Blueprint Dashboard
For example, when a customer raises a query, the agent needs to analyze the issue, reach out to the customer for further input, provide the resolution, and finally close the ticket. Following this step-by-step process will help in providing the proper resolution and also keep the customers notified about the progress.
If each team member follow their own approach to handle tickets, it will result in inconsistencies, miscommunication, and confusion, both within the team and with customers.
In such cases, a blueprint is used to define the exact steps the agents must follow from ticket creation to closure. Every status update and action required to resolve the issue is provided clearly.
All agents must adhere to the blueprint to achieve the goal. For more information on how to create a blueprint, refer to Creating a Blueprint in Zoho Desk.
The blueprint dashboard is department specific, and it allows managers to monitor the effectiveness and adherence of the process. As each department and team may have their own blueprint, the dashboard further provides insights into the following:
- Active blueprint tickets - The number of tickets that are currently going through the blueprints.
- SLA violated tickets - The number of tickets that violated the overall SLA defined in the blueprint.
- All transitions - The number of tickets that went through all the transitions as per the blueprint.
Filtering the blueprint dashboard
By default, the dashboard displays data from the last 24 hours. It can be filtered to view specific data.
- Blueprint name - All the blueprints created in a department will be listed down.
- Duration
- Last 24 Hours
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom
Dashboard components
Active and completed records
This component displays the tickets that are currently going through the blueprint that are categorized under active records and the ones that have completed or exited the blueprint process.
SLA violated states
A blueprint typically includes three status types - Open, On hold, and Closed. If the SLA for the on hold state is set to seven days, but tickets often remain in that state for over a month, it may suggest that the SLA is unrealistic and the actual average response time is closer to a month. By analyzing this data, managers can gain insights into how long tickets stay in each state, making it easier to adjust SLAs based on real trends and improve overall efficiency.
SLA violated vs adherence records
SLA violated tickets are the tickets that did not adhere to any SLA and took more time than defined. Adherence tickets track the team's consistency on meeting SLA targets.
The SLA violations focus on what went wrong, providing scope for improvement. The adherence records show how the support team is effectively delivering within the set timelines.
The percentage and the actual number of tickets that have violated and adhered to the SLA targets are displayed for comparison.
Average time per blueprint
This refers to the average time taken per transition in each blueprint. A department may have multiple blueprints based on the tasks they handle. For example, a feature request blueprint may take an average of a month to come to resolution, but a bug fix blueprint will have less resolution time. Managers can analyze the time taken by the tickets for each blueprint, and can even analyze it further for more details.
Average time per state
This refers to the average amount of time taken in a ticket to move through each state of a blueprint, from 'Open' to 'Closed'. This will help the managers understand how long a ticket ideally stays in a particular state to address the lapse.
Transition occurrence
This chart displays the number of times a particular transition is performed. A higher transition occurrence may indicate the state at which a ticket enters repeatedly.
For example, if the average response time for a ticket is 4 hours, but ticket responses were sent around 10 hours, the 'Escalated' transition must be performed to notify managers about the delay. If tickets are moved to the 'Escalated' state multiple times, then it indicates a process gap that requires further investigation.
The transition occurrence performed by each agent can also be verified using the 'All agents' drop-down in the top-right corner.
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