Support Dashboard

The support dashboard provides real-time visibility into support operations, team performance, ticket status, and customer satisfaction metrics. This guide covers dashboard usage and customization.

Overview

The support dashboard enables you to:

• Monitor ticket queues
• Track team performance
• View SLA compliance
• Analyze trends
• Manage workloads
• Access quick actions

Accessing the Dashboard

Navigate to Support → Dashboard to view the main support dashboard.

Understanding the Dashboard

Dashboard Sections

Section	Purpose
Overview	Key metrics summary
Queues	Ticket queues
Performance	Team metrics
SLA	Compliance tracking
Trends	Analytics

Metric Types

Type	Description
Real-Time	Live data
Daily	Today's metrics
Period	Time range
Comparison	vs. previous

Data Refresh

Component	Refresh Rate
Counters	30 seconds
Charts	1 minute
Tables	2 minutes
Reports	On demand

Dashboard Components

Overview Panel

Support Overview - Today

Tickets:
├─ New: 47
├─ Open: 156
├─ Pending: 23
├─ Resolved: 89
└─ Total Active: 226

Response:
├─ Avg First Response: 18 min
├─ Avg Resolution: 3.2 hrs
├─ SLA Compliance: 94%
└─ Customer Satisfaction: 4.6/5

Team:
├─ Agents Online: 12
├─ Available: 8
├─ On Ticket: 4
└─ Total Capacity: 156

Queue Monitor

Queue	Open	Urgent	Avg Wait
General	45	3	12 min
Technical	67	8	23 min
Billing	23	1	8 min
VIP	12	2	5 min
Escalated	9	4	45 min

Performance Cards

Team Performance - This Week

First Response Time:
├─ Target: 30 min
├─ Actual: 24 min
├─ Status: ✓ Meeting
└─ Trend: ↓ 12% improved

Resolution Time:
├─ Target: 8 hours
├─ Actual: 5.4 hours
├─ Status: ✓ Meeting
└─ Trend: ↓ 8% improved

Customer Satisfaction:
├─ Target: 4.5/5
├─ Actual: 4.6/5
├─ Status: ✓ Exceeding
└─ Trend: ↑ 3% improved

How-To Guides

How to Use the Dashboard

Navigation

1. Access Support → Dashboard
2. View overview panel
3. Drill into sections:
   • Click metrics for details
   • Hover for tooltips
   • Filter by criteria
4. Use quick actions

Dashboard Layout

Dashboard Layout

┌─────────────────────────────────────────────────┐
│  Header: Filters | Date Range | Refresh         │
├─────────────────────────────────────────────────┤
│  ┌─────────┐ ┌─────────┐ ┌─────────┐ ┌────────┐│
│  │ New 47  │ │Open 156 │ │Pend 23  │ │Res 89  ││
│  └─────────┘ └─────────┘ └─────────┘ └────────┘│
├─────────────────────────────────────────────────┤
│  ┌────────────────────┐ ┌─────────────────────┐ │
│  │                    │ │                     │ │
│  │   Ticket Trend     │ │   SLA Compliance    │ │
│  │   (Chart)          │ │   (Gauge)           │ │
│  │                    │ │                     │ │
│  └────────────────────┘ └─────────────────────┘ │
├─────────────────────────────────────────────────┤
│  ┌────────────────────────────────────────────┐ │
│  │  Queue Monitor (Table)                     │ │
│  │  - General | Technical | Billing | VIP     │ │
│  └────────────────────────────────────────────┘ │
├─────────────────────────────────────────────────┤
│  ┌─────────────────┐ ┌────────────────────────┐ │
│  │ Agent Status    │ │ Recent Activity        │ │
│  │ (List)          │ │ (Feed)                 │ │
│  └─────────────────┘ └────────────────────────┘ │
└─────────────────────────────────────────────────┘

How to Monitor Queues

Queue View

1. Go to Queues section
2. View queue status:
   • Ticket count
   • Wait times
   • Priority breakdown
3. Click queue for details
4. Take bulk actions

Queue Details

Queue: Technical Support

Summary:
├─ Total: 67 tickets
├─ Urgent: 8
├─ High: 15
├─ Medium: 32
└─ Low: 12

Wait Time Distribution:
├─ < 30 min: 34 (51%)
├─ 30-60 min: 18 (27%)
├─ 1-4 hours: 11 (16%)
└─ > 4 hours: 4 (6%)

Assigned: 45
Unassigned: 22

Queue Actions

Action	Description
Assign	Bulk assign tickets
Prioritize	Change priorities
Transfer	Move to other queue
Close	Bulk close tickets

How to Track SLA Compliance

SLA Dashboard

SLA Compliance Dashboard

Overall: 94.2%

By Priority:
├─ Urgent: 98% (target: 95%)
├─ High: 95% (target: 90%)
├─ Medium: 92% (target: 85%)
└─ Low: 89% (target: 80%)

At Risk:
├─ Breaching in < 1 hour: 5
├─ Breaching in < 2 hours: 12
└─ Already Breached: 8

Response SLA: 96%
Resolution SLA: 92%

SLA Alerts

Alert	Condition
Warning	< 1 hour to breach
Critical	< 30 min to breach
Breached	SLA violated

How to View Agent Performance

Agent Dashboard

Agent Performance - Today

Agent          | Assigned | Resolved | CSAT | Status
─────────────────────────────────────────────────────
Sarah Johnson  | 8        | 12       | 4.8  | Available
John Smith     | 12       | 15       | 4.7  | On Ticket
Emily Brown    | 10       | 8        | 4.6  | Available
Mike Wilson    | 11       | 10       | 4.5  | Break
Lisa Davis     | 9        | 11       | 4.9  | On Ticket

Agent Status

Status	Color	Description
Available	Green	Ready for tickets
On Ticket	Blue	Working on ticket
Break	Yellow	On break
Offline	Gray	Not working

How to Analyze Trends

Trend Charts

Available visualizations:

• Ticket volume over time
• Resolution trends
• CSAT scores
• SLA compliance
• Channel distribution

Trend Analysis

Weekly Trend Analysis

Volume:
Mon: ████████████ 156
Tue: ██████████████ 178
Wed: █████████████ 167
Thu: ████████████████ 192
Fri: ██████████████ 174
Sat: ██████ 78
Sun: ████ 45

Peak Hours: 10 AM - 2 PM
Busiest Day: Thursday
Volume Change: +8% vs last week

How to Customize Dashboard

Widget Configuration

1. Click Customize
2. Add/remove widgets
3. Rearrange layout
4. Configure widget settings
5. Save layout

Available Widgets

Widget	Description
Counter	Single metric
Chart	Trend visualization
Table	Data list
Gauge	Percentage/goal
Feed	Activity stream

Custom Views

Custom Dashboard: Manager View

Widgets:
├─ Team Overview Counter
├─ SLA Compliance Gauge
├─ Ticket Volume Chart
├─ Agent Performance Table
├─ Escalation Feed
└─ Customer Satisfaction Trend

How to Set Up Alerts

Dashboard Alerts

1. Go to Settings → Alerts
2. Configure thresholds
3. Set notification rules
4. Enable alerts

Alert Configuration

Metric	Warning	Critical
Queue Size	> 50	> 100
Wait Time	> 30 min	> 1 hour
SLA At Risk	> 5	> 10
Agents Available	< 5	< 2

Advanced Features

Real-Time Monitoring

Live updates:

• WebSocket connections
• Push notifications
• Auto-refresh
• Instant alerts

Custom Reports

Build reports:

• Drag-and-drop builder
• Multiple data sources
• Export options
• Scheduled delivery

Forecasting

Predictive analytics:

• Volume forecasting
• Staffing needs
• Trend predictions
• Capacity planning

Executive Dashboard

High-level view:

• KPI summaries
• Goal tracking
• Comparison metrics
• Strategic insights

Best Practices

Dashboard Usage

• Check regularly
• Act on alerts
• Monitor trends
• Share insights

Performance Monitoring

• Set clear targets
• Track consistently
• Celebrate wins
• Address issues

Data Analysis

• Look for patterns
• Compare periods
• Identify outliers
• Make decisions

Team Communication

• Share dashboard
• Discuss metrics
• Set goals together
• Review progress

Configuration

Display Settings

Navigate to Settings → Dashboard:

• Layout - Widget arrangement
• Refresh - Update frequency
• Defaults - Default view
• Sharing - Access control

Alert Settings

• Thresholds - Trigger levels
• Notifications - Alert channels
• Recipients - Who to notify
• Schedule - Active hours

Data Settings

• Sources - Data connections
• Filters - Default filters
• Time Zone - Display timezone
• Calculations - Metric formulas

Troubleshooting

Common Issues

Data not updating

• Check refresh settings
• Verify data connection
• Clear browser cache
• Check time range

Widgets not loading

• Verify permissions
• Check data source
• Reset widget
• Contact admin

Alerts not triggering

• Verify threshold settings
• Check notification config
• Test alert manually
• Review alert logs

Performance slow

• Reduce widget count
• Increase refresh interval
• Clear old data
• Optimize queries

Related Documentation

Return to Support Overview to explore all support features.