Ticket Trends Dashboard

Overview

The Ticket Trends dashboard helps the SecureChange administrator understand the workloads on individual members of their team or company over time.

This dashboard answers the following questions:

• Does one handler deal with more or fewer tickets than his or her colleagues?

• How many unique closed tickets did each handler participate in?

• How many times did each handler progress a ticket from one workflow step to the next?

  

License Tier

SecureChange+

What Can I see Here?

• Unique Tickets Handled: A line graph tracks the number of tickets handled by each of the selected handlers over the selected Time frame. Note that there is a line tracking Total Tickets handled.

  To remove a line, click the colored line next to the relevant name.

  

• Total Unique Tickets Handled: A bar graph shows the total number of tickets handled by each of the selected handlers

• Ticket Steps Assigned: A line graph tracks the number of steps assigned to each of the selected handlers. Note that there is a default calculation for Total Steps.

  To remove a line, click the colored line next to the relevant name.

  

• Total Ticket Steps Assigned: A bar graph shows the total number of ticket steps assigned to each of the selected handlers.

• Average Tickets Handled Per User: Calculated based on the number of Handlers selected. To adjust, select or deselect Handlers. See Filter by Time Frame, Workflows, and Handlers.

• Number of Selected Handlers: To adjust, see Filter by Time Frame, Workflows, and Handlers.

What Can I do Here?

Filter by Time Frame, Workflows, and Handlers

You can filter the Ticket Trends dashboards by:

• Time frame: Last 7 Days is the default time frame. To change, click your desired time frame. Changes to this filter are saved in the database.

  

• Workflows: Click the drop-down menu to view relevant workflows. This includes only workflows with a record of activity during the selected time frame.

  To deselect a workflow from the list, click on it.

• Handlers: Click the drop-down menu to view relevant handlers. This includes only handlers who were active during the selected time frame and handled the filtered workflows. By default, the first 12 handlers, alphabetically, appear in the dashboards below.

  To deselect a handler from the list, click on their name.

Changing the Time frame filter will reset the selected Workflows and Handlers to their default settings.

Change the Aggregation Setting

Select the setting (Day/Week/Month/Quarter) to determine the aggregation of the dashboard data.

Export Dashboard

Select the Action list () to export the dashboard to PDF. The extension downloads the dashboard to a PDF file on your computer. You can use this file to document progress or update stakeholders.