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- Go to the Analytics tab and click Tickets.
Filter the data by using one of the following fields:
Field
Description
Date Range Date range to filter key performance indicators (KPIs). Channel Channel used for contacting the customer (voice, email, SMS). Priority Ticket priority (high, medium, or low). Label The label on the ticket. Ticket Type The type of 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.
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The dashboard displays the following fieldstrends:
| FieldTrend | 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). |
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