Overview About Support Monitoring Dashboard
The support monitoring dashboard allows you to track the current status of support tickets. This dashboard represents the visualization data based on ticket stats and created tickets and helps to find the busiest time of the day by using the created tickets, agent replies, and customer replies over a time period. This data helps the support team to analyze the customer feedback and enhance the productivity of the company.
Please watch this video tutorial for further information.
Overview statistics widget
The overview stats widget provides the following metrics:
| Metrics | Description |
|---|---|
| Pending Tickets | Displays the total number of tickets that have not been closed. |
| Hold Tickets | Displays the total number of tickets in the hold status category. |
| Response Overdue | Displays the total number of tickets for which responses are overdue. |
| Resolution Overdue | Displays the total number of tickets whose resolution is overdue. |
| Available Agents | Displays the total number of available agents. |
Selecting time period
You can check the ticket statistics and the created ticket details based on the time period by choosing any of the following values.
Relative dates
The following are the predefined relative date range:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- Last 90 Days
Time period for ticket statistics and ticket created widgets
Time period for busiest time of day widget
Applying filters
Filters are used to visualize the data in all the widgets to check the created ticket and busiest time of the day. For example, you can check the details of a particular category or brand alone during the specific time period.
Using brand filter
Use the brand dropdown list near the Date Range at the top-right corner to filter the result based on the selected brands. By default, the corresponding brand of the host value from the URL will be selected.
Using advanced filter
- Click the Filters options at the top-right corner. The filter panel opens.
- Choose the required condition and click Apply to refresh all the widgets resulting in the chosen conditions.
Note: The relation between the selected fields will be considered as “And” condition when the multiple fields are selected.
Ticket statistics widget
The ticket stats widget provides the following metrics:
| Metrics | Description |
|---|---|
| Ticket Created | Displays the number of tickets created during the specific time period. |
| Ticket Closed | Displays the number of tickets whose status is closed during the specific time period. |
| Replies by Agent | Displays the number of public responses updated by an agent during the specific time period, regardless of ticket creation time. |
| Replies by Contact | Displays the number of responses updated by the customer during the specific time period, regardless of ticket creation time. |
| Today’s Pending / Overdue (Response) | Displays the total number of tickets for which responses are overdue. |
| Today’s Pending / Overdue (Resolution) | Displays the total number of tickets for which resolution is overdue. |
Ticket created widget
This widget displays the count of created tickets compared to each item of the selected group by ticket field during the specific time period.
Supported Group by Fields: Brand, Category, Priority, Source, Status, Status Category, Type, and Custom Fields (i.e. Dropdown (single-select))
Supported Charts: Column Chart, Line Chart, and Grid View
Busiest time of day widget
This widget helps you to identify the busiest and idle time of the day based on the selected metrics during the specific time period.
Supported Group by: Ticket Created, Agent Reply, and Customer Reply
Supported Charts: Heat Map
