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Overseeing the quality of employee performance, workload, agent availability and assigning tickets are key responsibilities every supervisor undertakes on a day to day basis. Freshdesk makes this simple and effortless through the Supervisor Snapshot which lets you have an overview of your team performance at a single glance on real time basis. It helps you do so through a number of widgets that are pinned to the dashboard which breaks down your ticket load on the basis of their properties and monitor all your agents' performance.
To access it, click on the 'Standard' dropdown on the top left of your dashboard tab and choose 'Supervisor Snapshot'
Workload Distribution & Performance Widgets
Unresolved tickets by priority (updated every 10 mins)
The widget displays agent wise segregation of unresolved tickets which is sorted on the basis of their priority.
You can view the number of tickets of each priority against each agent giving you an idea of the workload of every individual agent.
To see the exact number of unresolved tickets of each priority specific to an agent, click on the widget and hover over that agent. The agents are displayed from left to right on the graph in descending order with respect to the number of unresolved tickets against each agent. The widget will display a maximum of 50 agents only.
Unresolved tickets by status (updated every 10 mins)
It displays a real time agent wise segregation of unresolved tickets which is sorted on the basis of their status.
You can view an overview of the top 4 statuses with maximum unresolved tickets assigned to every agent. If you have more than 4 statuses in your helpdesk, the rest of the statuses will be grouped and shown under 'Others'.
To see the exact number of unresolved tickets of each status specific to an agent, click on the widget and hover over the bar corresponding to the agent.
The agents are displayed from left to right on the graph in descending order with respect to the number of unresolved tickets against each agent. The widget will display a maximum of 50 agents only.
Unresolved Tickets by Type (updated every 10 mins)
You can also view an agent wise sorting of unresolved tickets on the basis of their type.
You will see the top 4 types with maximum unresolved tickets assigned to every agent. The remaining types will be grouped under 'Others' category.
To see the exact number of unresolved tickets belonging to each type specific to an agent, click on the widget and hover over that agent. The widget will display a maximum of 50 agents only.
Agent Performance (updated every 4 hours)
This widget shows you the number of tickets assigned to and resolved by an agent in the groups that you are managing over a 24 hour period (from 00:00 to 23.59 in your helpdesk time zone)
Click anywhere on the widget, to see the performance of all the agents in the groups that you are managing with respect to the number of tickets assigned and resolved during the specific day. Also, certain key performance metrics like First Contact Resolution, Resolution within SLA% and Average Resolution Time(in days) for the specific day is tracked and displayed.
You can also scroll and hover over each agent for the agent specific data mentioned above. The widget will display a maximum of 50 agents only.
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.
Top Agents by Old tickets
You can see the top 10 agents with maximum number of unresolved tickets which are open for more than 7 days.
Click on the agent name to view a listing of all the unresolved tickets against the particular agent.
This widget gives you a sense of the oldest unresolved tickets in the group and helps supervisors pick them up to understand why some tickets are ageing in the system and why agents are unable to solve them.
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 every agent. 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.
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.
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.