The ticket dashboard provides visibility of the entire ticketing platform. You can design your dash to focus on the ticket volumes, progress, and the tickets that need immediate attention. You can configure relevant views and manage their tickets through queues to ensure that all tickets are promptly addressed and resolved. This gives an ability for you to drill down into the performance of a specific ticket, agents, and key customers. The ticket dashboard provides all statistics pertaining to tickets.
Accessing the Ticket Dashboard
To access the ticket dashboard, on the Monitor tab, on the Ticketing subtab, click Ticketing > Tickets Dashboard. Alternatively, on the Configure tab, you can click Ticketing > Tickets, and then, on the Tickets menu, select View Tickets Dashboard.
The Tickets Dashboard window appears.
- You can filter the dashboard by segment, priority, label, type, and period.
- To modify a ticket dashboard filter:
- In the Tickets Reports Dashboard window, in the search box, select the filter that you want to modify, and then click
.
The Edit Search View window appears. - Modify the values in the fields as required, and then click Save.
Your changes are saved.
- In the Tickets Reports Dashboard window, in the search box, select the filter that you want to modify, and then click
- To delete a ticket dashboard filter:
- In the Tickets Reports Dashboard window, in the search box, select the filter that you want to modify, and then click .
The Edit Search View window appears. - Click Delete.
The Confirm window appears. - Click Yes.
The filter is deleted.
- In the Tickets Reports Dashboard window, in the search box, select the filter that you want to modify, and then click
Statistic Descriptions
The following table describes the statistics that appear in the Tickets Dashboard window.
| Statistic | Description |
|---|---|
| Total Tickets | Total number of tickets. |
| Currently Open | Total number of open tickets. |
| Completed Tickets | Total number of completed tickets. |
| Total Replies | Interactions created for the selected date range. For example, Email, SMS, and Callback from the ticketing component. |
| Customers Helped | Any ticket opened within the given date range that has an account linked. |
| Contacts Helped | Any ticket opened within the given date range that has a contact linked. |
| Completed Within SLA Limit | Total number of tickets that were addressed within the service level agreement (SLA) limit. The SLA limit is determined by the ticket priority and is defined in the Priorities section on the Settings tab of the Ticketing Config window (for tickets that are not associated with accounts) and on the SLAs tab in the Accounts Config window (for tickets that are associated with accounts). For more information, see Ticket Settings and Account SLAs. |
| Exceeding SLA Limit | Total number of tickets that were not completed within the SLA limit. This number also includes canceled tickets. |
| Approaching SLA (Within 20%) | Total number of tickets that are neither canceled nor closed and are within 20% of the SLA limit. |
| Avg. First Response | Average duration of first response to tickets. |
| Avg. Tickets | Average number of tickets. |
| Avg. Replies | Average number of replies. |
| Volume | Volume chart of tickets (total and completed). |
| Peak Hours | Peak-hour chart of tickets. |
| Peak Days | Peak-day chart of tickets. |
| Agents | Top agents chart. |
| Agent Teams | Top agent teams chart. |
| Tickets | Table of tickets. |