Dashboard – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Fri, 13 Dec 2024 05:55:33 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Dashboard – SupportCandy https://supportcandy.net 32 32 General https://supportcandy.net/docs/general-3/ Wed, 31 Jan 2024 04:01:55 +0000 https://supportcandy.net/?post_type=docs&p=334201

SupportCandy Dashboard

Welcome to the SupportCandy Dashboard, your centralized hub for managing customer support efficiently. It offers a comprehensive view of ticket statuses and vital metrics, enabling support agents to stay on top of their queues and prioritize effectively.

Key Features and Benefits

  • Comprehensive Ticket Overview:
    View ticket statuses such as Open, Unresolved, Unassigned, and Closed, ensuring a clear understanding of your support dynamics.
  • SLA Tracking:
    Monitor tickets out of SLA, due today, and due tomorrow to address critical issues promptly.
  • Agent-Specific Access:
    The Dashboard is exclusive to support agents, ensuring customers cannot access it. Agents can conveniently access it from both the WordPress backend and frontend for seamless support management.

Dashboard Configuration and Customization

The SupportCandy Dashboard offers robust customization options, enabling administrators to tailor the experience for support agents and optimize support workflows. Below are detailed steps for configuring and customizing the dashboard to suit your organization’s needs:

1. Enable Dashboard

Grant agents access to the Dashboard based on their roles. This ensures only authorized personnel can view and interact with it.

  • Steps:
    • Go to Support → Support Agents → Agent Roles → Edit → Dashboard Access.
    • Enable access for the relevant agent roles to allow them to view the Dashboard.

Use Case: Customize access for different agent roles, such as enabling Dashboard access for senior agents while restricting it for trainees.

2. Widget Visibility for Agent Roles

Control which widgets are visible to specific agent roles to streamline their dashboard view and reduce clutter.

  • Steps:
    • Navigate to Support → Settings → Dashboard → Widgets → Edit → Allowed Agent Roles.
    • Select agent roles permitted to view each widget.

Use Case: Display performance analytics widgets for managers while showing workload widgets for active agents.

3. Default Date Range for Widgets

Set a default date range for Dashboard widgets to ensure consistent reporting across agents and teams.

  • Steps:
    • Navigate to Support → Settings → Dashboard → General → Default Date Range.
    • Choose the preferred date range, such as daily, weekly, or monthly, for analyzing ticket trends.

Use Case: Set a weekly default date range to track ticket creation and closure trends over time.

4. Recent Activity Widget Management

Customize the “Recent Activity” widget by adding or removing specific logs to reflect the most relevant updates for agents.

  • Steps:
    • Go to Support → Settings → Dashboard → General → Allowed Recent Activity Logs.
    • Enable or disable activity types, such as new tickets, ticket assignments, or status changes.

Use Case: Highlight key updates like new high-priority tickets while excluding non-critical actions to help agents focus on urgent tasks.

5. Dashboard Auto-Refresh

Keep the Dashboard updated in real-time by enabling the auto-refresh feature or disable it to save system resources based on your preferences.

  • Steps:
    • Navigate to Support → Settings → Dashboard → General → Enable Auto-Refresh.

Use Case: Enable auto-refresh for a busy support team to track live ticket status changes or disable it for smaller teams where updates are less frequent.

]]> Dashboard Cards https://supportcandy.net/docs/dashboard-cards/ Wed, 31 Jan 2024 04:03:36 +0000 https://supportcandy.net/?post_type=docs&p=334204

Dashboard Cards provide a quick view of ticket metrics, helping support agents efficiently manage workloads and prioritize tasks. Each card displays the count or number of tickets in specific categories, with clickable numbers that apply filters directly to the ticket list for seamless navigation.

Key Cards and Their Functions

  • New Tickets: Displays the number of newly created tickets awaiting processing.
  • Unresolved Tickets: Shows the count of tickets that need resolution or further support.
  • Unassigned Tickets: Displays the number of tickets that have not yet been assigned to agents.
  • Closed Tickets: Indicates the total number of tickets that have been resolved and closed successfully.
  • Mine (Assigned to Current Agent): Displays the number of tickets assigned to the logged-in agent, helping with workload management.
  • Out of SLA: Highlights the count of tickets that have exceeded their service level agreement (SLA) deadlines.
  • Due Today: Shows the number of tickets with SLAs expiring today, requiring immediate attention.
  • Due Tomorrow: Displays the count of tickets with SLAs due tomorrow, aiding in task planning.

These cards provide real-time insights into ticket statuses, enabling support agents and administrators to streamline their workflows effectively.

]]> Dashboard Widgets https://supportcandy.net/docs/dashboard-widgets/ Wed, 31 Jan 2024 04:04:19 +0000 https://supportcandy.net/?post_type=docs&p=334206

Support → Settings → Dashboard → Widgets

Dashboard widgets provide key insights into your support operations, helping you track ticket activity, agent workloads, and performance trends.

Dashboard Management

  • Customize Your Dashboard: Rearrange widgets using drag-and-drop and manage visibility for different agent roles.
  • Create Custom Field Widgets: Add widgets for specific custom fields for a personalized view.

List of Widgets

  • Ticket Statistics: Track ticket creation and closure.
  • Today’s Trends: Compare ticket creation vs. closure for the day.
  • Agent Workload: Monitor ticket assignments and statuses by agent.
  • Recent Activity: View recent customer and agent actions.
  • Recent Tickets: See the latest support requests.
  • Unresolved Tickets by Category: Highlight unresolved tickets by category.
  • Unresolved Tickets by Priority: Focus on unresolved high-priority tickets.
  • Unresolved Tickets by Status: Track unresolved tickets based on status.
  • Response Delay: Measure the delay in agent responses.
  • Ticket Closing Delay: Monitor the time taken to close tickets.
  • Communication Gap: Track the number of communication threads per ticket.
  • Ticket Feedback: Display customer feedback on tickets.
  • Agent Ratings: View agent performance ratings.
  • Out of SLA Tickets: Identify tickets exceeding SLA limits.
  • Active Timer: List active timers for ongoing tickets.
  • Usergroups: Track tickets created by each usergroup.
 

These widgets provide a comprehensive view of your support system for efficient management and timely action.

]]>