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Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

Help Desk Insights consists of widgets that display information in charts. Each chart shows a specific set of data related to the support team’s performance. For example, you can generate metrics such as the number of backlogs, violated and escalated cases, SLA performance, and more with Help Desk Insights. 

Accessing Help Desk Insights

Follow these steps to view Help Desk Insights:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Help desk.
4. Go to Customer Service Analytics > Help desk Insights.

Viewing Data on the Help desk Dashboard

Help Desk Insights is divided into two parts: 

• Real-Time Metrics - These are the crucial metrics important for a support manager, such as violated and unresolved cases. Support managers can use this data to take necessary actions. 
• Historical Metrics - Historical metrics display data collected over a specific period, such as an agent’s performance from time A to time B, average first response time, and so on. You can also filter the data based on time.
• Pendency Report - These help Support Managers get insights into cases assigned by group and their ages, and to view if particular groups are lagging behind.

Real-time metrics

  

Note: You can view the list of cases by clicking on the chart in each widget.

Historical metrics

 

Note: Most charts display data grouped by multiple aspects. For example, the Case Backlog is grouped by different case statuses such as New, Assigned, Open, etc. If you do not want to view the data on Open cases, you can simply click on the label provided at the bottom. 

 

The screenshot above displays Surveys and their SLA fulfillment rate. Some options are in grey since the chart is not displaying data for these. 

Filters in Historical Metrics

Help Desk Insights lets you display metrics filtered by time. The filters that you set are applied to all the charts/metrics.

The following filters are available in the CRM:

Depending on your selected option, you can view today’s metrics, last month’s metrics, etc. 

Follow these steps to use the filter:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Help desk.
4. Go to Customer Service Analytics > Help desk Insights.
5. Click the date range shown on the top right side of the page.
6. Select an option.
7. Click Apply.

Note: You can also filter the charts by Day, Week, or Month. Click the button in the top right corner of the page to do so.

Actions Available on Widgets

Below are the actions you can perform on a widget. However, not all actions are available on all widgets.

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