The Ticketing Analytics Dashboard helps you track customer support performance by analyzing ticket volume, response times, and resolution trends.
Key Features:
- Filter Options – Apply filters by date.
- Interactive Graph Zooming: Drag your cursor over any graph to zoom in on specific data points. Double-click anywhere on the graph to zoom out again.
- Key Focus: Click on any key in the legend to isolate specific data series. Click again to bring back the full picture.
- Export Data – Click the download icon to save reports in CSV, Excel, or other formats.
- Last Sync Time: Analytics data syncs at regular intervals. View the last sync time of each graph by hovering over the clock icon
- Interactive Graphs – Click on data points or bars for detailed order, ticket, or shipment lists.
Open Tickets per User
- What it shows: Number of open support tickets assigned to each team member.
- Why it matters: Helps you balance workload and ensure no tickets are left unattended.
- How to use it: Identify team members handling high volumes and reallocate work if needed. Hover for detailed information.
Ticket Status: Awaiting Your Reply vs. Pending Response
- What it shows: Tickets awaiting your response vs. those pending a reply from B360.
- Why it matters: Enables better prioritization of support inquiries.
- How to use it: Focus on the 'Awaiting Your Reply' tickets first to ensure timely resolutions. Hover for more detailed information.
Open vs. Closed Tickets
- What it shows: Percentage of tickets that are still open versus those that have been resolved.
- Why it matters: Helps track support efficiency and response times over time.
- How to use it: A high percentage of open tickets may indicate a backlog that needs attention.
Orders with Support Tickets
- What it shows: The number of orders that have an associated support ticket per month.
- Why it matters: Helps identify recurring order-related issues that require process improvements.
- How to use it: Compare trends over time to see if support requests increase after certain changes. Hover over graph for more detailed information.
Ticket Types
- What it shows: The percentage distribution of different ticket types (e.g., claims, shipment inquiries, cancellations).
- Why it matters: Helps identify common pain points and areas for process improvement.
- How to use it: If a specific issue dominates, work with relevant teams to address the root cause.
Average Response Time (Hours)
- What it shows: The average time taken to respond to tickets each month.
- Why it matters: Ensures you receive timely support.
- How to use it: Aim for a decreasing trend by optimizing team workflows and automation.
Average First Response Time (Hours)
- What it shows: The average time taken to receive a first response to a new ticket.
- Why it matters: Ensures you receive timely support.
- How to use it: Aim for a decreasing trend by optimizing team workflows and automation.