Dashboard and reports

Reading the dashboard

The dashboard has tiles for active, unassigned, opened and closed tickets, average response wait and time to close, a chart of tickets opened and closed, and cards for tickets by status and panel and why tickets were closed. Choose 7 days, 30 days or 90 days to set the period for the cards below the tiles: By ticket type, Busiest hours, the within-target figures and staff activity. Everything is counted from the tickets' own dates, so it still works for closed tickets.

Staff activity and satisfaction

Admins also see Staff activity: for each agent, replies sent, tickets closed, average first reply and average rating for the period. The three figures measure different things: replies are counted from the audit log, closed counts who closed the ticket, and first reply is credited to the ticket's current assignee, so do not read them as one score. The satisfaction card shows the ratings of the last 30 days and, for admins only, What members said.

On Monday mornings (in your server's time zone) the bot can DM each admin who switched on Weekly agent report in their User settings with the same figures for the last week.

Downloads

On a premium server Download above the ticket lists saves every ticket as a spreadsheet (without message text), Download CSV on the dashboard saves its figures, and Download PDFsaves the dashboard as a report in your branding, always on a light page. A ticket's own Export PDF has two forms: the full record for staff, with internal notes, and a copy with only what the member could read, safe to send on. Each download is recorded in the audit log.

Server health

Premium admins get Server health in the sidebar: for the last 30 days, tickets opened and closed, messages stored from ticket channels, average first reply and the bot's uptime, each day as a chart. Messages are counted by the bot from the day the page was added, and uptime is for the whole bot, not just your server. Download PDF saves the same page as a report.