Home Page of Agent Portal

The home page provides information about the tickets assigned to the user, stats of the user, and customer satisfaction rating.

Customer satisfaction report

The customer satisfaction report (CSAT) helps you to track and analyze your customer’s satisfaction according to the service provided to them. It is an easy way to measure customer satisfaction exactly. The sentiment of customers is divided into three categories. For a 5-point rating scale, it is classified as mentioned below,

• Positive – Rating Points (4,5)
• Neutral – Rating (3)
• Negative – Rating (1,2)

Customer Satisfaction Score (CSAT Score) is a key widget that gives out clear analytical data by counting on how satisfied or dissatisfied a customer is according to the service provided.

Formula: (CSAT Score = (Positive Rating * 100) / Total Responses)

Pending Approvals and Activities

This shows the approvals and activities in a ticket.

Assigned Tickets

The assigned tickets section displays the statistics for the tickets assigned to each user with the tickets’ progress.

The statistics details are as follows:

Metrics	Description
Pending	Pending displays the count of tickets in which the user action is required.
On Hold	On hold displays the count of tickets in which the status category is held.
Resolution Due (overdue + today)	Resolution due displays the count of tickets where the status category is pending, and resolution time is less than the current day.
Response Due (overdue + today)	Resolution due displays the count of tickets where the status category is pending, and response time is less than the current day.

Ticket details

This section displays the details of tickets for each category.

The details displayed are as follows:

Metrics	Description
Pending	Lists all the tickets that are assigned to the specified agent or Group and are not in solved or closed status.
Response Due (overdue + today)	Lists all the tickets that are assigned to the current user where the response time is less than the current day.
Resolution Due (overdue + today)	Lists all the tickets that are assigned to the current user where the resolution time is less than the current day.
Created	Lists all the tickets that are created by the current user.
Requested	Lists all the tickets that are requested by the current user.
Participated	Lists all the tickets that the current user has participated in.
Mentioned	Lists all the tickets that the current user has been @mentioned.
Shared With Me	Lists all the tickets have been shared with a specific agent.
Shared With My Groups	Lists all the tickets have been shared with the groups that the agent belongs.
Watching	Lists all the tickets that the current user is added as watcher.
CC’d	Lists all the tickets that the current user has been CC’d on.

There are also some filters in each category of ticket details.

Metrics	Description
Pending	Lists all the tickets in which the status category is pending.
Hold	Lists all the tickets in which the status category is held.
Closed	Lists all the tickets in which the status category is closed.