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As an admin of your helpdesk, it’s important for you to know how different parts of your helpdesk are performing. You should be able to see which group has the most number of unresolved tickets, which customers are likely to be unhappy at the end of the day, and most importantly, you should also be able to see signs of a problem before it becomes an emergency.
You can do all that and more using the Admin Snapshot available in your helpdesk dashboard. To access it, click on the “Standard” dropdown on the top left of your dashboard tab and choose “Admin Snapshot”.
Workload Distribution & Performance Widgets
Today’s Ticket Trends (by Channels)
This widget shows you the trend of incoming tickets in your helpdesk over a 24 hour period (from 00:00 to 23.59 in your helpdesk time zone)
To see the trend of tickets broken down based on the channels through which they were created, click on any part of the graph.
You can hover over the graph to see the number of incoming tickets in each channel at each hour of the day. This will help you understand if all your configured channels are getting the usual number of tickets or if there is a abnormal dip or rise in the incoming tickets.
Please note that “Today’s Ticket Trends” is updated once every 4 hours.
Unresolved tickets by priority
The widget displays a group wise segregation of unresolved tickets which is sorted on the basis of their priority. You can see the number of tickets of each priority against each group giving you an idea of the work load distribution amongst your groups.
The group with the highest number of unresolved tickets is shown first. To see the exact number of unresolved tickets of each priority specific to a group, click on the widget and and hover over that group. The widget will display a maximum of 50 groups only.
Please note that “Unresolved tickets by priority” is updated once every 10 mins.
Unresolved tickets by status
It displays a group wise segregation of unresolved tickets which is sorted on the basis of their status.
You can see an overview of the top 4 statuses with maximum unresolved tickets assigned to every group. If you have more than 4 statuses in your helpdesk, the rest of the statuses will be grouped and shown under “others”. The widget will display a maximum of 50 groups only.
To see the exact number of unresolved tickets of each status specific to a group, click on the widget and hover over the bar corresponding to the group.
The groups are displayed from left to right on the graph, in the descending order of the number of unresolved tickets in each group.
“Detailed Summary” takes you to the unresolved ticket window which shows you a breakdown of unresolved tickets real time in each group based on their current status. You can click on the numbers to see the corresponding tickets.
Please note that “Unresolved tickets by status” is updated once every 10 mins.
Unresolved Tickets by Type
You can again see a group wise sorting of unresolved tickets on the basis of their type.
You can see an overview of the top 4 ticket types with maximum unresolved tickets assigned to every group. If you have more than 4 types in your helpdesk, the rest of the types will be grouped and shown under “others”. The widget will display a maximum of 50 groups only.
To see the exact number of unresolved tickets belonging to each type specific to a group, click on the widget and and hover over that group.
Please note that “Unresolved tickets by type” is updated once every 10 mins.
Group Performance Today
This widget shows you the number of tickets assigned to and resolved by a group in your helpdesk over a 24 hour period (from 00:00 to 23.59 in your helpdesk time zone)
Click anywhere on the widget, to see the overall performance of your helpdesk with respect to the number of tickets assigned to and solved by groups as well as the unassigned tickets solved during the particular day. Also some key performance metrics like First Contact Resolution, Resolution within SLA% and Average Resolution Time(in days) for the particular day is tracked and displayed. The widget will display a maximum of 50 groups only.
You can also scroll and hover your mouse above each group for group specific performance data mentioned above.
Please note that “Group Performance Today” is updated once every 4 hours.
Top Ten Customers by Unresolved tickets
You can see the top 10 customers with maximum number of unresolved tickets using this widget. It shows customers with only 2 unresolved tickets or more.
Click on the customer name to view a listing of all the unresolved tickets raised by the particular customer.
This gives you a good idea about customers who are likely to be unhappy at the end of the day, since they tried reaching your helpdesk multiple times and probably over different channels.
Recent Helpdesk Activity
The Recent Helpdesk Activity feed shows you all the activities that are happening in your helpdesk like creation of new tickets, status changes, agent replies, etc as and when they are happening. You can directly jump into a ticket, customer profile, or agent profile by clicking on the corresponding link in the activity feed.
Often you will need to perform a series of tasks throughout the day without fail to keep your support functioning smoothly. A To-Do list can be used by admins to set reminders for their important tasks. This To-Do list, unlike the one available in the ticket details page, is personal to the admin. However, all the To-Do's you personally add to a ticket are also added to this list. To-do's added for tickets will link back to those tickets.
It is a widget which lets you track, real time the number of agents available for handling
- Ticket Assignment
- Phone calls
- Live Chats
Click on the widget to access the agent availability window. Learn more about agent availability here.
The following widgets will be available to you only if you have configured the corresponding channels.
The Phone summary widget on your dashboard displays the number of agents currently online, the number of agents currently talking to customers and a link to your helpdesk’s call history. Learn more.
The Live Chat summary widget showcases numbers like the number of agents currently in conversation with visitors, the number of available agents, the number of visitors, and number of returning visitors.
The Forum Moderation summary widget shows you the number of posts in your forum which are spam and those in the moderation queue. It will be visible to all agents who have moderation permissions. The widget will not appear if there are no posts in either category. Learn more.
Please note that Unassigned tickets are not shown in any of the widgets and there is no bar with Group Name 'Unassigned'.