Creating Dashboards
The Dashboard is a pictorial representation of your custom reports which gives a real-time snapshot of your organization's key metrics. Using dashboards, you can easily visualize the patterns and trends in tickets, channels, and happiness rating data. For example, you can glance at the tickets that are overdue over a period, compare the ticket load of your agents with the previous quarter, or compare the actual tasks created to the incomplete tasks.
Note:
- Custom dashboards are not available on the Free edition.
- Users with Profile permission for managing Reports and Dashboards module can access this feature.
- Dashboard properties (color, gradient, borders, background, etc.) cannot be modified through the user interface.
- Dashboards need to be refreshed manually to display the most recent changes.
- Summary/Matrix/Pivot Reports can be added to the dashboard.
List of Standard Dashboards
In the Dashboard home page the following types of dashboards are available:
| 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 |
Note:
- You cannot delete the standard dashboards that are provided in Zoho Desk.
Creating Dashboard Folders
Dashboards can be stored in publicly accessible folders for all the Zoho Desk agents or private folders with limited access to some of the agents.
Note:
- Administrators and the agents who create the dashboard folder have full control of the folders.
- Other users can access the dashboards only when the owner of the folder provides the access.
To create dashboard folders:
- Click the Analytics module.
- In the Analytics Overview page, click the Dashboards tab from the left panel.
- In the Dashboards List page, click Add Dashboard Folder.
- In the Add Dashboard Folder page, do the following:
- Enter the Folder Name
- In Visible To section, define the folder's accessibility to your agents
- Click Save.
Creating Dashboards
The dashboard is a summarized view of the custom report data in Zoho Desk. It comprises of different types of charts (or components). After creating a dashboard, you must add charts which include Bar, Pie, Line, Funnel, or Table charts. You can select the charts to display the data in a pictorial form and also a table to display the data in tabular format.
To create dashboards:
To create dashboards:
- Click the Analytics module.
- In the Analytics Overview page, click the Dashboards tab from the left panel.
- In the Dashboards List page, click Add Dashboard.
- In the Add Dashboard page, do the following:
- Enter the Dashboard Name
- Select Dashboard Folder from the list in which the dashboard has to be stored
- Enter the Description of the dashboard
- Click Add Component to add charts and tables to the dashboard. You can skip this step, as you can always add it later. (Read, Adding Dashboard Components)
- Enter the Dashboard Name
- Click Save.
Adding Dashboard Components
The dashboard comprises of different types of components that represent data in the pictorial form. After creating a dashboard, you must add components which include Bar, Pie, Line, Donut, Area, Funnel, or Table charts.You can select the charts to display the data in a pictorial form and also a table to display the data in tabular format.
Note:
- You can add a maximum of 10 components in a dashboard.
| 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. |
To add dashboard components:
- Click the Analytics module.
The Overview page opens. - Click the Dashboards tab from the left panel.
- In the Dashboards List page, select a Dashboard in which the component has to be added.
- In the Dashboards page, click Add Component.
- In the Add Component page, choose one of the following:
- Reports: Add components from in-built reports in your account.
- Gallery: Add components from a list of predefined charts.
- Custom View: Add components from predefined and custom list views.
- Embeds: Add table, report, or dashboard components created in Zoho Analytics.
- Reports: Add components from in-built reports in your account.
- Select the desired report / gallery component.
- On selecting a report, do the following:
- In the Component Name text box, enter the name for the component.
- Select the type of chat from the Chart Type list box.
- Under Provide Chart Details part, select the X and Y axis components.
- In the Component Name text box, enter the name for the component.
- On selecting a gallery component, do the following:
- In the Component Name text box, enter the name for the component.
- Select an agent to view data specific to them. All Agents is the default setting.
- Specify a time filter to limit the period of time over which the data is displayed.
Note: The above settings may change from component to component.
- In the Component Name text box, enter the name for the component.
- On choosing a custom view, select the number of rows you want to display in the component.
- Click Add.
After adding a component to the dashboard, you can:
- Click the Edit icon (
) to make changes to the chart component.
- Click the Delete icon (
) to delete the chart created by you.
You can delete only the custom chart components created by you.
Zoom In Charts
You can zoom in through the charts for a better visualization of data. This comes handy while working with massive amounts of data.
To zoom in the charts:
- Click the Analytics module.
The Overview page opens. - Click the Dashboards tab from the left panel.
- In the Dashboards Home page, select the required Dashboard.
- Select and drag the Zoom icon (
) corresponding to a chart to zoom in and out of its data.
You can also click the Refresh icon () to manually refresh its data.
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