Hello!
The Dashboard of the Agents ‘My Dashboard’, must have more information, which helps the agents to look into the details. By more info, I mean, based on the group access, viewing the unassigned tickets, overdue tickets, their own tickets SLA percentage, etc.
The dashboard is the landing page so having shown this in numbers gives the agents visibility to their work & performance hence improving the ownership of their own work.
Br, Sarika