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Dashboards - Coggle Diagram
Dashboards
OVERVIEW (Exec View)
Total INC Created yesterday and MTD
Overall Aging by age group
FLR
CSAT
Top 10 incident drivers (yesterday and MTD)
Total tickets created by priority (yesterday and MTD)
Reopen %
Response SLA
Resolution SLA
Chat View
No. of chats Active (WIP)
No. of chats waiting for response
Avg wait time
Help requested
AGENT Status
Chat SLA (Response)
No. of chats answered, offered, Abandoned MTD
Agent workload (abg chats per agent)
No. of chats rejected
Customer Experience View
CSAT (SAT & DSAT Count/ %) - MTD
Areas we need to improve (based on the survey questions and ratings)
No. of tickets reassigned > 4 times
No. of tickets reopened
Top 10 callers (For current day and MTD)
CSAT survey response rate
Priority View
No. of Open VIP incidents (with SD and Outside SD)
No. of P1/P2 Tickets open under SD & at GOC
No. of P1/P2 Tickets breached / about to breach SLA
No. of P1/P2 resolved by SD
View of Open master tickets with Priority and no. of child tkts
Incident Lifecycle View
Created
Created today
Created MTD & monthly trend
Created by priority
By Issue Type (Based on template or category)
By contact type
By product Name /CI
Resolved
By SD (FLR) - Same day
By SD (FLR) MTD and trend
Resolved within SLA
Top 10 Non FLR tickets
Resolved based on Template
Open
Total OPEN by status
By age group
By priority
By assignment count
Un Assigned
by Assignment group
Last updated > 24 hrs
Top 10 agents with highest aging tickets
About to breach Resolution SLA
3 Strike
Knowledge Management
No. of created incidents @ SD with KB attached
Top KBs in use
Top search strings
Requests - Mirror Incident dashboard
Case lifecycle - Mirror INC dashboard