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Overview screen

Reports Overview

By default, accessing Reports will display the Ticket Insights dashboard, and the Overview Dashboard Report.

The Tickets Insight Dashboard is one of two built-in dashboards, the other being the Chat Insights dashboard.

The Overview Report

The default Overview Report within the Ticket Insights dashboard displays the following statistics:

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  • Backlog: Number of tickets with the ‘Awaiting agent’ status

  • Online Agents: Number of agents currently online

  • New Tickets Today: Number of new tickets created that day

  • New Chats Today: Number of new chats created that day

  • Avg Response Time: Mean number of minutes it takes for agents to respond to users across all tickets in the helpdesk.

  • Satisfaction Today: Percentage of user feedback submissions which have been positive that day

  • Replies Today: Number of ticket replies sent by all agents to users that day

  • Resolved Today: Number of tickets set to ‘Resolved’ status that day

  • Backlog by Department: Bar graph showing number of tickets with the ‘Awaiting agent’ status, split by department

  • Backlog by Team: Bar graph showing number of tickets with the ‘Awaiting agent’ status, split by team

  • Replies Today by Hour: Bar graph number of ticket replies sent by agents to users that day, split by hour

  • Top Agents: List showing number of ticket replies sent to users by each agent that day

  • SLA Status: Pie chart showing the percentage of tickets that have either met SLAs, failed SLAs, or are at risk of failing SLAs that day

  • New Tickets by Channel: Pie chart showing the percentage of tickets that have been submitted via email, web portal, or site embed that day

  • New Tickets by Department: Pie chart showing the percentage of tickets that have been submitted to each department that day

  • Time to First Reply: Pie chart showing percentage of tickets grouped by time elapsed between user submission and first agent reply.

  • New Tickets by Hour: Line graph showing number of tickets created per hour that day

  • Top KB Views: List showing number of article views for each knowledgebase article viewed that day

  • Top KB Searches: List showing frequency of each search query submitted by users in the knowledgebase that day

  • Chats by Agent: List showing frequency of chats handled by each agent that day

  • Top Snippets: List showing frequency of each snippet used by agents that day

As the owner of this Dashboard, you will be able to edit its properties and and determine which agents are able to view or edit it.

To learn more about using Dashboards, refer to the next section of this Guide.

Authors list

First published: 23/03/2018

Last updated: May 22, 2018 by Benedict Sycamore