Analytics is your performance dashboard. Open the profile menu and select Analytics.
It is free. It is listed as a free feature on the plan comparison, alongside Past Tickets and the Leaderboard.
What it shows
The headline tiles Score, Accuracy, Tickets Resolved and Call Volume.
Tier Progress Where you are on the tier ladder and how many points to the next one, or Top tier reached once you are at the top.
Category Breakdown Resolved tickets by category, described as Resolved tickets by incident category. This is the one to read if you want to know what you have been avoiding.
Priority Distribution How your resolved tickets split across Critical, High, Medium and Low.
Call Activity Answered Today, Lifetime Calls, Missed / Declined and Tickets from Calls, under the description How callers are reaching you and what they convert to.
If it is empty
A new account shows No analytics yet and Resolve tickets to populate your dashboard. The page fills in as you close tickets.
How to actually use it
The useful move is reading Category Breakdown against what you want to be good at. Most people’s breakdown is lopsided, because you naturally pick the tickets you already know how to fix.
If one category is empty and another is enormous, that is the signal. On a Pro, teacher or classroom account you can act on it directly with Training Focus in Settings, then Preferences, which narrows the queue to the categories you pick. On a free account that control is not available, so the equivalent is to deliberately claim the tickets you have been skipping.
A note on the category names
The breakdown is keyed on each ticket’s own category, so the rows you see reflect the tickets you have actually resolved. They will not always line up one-for-one with the six categories listed in Training Focus, which groups things slightly differently.