Technical Support

This dynamic dashboard includes the three main areas identified during the project requirements session:

Part 1 - Overview of Ticket Volume Trends:

a. Ticket creation by day

b. Ticket creation peak times

c. Ticket creation during working hours vs. off hours

d. Ticket creation comparison between weekdays and weekends

e. Ticket creation by month

Part 2 - Overview of Ticket Content and Resolution:

a. Tickets by topic

b. Tickets by agent and status

c. Tickets by SLA for first response

d. Tickets by SLA for resolution

e. Tickets by topic

f. Tickets by source

Part 3 - Performance Metrics:

a. Top agents based on ticket volume

b. Average first response time by agent

c. Total tickets by priority

d. Tickets by status

e. Decomposition tree based on survey results