Manager dashboard
The Manager Dashboard shows reports regarding cases that are assigned to members of a manager's service groups, excluding archived cases. Service managers can use the dashboard to monitor the performance of the service groups they manage.
Some data can be filtered by date and other elements.
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 | Available when chat is enabled. Shows the average time per chat spent in minutes. The date range filter filters by the date the chat ended. |
| Average Chat Handle Time By Topic | Available when chat is enabled. Shows the average time spent per chat in minutes, grouped by topic. The date range filter filters by the dates the cases were closed. |
| Average Chat vs. Non-Chat Survey Scores | Available when chat is enabled. Only for cases for which surveys were submitted. Shows the average survey scores of all closed cases that involved chats and all cases that did not involve chats. |
| Average Chat Wait Times | Available when chat is enabled. Shows the average periods between the times chat requests were made and the times they were accepted. The date range filters by the dates the chats were requested. |
| Average Close Time | Shows the average time spent on cases from creation to closure within the selected time frame. The date range filter filters by the dates the cases were closed. |
| Average Close Time By Topic | Shows the average time spent on cases from creation to closure within the selected time frame, grouped by topic. The date range filter filters by the dates the cases were closed. |
| Average Survey Scores | Shows all non-archived cases with completed surveys per calculated average survey score. The date range filter filters by the dates the cases were closed. |
| Case Arrivals vs. Closures | Shows comparison of active cases that had been created versus closed within the selected time frame. |
| Case Backlog By Agent | Shows the number of open cases that are assigned to each agent who is a member of a service group that the logged in user manages. |
| Case Backlog 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, data for each category is combined across populations. |
| Case Backlog By Priority | Shows the number of open cases, grouped by priority. |
| Case Backlog By Topic | Shows the number of open cases, grouped by topic. |
| Cases with SLA Risk |
Shows the number of active, open cases, grouped by service group. Within each service group, the numbers of cases on target, at risk, and missed in relation to the SLA date are shown. The SLA range is the range between the date that the case was created and the configured SLA due date per the lowest level of granularity set for topic, category and subcategory. For example, the SLA due date for a subcategory supersedes the SLA due date for the category, and the SLA due date for a category supersedes the SLA due date for the topic. On Target: 26-100% of the SLA range. At Risk: 1-25% of the SLA range. Missed: The case has passed the SLA due date. |
| Chat Abandonment Rate | Available when chat is enabled. Shows the percentage of chat cases accepted vs. abandoned. A case is abandoned when it times out or is rejected. The date range filter is based on the date that the chat ended or was abandoned. |
| Chat Escalation Rate | Available when chat is enabled. Shows the percentage of escalated chat cases compared with the percentage of escalated non-chat cases. The date range filter is based on the date that the case was created. |
| Chat First Contact Resolution Rate | Available when chat is enabled. Shows the percentage of chat cases and percentage of non-chat cases that were closed by first contact. The date range filter is based on the date that the case was closed. |
| First Contact Resolution % By Service Group | Shows percentage comparison across service groups of closed, non-archived cases that were resolved at first contact in accordance with the policy of the organization. |
| First Contact Resolution By Service Group |
Shows the number of closed, non-archived cases that were closed by first contact within the selected time frame in accordance with the policy of the organization. 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 because an employee closed the case using a self-service module or because an agent had closed the case using the Active Cases report's bulk close feature. |
| Min/Max Chat Handle Times Past 24 Hours | Available when chat is enabled. Shows the minimum and maximum times spent on chat cases that were handled over the past 24 hours. The date range filter filters by the dates that the chats ended. |
| Min/Max Chat Wait Times Past 24 Hours | Available when chat is enabled. Shows the minimum and maximum wait times between the times that chats were requested and the times that they were addressed over the past 24 hours. The date range filter filters by the dates that the chats were requested. |
| Same Day Resolution | Shows the percentage of closed, non-archived cases within the selected time frame. The chart is used to compare cases that were resolved on the same day versus cases that were not resolved on the same day. You can view the number of cases instead of the percentage by moving the mouse over a segment of the chart. |
| Today's Chat Total | Available when chat is enabled. Shows total count of chats that were accepted by the current system date, beginning at 12:00 AM EST. Grouped by service group This chart is reset each day. The date range filter filters by the date that the chat ended. |