Dashboard Name | Standard Dashboard Components |
Ticket Status Dashboard | |
Open Tickets by Status | |
Tickets by State | |
Re-opened Tickets | |
Avg. Handle Time by Status | |
Blueprint Dashboard | |
Active Blueprint Records | |
SLA Violated States | |
SLA Violated Records | |
Completed Blueprint Records | |
Average Time Per Blueprint | |
Average Time Per State | |
Transition Occurence | |
SLA Dashboard | |
SLA Violated Tickets | |
Achieved vs. Violated Tickets | |
Achieved vs. Violated Count | |
Violations by Agent | |
Violations by SLA | |
Violations by Time | |
Violations by Status | |
Violations by Channels | |
Account and Contact Dashboards | |
Accounts by Industry | |
Ticket and Article Dashboards | |
Tickets by Priority | |
Tickets by Status | |
Product Dashboards | |
Products by Category | |
Phone Agent Availability | |
On Call | |
Online | |
Busy | |
Offline | |
Calls Dashboard | |
Call Metrics | |
Answered vs. Missed | |
Inbound vs. Outbound | |
Agent Call Stats | |
First Response Time | |
First Response Time | |
First Call Resolution (FCR) | |
Channel-wise First Response Time | |
First Response Time Frame | |
Agent-wise First Response Time | |
Response Time | |
Response Time | |
Number of Responses | |
Channel-wise Response Time | |
Response Time Frame | |
Agent-wise Response Time | |
Resolution Time | |
Resolution Time | |
Closed Ticket Trend | |
Resolution Time by Channels | |
Resolution Time Frame | |
Agent-wise Resolution Time |
Chart Type | Description |
Bar Chart | To display two or more kinds of data that can be used to compare values across categories. |
Pie Chart | To display data that is divided into triangular areas proportional to the percentages of the whole and to illustrate the relationship of parts to the whole. |
Line Chart | To display a trend over a period with the variations in the multiple values in a single chart. |
Funnel Chart | To show the convergence of data from the entry level to the exit level. It is typically used show the ticket flow at any point in time. |
Table Chart | To show the sum of the values in each category of the data. |
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