Actions & Support

The Actions & Support tab shows trends around the actions created in Sift. The overview is designed to help you match your support team to the demand expected in the days and weeks ahead, and the sub-tabs let you dig into SLAs, CSAT, agents, and tags.

At a glance

What you're looking at

The landing view is an overview of action volume and how it's trending. Read it as a capacity-planning tool: if created actions are climbing week over week, that's your cue to staff up or tighten automation before the backlog grows. From here you can explore SLA, CSAT, and Tags for the detail behind the headline.

SLA

The SLA tab helps you understand the responsiveness of your support teams. It reports how quickly agents respond to the initial message, the wait time between messages, and how long tickets take to close. Trends over time and by source help you find areas and workflows that may need optimization.

To see response times broken down by agent, click Agent SLA or Detailed Time Breakdown for a closer look.

How to read it: watch first-response time and time-to-close together. A fast first response with a slow close points to conversations that stall after the opening reply, often a routing or escalation problem rather than a speed problem. Compare by source to see whether one platform is dragging the average.

CSAT

The CSAT tab helps you understand the effectiveness of your support teams. It gives an overview of both CSAT responses and CSAT estimates (from conversations where no response was submitted), and highlights correlations between CSAT and factors like response and resolution time. Scroll down to find CSAT broken out by individual agent and by topic or tag.

How to read it: the response-versus-estimate split matters. If estimated CSAT is meaningfully lower than the submitted scores, your happiest customers may be the only ones answering surveys. Use the correlation with response and resolution time to confirm whether speed is actually moving satisfaction.

Tags

The Tags page gives an overview of tags applied across social media interactions, both automatically and manually by agents. Tag groups give you a higher-level read on your business, while this page offers the more detailed view of individual tags.

How to read it: look for tags that are growing in volume but weren't a focus before: they often signal a new issue type forming. Cross-reference heavily used tags with their sentiment to decide which deserve a dedicated queue or workflow.

Queue Flow, Team Activity, and Automation & AI

Three more sub-tabs round out the section: Queue Flow (how actions move between queues), Team Activity (a rollup of what the team has been doing), and Automation & AI (how much of the workload automations and AI are handling versus agents).

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