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Reporting and admin

The dashboard for each role

Everyone opens the same Dashboard. Agents see their own work. Managers and admins share the team and operation views: managers start on the Roster tab, admins on the headline figures, and only admins can change autonomy from it. The period picker (today, 7, 30 or 90 days, or custom) is saved in the link, so a shared view shows the same numbers.

5 steps · 4 min read

Before you start

  • Nothing. Each role sees its own view automatically.
  1. 1

    Agents: your own numbers

    Tickets resolved, time to resolve, customer satisfaction and SLA met, each with the change on the previous period and a trend line. Click a trend line for its chart, or Tickets resolved for the list behind it. Below: escalations (or customer reopens when no help desk is connected), reassignments, and the knowledge credit for your resolution records.

  2. 2

    Managers: the team

    Who is online and their workload; each person's resolved, escalated, reassigned and satisfaction figures; one-click into any teammate's dashboard for one-to-ones. Knowledge base coverage and gaps, records worth a look, and the evidence behind every autonomy recommendation.

  3. 3

    Managers: response times, honestly

    How quickly customers first heard from you (including automatic acknowledgements) next to how quickly a person replied, both against each ticket's target, so an acknowledgement can't hide a slow team.

  4. 4

    Managers and admins: the operation

    Tickets closed and open, AI autonomy rate and satisfaction. Deflection rate split into fully autonomous and supervised AI resolutions. Time saved, with its assumptions shown. AI accuracy by category with a needs-attention list, and how tickets closed, by outcome.

  5. 5

    How satisfaction is credited

    A rating counts toward whoever sent the answer the customer was asked to check, not whoever owned the ticket at close. Answers Full AI sent itself count toward the AI, never a person, and each category shows how the AI's own wording is rated against the team's.

Good to know

  • Knowledge authors see their gaps on their own dashboard too.

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