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Presentation

This dashboard page shows your open cases and who handle them.

It is composed of two sections:

  • Open Cases 
  • Top Priorities

 

Open Cases

At the top left, you can see the Open Cases, and just below, the Open Cases by Priority.

At the right, split by Agent group and Priority, you can see the  Open Cases and the detail at case level (the oldest cases are at the right in red).

 

Top Priorities

Visualize the list of Open case, sorted by Priority and Open Cases Duration Time (min) descending:

  • Case #
  • Case Description
  • Case Category
  • priority
  • User
  • Agent
  • Agent Group

 

Filter on Date

This data visualization comes with a filter on the Date value. This feature enables you to focus on the period you are interested in.

You can filter dates at multiple levels: Day, Week, Month, Quarter or Year.

 

Filter your data

This data visualization comes with four top filters:

In your Service Desk dashboard, you will be able to filter on:

  • Case CategoryCase Category
  • Case PriorityCase Priority: HIGH, MEDIUM, LOW
  • Case StatusCase Status: "Open", "Closed", "On-hold"
  • Agent GroupGroup of the Agent

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