How are the Home dashboard KPIs calculated?

Morgs

Question

Let's have a look at each KPI separately:

You: Open tickets that are currently assigned to you.

Groups: New and Open tickets that are currently assigned to one of your groups.

Solved: Solved tickets that were solved during the current week and are currently assigned to you.

Good: Solved good satisfaction tickets that were set to solved during the current week and are currently assigned to you.

Bad: Solved bad satisfaction tickets that were set to solved during the current week and are currently assigned to you.

Note: The current week is defined as lasting from Monday to Sunday, so your ticket statistics will reset every Monday.

You: Percentage of the solved good satisfaction tickets that were set to solved during the last 60 days and are currently assigned to you.

Help Desk: Percentage of the solved good satisfaction tickets that were set to solved during the last 60 days in your Support account.