the General data section to get a consolidated view of volume and average times, observing the change compared to the previous period.
Use the Performance panel over time to determine whether the identified changes are isolated or recurring, switching between the AST, AWT, AQT, and ART tabs.
Open the Ticket dashboard and switch between the Support queues, Agents, and Tags tabs to identify where performance deviates from the average.
Check Ticket volume to identify peak opening and closing times by day of the week.
Check the Breakdown by agent to compare the observed performance with the team's actual availability during the period.
If you need detailed data, activate the drill-down through the three-dot menu of the corresponding section.

Tips and Frequently Asked Questions (FAQ)

1. What happened to the Support report in Blip Insights?

It was replaced by this dashboard and will be discontinued. All analysis of the human support operation will now be performed on the Support screen, within the new Analytics Data Suite.

2. What does the percentage change in the cards compare against?

The period immediately preceding the scope selected in the filter.

3. Does it take time for the data to appear?

The screen data is updated in real time. Refresh the Portal page to load the most recent records.

4. How can I evaluate the data for a specific operation in my contract?

Use the custom filters at the top of the screen to select the correct router/flow for the operation you want to analyze. You can select more than one operation at the same time. Therefore, make sure the correct option is selected in the filter.

5. Will anyone in my contract be able to access this data?

No. Permissions differ between contract administrators/editors and users who have editing access only to routers:

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions through our support channel 😃