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Combined Dashboard

The Multiple Ticket Type Dashboard provides a comprehensive and comparative analysis of various ticket types within an organization. It helps in tracking, managing, and analyzing different ticket categories to optimize workflow efficiency, agent performance, and customer satisfaction.

Combined Ticket Type Dashboard

Benefits of Combined Ticket Type Dashboard​

  • Enhanced Decision-Making - Provides a holistic view of ticket trends and support efficiency
  • Improved SLA Compliance - Helps in reducing SLA breaches and improving response times
  • Optimized Resource Allocation - Ensures teams are assigned based on workload and priority
  • Better Customer Experience - Tracks feedback and ensures faster issue resolution

Key Data Elements in the Dashboard​

1. Ticket Type Overview​

  • Displays different ticket categories such as:
    • Incidents (e.g., system outages, technical failures)
    • Service Requests (e.g., password reset, access requests)
    • Complaints (e.g., customer dissatisfaction, product/service issues)
    • Inquiries (e.g., general questions, information requests)
    • Change Requests (e.g., software updates, system changes)
  • Helps in identifying the distribution and frequency of different ticket types

2. Ticket Volume & Trend Analysis​

  • Tracks the number of tickets created, resolved, and pending for each ticket type
  • Displays daily, weekly, monthly, and yearly trends to analyze fluctuations
  • Helps in forecasting support workload and resource allocation

3. Ticket Status Breakdown​

  • Categorizes tickets based on their current status:
    • Open - Awaiting response or action
    • In Progress - Being worked on by agents
    • Escalated - Moved to higher support levels
    • Resolved - Marked as completed but awaiting confirmation
    • Closed - Fully completed and archived
  • Helps in identifying bottlenecks and unresolved issues

4. SLA Compliance & Breaches​

  • Tracks whether tickets are being resolved within the defined Service Level Agreements (SLAs)
  • Highlights SLA breaches, potential risks, and areas needing attention
  • Helps in improving customer service response times

5. Priority & Urgency Analysis​

  • Classifies tickets based on urgency levels:
    • Low - Routine inquiries with no immediate impact
    • Medium - Issues requiring timely action but not urgent
    • High - Critical issues affecting business operations
    • Urgent - Requires immediate resolution to avoid major impact
  • Ensures teams focus on high-priority tickets first

6. Agent & Team Performance​

  • Displays key metrics per agent/team, such as:
    • Number of tickets assigned
    • Average resolution time
    • Escalation rate
    • First contact resolution (FCR) rate
  • Helps in identifying top performers and training needs

7. Customer Satisfaction & Feedback (CSAT)​

  • Captures customer ratings and feedback on resolved tickets
  • Identifies areas for service improvement
  • Can include Net Promoter Score (NPS) for overall service quality

8. Filtering & Customization​

  • Users can filter the dashboard based on:
    • Date range
    • Ticket type
    • Priority level
    • Assigned agent or team
    • Status (Open, In Progress, Resolved, etc.)
  • Allows for custom views and detailed reporting

9. Comparison Between Ticket Types​

  • Compares ticket categories side by side to identify trends and challenges
  • Provides insights into which ticket types require more resources or improvements

10. Export & Report Generation​

  • Users can download reports in PDF or CSV formats for further analysis
  • Can schedule automated reports to be sent via email
  • Includes historical data tracking for reference and compliance