Add a new metric to the Analytics dashboard ->Tickets Transferred to the relevant department

Dear Zoho Desk Support Team,

I'm writing to request a feature enhancement that would significantly improve our ability to analyze workload within the Desk departments.

After talking with Zoho support I understand that this is not an option as for now - so I open a new feature request for you to consider.

Current Functionality:

Zoho Desk's Analytics dashboard provides valuable insights, including the "Open Ticket" counter and "Backlog Tickets (Average)" section. However, these features have limitations for tracking daily workload specifically related to transferred tickets.

Limitation:

Open Ticket Counter: This metric only captures tickets opened today . This will show only tickets that were opened today (Regardless of their department assignment) and will not include tickets that was opened another day in another department and got transferred to the relevant department today.

Backlog Tickets (Average): This section displays the average number of unresolved tickets, not the number of tickets added to the backlog on a specific day. I

Impact on Department Workload Analysis:

To effectively assess daily workload, we require a clear picture of both new tickets directly assigned to the relevant department and transferred tickets not opened on the same day. The current metrics lack the granularity needed for this analysis.

Feature Request:

We propose the addition of a new metrics to the Analytics dashboard:

Tickets Transferred to the relevant department Today: This metric would specifically track the number of tickets reassigned to the relevant department on a given time frame, regardless of their original opening date.

When adding such a new metrics you should also make sure that the existing matric that shows now ticket will not show tickets that were transfered from another departments.

Benefits:

the additional metric would provide a more accurate and insightful view of the relevant department's daily workload.

This information would be invaluable for:

Resource Allocation: Effectively allocating resources based on the actual volume of tickets requiring attention.

Performance Monitoring: Tracking trends and identifying areas where workload management adjustments might be necessary.

Team Support: Providing representatives with a clearer picture of their daily workload, allowing for better time management and planning.

Conclusion:

We believe that implementing these features would significantly enhance the usability of Zoho Desk's Analytics for measuring daily workload within specific departments. We appreciate your consideration of this feature request.

Thank you for your time and support.

Sincerely,

Ram

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Topic Participants
Ram Freedman
Shivani | Zoho Desk

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