The Challenge
Support managers need fast answers to operational questions—but getting them typically means logging into dashboards, applying filters, exporting CSVs, and building reports manually. By the time the data is ready, the moment to act has often passed.
- Dashboards require context-switching: Getting a quick metric means leaving the current workflow and navigating to a separate reporting interface.
- Filtering by team or channel is time-consuming: Slicing data by agent, channel, or time period requires multiple steps even for simple questions.
- Trends are hard to spot in real time: Without live data access, bottlenecks compound before managers have the information to act.
- Ad hoc analysis is slow: Answering one-off questions like “how is our bot automation rate this week?” takes minutes instead of seconds.
The Autohive Solution
Autohive connects your AI agents to the Gorgias Reporting Stats API, making live support metrics available on demand through natural language. Ask a question, get the answer—no dashboards, no exports, no delays.
Live Operational Metrics
Pull real-time data on response times, first reply times, resolution times, and SLA adherence. Spot degradation before customers notice and before it shows up in satisfaction scores.
Team, Channel, and Agent Breakdown
Retrieve performance data segmented by team, support channel (email, chat, social), or individual agent. Identify who needs coaching, which channels are underperforming, and where volume is spiking.
Automation Rate Tracking
Monitor how much of your ticket volume is being resolved by AI versus humans. Track automation rate trends to validate the impact of workflow changes and identify gaps in coverage.
Database Query Access
Go beyond pre-built reports by querying Gorgias database tables directly. Build custom views of ticket data, customer segments, or response patterns to support deeper analysis and strategic decisions.
Benefits
- Instant answers to operational questions – Get live metrics on demand without switching to a reporting interface or waiting for exports.
- Proactive bottleneck detection – Catch SLA breaches, volume spikes, and automation gaps before they escalate into customer complaints.
- Data-driven coaching – Identify individual agent performance trends to focus training and support where it matters most.
- Faster process validation – Measure the impact of workflow changes in real time rather than waiting for weekly reports.
- Unified support intelligence – Combine ticket data, team performance, and automation metrics in one natural language interface.
How It Works
- Connect Gorgias to Autohive – Authenticate your Gorgias account and enable reporting access through the Autohive marketplace integration.
- Define your key metrics – Configure which KPIs your agent should track and how to segment data by team, channel, or agent.
- Ask in natural language – Query your support performance data using plain language: “What’s our average first reply time this week by channel?”
- Act on live insights – Use real-time data to adjust staffing, escalate issues, or validate the impact of process changes immediately.
Getting Started
- Sign up at app.autohive.com
- Connect Gorgias from the Autohive marketplace
- Configure your reporting queries and metric preferences
- Deploy your agents and access live support performance data on demand
