Dashboard

The analytics dashboard provides a real-time view of your support operations. Track ticket volume, response times, AI performance, and team productivity.

Dashboard Layout

The main dashboard includes:

1. Summary Cards - Key metrics at a glance
2. Trend Charts - Volume and resolution over time
3. AI Performance - Autonomy and accuracy stats
4. Team Leaderboard - Individual performance
5. Category Breakdown - Tickets by type

Summary Cards

Top-level metrics shown as cards:

Click any card to drill into details.

Trend Charts

Volume Chart

Shows tickets over time:

• Created - New tickets (blue line)
• Resolved - Closed tickets (green line)
• Backlog - Open at end of day (gray area)

Hover for daily details. Click and drag to zoom.

Resolution Time Chart

Tracks how fast you resolve tickets:

• Median - Middle value (recommended)
• Average - Mean value
• 90th percentile - Worst 10% threshold

AI Performance Panel

Monitor how well AI is handling tickets:

Confidence Distribution

Bar chart showing AI confidence levels:

• High (90%+) - Green
• Medium (70-89%) - Yellow
• Low (<70%) - Red

Low confidence tickets need review.

Team Performance

Leaderboard

Rankings by key metrics:

• Tickets resolved
• Avg resolution time
• Customer satisfaction
• First response time

Workload Distribution

Pie chart showing ticket assignment:

• Balanced across team
• Identify overloaded agents
• Spot unassigned backlogs

Category Breakdown

See which topics drive volume:

Billing          ████████████  35%
Technical        ████████      24%
Account          ██████        18%
Shipping         ████          12%
Other            ███           11%

Click any category to filter dashboard.

Channel Distribution

Track volume by source:

• Email
• Slack
• Microsoft Teams
• SMS
• Widget
• API

Time Range Selection

Switch between time periods:

1. Click the date picker
2. Select preset (Today, 7d, 30d, 90d)
3. Or choose custom range
4. Dashboard refreshes automatically

Filters

Narrow down the data:

• Team Member - Specific assignee
• Category - Ticket category
• Priority - Urgent/High/Normal/Low
• Channel - Source platform
• Status - Open/Pending/Resolved

Filters apply to all dashboard panels.

Customization

Rearranging Panels

1. Click Edit Dashboard
2. Drag panels to reorder
3. Click Save Layout

Adding Widgets

1. Click Add Widget
2. Choose metric type
3. Configure display options
4. Place on dashboard

Removing Panels

1. Hover over panel
2. Click the X icon
3. Confirm removal

Sharing

Share dashboard views:

1. Apply your filters
2. Click Share
3. Copy the link
4. Recipients see same filters

Refresh Rate

Dashboard updates automatically:

• Summary cards: Every 30 seconds
• Charts: Every 5 minutes
• Full refresh: On page load

Click the refresh icon for immediate update.

Mobile View

On mobile devices:

• Cards stack vertically
• Charts scroll horizontally
• Filters in collapsible menu
• Tap cards for details