The agent dashboard

The agent dashboard

The dashboard is the first thing you see when you open the agent shell. It’s tuned to answer one question: “what should I be working on right now?”

The KPI strip

Across the top, four numbers:

• Open now — total open tickets across the workspace
• SLA breached — tickets whose SLA timer has already expired
• Breach rate (30d) — percentage of tickets that breached SLA in the last 30 days
• Tickets total — all-time ticket count for the workspace

The numbers are current as of when you opened the page — the dashboard doesn’t poll, so reload to pull fresh figures.

Your queue

Below the trend chart, your own tickets (those assigned to you that are not yet resolved or closed), sorted newest first. Up to eight are shown; click All assigned → to see the full list in the ticket queue.

This is the pile to clear first thing in the morning before anything else.

Tickets trend chart (30 days)

A 30-day chart showing how many tickets were created and how many were resolved each day. Spikes in creation that outpace resolution are the early-warning sign for a backlog conversation.

Experience metrics (30 days)

Five cards beside the trend chart give a picture of support quality:

• Deflection rate — percentage of portal visits resolved by the self-service triage or KB without raising a ticket
• First-contact rate — percentage of tickets resolved in a single reply
• Reopen rate — percentage of resolved tickets that came back
• Avg CSAT — average satisfaction score from post-resolution surveys (out of 5)
• P90 resolution — the 90th-percentile resolution time in hours

Status mix

A bar chart showing how many open tickets are in each status (Open, Pending, Waiting on user, etc.). Useful for spotting a pile-up in a particular state.

Recent across workspace

A short list of the most recently touched tickets across all departments you can access — a quick catchup when you’ve been away from the desk.