Gorgias analytics.
25 metrics tracked automatically. Connect Gorgias in minutes and see what's driving your business.
How Gorgias metrics connect.
Your metrics don't exist in isolation. Every Gorgias metric is classified as a Signal, Driver, or Outcome and wired into the chains Genie reasons along. Outcomes are the scorecard, drivers are the levers, signals are the early warnings. Hover a metric to see its connections, and drag to explore. How the tier system works →
Gorgias metrics, organised.
Every metric Agenie tracks from Gorgias, grouped by business function. One governed definition each, shared by every board, card and answer.
Average time to first response in hours
Customer Satisfaction Score (percentage of positive responses)
Percentage of tickets that have been resolved
Number of messages sent by agents
Average time to resolve tickets in hours
Average satisfaction score (1-5 scale)
Number of messages sent by customers
Number of unique customers who created tickets
Total number of macros/templates used
Total number of messages sent
Average number of messages per ticket
Number of negative satisfaction responses (score 1-2)
Number of positive satisfaction responses (score 4-5)
Percentage of surveys that received a response
Number of survey responses received
Total number of satisfaction surveys sent
Number of surveys that include written feedback
Total number of support tickets created
Number of tickets that have been closed/resolved
Number of tickets currently open
Average number of tickets per customer
Number of tickets that received at least one response
Sum of first response times in hours (for averaging)
Sum of resolution times in hours (for averaging)
Sum of all satisfaction scores (for averaging)
Questions you can ask about your Gorgias data.
- ✓ Pulled ticket volume and tags from Gorgias
- ✓ Matched against order volume from Shopify
- ✓ Trended ticket rate by month
You handle 8.2 tickets per 100 orders, up from 6.9 in March. Where-is-my-order tickets are flat: the rise is sizing and returns, up 31%, concentrated in the same fit-critical categories driving your return rate.
What is my average first response time this week?
How quickly do we close tickets on average?
Which ticket categories are growing fastest?
What is our CSAT score trend?
How does ticket volume track order volume?
Which ticket tags are trending up this month?
How is resolution time trending by channel?
What share of tickets get resolved on first response?
Combine with your other tools.
Agenie connects your entire stack. Gorgias data combines with every other connector into Blended KPIs.
Blended KPIs MER, Blended ROAS, CM3 and LTV:CAC, computed across Gorgias and every other connected source. → 
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