The Analytics Overview dashboard provides key metrics and visual data to help you monitor your support team's performance.

Filtering the Data

• Date Range: Select a specific period using the calendar or predefined ranges.
• Category: Filter analytics by ticket category.
• Agent: Filter analytics by a particular agent.
• Click Apply Filters to update the dashboard.

Key Metrics

• New Tickets: Total number of new tickets in the selected period.
• Agent Responses: Total responses sent by agents.
• Resolved Tickets: Tickets marked as resolved.
• Closed Tickets: Tickets marked as closed.

Visualizing Ticket Trends

• Select the metric to view on the graph: New Tickets, Agent Responses, Resolved Tickets, Closed Tickets.
• Vertical axis = count of tickets, Horizontal axis = date.
• Hover to see specific data points within the selected date range.