Read the dashboard, workload and analytics
Use the dashboard tiles, the agent workload table and the transfer and escalation analytics.
Before you begin
Open Helpdesk > Tickets > Dashboard. Everyone with helpdesk.view sees the tiles and workload. The analytics panel needs helpdesk.history; without it the panel shows the refusal 'Hand-off history needs its own permission.'
Steps
- Choose the Team: All teams or one team.
- Choose the Period: Last 7, 30, 90 or 365 days.
- Read the tiles.
- Click a tile to open its queue.
- Read the Agent Workload table.
- Read the analytics panel.
The tiles
| Tile | Meaning |
|---|---|
| Open Tickets | All open tickets. |
| Unassigned | Open tickets with no agent. |
| Critical | Open tickets with Critical priority. |
| SLA Risk | Open tickets between 80% and 100% of the window. |
| SLA Breached | Open tickets past their due time. |
| Escalated | Open tickets above L1. |
| Transferred In / Out | Transfers accepted into or out of the chosen team in the period. |
| Waiting Other Team | Tickets waiting on another internal team. |
| Waiting Vendor | Tickets waiting on a vendor. |
| Avg Response / Avg Resolution | Average time to first response and to resolution, in hours of ordinary clock time. |
Tiles open the matching queue: Unassigned, SLA Risk, Overdue, Escalated, Waiting Internal and Waiting Vendor. The Critical and Transferred tiles open All Tickets.
Agent workload
For every team member: Open, High, Critical, SLA Risk, Overdue and Availability. Members who were removed show Inactive. The list is sorted by most open tickets. Use it before reassigning work.
Analytics
The panel shows, for the period: escalation rate and transfer rate (as a percentage of tickets), average transfers per ticket, transfer acceptance time (only for transfers that waited), tickets breached after a transfer or escalation, manager and vendor escalations, returned and reopened tickets. Bar lists show Tickets by Team, Teams Receiving Most Transfers, Top Escalation Reasons and Top Transfer Reasons.
Worked example
In a 30-day period 200 tickets were raised, 18 were escalated and 30 were transferred. The escalation rate is 18 / 200 = 9% and the transfer rate is 30 / 200 = 15%.
What happens next
The dashboard changes nothing. The only action is Run SLA check, which is described in The SLA clock.
Good to know
- Escalations that move ownership are also counted as transfers in these figures.
- The analytics panel looks at no fewer than the last 30 days, even if you choose 7.
- Average response and resolution use elapsed time, not working hours.
- Figures cover every team's tickets, since team scope is not limited yet.