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Comparing Ticket Metrics in Support Traffic vs. Agent Performance Dashboards
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In BoldDesk, dashboards track real-time analytics of the support process. Support Traffic Dashboard and the Agent or Group Performance Dashboards display different values for the same metric, even when the same filters like date range and group (team) are applied.
- Support Traffic Dashboard: Is used for tracking and analyzing the inflow of tickets over time. For more details, refer to this article.
- Agent or Group Performance Dashboards: Is useful in tracking and analyzing the performance of the agents and groups. For more details, refer to this article.
Comparing Similar Metrics Using Same Filters
The Support Traffic and Agent or Group Performance dashboards both include metrics like Tickets Created, Tickets Resolved, Replies by Agent, and Public Replies. These metrics, however, display different values when identical filters are applied. For example, using the same Date Range, Group, or any other field to filter data, these metrics display varying values.
Explaining the variation
| Metric | Support Traffic Dashboard | Agent/Group Performance Dashboard |
|---|---|---|
| Tickets Created | Number of tickets created during the selected time period and assigned to the selected group. | Number of tickets created specifically by members of the selected group within the specified period. |
| Tickets Resolved | Number of tickets that were closed during the selected time period, where the selected group was assigned to the ticket. | Number of tickets marked as solved or closed specifically by members of the selected group within the specified period. |
| Replies by Agent vs. Public Replies | Replies by agent are the number of replies made by any agent on tickets assigned to the selected group within the specified period. | Public Replies are the number of the ticket replies, and public notes specifically added by members of the selected group within the specified period. |
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