Tickets Dashboard
The Tickets Dashboard, accessed from the CommTrak Main Menu, presents a graphical dashboard containing information about the tickets that have been created in the Tickets module.
The Tickets Dashboard consists of the following four sections, which can be selected by clicking on the relevant tab at the top of the Tickets Dashboard screen:
- Overview
- Comprehensive
- Billing
- Activities
Each of the above dashboard sections in detailed below:
Overview Dashboard
The Overview tickets dashboard provides a top-level view of ticket statuses.
Filters
The information on the Overview screen can be filtered by Department/Staff to which a ticket has been allocated, and ticket Status:
Department/Staff
The options are:
- Show All -Departments: An overview of tickets for all ticket departments will be displayed
- Show All - Staff: An overview of tickets for all staff will be displayed
- Filter By Department: Selecting a department displays an overview of ticket information for that department only
- Filter By Staff Name: Selecting a staff name displays an overview of ticket information for that staff member only
Status
The options are:
- Show All: Tickets of statuses will be shown
- Filter by status: Selecting a status displays an overview of ticket information for that status only.
Overview Charts
This section of the Overview screen presents three pie-charts:
Ticket Types
The number / percentage of tickets, based on the type of ticket.
Ticket Priorities
The number / percentage of tickets, based on ticket priority.
Ticket Department /Staff
The number / percentage of tickets, based on the department or staff.
Summary Tiles
The following summary tiles display information, based on the selected filters:
- Total Active: The total number of active tickets
- Unassigned (Department/Staff): The number of unassigned tickets (i.e. tickets that have not been assigned to a department or staff member)
- Critical: The number of tickets with a priority of Critical
- Deadline Reached: The number of tickets which have exceeded the specified deadline for resolution
- Closed Today: The number of tickets with status changed to Closed, today
- Closed (Last 30 Days): The number of tickets with status changed to Closed, in the last 30 days
Ticket Resolution / Response Time
This section displays a chart and information tiles:
- Ticket Resolution Time chart
- Average Response Time tiles
Remove Extremes
The charts / tiles in this section can optionally have a number of extremes removed from the statistics by selecting the required number of extremes for exclusion from the drop-down menu.
Extremes are removed from both the lower and upper end of the statistics.
Explanation of Extremes: Often, there are 'outliers' in open tickets; for example, if 150 tickets were closed in the last 30 days, the vast majority may have been resolved in 2 days. However, in the case where perhaps 3 of those tickets were resolved in 90 days, this would disproportionately skew the statistics. Rather than showing a 'realistic' average of 2 days, the actual statistic of almost 4 days, which is not a true representation of activity, would be displayed. In this example, changing the Remove Extremes drop-down menu to 3, would correct the skew.
Ticket Resolution Time
The chart shows the average resolution time for tickets of each status-type, over the last 30 days.
Ticket resolution time is the number of days from a ticket being created (opened), to the day on which the ticket was resolved (i.e. status changed to closed).
Separate chart lines are displayed for each ticket priority. In the above example, there are no critical or low priority tickets.
Average Response Time
This area displays tiles, containing the average response time for each ticket-priority.
A ticket response time is the duration from a ticket being created, to the first ticket response being added to the ticket.
A ticket response is defined as a ticket note added with at least one of the following boxes ticked:
- Email Customer
- Called Customer
A note added without either an Email Customer or a Called Customer note is not considered to be a ticket response.
Comprehensive Dashboard
The Comprehensive tickets dashboard provides drill-down features, to enable more detailed examination of tickets:
Filters
The filters (Department/Staff, Status) are the same as for the Overview Dashboard, detailed above.
Comprehensive Chart
The Comprehensive chart is a pie chart, detailing the percentage of tickets based on the filter selection; for example, percentage of tickets allocated to each ticket department, ticket status, etc.
Clicking a chart segment drills-down, into the selected data. For example, when the filters are set to show a specific staff member, and all ticket statuses, clicking on a chart segment will display a list, below the chart, showing ticket statistics for the selected staff member.
To the right of the drilled-down data list, a summary pie-chart representing the data in the list, is presented.
In the above example of the drilled-down data list / summary pie-chart, further clicking on the staff name in the list, or on a segment in the summary pie-chart, displays an additional list of the tickets relating to the selected criteria. Clicking on a ticket item in the list, displays the standard pop-up browser window for the ticket.
Billing Dashboard
The Billing section of the Tickets Dashboard presents a bar chart relating to chargeable and non-chargeable hours relating to tickets.
Filters
The information on the Billing Summary chart can be filtered as follows:
Department/Staff
The options are:
- Show All - Staff: Billing data for all staff will be displayed
- Filter By Staff Name: Selecting a staff name displays billing data for that staff member only
Status
The options are:
- Show All: Billing data for tickets of all statuses will be shown
- Filter by status: Selecting a status displays billing data for that status only.
Period
Today: Billing data for today
Week: Billing data, week-to-date.
Month: Selecting the Month option, presents the opportunity to select any one month from the past rolling-quarter, inclusive of the current month-to-date (default).
Hovering the mouse over a chart segment, displays a pop-up window providing further detail about that segment.
Billing Chart
The billing bar-chart updates automatically, based on the selected filters.
Activities Dashboard
The Activities section of the Tickets Dashboard presents a line chart and summary tiles, relating to ticket activity, i.e. new or closed, or updated tickets.
Filters
The Activity Dashboard filters are as per Billing filters (see the Tickets Dashboard, Billing Dashboard, Filters section of the user guide, for further details).
In addition to the above filters, in the Period section of the filters, YTD (year-to-date) can be selected.
Activities Chart
The line chart presents the activity as number of tickets opened or closed, based on the selected filters. Hovering the mouse over a point in the chart, displays a pop-up window providing further detail about that data-point.
Summary Tiles
The summary tiles are displayed below the Activities Summary chart (as shown in the above Activities Summary chart screenshot):