The Headquarters - Zoho Desk Knowledgebase

Manager Dashboard - The HQ

The Headquarters is designed to provide you with live, actionable insights into your helpdesk activities. There are seven informational tools to help you make informed decisions and operate more efficiently.
These are the available tools:  
  • Incoming and Outgoing Bandwidth - A bandwidth chart that plots the number of incoming and outgoing responses on a line-graph for easy analysis.
  • Live Traffic | Incoming - The number of ticket responses received in your helpdesk in the last hour.
  • Live Traffic | Outgoing - The number of tickets responses sent from your helpdesk in the last hour.
  • Unassigned Tickets - The total number of unassigned tickets for your Zoho Desk account. 
  • Agents Online - Agents who are logged in and are available to provide customer support.
  • Agents Offline - Agents who are currently offline or logged out of Zoho Desk.
  • Most Threaded Tickets - The 25 tickets with the most discussion over the last 30 days.
  • Customer Happiness - Your overall customer satisfaction score, as well as the latest 25 tickets with a negative rating during the last 30 days.

Let's look at each of these tools in detail:

Incoming and Outgoing Bandwith
The bandwidth chart plots the number of incoming and outgoing responses on a timeline graph. By default, this tool will display bandwidth for the last six hours. You can customize the chart to view bandwidth over different time periods, including 'Last 24 hours', 'Today', 'Current Week', and 'Current Month'. The chart will help you staff agents across different business hours and geographies optimally.

Live Traffic
Using individual graphs that display the number of incoming and outgoing responses per hour, you can assess the busiest times of your support operation. These tools are dynamic; they reflect change as it happens. These graphs are set to auto-scale based on the data to ensure that you run the most responsive helpdesk.

Unassigned Tickets
This tool displays the total number of unassigned tickets in Zoho Desk. You can also view the unassigned tickets that are separated into these categories: overdue and due in the next hour. 
The tool will help you to:
  • Prioritize and close existing tickets before answering the new ones that come in.
  • Focus on tickets that have been bouncing back and forth with no closure.
  • Make decisions between assigning tickets to agents or giving them the responsibility of picking up tickets.

Agents Online
The Agents Online tool displays a list of agents who are logged in and available to provide customer support. You can view each agent's overdue (  ) tickets, tickets due in the next hour (  ), and the total number of tickets (  ) assigned to them. Agents with the most overdue tickets will be listed at the top.
This tool will help you to:
  • Ensure that your agents pay attention to their overdue tickets in the order of importance.
  • Triage tickets based on the workload of your agents. 

Agents Offline
The Agents Offline tool displays a list of agents who are currently logged out of their Zoho Desk account. You can view each agent's overdue (  ) tickets, tickets due in the next hour (  ), and the total number of tickets (  ) assigned to them. Agents with the most overdue tickets will be listed at the top.
This tool can be used to:
  • View the ticket load for each of your offline agents.
  • Assign overdue tickets from an offline agent to an active agent right away. 
  • Reclaim tickets that are almost overdue.

Most Threaded Tickets
Sometimes, tickets will have a lot of activity associated with them. A recurring issue or extended sales process can quickly increase the number of conversations on a ticket. The Most Threaded Tickets tool will provide a quick snapshot of the 25 tickets with the most thread exchanges.
The tool will help you to:
  • Figure out the most common issues that often nag your customers.
  • Train your agents to reduce the average number of interactions with your customers.
  • Fast track support by calling up customers instead of writing emails.

Customer Happiness
The Customer Happiness tool displays the overall happiness score based on your last 100 ratings. It lets you monitor your customers' satisfaction levels and react if it's going down the wrong path. This tool also keeps track of the 25 most recent negative feedbacks received by your agents. 
This tool will help you to:
  • Quickly access tickets that have been given a negative rating or feedback.
  • Follow up with customers who aren't satisfied with your customer support.
  • Ensure that your agents receive training on the nuances of providing better support. 

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