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Getting Help Desk Insights
Table of Contents
Introduction
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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.
This feature is extremely helpful for support team managers and supervisors, who can get all the insights in one place.
Accessing Help Desk Insights
Follow these steps to view Help Desk Insights:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Help Desk.
- Select Help Desk Insights.
Feature Availability
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Note: Help Desk Insights is not available in any of the Sales editions.
Widgets Available
Help Desk Insights is divided into two parts:
- Real Time Metrics - These are the crucial metrics important for a support manager, such as violated cases and unresolved cases. Support managers can use this data to take necessary actions.
- Historical Metrics - Historical metrics show data gathered over a period of time, such as an agent’s performance from time A to time B, average first response time, etc. You can also filter the data based on time.
- Pendency Report - These are to help Support Managers get insights into cases assigned by group, their ages and to view if particular groups are lagging behind.
Widgets: Real time metrics
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Widgets: Historical metrics
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Handy Hint
Most charts show data that are 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.
In the screenshot below, ‘Open’ is greyed out because the chart is not displaying data on Open cases.

Filters in Historical Metrics
Help Desk Insights provides an option to view the historical metrics filtered by time. The filters that you set are applied to all the charts/metrics.
You have the following filters:

You can view today’s metrics, last month’s metrics, etc. depending on what option you select.
Follow these steps to use the filter:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Help Desk.
- Select Help Desk Insights.
- Click the date range shown on the top right side of the page.
- Select an option.
- Click the Apply button.
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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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