1. Popular dashboards | Some of the commonly used business metrics are grouped under popular dashboards that users can find helpful. |
Ticket Status |
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Blueprint |
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SLA |
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2. Public dashboards | These dashboards are accessible to all users in Zoho Desk. |
Account and Contact | Account by industry |
Ticket and Knowledge Base |
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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 |
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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 |
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Resolution time |
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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:
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6. Customer happiness dashboard | These dashboards display the customer's feedback and their happiness rating.
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7. Zia dashboards | Zia-based dashboards are only available if prediction is enabled for the particular department. The prediction dashboard captures the below data:
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8. Global dashboards | Global dashboards can be viewed only in the all department view. It captures the following:
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