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An Overview About Reports and Dashboards Available in BoldDesk
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The Reports module contains both dashboards and reports which are useful for analytics and making informed decisions based on data. Some reports support advanced filtering of data and saving filters as views.
Please watch this video tutorial for further information.
The system predefined dashboards and reports are as follows:
Dashboards
| Dashboard Name | Description |
|---|---|
| Support Monitoring Dashboard | Tracks the current status of support tickets. |
| Support Traffic Dashboard | Tracks and analyzes the inflow of tickets over time. |
| SLA Dashboard | Tracks SLA breaches and accomplishments. |
| Agent Performance Dashboard | Tracks and analyzes performance of the agents and groups. |
| Contact Performance Dashboard | Tracks and analyzes tickets & updates raised by customers. |
| Activity Dashboard | Tracks and analyzes the inflow of activities over time. |
| Knowledge Base Dashboard | Tracks and analyzes the inflow of articles and their performance over time. |
Reports
| Report Name | Description |
|---|---|
| Customer Satisfaction Report | Tracks and analyzes customer satisfaction feedback. |
| Ticket Conversation Report | Review message updates. |
| Worklog Report | Tracks billable and non-billable time spent on support tickets. |
| Ticket Metrics Report | Quantitative measurements used to evaluate the performance and effectiveness of the support system. |
