Working with Dashboards - Online Help | Zoho Desk

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.
Notes
Note
  1. Custom dashboards are only available in paid editions.
  2. By default, support admins can access Dashboards. Agents with Profile permission for managing Reports and Dashboards can access this feature.
  3. Dashboard properties (color, gradient, borders, background, etc.) cannot be modified through the user interface.
  4. Dashboards need to be refreshed manually to display the most recent changes.
  5. Only Summary Reports can be added to the dashboard.
  6. Custom dashboards cannot be added under the following dashboard folders:
    1. Popular dashboards
    2. Telephony dashboards
    3. Time Based dashboards
    4. 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 
  1. Open tickets by status
  2. Tickets by state
  3. Re-opened tickets
  4. Average ticket handling time by status
  5. Average time taken by agents
Blueprint
  1. Active blueprint records
  2. SLA violated states
  3. All Transitions
  4. SLA violated records (violations vs. adherence)
  5. SLA violated states
  6. Active/Completed blueprint records
  7. Average time per blueprint
  8. Average time per state
  9. Transition occurrence
SLA
  1. SLA violated tickets
  2. SLA Violations
  3. Residual Time
  4. Violation Time
  5. Adherence vs. Violated Tickets (Achieved vs. Violated tickets)
  6. Adherence vs. Violated Instances
  7. Violations by agent
  8. Violations by SLA
  9. Violations by time
  10. Violations by status
  11. Violations by channels



2. Public dashboards

These dashboards are accessible to all users in Zoho Desk. 

Account and Contact
Account by industry
Ticket and Knowledge Base
  1. Requests by priority
  2. Requests by status
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
  1. Call metrics
  2. Inbound answered vs. missed
  3. Outbound answered vs. unanswered
  4. Inbound vs. Outbound
  5. Agent call stats
  6. Call metrics by hour



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
  1. Overview
  2. First contact resolution (FCR)
  3. Channel-wise First Response Time
  4. First response time frame
  5. Agent-wise 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
  1. Overview
  2. Number of responses
  3. Channel-wise response time
  4. Response time frame
  5. Agent-wise response time

Resolution time
  1. Overview
  2. Closed tickets trend
  3. Resolution time frame
  4. Channel-wise resolution time
  5. Agent-wise 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:
  1. Open Ticket
  2. On-Hold Ticket
  3. Overdue Ticket
  4. Due Today
  5. Unassigned Due in 1 hour
  6. Unassigned Ticket
  7. Ticket Stats
  8. Traffic Analysis
  9. Average Handling Time
  10. Happiness rate



6. Customer happiness dashboard
These dashboards display the customer's feedback and their happiness rating.
  1. Customer feedback
  2. Happiness rate
  3. Ratings by agent
  4. Ratings over time



7. Zia dashboards
Zia-based dashboards are only available if prediction is enabled for the particular department. The prediction dashboard captures the below data:
  1. Last 30 day trend vs. Incoming responses
  2. Last 30 day trend vs. Outgoing responses
  3. Trending auto tags
  4. Sentiment analysis
  5. Sentiment trend analysis



8. Global dashboards
Global dashboards can be viewed only in the all department view. It captures the following:
  1. Ticket dashboards - Tickets by departments, channels, and average ticket handling time.
  2. Agent performance - Channel wise agent resolution time.