11/15/2023 0 Comments Show recent activity![]() The Leaderboard tab showcases the top agents in your team who are leading the race to the Gamification trophies. The Arcade widget has two tabs - Leaderboard and Achievements. If you filter the dashboard by a particular group, the widget will display the numbers according to ticket statuses. Clicking on View details at the top right of the widget will display a split of these tickets by their status. The Unresolved tickets widget shows you the total number of unresolved tickets per group in your helpdesk. ![]() You can also the top ticket metrics such as tickets received/resolved, average first response and response times, and the SLA resolution percentage for the day here. The Today’s trends widget displays a graph showing the number of tickets received today at a particular time compared to the same time the previous day. You can directly jump to a ticket, customer, or agent by clicking on the corresponding link in the list. This will include status changes, ticket assignments and even, agent replies. The Recent activities list at the top right corner of the Dashboard shows you a timeline of activities on new tickets submitted to your helpdesk, as a right slider panel. You can see the number of tickets that are in the following statuses - Unresolved, Overdue, Due today, Open, On hold and Unassigned, right at the top of the Dashboard for easy reference. The Ticket summary ribbon tells you how many tickets are currently being handled by agents in your helpdesk. *For example: If you are in Sprout/Blossom plan, you will not be able to view details of the tickets that are overdue. *If you are in other plans, the widgets will be displayed according to the features available in your plan. *All the above widgets will be displayed only if you are in Estate plan and above. On the Estate plan, an admin will see the following widgets on the Dashboard: Learn more about agent availability here. You can control your availability to accept chats from visitors on your website, if the Admin has given you the permission to do so. You can see real-time alerts on important ticket events in the Notification Center. To know more about how search works, please read here. You can search your entire helpdesk for specific information about tickets, solution articles, forum posts or customers from the search tab. You can create a new ticket, outbound email, contact or company by clicking on the corresponding option in this dropdown. They can also filter the Dashboard by Group or Product to only see metrics corresponding to a particular group or product.Īt the top right corner of the Dashboard, you will see the following icons: Supervisors and Admins can take stock of daily trends, agent availability and current customer satisfaction ratings to make quick decisions on staffing and work distribution. It is tailored according to your role as well as the current plan of your helpdesk.Īgents can quickly get up to speed with what’s on their plate for the day and keep an eye on what customers think about their support. The Dashboard gives you an overview of what’s happening with your service desk software currently.
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