The ticket dashboard provides all statistics pertaining to tickets. You can filter the dashboard by segment, priority, label, type, and period.
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| title | Statistic Descriptions |
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The following table describes the statistics that appear in the Tickets Dashboard window. | Statistic | Description |
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| Total Tickets | Total number of tickets. | | Currently Open | Total number of open tickets. | | Completed Tickets | Total number of completed tickets. | | Total Replies | Total number of replies. | | Customers Helped | Total number of customers who were helped. | | Contacts Helped | Total number of contacts who were helped. | | Completed Within SLA Limit | Total number of tickets that were addressed within the service level agreement (SLA) limit. | Info |
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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). |
| | Exceeding SLA Limit | Total number of tickets that were not completed within the SLA limit. | Info |
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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. |
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