Standard Dashboards
The Dashboard is a visual representation of the custom reports present in your Desk account. They provide a real-time snapshot of important business metrics that help in quick decision-making. Using dashboards, you can easily visualize the patterns and trends in tickets, channels, and happiness rating data.
For example, you can easily find overdue tickets, compare the ticket load of your agents against the previous quarter, compare the actual tasks created vs. the incomplete tasks, and more.
Note
- Custom dashboards are only available in paid editions.
- By default, support admins can access Dashboards. Agents with Profile permission for managing Reports and Dashboards 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.
- Only Summary Reports can be added to the dashboard.
- Custom dashboards cannot be added under the following dashboard folders:
- Popular dashboards
- Telephony dashboards
- Time Based dashboards
- Zia dashboards
Standard Dashboards in Desk
Zoho Desk provides a list of default dashboards that cannot be deleted. These dashboards help users to view some commonly occurring business metrics such as open tickets grouped by status, SLA violations by time, products listed by category, and more. Standard dashboards can be viewed and accessed by all Desk users.
Standard dashboards are categorized into the following groups:
1. Popular dashboards | Some of the commonly used business metrics are grouped under popular dashboards that users can find helpful. |
Ticket Status |
|
| Blueprint |
|
SLA |
|
2. Public dashboards | These dashboards are accessible to all users in Zoho Desk. |
Account and Contact | Account by industry |
Ticket and Knowledge Base |
|
Products | Products by category |
3. Telephony dashboards | These dashboards are available once telephony integration is enabled in the Desk account. Both inbound and outbound call metrics are captured under the below mentioned components. |
Calls |
|
| 4. Time based dashboards | These dashboards display the performance of various time-bound activities, such as time taken by the agent to give first response, number of responses given by the agents in a given time frame, and so on. |
First response time |
Note: If telephony integration is enabled then only those calls which have a ticket associated with them will be considered for the first response time. |
Response time |
|
Resolution time |
|
5. Overview dashboard | These dashboards display an overall view of the ticketing process in the Desk portal. The following can be viewed on the overview dashboards:
|
6. Customer happiness dashboard | These dashboards display the customer's feedback and their happiness rating.
|
7. Zia dashboards | Zia-based dashboards are only available if prediction is enabled for the particular department. The prediction dashboard captures the below data:
|
8. Global dashboards | Global dashboards can be viewed only in the all department view. It captures the following:
|
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