The Admin Panel dashboard provides a graphical summary of ticket activities and its related statistics. The logs generated by the Service Desk server and as well as its details can also be viewed from the Dashboard tab.
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Click on the following links for more details:
• Viewing the Dashboard and Exporting Reports
• Viewing Alerts and Notifications
3.1.1 Viewing the Dashboard and Exporting Reports
The Admin Dashboard displays a graphical summary of current tickets and queue statuses for all clients. The Staff Dashboard displays similar information but only for clients assigned to staff member. Admins can specify the start time and period for which the graph and statistics should be displayed.
• To view the Admin Dashboard, click the 'Dashboard tab' in the Admin Panel.
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Ticket Activity
The top portion of this section displays the total quantity of open tickets in pie chart and lists how many are due today, tomorrow and during the next seven days. The section below it displays a graphical summary of all ticket statuses such as created, closed and more.
Ticket Activity - Total at the moment
The 'Open Tickets' pie chart and the legends beside it provide statistics on the total number of tickets that are currently open.
This is broken down into new tickets (not replied to once), overdue tickets, and open tickets that have had at least one reply (Waiting Customer).
On the right side the number of the tickets that are due for closure today, tomorrow and within the next seven days are displayed.
Ticket Activity - Graph
You can select the date range for which the corresponding data will be displayed for both the graph and the Statistics table below it. The graph will display a broad overview of the data for the selected period and the Statistics table provides details of individual components such as Department, Topic, Staff, Source and Priority to which the tickets are associated. The data is updated automatically according to the settings done in 'My Profile'. Clicking the 'Refresh' button updates the data instantly.
By default, the graph displays the details for the last one month and results grouped by a Day. To view the statuses for a different period, select the start day from the period calendar and select the end date from the drop-down options. Next select how the results graph should be grouped from the 'group by' options. Please note the grouping should be always less than the period selected. The legends in the graph provide the statuses of the tickets, such as how many are created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for that particular item.
Statistics
The section displays the statuses of tickets item wise in pie charts, that is department, topics, staff, source and priority for the selected period.
Clicking on each tab will display the details of the tickets that are open, assigned, overdue, closed, reopened, deleted and warnings. The 'Overdue' status displays the tickets that are pending beyond the grace period for a particular Service Level Agreement (SLA) plan. The 'Warnings' status displays the tickets that are configured to trigger warnings for a particular SLA plan. The warnings will be displayed in addition to Overdue threshold if configured in the SLA plan. For example, if there are three Warning levels defined (WL1=50% and WL2=75% and WL3=90% of time) and in a department if there is one ticket with WL1 warning level and one ticket with WL2 level and one ticket with WL3 level the pie chart for the department will show “3” in 'Warnings'.
'At the moment' pie charts display the number of the unassigned and paused tickets. When these tickets are assigned, resumed or deleted, the screen will reflect the changes accordingly.
Exporting Statistics to a CSV file
Clicking the 'Export' button at the bottom of the interface will download the 'Statistics' file in CSV format. This file can be opened with appropriate application such as Excel or Open Office Calc for easy analysis.
3.1.2 Viewing Alerts & Notifications
The 'Alerts & Notifications' interface displays the alerts that were sent when a new ticket was created and assigned to a staff member. The alerts will be sent to the users and agents only when the settings are configured appropriately in 'Settings' > 'Alerts
& Notices'.
• To view the details of sent alerts, click the 'Dashboard' tab from the Admin Panel and choose 'Notifications'
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You can filter the items using the 'Date', 'Agent' and 'Type' fields. The type of sent alerts that are recorded are 'Ticket Assign Alert' and 'New Ticket Alert'. You can also sort the items in ascending / descending order by clicking the respective column header.
• Select the period from 'Date' fields ('From' and 'To' fields)
• Select the staff or user from the 'Agent' drop-down
• Select the alert type from the 'Type' drop-down
• Click the 'Search' button.
The screen will display the result per the selected parameters. Selecting 'Anyone' from the 'Agent' drop-down and 'Any' from the 'Type' drop-down will display all the sent alerts for the selected period.