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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 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 field and view insights according to your selection.

To filter data:

  1. Go to the Analytics tab and click Tickets.
  2. Filter the data by using one of the following fields:

    Field

    Description

    Date RangeDate range to filter key performance indicators (KPIs).
    ChannelChannel used for contacting the customer (voice, email, SMS).
    PriorityTicket priority (high, medium, or low).
    LabelThe label on the ticket.
    Ticket TypeThe type of ticket.
    Ticket Agent Name of the agent who created the ticket.
    Ticket Agent TeamName 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:

  1. Go to the Analytics tab and click Tickets.
  2. View the following KPIs on the dashboard:

    FieldDescription
    Ticket CreatedThe number of tickets created.
    Ticket ClosedThe number of tickets closed.
    Resolution TimeThe average time taken to close a ticket.
    Ticket SLA Achieved RateThe rate at which the ticket service-level agreement (SLA) was achieved.
    Ticket SLA Exceeded RateThe number of tickets that exceed the SLA.
    SLA Exceeded TimeTime - in median hours - by which the SLA was exceeded.
  3. If you want to set an alert for a KPI, click the bell icon on the KPI.
  4. 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:

FieldDescription
Tickets Created TrendDisplays the tickets created by date.
SLA and Resolution Time TrendDisplays the resolution time of the tickets by SLA.

To view further details of the insights using the measures and attributes available in the insight: 

  1. On the insight, click the ellipsis icon () and then click Explore from here.
  2. An untitled insight opens.
  3. Customize the insight by dragging and dropping measures and attributes from the data zones.


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