Admin dashboard

The Admin Dashboard is used by service administrators to monitor the performance of the service groups that they administer. Every service administrator member of the service group has access to this dashboard. That data that is shown reflects only the populations that are served by the service administrator who is viewing the dashboard.

Data in the Admin Dashboard is organized by service group. Only data that corresponds to the administrator's service groups is shown.

You can click some of the charts to view a more detailed report. From the detailed report, you can open a case.

See General dashboard functions and Personalizing dashboards.


Chart	Description
Average Chat Handle Time By Topic	Available when chat is enabled. Shows the average time that was spent per chat, grouped by topic. The date range filters by the dates that the chats ended.
Average Close Time	Shows the average time that was spent on cases from creation to closure within the selected time frame.
Case Arrivals vs. Closures	Shows the number of non-archived cases that were created compared with the number of cases that were closed within the selected time frame.
Cases By Category	Shows the number of active, open cases that were created within the selected time frame, grouped by category name. If the multi-population filter is applied, then data for each category is combined across populations.
Cases By Source	Shows the percentage of non-archived cases that are within the selected time frame, grouped by source of contact.
Cases By Time Of Day - Past 24 Hours	Shows the number of cases that were created per hour over the past 24 hours.
Cases By Topic	Shows the number of non-archived cases that are within the selected time frame, grouped by topic.
Chat Abandonment Rate	Available when chat is enabled. Shows the percentage of cases that were accepted and cases that were abandoned: timed out or rejected. The date range filter filters by the dates that the chats ended or were abandoned.
Closed Case SLA	Shows the percentage of non-archived, closed cases that are within the selected time frame. Used to compare cases that met the SLA due date and cases that missed the SLA due date.
First Contact Resolution	Shows the number of closed, non-archived cases that were closed by first contact within the selected time frame. Yes: Indicates cases were resolved at first contact. No: Indicates cases were not resolved at first contact;. Undefined: Resolved cases where the First Contact Resolution setting was not utilized for these reasons: an employee closed the case using a self-service module an agent had closed the case using the Active Cases report's bulk close feature
First Contact Resolution By Tier	Shows the number of closed, non-archived cases that were closed by first contact within the selected time frame. Data is grouped by tier. Yes: Indicates cases were resolved at first contact. No: Indicates cases were not resolved at first contact. Undefined: Resolved cases where the First Contact Resolution setting was not utilized for one of these reasons: the case was closed by the employee through a self-service module the case was bulk closed through the Active Cases report
Group Average Chat Handle Time	Available when chat is enabled. Shows the average time in minutes per chat, grouped by service group. The date range filters by the dates the chats ended.
Group Average Chat Wait	Available when chat is enabled. Shows the average intervals between chat requests and the times that chats were accepted. Data is grouped by service group. The date range filters filter by the dates that the chats were requested.
Group chat Abandonment	Available when chat is enabled. Shows the percentage of cases that were accepted and the cases that were abandoned: timed out or rejected. Data is grouped by Service Group. The date range filter filters by the dates that the chats ended or were abandoned.
Min/Max Chat Handle Times - Past 24 Hours	Available when chat is enabled. Shows chat cases that were handled over the past 24 hours per the minimum and maximum time spent. The date range filter filters by the dates that the chats ended.
Open Cases By Priority	Shows the number of active, open cases that are within the selected time frame. Data is grouped by priority.
Cases By Topic	Shows the number of active, open cases that are within the selected time frame. Data is grouped by topic.
Resolution By Tier	Shows the number of non-archived cases, closed that are within the selected time frame. Data is grouped by tier level.
Resolution Trends	Shows the percentage of cases that were resolved by tier in a specified range: Current Month, Past 3 Months, or Past 6 Months. If benchmarks are configured, then they are shown in this chart.
Same Day Resolution	Shows the percentage of closed, non-archived cases that are within the selected time frame. Used to compare cases that were resolved on the same day and cases that were not resolved on the same day.
Tier 0 Usage	Shows the percentage of users who are employees that are using the portal to seek information. In contrast, administrators use the portal for other reasons. The percentage is based on logins over the time period that the user specifies when viewing the report.