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Getting Help Desk Insights
Table of Contents
Introduction
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It is the one-stop destination to get a summary of your support team’s progress. |
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 beneficial 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 the 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 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 help Support Managers get insights into cases assigned by group and 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 allows viewing the historical metrics filtered by time. The filters that you set are applied to all the charts/metrics.
You have the following filters:
Depending on your selected option, you can view today’s metrics, last month’s metrics, etc.
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.
Note: You can also filter the charts by Day, Week, or Month. Click the button on 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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