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<aside> 💡 Purpose
This is a detailed description of a ticket management dashboard. It provides users with various statistics on their recovery efforts and staff performance. From here you can also see the open tickets, average resolution time, and Tickets pending action. With this you can find certain sections that needs immediate attention really easily!
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<aside> 📍 Navigation
In the menu simply go to Ticket Management. Then from the top, click the Statistics tab.
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We are automatically calculating statistics on your recovery efforts and staff performance directly inside the ticket management dashboard. This is broken down into 5 different tabs: overall, team, resolution, shift, and cost.
Overall Statistics
Ticket Overview: a quick overview of… → How many tickets are currently open. → The average age of all open tickets. → How many open tickets have 0 action taken on them. → Departments or staff currently in highest demand.
Team Statistics • Staff Engagement: track which staff are engaging most with the system, and what type of actions they prefer to take. • Department Insights: see which departments are being tagged most often, and how long it takes them to close their tickets. o Their speed is automatically compared to your overall resolution speed. If red, that means it’s slower than average. If green, that means it’s faster than average. • *You can filter by the preset date ranges.
Shift Statistics → Ticket volume: An annual view of your number of tickets in any given month or week. → Incident volume: breaking down what times of the day cases most often occur. → Shift volume: sorting ticket volume into the three common shifts (morning, afternoon, and night). → Shift resolution speed: tracking the average resolution speed per week by shift
→ Average resolution time: you overall average plus a graph displaying your weekly averages. → Fastest/slowest: your fastest and slowest closes of the month, with a date stamp on each. → Touchpoints: what your average resolution looks like in terms of number of touchpoints and what they are. → Average time to respond: how long it takes to first act on a ticket, plus a graph of responses times per week.
<aside> ℹ️ Source: the frequency of each type of ticket displayed in ascending order.
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Resolution Statistics
• Resolution Analytics: Monitor the average time it takes for staff to resolve tickets. You can view the fastest ticket closures and their corresponding closure times. Additionally, observe the average number of touchpoints required for resolution and the average response time to tickets.
• Tickets by source: Here, you'll find a bar graph illustrating the primary sources of incoming tickets.
