The Tickets dashboard displays information, such as the number of tickets opened and closed, resolution time, and the SLA performance. If agents link their interactions in U-Ticket, that relationship is also displayed on the Tickets dashboard. For more information about U-Ticket, see Managing Tickets. This enables Linking interactions in U-Ticket enables you to track events, such as which types of customer issues result in back-office ticket creation.
You Using the Tickets dashboard, you can also drill down through a ticket to view the details of that ticket. When you click on a specific ticket on this dashboard, the details of that ticket are displayed in the Configure > Ticketing > Tickets window.
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- Go to the Analytics tab and click Tickets.
View the following KPIs on the dashboard:
Field Description Ticket Created The number of tickets created. Ticket Closed The number of tickets closed. Resolution Time The average time taken to close a ticket. Ticket SLA Achieved Rate The rate at which the ticket service-level agreement (SLA) was achieved. Ticket SLA Exceeded Rate The number of tickets that exceed the SLA. SLA Exceeded Time Time - in median hours - by which the SLA was exceeded. - If you want to set an alert for a KPI, click the bell icon
on the KPI.
- Specify when do you want to receive the alert and then click Set Alert.
Exploring
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Trends
The dashboard displays the following fields:
| Field | Description |
|---|---|
| Tickets Created Trend | Displays the tickets created by date. |
| SLA and Resolution Time Trend | Displays the resolution time of the tickets by SLA. |
| Priority Trend | Displays the tickets according to priority (high, medium, or low). |
To view further details of the insights trends using the measures and attributes available in the insighttrend:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.
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