Overview of Contact Performance Dashboard
The contact dashboard is useful in tracking and analyzing tickets & updates raised by customers. This dashboard represents visualized data based on the ticket statistics, CSAT score, and SLA statistics for breached tickets over a given time period (For example, First Response, Next Response, and Resolution).
Check out this video tutorial.
The contact performance dashboard can be accessed by clicking the Reports module.
Stats widget
The overview statistics widget provides the following metrics:
| Metrics | Description |
|---|---|
| Tickets Requested | Displays the number of public tickets that are requested during the specified time period. The current requester must be the selected contact or contact group. |
| Tickets Reopened | Displays the number of public tickets created during the specified time period and have been reopened at least once. The ticket status can be changed from Solved or Closed to any other status (i.e., not Solved to Closed and Closed to Solved). The current requester must be the selected contact or contact group. |
| Tickets Pending | Displays the number of public tickets that were created and are not closed during the specified time period. The current requester must be the selected contact or contact group. |
| Tickets Closed | Displays the number of public tickets that are marked as Closed during the specified time period. The current requester must be the selected contact or contact group. |
| Replies by Contact | Displays the number of responses updated in the public tickets by the customer during the specified time period, regardless of the ticket’s current requester and ticket creation time. If a contact group is selected, responses added by the customer who has the selected contact group as their primary one are considered. |
| Replies by Agent | Displays the number of public responses (i.e., both public replies and notes) updated by an agent in public tickets during the specified time period. The current requester must be the selected contact or contact group, regardless of the ticket creation time. |
Ticket requested comparison details widget
This widget displays the comparison between the ticket count for each item and the total ticket count based on the selected group by fields requested by the selected contact or contact group during the specified time period.
Group by fields: Brand, Category, Status, Status Category, Priority, Type, and Source.
Ticket statistics comparison details widget
This widget displays the comparison between the customer response count, agent response count, first contact resolution (FCR percentage), and CSAT score percentage based on the selected contact or contact group during the specified time period.
| Metrics | Description |
|---|---|
| Customer Responses | Displays the number of responses updated in the public tickets by the customer (i.e., If a contact group is selected, responses added by the customer who has the selected contact group as their primary one are considered.) during the specified time period, regardless of ticket current requester and ticket creation time. |
| Agent Responses | Displays the number of public responses (i.e., both public replies and public notes) updated by an agent during the specified time period in public tickets where the current requester must be the selected contact or contact group, regardless of ticket creation time. |
| FCR Tickets (%) | Displays the FCR (First Contact Resolution) percentage, which is the ratio of the number of public tickets solved or closed by the agent with only one agent reply (i.e., public comments) to the total number of public tickets solved or closed during the specified time period, where the current requester must be the selected contact or contact group. |
| CSAT Score (%) | Displays the CSAT (Customer Satisfaction) score percentage, which is the ratio of the positive ratings to the total survey responses updated during the specified time period from the public tickets where the current requester must be the selected contact or contact group. |
SLA statistics comparison details widget
This widget displays the comparison between the SLA breached tickets based on first response breached, next response breached, resolution breached, and total breached ticket counts during the specified time period. The ticket’s current requester must be the selected contact or contact group.
CSAT stats widget
This widget displays the CSAT (Customer Satisfaction) stats such as the sent count, responded count, response rate, CSAT score percentage, and the percentage of positive, neutral & negative ratings updated during the specified time period from the public tickets where the current requester must be the selected contact or contact group.
Selecting a time period
You can check ticket requests and responses provided within the defined time period by choosing any of the values. The date range applies globally for all the widgets.
Relative dates
The following are the predefined relative date ranges:
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Last 60 days
- Last 90 days
- This year
Custom range
You can use the custom date range option to select any date range that does not match the predefined relative date range values. By default, the custom date range of 31 days (including the current date) will be selected.
Applying filters
Filters are useful in visualizing the data in all the widgets based on your need and checking the tickets requested by specified contact or contact group. For example, when you want to check the details based on a category or brand alone during the specified time period.
Using brand filter
Use the Brand dropdown field near Date Range at the top-right corner to filter the results based on the selected brands. By default, brand preferences will be based on your profile settings.
Using advanced filter
- Click the Filters options at the top-right corner to open a filter panel.
- Select the required field and click the Apply button to refresh all the widgets and effect the chosen conditions.
Note: The relation between the selected fields will be considered as an “And” condition when multiple fields are selected.
