Dashboard
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Last updated
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Our ticketing dashboard, provides focused, real-time visibility into ticket-related activities—such as open, in-progress, or overdue tickets and agent workload. It helps teams- monitor performance, track SLA compliance, and quickly identify bottlenecks or urgent issues without the clutter of unrelated data from other parts of the system.
To access the Agent Availability Report, navigate to the REVE Chat dashboard and follow these steps:
Click on the Reports section from the left-hand menu.
Select Ticket Analytics.
Click on Dashboard.
Time Range Selection:
Today: Displays bot engagement data for the current date
Last 1 Day: Displays bot engagement data for the past 24 hours.
Last 7 Days: Displays bot engagement data for the past 7 days.
Last 30 Days: Displays bot engagement data for the past 30 days.
Custom Range: Displays bot engagement data for selected data range
Channel Filter: Allows you to filter data for specific channels using a drop down menu
Department: Allows you to filter data based on created departments using a drop down menu
Assignee: Allows you to filter data based on assigned agents using a drop down menu
Ticket Type: Allows you to filter data based on the ticketing form using which the ticket has been created.
Unsolved: Total number of tickets that have not been marked as resolved or closed, including open, in-progress, and reopened tickets.
Unassigned: Tickets that haven't been assigned to any agent or team yet and are waiting for someone to take ownership.
Overdue: Tickets that have crossed their defined SLA (Service Level Agreement) deadline without being resolved.
Open: Tickets that are currently active and in progress — assigned but not yet resolved or closed.
Reopened: Tickets that were previously marked as resolved but reopened by the customer or agent due to further action needed.
Spam: Tickets flagged as irrelevant, automated, or not genuine by the system or agents.
Ticket Creation Source Displays the proportion of tickets created through various sources — such as widget, API, email, or manual creation. Helps you understand where most tickets are coming from.
Ticket Channel Breaks down the distribution of tickets by support channels like chat, email, or social media. Useful for optimizing channel-specific workflows.
Status Summary Shows the current status distribution of tickets — including Open, Resolved, Pending, Reopened, etc. Gives a snapshot of workload and resolution progress.
Solved vs. Unsolved Compares the number of tickets solved versus those still open or pending, over a selected time range. Helps track resolution efficiency over time.
Creation vs. Resolution Displays the trend of tickets created vs. resolved each day. Useful for identifying workload balance and backlogs.
Overdue Summary Highlights the volume of tickets that have exceeded their SLA deadline by day. Supports SLA tracking and agent performance monitoring.
First Contact Resolution (FCR) Shows the percentage or count of tickets resolved in the first agent response. A key metric for support quality and effectiveness.
First Response Time (FRT) The average time it takes for an agent to send the first response after a ticket is created. Helps monitor how quickly customers are being acknowledged.
Average Response Time (ART) The average time between consecutive agent responses within a ticket conversation. Indicates responsiveness throughout the entire ticket lifecycle.
Average Resolution Time The average time between ticket creation and when it is marked as resolved. Useful for tracking how long it typically takes to close a ticket.
Average Handling Time (AHT) The average time from when a ticket is first assigned to an agent until it's resolved. Focuses on how efficiently assigned tickets are handled.
The Ticket Tags panel shows a summary of the most commonly used tags across all tickets. Tags are labels added to tickets
