In the Insightly Service App, there is one standard Dashboard available, the Service Dashboard. This Dashboard contains 9 Dashboard Cards that provide an overview of how successful your agents have been with their Tickets.
Admins on Professional and Enterprise plans can create custom Dashboards and Dashboard Cards although the default colors within dashboard cards cannot be edited.
All users will have access to the Service Dashboard with the following Dashboard Cards.
| Card Title | Description |
|---|---|
| Tickets created by Hour | A vertical bar graph that displays the number of Tickets submitted each hour over the past 30 days. |
| Tickets created by Weekday | A vertical bar graph that displays the number of Tickets submitted each weekday over the past 30 days. |
| Tickets created by Month | A vertical bar graph that displays the number of Tickets submitted each month over the past 365 days. |
| Tickets Solved by Time Bracket | A bar graph that displays the number of Tickets solved within various timeframes, over the past 30 days. The following brackets are available: 0-5 hrs, 5-10 hrs, 10-15 hrs, 15-20 hrs, 20-25 hrs, 25-30 hrs, 30+ hrs. |
| First Reply by Time Bracket | A bar graph that displays the number of first replies to Tickets within various timeframes, over the past 30 days. The following brackets are available: 0-5 hrs, 5-10 hrs, 10-15 hrs, 15-20 hrs, 20-25 hrs, 25-30 hrs, 30+ hrs. |
| Solved Tickets by Agent | A bar graph that displays the number of Tickets solved by each agent in the past 30 days. |
| Tickets by Channel | A donut chart that displays the channels that Tickets have been submitted through in the past 30 days. Hovering over a section of the chart will display the number and percentage of Tickets that were submitted to that specific channel. |
| Agent Touches | A table card that displays the total number of touches each agent has made in the past 30 days. The grand total of touches by all agents is tallied at the bottom of the chart. |
| First Reply Time By Agents | A table card that displays the average first reply time of each individual agent in the past 30 days. The reply time is measured in hours, with the cumulative average time of all agents tallied at the bottom of the table. |
| Open Tickets | A number chart that displays the current number of Tickets with the Open status. |
| Unsolved Tickets | A number chart that displays the current number of Tickets that do not have the Solved status or Closed status. |
| Pending Tickets | A number chart that displays the current number of Tickets with the Pending status. |
| On Hold Tickets | A number chart that displays the current number of Tickets with the On Hold status. |
| Unassigned Tickets | A number chart that displays the current number of Tickets that have not been assigned to a user. |