Checking Your Stats

The dashboard is the first thing you’ll see after logging in. Monitor your productivity at a glance, compare it to the company average (in gray at the bottom of each pane), and see what everyone else is up to.

Sample view of Dashboard

Check the dashboard for a quick summary of your stats.

1. Waiting Time Today How long has each customer had to wait, on average, to get a response from you today?
2. Mood How many escalated tickets do you have open? (Mr. Bubbles gets grumpy if you have too many…)
3. Channel Distribution How many of your tickets are coming from email, phone, Twitter, or Facebook? (Shows percentages for both inbound and outbound tickets.)
4. Assigned Out of all open tickets (company-wide), how many are assigned to you?
5. Your Tickets in Process What percentage of your tickets have you responded to, updated, or modified in some way today?
6. Reopening Rate How many of your tickets have been re-opened after being marked “closed”?
7. Activity Stream What’s everyone else on your team up to?