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. Linking interactions in U-Ticket enables you to track events, such as which types of customer issues result in back-office ticket creation.
Using the Tickets dashboard, you can also drill down through a ticket. When you click on a specific ticket on this dashboard, the details of that ticket are displayed in the Configure > Ticketing > Tickets window.
Filtering Data
You can filter the data by field and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Tickets.
Filter the data by using 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.
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze tickets. You can set alerts for KPIs so that an email is triggered when a KPI reaches the specified limit.
To view KPIs and set alert for KPIs:
- 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 Trends
The dashboard displays the following trends:
| Trend | 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 trends using the measures and attributes available in the trend:
- 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.