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.
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.
Filtering Data
You can filter the data by using different parameters 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 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 The 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.
Viewing KPIs
KPIs allow you to analyze tickets. You can set alerts for KPIs so that an email is triggered when the 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 ticket SLA was achieved. Ticket SLA Exceeded Rate The number of tickets that exceed the SLA. SLA Exceeded Time Time - in median hours - by which 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 Insights
The dashboard displays tickets created trend, and SLA and resolution time trend:
| 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. |
To view further details of the insights by using measures and attributes available in the insight:
- 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.