This dashboard is currently not available on Freshdesk Mint.
Agents need all possible assistance from their helpdesk to figure out and work on tickets that are most important for their business. They should also be able to benchmark their performance continuously to keep themselves motivated and stay on track to achieve their performance targets.
You can do all this using the Agent Snapshot available in your helpdesk dashboard. To access it, click on the 'Standard' dropdown on the top left of your dashboard tab and choose 'Agent Snapshot'.
Apart from the Channel Widgets, Recent Helpdesk Activity, and the To Do list widget which are usually available, below are a few other widgets corresponding to the Agent's access.
Workload & Performance Widgets:
It displays the number of tickets which are due for the day along with the tickets which are overdue.
To work on these tickets, click on the widget, which opens a list of tickets filtered ‘Overdue’ and ‘Due Today’ tickets.
Unresolved tickets by priority
The widget displays real time an agent’s unresolved tickets sorted based on their priority.
From this view, you will be able to see how many ‘Urgent’ and ‘High’ priority tickets are waiting for you for the day.
To access all unresolved tickets of a specific priority, click on the corresponding bar chart and the corresponding view will open in the ticket list view, where you can pick and choose tickets to work on.
Unresolved tickets by status (updated real-time)
It displays real time all your unresolved tickets sorted based on their status.
You can see an overview of the top 4 statuses with maximum unresolved tickets assigned to you. If you want to view unresolved tickets of other statuses, then click on 'View All' which will take you to a slider view that shows tickets of all statuses with an indication of total unresolved tickets against each status.
To access all unresolved tickets of a specific status, click on the corresponding bar chart and the corresponding view will open in the ticket list view, where you can pick and choose tickets to work on.
Unresolved Tickets by Type (updated real-time)
You can again see all your unresolved tickets real time segregated based on their type.
You will see the the top 4 types of tickets with maximum unresolved tickets assigned to every agent. If you want to view unresolved tickets of other types, then click on 'View All' which will take you to a slider view that shows tickets of all type with an indication of total unresolved tickets against each type.
To access all unresolved tickets of a specific type, click on the corresponding bar chart and the respective view will open in the ticket list view, where you can pick and choose tickets to work on.
My Performance (updated every 4 hours)
This widget shows you the number of tickets assigned to and resolved by you in your helpdesk over the week and over the month.
Click anywhere on the widget, to see your performance with respect to the number of tickets assigned and resolved 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/month is tracked and displayed.
The widget displays the breakdown (in percentage) of the customer response to the satisfaction surveys sent into three categories: Positive, Neutral and Negative. To give a real understanding of the percentages displayed the agents can also view the total number of survey responses received.
Top 10 Unresolved tickets by age
You can see the top 10 tickets by the number of days they have been unresolved.
To work on these tickets, you can click on the tickets directly from the widget or use 'View More' which shows all the ten tickets in an expanded slider view from where you can pick and choose from the tickets and start working.
Leaderboard & Achievements
The widget displays the leaders in every performance category. 'View all' will take you to the leaderboard where you can view all the agents as well as the group positions in your helpdesk.
- Most Valuable Player
- Customer wow Champion
- Sharp Shooter
- Speed Racer
Click on the 'Achievements' tab to view your points and recently won badges and clicking on available quests will take you to a menu from which you can pick and choose quests to earn points.