Use Action Metrics to help you set internal KPIs for your ticket activity.

The Actions Dashboards tab provides a high level overview of top metrics. The Actions Metrics tab displays interactive charts and graphs to help you investigate trends in your tickets and team’s resolution efforts. Ticket reports are also available on the Reports tab.

• Use the top-line filters to change the data in the charts.
• For any of the charts, click the ellipses () to view additional options for downloading charts to PDF, automating scheduled emails, or forwarding the data via email.

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Actions Dashboard Tab

Metrics Summary

View statistics about your team’s progress in resolving tickets.

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Actions Metrics Tab

Backlog Summary

View the number of tickets in the backlog that are Overdue/Not Overdue/On Hold and that are Responded/Unresponded. Tickets that are Overdue and Unresponded should be addressed first, whereas tickets that are Not Overdue and Responded are less urgent.

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Progress Summary By Due Date

Progress Summary By Due Date provides clarity on your team’s performance. Use the “View by” filter to slice the chart by Location, Queue, Response Status, Tag, Source, Sentiment, or custom filter.

The graph shows the number of tickets in the closed, not overdue backlog, and overdue backlog buckets, as well as the percentage of tickets closed on time based on the “View by” factor selected (example: Sentiment).

Click Show Table to expand the data in a tabular format based on the “View by” factor selected (example: Queue).

Complaints

Review the number of complaints (non-positive customer feedback) in the backlog, the average number of days to close a complaint, the number of days since the last complaint, and the date/age of the oldest outstanding complaint based on the “View by” factor selected (example: Response Status).

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You can also view metrics in the Reports tab by expanding the Actions category.