This module has been introduced in the Email dashboard of Supervisor. It has been specifically designed to provide the present day working status of the tickets along with the availability and unavailability of the operators including Supervisor.
A Supervisor Dashboard could be reached by clicking on Dashboard under Supervisor user account as shown highlighted in the below screen-
The system will redirect the user to following screen as shown below-
The Email dashboard of Supervisor is implemented with various elements which include-
•Total Online Users– This feature shows the number of users who are online. These include Operator and Supervisor the number of whom gets displayed in their respective categories.
•Total Tickets– It shows the number of tickets which have been generated and are under process. It includes 3 working categories of the tickets such as-
1. Active tickets– The total number of tickets which are generated and have been assigned to operator
2. InProgress– The total number of tickets which have been assigned to operators and are under process.
3. Resolved– The total number of tickets which have been resolved.
•Ticket Service Level By Skill– This feature displays the tabular representation about the working status of tickets. The table includes the elements such as-
1. Skill– Name of the particular skill.
2. Total– Total number of tickets generated, In Progress and Resolved under the particular skill.
3. Active– Total number of active tickets under that particular skill.
4. InProgress– Number of tickets that are assigned and are under process.
5. Resolved– Total tickets that have been resolved.
6. Tier1– Number of tickets under Tier1
7. Tier2– Number of tickets under Tier2
8. Tier3– Number of tickets under Tier3.
The number of tickets under each Tier are based under specific time duration service level as set by Admin.
The system also generates graphical representation of Ticket service level as shown below-
•Operator Details– This feature shows the details of operators and supervisors under various categories such as-
1. Name– Name of operator or supervisor
2. Status- Status of operator whether available or not available as set.
3. Role– Role of operator whether Supervisor or Agent
4. Active– Number of active tickets
5. InProgress– Number of tickets under progress
6. Resolved– Number of resolved tickets
Note 1- The tickets and operator details in dashboard are displayed on per day basis.
Note 2- The dashboard refreshes automatically after every specified time interval.