Support runs on a handful of questions: what’s unassigned, what’s about to breach, who’s
overloaded, and are we actually keeping our promises? The agent dashboard answers all of them on
one screen — with metrics scoped to your organization that drill straight through to the tickets
behind every number.
The dashboard opens on what needs attention right now — counts you can click into, not a static
report you export and squint at. It reuses the same KPI-hub layout as the rest of the platform,
so it feels familiar from the first visit.
38
Open by queue
Live backlog split across your department queues.
5
Breaching soon
On the clock and about to miss an SLA target.
7
Unassigned
In a queue with no owner yet — claim or assign.
12
My workload
Tickets owned by you, by status and priority.
Every tile drills through to the underlying, permission-scoped list — no dead-end numbers.
Reporting that reflects reality
Metrics computed from real tickets.
No sampled estimates or vanity dashboards — every figure is aggregated per organization from the
tickets themselves, and feeds the custom-reports and BI builder when you want to go deeper.
Volume & mix
Tickets by status, priority, category and department over any period — where the load actually comes from.
Avg first response
How quickly the team makes first contact, trended over time and split by queue.
Avg resolution
Time to resolve, so you can see whether the desk is getting faster or falling behind.
SLA compliance %
The share of tickets that met their first-response and resolution targets — the number leadership asks for.
Reopen rate
How often “resolved” didn’t stick, a leading signal of quality problems in the answers you’re giving.
Workload per agent
Open and overdue tickets per owner, so you can rebalance before someone burns out.
Your desk, your way
Saved views for the way each team works.
A first-line agent, a queue lead and a support manager care about different slices. Filter by
queue, status, priority, category, assignee or SLA state, then save it — so the view you live in
is one click away, every day.
“My open, high-priority” for the person at the coalface.
“Unassigned in my queues” for the lead handing out work.
“Breaching in the next hour” for the manager keeping promises.
Saved, filtered views mirror the pattern the rest of the platform already uses.
Saved views
My open · high priority12
Unassigned in my queues7
Breaching in the next hour3
Resolved today21
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