Overviews#

Summary#

There are overview screens for different objects. Each screen uses a pre-set filter and user-defined filters to aid agents in organizing their day.

Agent Dashboard#

The first view an agent has is the dashboard. On the dashboard, there are widgets which can be configured individually for each user.

Full Dashboard Image

Widgets can be rearranged by dragging and dropping using the widget title. There are large (left) and small (right) widgets.

Note

Widgets may only be moved top to bottom, not left to right.

Widget Settings#

A and appears at the top right-hand side of each widget. The removes the widget, and the takes you to the settings page. Settings are different per module.

You may see some or all of the default modules as configured. Here is a list of the default widgets available and their purpose.

Widgets can be activated or deactivated by opening the settings on the top right-hand side of the screen.

Widget Settings Screen Image

Widget filters#

Each widget has filters to help reduce the content to a relevant scope.

My locked tickets

Tickets I’ve locked to my user

My responsible tickets

Tickets for which I’m responsible

Tickets in My Queues

Tickets in my selected queues

Tickets in My Services

Tickets in my selected services

All tickets

All tickets that match the filter criteria

Large Dashboard Widgets#

Reminder Tickets

A list of tickets that have reached their reminder time

Escalated Tickets

Tickets with a breached SLA

Open Tickets

Tickets that are in an open state

New Tickets

New tickets which have no agent interaction

Running Process Tickets

Process tickets active in the system.

Ticket Queue Overview

A count of all tickets and their states in the system

Events Ticket Calendar

A small calendar showing tickets having a start and end date for an event

Small Dashboard Widgets#

7-Day Stats

A line chart showing the tickets created and closed per day for the last 7 days

Upcoming Events

A list of tickets reaching their reminder time or breaching their SLA soon

Logged-In agents

A list of agents and their session status (active/inactive)

News

An RSS feed

Appointments

Shows upcoming events and allows for creating an event from the dashboard

Common Overview Settings#

Viewing mode#

Each overview is configurable per user. The viewing mode setting is independent for each of the overviews.

The viewing modes are:

Small

A table representation of the filtered tickets in which each column contains a piece of ticket data.

View Mode Small Image
Medium

Medium increases the row height and stacks the rows of information. In this view, you cannot reconfigure the information to be shown.

View Mode Medium Image
Large

Large adds a plain text accordion-style view of the last five articles of the ticket. You may quickly respond to the ticket in this way.

View Mode Large Image

Column Settings#

Using the at the upper right of any view screen will allow you to set tickets per page and select from available columns to be shown, or reorder columns.

Animated Settings Image