This release gets exciting with us introducing three new dashboards for Admins, Supervisors and Agents in Freshdesk. With the new dashboards,
Admins can quickly see how different parts of the helpdesk are performing. They can see the status, priority, type, and group which has the most unresolved tickets. They will be able to see signs of a problem before it becomes an emergency, and take necessary action.
Supervisors can quickly see how the different agents in the groups they manage are performing. They can see the status, priority, type, and agents with the most number of unresolved tickets. They can control the ticket distribution and agent availability of the groups they manage right from the dashboard.
Agents can quickly see the number of tickets in their pipeline for the day. They can see the breakdown of tickets assigned to them based on status, priority, and type, and understand what kind of tickets they should be focusing on. They can also see their CSAT score and understand which of their customers are close to being frustrated.
The new dashboards will be rolled out in phases and are available for all Estate+ accounts.
Please note : As intimated earlier old reports except for Agent and Group Summary have been deprecated.