Agent Portal Home Page
The Agent Home Dashboard shows ticket workload and personal performance information for the signed-in user, including:
- Ticket counts and ticket lists for the signed-in user (and related categories such as group/shared/watchers).
- User-level ticket statistics (for example, Pending, On Hold, due metrics).
- Customer Satisfaction (CSAT) widget and score.
Customer Satisfaction report (CSAT)
The Customer Satisfaction report (CSAT) widget helps track and analyze customer satisfaction based on customer rating responses.
Rating sentiment categories (5-point scale)
- Positive: rating points 4 or 5
- Neutral: rating point 3
- Negative: rating points 1 or 2
CSAT Score widget
The CSAT Score widget calculates a customer satisfaction percentage from collected rating responses.
Formula
- CSAT Score = (Positive Rating × 100) / Total Responses
Interpretation note
- A CSAT Score of 75% to 85% is considered good.
Pending Approvals and Activities
The Pending Approvals and Activities widget shows approval requests and activities associated with tickets.
Assigned Tickets (statistics)
The Assigned Tickets section shows statistics for tickets assigned to each user, including ticket progress metrics.
Assigned Tickets metrics
| Metric | Description |
|---|---|
| Pending | Count of tickets where user action is required. |
| On Hold | Count of tickets where the status category is held. |
| Resolution Due (overdue + today) | Count of tickets where the status category is pending and the resolution time is less than the current day. |
| Response Due (overdue + today) | Count of tickets where the status category is pending and the response time is less than the current day. |
Ticket details (ticket lists by category)
The Ticket details section lists tickets for each category below.
Ticket detail categories
| Category | Description |
|---|---|
| Pending | Tickets assigned to the specified agent or group that are not in Solved or Closed status. |
| Response Due (overdue + today) | Tickets assigned to the current user where the response time is less than the current day. |
| Resolution Due (overdue + today) | Tickets assigned to the current user where the resolution time is less than the current day. |
| Created | Tickets created by the current user. |
| Requested | Tickets requested by the current user. |
| Participated | Tickets the current user has participated in. |
| Mentioned | Tickets where the current user has been @mentioned. |
| Shared With Me | Tickets shared with a specific agent. |
| Shared With My Groups | Tickets shared with the groups that the agent belongs to. |
| Watching | Tickets where the current user is added as a watcher. |
| CC’d | Tickets where the current user has been CC’d. |
Ticket details filters
Each ticket detail category supports filters based on status category.
| Filter | Description |
|---|---|
| Pending | Lists tickets where the status category is pending. |
| Hold | Lists tickets where the status category is held. |
| Closed | Lists tickets where the status category is closed. |
Troubleshooting
Ticket created via email isn’t visible in the Agent Home Dashboard
Symptom
A ticket created by sending an email to the support address does not appear in the Agent Home Dashboard.
Cause
The Agent Home Dashboard → My Tickets view shows only tickets assigned to the signed-in agent account, and only tickets that match the currently selected ticket view and filters (for example, Pending, On Hold, Closed).
Resolution steps
- Confirm whether the email-created ticket is assigned to your agent account or assigned to another agent/group.
- Change the dashboard ticket view/filter (for example, switch to My Group or Agents).
- Review the applied status filters (Pending, Hold, Closed) and confirm the ticket meets the selected filter conditions.
Frequently Asked Questions
-
What does the CSAT widget measure?
The CSAT widget measures customer satisfaction using rating responses and groups ratings into Positive (4–5), Neutral (3), and Negative (1–2). -
Why don’t I see an email-created ticket under “My Tickets” on the Agent Home Dashboard?
“My Tickets” shows only tickets assigned to your agent account and matching the selected filters. If the ticket is assigned to another agent or group, it will not appear. -
What does the “Pending” ticket detail category include?
It lists tickets assigned to the specified agent or group that are not in Solved or Closed status. -
What do the Ticket Details filters (Pending/Hold/Closed) do?
They filter ticket lists by status category: pending, held, or closed.
