Use the Indicators to monitor ticket performance, including metrics such as open, resolved, canceled, and reopened tickets. In this article, see:
- What are Indicators
- How to access the Indicators
- How to configure dashboards and filters
- Using the Indicators
- Analyzing the Indicators
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What are Indicators
The indicators provide an overview of the managed tickets, presented in interactive graphs, allowing for top-down analysis. You can:
View agent and customer dashboards.
Customize and dynamically create new dashboards.
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How to access the Indicators
In the sidebar menu, click on
> Indicators.
A new tab will open with the agent dashboard.
To view graphs, click on Load indicator.
💡 Tip: To switch to the customer dashboard or customize dashboards, click on Configure Dashboards and Filters in the upper right corner.
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How to configure dashboards and filters
Filters allow you to refine the displayed data, providing a more accurate analysis. They work as a snapshot within the selected indicator, helping you visualize only the information that truly matters.
How to use the filters
Step 1: Access the filters
In Indicators, select Configure Dashboards and Filters.
In the left sidebar of the tab, click on Filters.
Step 2: Create a new filter
Click the button
, located in the upper right corner of the screen.
Give the filter a name: Choose a functional name that makes it easier to identify the criteria used in the graph.
Step 3: Define the filter conditions
Now, it's time to configure the conditions that the data must meet to be displayed in the filter.
Practical example: "Services and Category"
You can create a filter with the following conditions:
1. Combined Conditions:
The tickets must meet all the conditions below:
Field | Operator | Value |
Ticket: Type | Equal to | Public |
Ticket: Service | Equal to | Customer Service |
Ticket: Category | Equal to | Doubt |
2. Independent Conditions:
The tickets can meet any of the conditions below:
Field | Operator | Value |
Ticket: Additional field: Sprint | Equal to | Not defined |
Ticket: Additional field: Sprint | Equal to | Backlog |
Step 4: Apply the filter to the indicators
After creating the filter, open the Indicators tab.
At the top of the chart, locate the field Select the filter.
Click the field and choose the filter you created.
Done! The chart will be updated based on the new conditions applied.
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Using the Indicators
For Indicators, you can choose between:
Use an existing panel from the combo box in the upper left menu;
Create a new panel by clicking on the Add icon.
a) To edit the visibility of an existing panel, select it and click on the Edit icon.
b) When creating a new panel, choose whether it will be available for agents, clients, or specific teams.
In the Add indicator combo box, select the desired indicators (the options are listed at the end of this article). Click on the chosen indicator and a card with the information will open.
💡 Tip: Remember to save your view after setting up your panel.
When the indicator card is open, it will display two important pieces of information: filter options and the update interval in minutes.
Filters
To use a filter, it must be created in the Filters field in the left sidebar. Then, it will appear in the indicator combo box for selection. Filters allow for more specific data specification and can be applied to all indicators.
Period
To set the update period for the indicators, enter the appropriate number of minutes. A timer will appear on the indicator, updating based on the defined time.
In the upper left corner, set the desired period to view the data: today, yesterday, a specific day, last week, last month, etc.
💡 Tip: When defining the period, the indicator will show data for that specific period, regardless of ticket status changes during or after the selected period.
⚠️ Attention: Indicators referring to last week or last month consider the period from Monday to Sunday and from the first to the last day of the month, respectively.
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Indicator Analysis
Each chart has a Zoom button to enlarge the view and explore specific details, such as the ticket listing.
💡 Tip: The summed percentages of indicators do not always result in the total number of tickets. For example, a resolved ticket that had its solution accepted by the client and was closed will appear in both the resolved and closed ticket counts. This happens because the resolution of a ticket does not necessarily coincide with its closure, depending on client approval or the expiration date.
1. Main indicators: summary with the main ticket indicators.
2. Tickets opened, resolved, and reopened during the period: number of tickets opened, resolved, or reopened during the period.
3. Pending tickets: unresolved tickets at the end of the period.
4. Pending tickets by due date: unresolved tickets at the end of the period grouped by due date status (not specified, upcoming, due today, and overdue).
5. Pending tickets by type: unresolved tickets at the end of the period grouped by public or internal classification.
6. Pending tickets by service (complete): unresolved tickets at the end of the period grouped by service.
7. Pending tickets by service (1st level): unresolved tickets at the end of the period grouped by the first service level.
8. Pending tickets by service (2nd level): unresolved tickets at the end of the period grouped by the second service level.
9. Pending tickets by service (3rd level): unresolved tickets at the end of the period grouped by the third service level.
10. Pending tickets by status: unresolved tickets at the end of the period grouped by status.
11. Pending tickets by base status: unresolved tickets at the end of the period grouped by base status.
12. Pending tickets by team: unresolved tickets at the end of the period grouped by the responsible team.
13. Pending tickets by responsible team - Listing: listing of pending tickets during the period by responsible team.
14. Pending tickets by responsible agent: unresolved tickets at the end of the period grouped by the agent responsible for handling the ticket.
15. Pending tickets by responsible agent - Listing: listing of pending tickets during the period by responsible agent.
16. Tickets opened by type: total number of tickets opened during the period by type (public or internal).
17. Tickets opened by service (complete): tickets opened during the period grouped by service.
18. Tickets opened by service (1st level): tickets opened during the period grouped by the first service level.
19. Tickets opened by service (2nd level): tickets opened during the period grouped by the second service level.
20. Tickets opened by service (3rd level): tickets opened during the period grouped by the third service level.
21. Tickets by status: pending tickets at the end of the period (for statuses such as new, in progress, and paused) and the number of tickets that were closed, resolved, and canceled during the period.
22. Tickets by base status: pending tickets at the end of the period (for statuses such as new, in progress, and paused) and the number of tickets that were closed, resolved, and canceled during the period.
23. Tickets by justification: unresolved tickets at the end of the period grouped by justification.
24. Tickets by category: tickets opened during the period grouped by category.
25. Tickets by urgency: tickets opened during the period grouped by urgency.
26. Tickets by client (person): tickets opened during the period grouped by client (person).
27. Tickets by client (organization): tickets opened during the period grouped by client (organization).
28. Tickets by responsible team - Listing: listing of tickets opened during the period by responsible team.
29. Tickets by responsible agent - Listing: listing of tickets opened during the period by responsible agent.
30. TAG Cloud - Open Tickets: TAG cloud of pending tickets during the period.
31. TAG Cloud - Pending Tickets: TAG cloud of pending tickets during the period.
32. Resolution Indicator: indicator of ticket resolution and acceptance by the client.
33. Resolution Indicator by team: indicator of ticket resolution and acceptance by the client grouped by team.
34. Resolution Indicator by agent: indicator of ticket resolution and acceptance by the client grouped by the agent who closed the ticket.
35. Resolution Indicator for tickets by due date: indicator of tickets resolved during the period grouped by due date situation (not informed, due soon, due today, and overdue).
36. Resolution Indicator for tickets by team and due date: indicator of tickets resolved during the period grouped by team and due date situation (not informed, due soon, due today, and overdue).
37. Resolution Indicator for tickets by agent and due date: indicator of tickets resolved during the period grouped by agent and due date situation (not informed, due soon, due today, and overdue).
38. Satisfaction survey: overall result of the satisfaction survey.
39. Satisfaction survey - By team: result of the satisfaction survey by the team of the agent who resolved the ticket.
40. Satisfaction survey - By agent: result of the satisfaction survey by the agent who resolved the ticket.
41. Tickets by opening channel: tickets opened during the period grouped by opening channel.
42. Tickets by received in: tickets opened during the period grouped by the email account in which they were received.
43. Tickets resolved by due date - Bars: quality of tickets resolved on time, overdue, and without a due date during the period.
44. Tickets resolved by due date - Pie chart: quantity of tickets resolved on time, overdue, and without a due date during the period.
45. Tickets resolved by team and due date: quantity of tickets resolved on time, overdue, and without a due date during the period grouped by team.
46. Tickets resolved by agent and due date: quantity of tickets resolved on time, overdue, and without a due date during the period grouped by agent.
47. Tickets resolved by responsible team - Listing: listing of tickets resolved during the period by responsible team.
48. Tickets resolved by responsible agent - Listing: listing of tickets resolved during the period by responsible agent.
49. Summary of open tickets: summary of open tickets during the period.
50. Summary of open tickets by team: summary of open tickets during the period grouped by responsible team.
51. Summary of open tickets by agent: summary of open tickets during the period grouped by responsible agent.
52. Summary of resolved tickets: summary of tickets resolved by the agent and that, by the end of the period, remained resolved or closed.
53. Summary of resolved tickets by team: summary of tickets resolved by the agent and that, by the end of the period, remained resolved or closed, grouped by the team that performed the resolution.
54. Summary of tickets resolved by agent: summary of tickets resolved by the agent and that, by the end of the period, remained resolved or closed, grouped by the agent who performed the resolution.
55. Summary of closed tickets: summary of tickets closed during the period and that remained closed by the end of the period.
56. Summary of tickets accepted by the client: summary of tickets with a conclusion accepted by the client and that remained closed by the end of the period.
57. Summary of tickets closed by the system: summary of tickets with conclusions automatically made by the system due to triggers and that remained closed by the end of the period.
58. Summary of canceled tickets: summary of tickets canceled during the period and that remained canceled by the end of the period.
59. Summary of reopened tickets: summary of tickets that underwent one or more reopenings during the period.
60. Summary of pending tickets: summary of tickets that, by the end of the period, were pending (new, in service, or paused).
61. Summary of pending tickets by team: summary of tickets that, by the end of the period, were pending (new, in service, or paused), grouped by responsible team.
62. Summary of pending tickets by agent: summary of tickets that, by the end of the period, were pending (new, in service, or paused), grouped by responsible agent.
63. Summary of deleted tickets: summary of tickets deleted during the period.
64. Pending tickets by responsible agent - Donuts: pending tickets during the period by responsible agent.
65. Pending tickets by teams - Donuts: unresolved tickets by the end of the period grouped by responsible team.
66. Tickets opened by responsible agent - Donuts: tickets opened during the period by responsible agent.
67. Tickets opened by teams - Donuts: tickets opened during the period grouped by responsible team.
68. Tickets resolved by responsible agent - Donuts: tickets resolved during the period by responsible agent.
69. Tickets resolved by teams - Donuts: tickets resolved during the period grouped by responsible team.
70. Pending tickets by TAG - Pizza: pending tickets during the period by TAG.
71. Tickets opened by TAG - Pizza: tickets opened during the period by TAG.
72. Tickets resolved by TAG - Pizza: tickets resolved during the period by TAG.
73. Pending, resolved, and canceled tickets during the period: number of pending, resolved, and canceled tickets within the period.
74. First response indicator - Pizza: number of tickets with the first response on time, late, and no due date during the period.
75. First response indicator - Bars: number of tickets with the first response on time, late, and no due date during the period.
76. First response indicator by agent - Bars: number of tickets with the first response by agent on time, late, and no due date during the period.
77. First response indicator by team - Bars: number of tickets with the first response by team on time, late, and no due date during the period.
78. Tickets resolved and closed by SLA compliance: number of tickets resolved and closed and how many of them were completed within the SLA time, how many were completed within the action limits, and how many were completed within both the SLA time and the action limits.