Ticket Volume By Topic/Tag
What You’re Seeing
The Volume by Tag chart is your go-to visualization for understanding how tickets volumes for specific issues change over time and for drilling into individual tickets to uncover root causes.
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Descending-sorted bars: Each bar represents a contact-reason tag,
ordered from highest to lowest ticket volume. -
Interactive drill-down: Clicking on any bar will filter the dashboard to
show all tickets carrying that tag, so you can inspect individual ticket details, timestamps, or any associated metadata.
Drilling in
- Hovering over a bar shows a tooltip with the exact ticket count and percentage of overall volume.
- Clicking the bar applies a filter across your dashboards—every other visualization (e.g., resolution time, CSAT, agent score) will then reflect metrics only for tickets with that tag.
- If there is any signs of high fluctuation that are abnormal to the regular cycle will be a clear indication of anomalies within a business and by drilling deeper will lead to finding the root cause
Contact Reason Summary
What You’re Seeing
In the fast-paced world of on-demand logistics, keeping a finger on the pulse of customer concerns is essential. The Contact Reason bar chart above does exactly that: it ranks the top support-ticket categories by volume in the current period (solid bars) and flags each category’s volume in the previous period (dotted lines). By pairing absolute counts with historical context, it paints a clear picture of where your team’s attention is—and where it needs to be.
- Volume in the current period (solid bars)
- Volume in the previous period (dotted lines)
Drilling in
- By comparing the current volume to previous periods you can see areas that require more attention and resources
- it points the way toward smarter staffing, better user experiences, and continuously optimized support workflows.
Ticket Evaluation
Understand What’s Driving Customer Contact
HiLite Tag automatically classifies tickets by contact and sub-contact reasons upon creation, helping your team see which topics are driving support volume—and how those topics change over time.
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Track contact-reason volume over time
Spot spikes or drops that signal product, policy, or operational issues before they escalate. -
Drill into root causes
Click any high-volume tag to uncover underlying sub-topics or repeat issues. -
Quickly identify urgent issues
Visual cues and annotations highlight areas needing immediate attention.
Visualize Trends & Ticket Evaluations
Leverage HiLite Tag dashboards to turn raw tag data into actionable insights and performance metrics.
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Spot anomalies
Monitor tag trends—for example, sudden surges in “Shipping Delay” tickets—to investigate system or fulfillment problems. -
Evaluate ticket quality by tag
Compare average resolution scores or CSAT ratings across contact reasons to see where agents excel or need coaching. -
Identify at-risk categories
Detect drops in resolution quality tied to specific topics and proactively allocate resources.
Smart Routing & Operational Response
Use tags not only for insight but for action—automating ticket assignment, handoffs, and follow-ups:
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Automatic assignment
Route tickets by contact type, urgency, or product line to the right team or agent. -
CRM & QA integration
Push real-time tag data into your CRM or quality workflows to streamline handoffs and follow-ups. -
Contextual enrichment
Combine tags with additional context (e.g., high LTV, recent negative experience) for smarter prioritization.
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