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Custom Dashboard

A Custom Dashboard for a Single Ticket Type is a specialized view that provides focused insights and analytics related to a specific category of tickets. This ensures that teams can monitor, manage, and optimize the handling of particular types of tickets effectively.

Custom Dashboard for a Single Ticket Type

Definition​

A Custom Dashboard for a Single Ticket Type is a user-defined interface that tracks and displays real-time and historical data for a specific ticket type (e.g., Incidents, Service Requests, Change Requests, Complaints). It allows agents and managers to analyze performance, track resolutions, and ensure SLA compliance for that ticket type.

Key Features & Components​

  1. Ticket Overview Panel a. Total number of open, in-progress, and closed tickets of the selected type b. Breakdown by priority (Low, Medium, High, Critical)

  2. Agent Performance Metrics a. Assigned vs. resolved tickets per agent b. First Contact Resolution (FCR) rate c. Average handling and resolution time d. Escalation rate for the specific ticket type

  3. SLA Compliance Tracking a. Percentage of tickets resolved within SLA b. Alerts for SLA breaches and overdue tickets

  4. Customer Satisfaction (CSAT) & Feedback a. CSAT ratings specific to the ticket type b. Common feedback trends or issues raised by customers

  5. Trends & Analytics a. Volume trends (daily, weekly, monthly) b. Common categories/subcategories within the ticket type c. Root cause analysis for frequently occurring issues

  6. Filtering & Customization Options a. Date range selection b. Filter by priority, assignee, or status c. Custom widgets to highlight key insights relevant to the business

Benefits of a Custom Dashboard for a Single Ticket Type​

  • Focused analysis on a specific category of tickets
  • Improved resolution time through targeted monitoring
  • Helps in identifying recurring issues and improving processes
  • Ensures SLA adherence and boosts customer satisfaction
  • Customizable to align with business goals and priorities

Creating a Custom Dashboard​

Step-by-Step Process​

  1. Select Dashboard Type

    • Navigate to the Dashboard section
    • Click on "Create New Dashboard"
    • Select "Single Ticket Type Dashboard" from the options

  2. Choose Ticket Type

    • Select the specific ticket type you want to monitor (Incidents, Service Requests, etc.)
    • Define the scope of data to include (time period, departments, etc.)

  3. Select Widgets

    • Choose from available widgets based on your monitoring needs
    • Arrange widgets in the desired layout
    • Configure each widget with specific parameters

  4. Set Refresh Rate

    • Define how frequently the dashboard should update
    • Options typically include real-time, hourly, or daily updates

  5. Configure Alerts

    • Set up notifications for critical thresholds
    • Define alert recipients and delivery methods

  6. Save and Share

    • Name and save your custom dashboard
    • Set permissions for viewing and editing
    • Share with relevant team members

Customization Options​

  • Layout Customization: Drag and drop widgets to create your ideal view
  • Color Coding: Highlight critical metrics with custom color schemes
  • Export Options: Schedule regular exports or generate on-demand reports
  • Saved Views: Create and save multiple configurations for different purposes