Dashboard Widgets

Overview

Dashboard Widgets provide detailed insights into your support operations by displaying ticket statistics, agent performance, workload, and other important metrics. They help support agents and administrators monitor support activity and make informed decisions.

You can customize which widgets are displayed and control their visibility for different agent roles.

Where to Find

Go to: Support → Settings → Dashboard → Widgets

How It Works

Before adding an agent, ensure that:

  • The person has an existing WordPress user account.
  • An appropriate Agent Role is available. You can use an existing role or create a new one.

Step-by-Step Guide

Configure Dashboard Widgets

  1. Go to SupportCandy → Settings → Dashboard → Widgets.
  2. Select the widget you want to configure.
  3. Configure the available settings, such as Allowed Agent Roles.
  4. Save your changes.
Rearrange Dashboard Widgets
  • Go to the SupportCandy Dashboard.
  • Drag and drop the widgets into your preferred order.
  • The new layout is automatically saved.
Create a Custom Field Widget
  1. Go to SupportCandy → Settings → Dashboard → Widgets.
  2. Click Add New Widget.
  3. Select the required custom field.
  4. Save the widget.

The custom field widget will now appear on the dashboard.

Create a Custom Field Widget
Ticket Statistics: Displays the number of tickets created and closed during the selected date range.
 
Today’s Trends: Compares the number of tickets created and closed today.
 
Agent Workload: Displays the number and status of tickets assigned to each support agent.
 
Recent Activity: Shows the latest activities performed by customers and support agents.
 
Recent Tickets: Displays the most recently created support tickets.
 
Unresolved Tickets by Category: Displays unresolved tickets grouped by category.
 
Unresolved Tickets by Priority: Displays unresolved tickets grouped by priority.
 
Unresolved Tickets by Status: Displays unresolved tickets grouped by their current status.
 
Response Delay: Displays the average time taken by support agents to respond to tickets.
 
Ticket Closing Delay: Displays the average time required to close support tickets.
 
Communication Gap: Shows the number of communication threads associated with each ticket.
 
Ticket Feedback: Displays customer satisfaction ratings submitted after ticket resolution.
 
Agent Ratings: Displays performance ratings for support agents.
 
Out of SLA Tickets: Displays tickets that have exceeded their configured Service Level Agreement (SLA).
 
Active Timer: Displays tickets that currently have active timers running.
 
User Groups: Displays ticket statistics grouped by user group.

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.

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