Dashboard: Help Desk Performance Report
The Mojo Helpdesk dashboard gives managers and admins a quick snapshot of overall help desk performance. It provides visibility into workload, responsiveness, and customer satisfaction.
Agents must have a manager or admin role to access reports.
Performance graph
The dashboard graph provides a visual breakdown of ticket flow:
- Green line: Resolved tickets
- Orange line: Created tickets
If the orange bars are higher than the green line, the help desk is receiving more tickets than it is resolving, which could indicate backlog growth.
Help desk metrics
Displayed below the graph are key performance indicators:
- Resolved: Number of tickets solved or closed during the selected period
- Created: Number of tickets created during the selected period
- First response time: Average time it takes agents to send an initial reply (calculation includes tickets created during the period)
- Solved time: Average time it takes to resolve tickets (calculation includes tickets solved during the period, regardless of when they were created)
- Customer satisfaction: Average customer feedback rating during the period
- First answer resolution: Percentage of tickets solved or closed during the period with one agent response (tickets closed without any response are not considered)
Help desk right now
The help desk real time metrics are also displayed:
- Our turn: Open tickets where the customer is waiting for an agent’s reply
- Open: All tickets in new, in progress, on hold, or information requested status
- Overdue: Tickets past the SLA due date
- Due soon: Tickets approaching their SLA due date
Filters & custom views
Above the graph are the filters.
- Adjust the time period: By default, the dashboard displays the last 30 days of performance data, with the option to change the range.
- Apply specific filters: Results can be filtered by group, queue, priority, or other criteria.
- Save filtered views: Save customized views and create multiple dashboards.
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