Overview About Support Traffic Dashboard
The Support Traffic Dashboard is used for tracking and analyzing the inflow of tickets over time. The dashboard represents visualization data based on created tickets and compares created tickets vs closed time periods. These metrics can also be obtained by grouping brand, category, status, priority, source, type, and time (i.e., hour, date, month, and year).
The dashboard provides a summarized view of the activities done on the tickets. This helps the support team to enhance customer satisfaction and concentrate on their tasks effectively.
Selecting time period
You can check the inflow of the tickets based on the time period by choosing any of the following values. The data range will be applicable globally for all widgets.
Relative dates
The following are the predefined relative date ranges:
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Last 60 days
- Last 90 days
- This year
Custom range
You can use the custom date range option to select any date range that does not match the predefined relative date range values. By default, the custom date range of 31 days (including the current date) will be selected.
Applying filters
Filters are more useful to visualize the data in all widgets to check the inflow of the created and closed tickets. For example, you can check the inflow details of particular category or brand alone during a 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 based on 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 multiple fields are selected.
Ticket statistics widget
The ticket status widget provides the following metrics:
| Metrics | Description |
|---|---|
| Ticket Created | Displays the number of tickets created during the specific time period. |
| Ticket Reopened | Displays the number of tickets created during the specific time period and are reopened at least once. The ticket status changed from Solved or Closed to any other status (i.e., not Solved to Closed and Closed to Solved). |
| Ticket Pending | Displays the number of tickets that are not closed and are created during the specific time period. |
| Ticket Closed | Displays the number of tickets with closed status 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. |
| Replies by Agent | Displays the number of public responses updated by an agent during the specific time period, regardless of ticket creation time. |
Ticket created widget
This widget displays the count of created tickets based on the selected group by ticket field in the required chart type during the specific time period.
Supported Group by Fields: Status, Status Category, Priority, and Source
Supported Charts: Pie Chart, Doughnut Chart, Pyramid Chart, Funnel Chart, and Grid View
Ticket created widget
This widget displays the count of created tickets as comparison of each item of the selected group by ticket field during the specific time period.
Group by Fields: Brand, Category, Type, and Custom Fields (i.e. Dropdown (single-select))
Supported Charts: Bar Chart, Column Chart, Line Chart, and Grid View
Ticket created vs closed widget
This widget displays the comparison between the total ticket created count and the total ticket closed count of each item of the selected group by ticket field during the specific time period.
Group by Fields: Brand, Category, Priority, Source, Status, Status Category, Type, and Custom Fields (i.e. Dropdown (single-select))
Supported Charts: Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart, Line Chart, and Grid View
SLA Achieved vs Breached based on Ticket Creation
This widget displays the comparison between the total number of tickets in which SLA is achieved and SLA is breached by considering any of the metrics (i.e. First Response, Next Response, and Resolution) based on the tickets created during the specified time period, regardless of the SLA achieved or breached time of the selected group by fields.
Note: If any ticket has an SLA Breached Count greater than zero, then that ticket will not be considered as SLA achieved.
Group by Fields: Brand, Category, Priority, Source, Status, Status Category, Type, and Custom Fields (i.e. Dropdown (single-select))
Supported Charts: Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart, Line Chart, and Grid View
Ticket created vs Closed widget (across time)
This widget displays the comparison between the total ticket created count and the total ticket closed count across time (i.e., Hour, Date, Month, and Year).
Supported Charts: Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart, Line Chart, and Grid View
