Insights is an interactive data visualization tool inside the ExpertConnect web dashboard that allows managers to better understand tracked activities in ExpertConnect and make more informed business decisions.

Insights is available via the web dashboard for those manager-level access in a dealership's account. Use the filters along the right-hand panel to filter data.

Insights helps you track:

• Ticket volume over time
• Time to first response / time to resolution
• Average ratings
• Advisor & team activity
• Top ticket tags
• Most active customers
• And more!

• The Insights dashboard refreshes Monday through Friday at 2AM US Central Time. 

Metric Calculations

When tracking performance metrics, understanding how response times are calculated is crucial for accurate performance evaluation.

Key metric assignment principles include:

• Metrics will remain associated with the last team/advisor who handled the ticket
  • Ex. Advisor A responded to a ticket in under 60 seconds. The ticket is handled and closed but then reassigned to Advisor B. Advisor B will be associated to the ticket metrics and Advisor A will not. 

Time to First Response

Previously (before February 25,2026), Time to First Response (TTFR) was calculated as a median response time across all tickets created by your default team over the past 14 days.

A “first response” was recorded any time an advisor took one of the following actions on a ticket:  

• Placing a voice call  
• Starting a video call  
• Starting a manual timer
• Sending a message to a customer  
• Re-assigning the ticket  

This metric applied to every ticket, whether it was opened by a customer or created proactively by an advisor.  

To provide a more accurate view of how quickly your team responds to customer-initiated requests, this calculation has been updated to include only reactive support tickets, in other words, tickets that were started by a customer.  

With the new metric, only customer-started tickets will affect your TTFR.  

The updated calculation affects the following places:  

• The Dashboard’s Time to First Response metric  
• Insights Reporting

Current Calculations:

• Answered phone calls have an immediate response (0 seconds)
• Customer makes a ticket via web, and an advisor takes 5 minutes to read over the ticket and then replies to the customer (5 minutes)
• In the overall calculation of this metric, all tickets with a first response value (open/closed/archived) are considered (including tickets with an immediate response)

Time to Resolution - From the moment a ticket is created to the moment the advisor closes the ticket

• Ticket must be marked as Closed as we use the delta between the created timestamp and the closed timestamp to calculate the metric
• At this time, off-hours and weekends are part of the calculation (regardless of the ring schedule set)

Median and Mean - Calculated the same way for both sets of ticket data as defined above

• For the Median, we take all the values and the middle value is displayed
• For the Mean, we take all the values and the average value is displayed

Downloading Data

If you're wanting to pull charts from a specific section, like ticket tags, VoiceHub calls, or ticket count, you can download an Excel report of that data set.

1. Hover over the chart.
2. Click the three-dot elipsis.
3. Click Export Data.

To pull an export of several data points, including specific advisor, customer, and ticket response time information, select the yellow “View Export Table” in the top right corner. Once you've applied the filters for the data you need, hover of the top right of the insights view, select the three ellipsis, and click “Export Data.” See more on how to pull data in this video. 

Technical Communicator Dashboard

Advisors who are on a team with a Technical Communicator team type have access to a TC dashboard on the Insights tab. This page can be navigated to view TC Metrics, CCMS and EC, COG Metrics, Technician Details, TC Not Well Prepared Details, and Tech Not Well Prepared Details. 

To ensure data is showing for your dealership, have all advisors on the Technical Communicator team complete the following: 

1. The users are set up in a role that can create and manage tickets (Primary, Manager, Advisor). 
2. The users are assigned to a team with the Technical Communicator team type (only tickets within this team type will show on the dashboard). 
3. The user's X-ID must be in their User Profile. 
4.  The users name must match in ExpertConnect and CCMS. 

JDE Insights

JDE Insights provides a comprehensive view of your John Deere Experience (JDE) metrics within the ExpertConnect™ platform. Easily access and analyze key data to enhance customer support. 

• Anonymous Surveys: Only numerical responses are available. Identifiable responses are removed. 
• Update Cadence: Data updates daily (see image) and defaults to a month over month view. Users can change the date range using the slider on the calendar timeline (see image). 
• Survey Comments: Repeated PINs equal multiple comments—not duplicate surveys.

Summary Tab 

• Dealer Experience by Survey Type
• Dealer Experience by Store
• Top Comment Themes

Comment Insights 

• Store Feedback Sources
• Product Feedback Sources
• Top Comment Themes
• Survey Comments

Closed Loop (TBD)

• Open Alerts
• Alerts 2+ Weeks Old 
• Generation Trends 
• Comment Themes 
• Current Alert Status 
• Alert Details 

Resources/Translations 

• Resources: Access the John Deere Experience Platform, website, FAQ, and surveys. 
• Translations: Any section or field not translated within the dashboard will be shown here. 

Check out the John Deere Experience channel to learn more!!! 

 

Insights FAQ:

Q: What does the Unassigned Tickets metric show? 

   A: This metric is showing how many tickets do not have an advisor assigned to a ticket during the timeframe selected. Tickets can be in any status. 

Q: What is the First Response Stats graph showing? 

    A: The graph displayed is showing the number of tickets that do not have an immediate response.

Q: In the VoiceHub Records graph, what is the difference between a Missed Call and Voicemail metric? 

    A: Missed calls are when a customer hangs up before the voicemail prompt. 

Q: How is the metric calculated for the VoiceHub Records value? 

    A: The value showing for VoiceHub records indicates how many individual calls took place. Ex. 1 ticket might have 2 calls inside it. This will count for 2 VoiceHub records. 

Q: How do I see ticket data from All Time?

     A: In order to access tickets from All Time, users will need to use the Ticket Creation Date Filter and set the starting date.