Page History

The Tickets dashboard displays details such as the number of tickets opened and closed,  resolution time, and the SLA performance. If agents link interactions in U-Ticket, that relationship is displayed on the Tickets dashboard. For more information about U-Ticket, see Managing Tickets. This enables you to track events such as which types of customer issues result in back-office ticket creation.This 

Filtering Data

You can filter the data by using different parameters and view insights according to your selection.

To filter data:

1. Go to the Analytics tab and click Tickets.

2. Filter the data by using the following filters:

   Field	Description
   Date Range	Date range to filter KPIs.
   Channel	Channel used for contacting the customer (voice, email, SMS).
   Priority	Ticket priority (high, medium, or low).
   Label	Label on the ticket.
   Ticket Type	Type of the ticket.
   Ticket Agent	Name of the agent who created the ticket.
   Ticket Agent Team	Name of the team to which the agent who created the ticket belongs to.

   
   

After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.