Dashboard

Overview

The Customer Service Dashboard gives you a real-time snapshot of your support operations — how many tickets are open, which ones are overdue, how your team is performing, and how ticket volume is trending over time. Use it to spot problems early and stay on top of your service-level commitments.

Filtering by Date Range

All the metrics, charts, and tables on this page are scoped to the date range you select at the top of the dashboard.

1. Select the Date range dropdown (defaults to This month).
2. Choose one of the preset ranges:
   • All time
   • Today
   • Yesterday
   • This week
   • This month
   • Custom range
3. If you select Custom range, enter a Start Date and End Date, then select Apply to update the dashboard.

remarque

Changing the date range updates every section on this page, including the Live overdue backlog table at the bottom.

Key Metrics

At the top of the dashboard, six cards summarize your current customer service health:

Metric	What it shows
Total Customers	Number of customers represented in the ticket data for the selected date range.
Total Tickets	Total number of tickets created in the selected date range.
Open Tickets	Tickets that are still active and have not yet been resolved or cancelled.
Overdue Tickets	Tickets that have passed their expected resolution time. A Needs attention label appears whenever there are overdue tickets.
SLA Compliance	The percentage of tickets resolved within their target resolution time.
Avg Resolution Time	The average time it takes to resolve a ticket, calculated as the average of (resolution date − creation date) across all resolved tickets in the selected range. For example, if three tickets took 10, 20, and 30 hours to resolve, the average resolution time shown would be 20 hours.

Volume Trend

The Volume trend chart compares the number of tickets created versus resolved over time.

• Use the Day / Week / Month toggle in the top-right corner of the chart to change how results are grouped.
• Hover over any point on either line to see the exact count for that period.

This chart is for trend visibility only — it does not link through to individual tickets.

Ticket Breakdown Charts

Three charts break down your current ticket mix:

• Tickets by status — proportion of tickets in each status (New, Assigned, In Progress, On Hold, Resolved, Cancelled).
• Tickets by priority — proportion of tickets by priority (Low, Medium, High, Critical).
• Tickets by category — ticket volume per category (e.g. Sales, Rental Issue, Maintenance, Billing, Technical Support).

Hover over any segment or bar to see its exact value and percentage. These charts are for viewing only — they don't filter the rest of the dashboard when clicked.

Team Workload Distribution

This chart shows how tickets are distributed across agents (and any unassigned tickets), broken down by status: In Progress, On Hold, Resolved, and Cancelled. Use it to quickly spot whether workload is balanced across your team.

Agent Performance Metrics

This table lists, per agent:

• Assigned — number of tickets assigned to them
• Resolved — number of tickets they've resolved
• Open — number of tickets still open
• Avg resolution time — their personal average resolution time
• SLA compliance — their personal SLA compliance percentage

If your team has more agents than fit on screen, scroll horizontally within the table to see everyone.

Live Overdue Backlog

This table lists tickets that are currently overdue within the selected date range.

• Use the Priority, Category, and Agent name filters above the table to narrow the list.
• Select any row to open that ticket's full details.
• Use the pagination controls at the bottom-right to move between pages and change how many rows are shown per page.