Analytics Dashboard
Your real-time command center for support performance.
Dashboard Layout
Top Bar
- Date range selector
- Filter controls
- Export button
- Refresh indicator
Key Metrics Row
Large number cards showing:
- Total tickets (period)
- Open tickets (current)
- Avg. first response
- CSAT score
Charts Section
Visual representations of:
- Volume over time
- Tickets by status
- Tickets by channel
- Response time distribution
Tables Section
Detailed breakdowns:
- Agent leaderboard
- Recent tickets
- SLA status summary
Key Metrics Explained
Total Tickets
Tickets created in the selected period.
Why it matters: Shows demand on your team.
Open Tickets
Current unresolved tickets (not period-specific).
Why it matters: Shows current workload.
Avg. First Response
Mean time to first agent reply.
Why it matters: Key customer experience metric.
CSAT Score
Customer satisfaction rating (0-100%).
Why it matters: Direct measure of customer happiness.
Charts
Volume Over Time
Line/bar chart showing tickets created:
- By day, week, or month
- Spot trends and spikes
- Plan staffing accordingly
Reading it:
- Peaks = high volume days
- Trends up = growing demand
- Patterns = predictable cycles
Tickets by Status
Pie chart showing distribution:
- Open
- Pending
- Resolved
- Closed
Reading it:
- Large "Open" = backlog issue
- Large "Pending" = waiting on customers
- Healthy = mostly Resolved/Closed
Tickets by Channel
Bar chart showing source:
- Widget
- Slack
- Other integrations
Reading it:
- Dominant channel = focus optimization there
- Growing channels = prepare for volume
- Unused channels = promote or remove
Response Time Distribution
Histogram showing response time buckets:
- 0-1 hour
- 1-4 hours
- 4-8 hours
- 8-24 hours
- 24+ hours
Reading it:
- Left-heavy = fast responses
- Right-heavy = slow responses
- Outliers = investigate specific tickets
Agent Leaderboard
Columns
| Column | Description |
|---|---|
| Agent | Name |
| Tickets | Total handled |
| Resolved | Tickets resolved |
| Avg. Response | Mean response time |
| CSAT | Satisfaction score |
Sorting
Click column headers to sort:
- Most tickets
- Fastest response
- Highest CSAT
Filtering
Filter to specific teams or roles.
Customizing Dashboard
Rearrange Widgets
Drag and drop widgets to preferred positions.
Resize Widgets
Expand or collapse widgets as needed.
Hide/Show Widgets
Toggle visibility of specific metrics.
Save Layout
Your customizations persist across sessions.
Real-Time Updates
Dashboard updates automatically:
- New tickets appear immediately
- Metrics recalculate continuously
- No manual refresh needed
Manual Refresh
Click the refresh icon to force update.
Last Updated
Timestamp shows when data was last refreshed.
Quick Actions
From the dashboard, quickly:
View Ticket Details
Click any ticket number to open it.
See Agent Details
Click agent name for individual stats.
Apply Filters
Click chart segments to filter (e.g., click "Email" in channel chart).
Export Data
Download visible data as CSV.
Dashboard Filters
Date Range
Select the time period for all metrics:
- Quick presets (Today, Last 7 days, etc.)
- Custom range with date picker
Other Filters
| Filter | Effect |
|---|---|
| Agent | Show only selected agent's data |
| Team | Show only selected team's data |
| Channel | Show only selected channel |
| Priority | Show only selected priority |
| Tags | Show only tickets with tag |
Filter Combinations
Combine multiple filters:
- "Last 7 days" + "Email channel" + "High priority"
- Shows high-priority email tickets from last week
Clear Filters
Click "Clear all" to reset to default view.
Best Practices
Daily Check
Start each day reviewing:
- Open ticket count
- Yesterday's metrics
- Any anomalies
Weekly Review
Each week examine:
- Volume trends
- Response time trends
- Agent workload balance
Monthly Analysis
Monthly deep dive into:
- Month-over-month comparison
- CSAT trends
- SLA achievement