Dashboard and analytics
The Dashboard shows the desk right now, over all time: how many tickets are open, which ones are late, which cases need attention first. Analytics measures a period you choose: how fast teams answer, how many tickets were opened and closed, and how they split by status, priority and market.
Both are in Commerce > Customer care, and every role can read them, Viewer included.
Read the dashboard
| Element | What it shows | Click it to |
|---|---|---|
| Open now | Tickets that are Open, In progress or Waiting, with the total number of tickets underneath. | Open the Open list. |
| SLA breached | Open tickets past their first-response target with no answer. Red when above zero. | Open the open list filtered on breached tickets. |
| Avg first response | Average time to the first reply from the other side. | Open Analytics. |
| Avg resolution | Average time from opening to closing. | Open Analytics. |
| Most critical cases | Up to 8 open tickets: SLA breached first, then urgent and high priority, then the oldest. Columns: Ticket (title and code), Priority, Status (or SLA breached), Age. | Open the ticket. |
| Tickets by status and Tickets by priority | Bars with the number of tickets in each status and priority. | Open the list of all tickets with that status or priority. |
Analyze a period
Steps
- In Nucleo, go to Commerce > Customer care > Analytics.
- Choose the period:
- Click 7 days, 30 days (the default), 90 days, This year or All time.
- Or click Custom range, pick the first and the last day in the calendar and click Apply.
- Read the figures and charts. Hover over a column of Opened vs closed per day to see the values of that day.
| Element | What it shows |
|---|---|
| Total tickets | Tickets opened in the period, with the period underneath. |
| Resolved | Of those, how many are closed, including those closed without a solution. |
| Open now | Of those, how many are still open. |
| SLA breached | Of those, how many are open and past their target. |
| Avg first response and Avg resolution | Average times for the tickets of the period. |
| First response by team | The average first-response time, grouped by the team of the person who replied first. |
| Opened vs closed per day | Two columns per day: tickets opened and tickets closed. |
| By status, By priority, By market | How the tickets of the period split. |
Export a PDF report
Steps
- Open the Dashboard or Analytics, with the period you want.
- Click More actions > Export PDF.
- In your browser's print dialog, choose Save as PDF (or a printer) and confirm.
The report is laid out for A4, with a header that shows the report name, the period and when it was generated.
Considerations for analytics
- The dashboard always covers all time; use Analytics for a specific period.
- First response is measured on the first reply from someone other than the opener. Deleting that reply recalculates it from the next one.
- For ticket-level detail, export the list to CSV from Tickets. See Export tickets to CSV.