1. Offline Agents - The agents who are currently offline or logged out of Zoho Support. 
2. Online Agents - The agents who are available or logged in to respond to your customer tickets. 
3. Bad Feedback - The latest 25 tickets that had received a negative rating from your customers, during the last 30 days.
4. Most Threaded Conversations - The latest 25 tickets that contain the maximum number of conversations, during the last 30 days.
5. Incoming Responses/hour - The number of ticket responses that are received into your helpdesk in the last hour.
6. Outgoing Responses/hour - The number of tickets responses that are sent from your helpdesk in the last hour.
7. Customer Happiness Ratings - A percentage of positive versus negative of the last 100 ratings that were received in your helpdesk.
8. Bandwidth Chart - The bandwidth chart neatly plots the number of incoming and outgoing responses on a line-graph.

Now, let's look at each of the above snippers in little more detail. We're sure you will be overwhelmed by the amount of information the Dashboard will provide you. 

Offline Agents

The Offline Agents widget will display a list of agents who are logged out of their Zoho Support account. You can view each of your agent's overdue tickets; tickets due in the next one hour; and the total number of tickets that are assigned to them. The agents are ordered based on their overdue tickets, with the one having the maximum overdue being listed at the top.

Information from this widget can be used to manage your ticket flows by:

• Viewing the ticket loads of each of your offline agents.
• Assigning overdue tickets from an offline agent to an active agent right away. 
• Re-claiming tickets that are almost short of falling overdue. 

The Online Agents widget will display a list of agents who are logged in and are available to answer your customer tickets. The widget will display your agent's overdue tickets; tickets due in the next one hour; and the total number of tickets that are assigned to them. Here again, the agents are ordered based on their overdue tickets, with the one having the maximum overdue being listed at the top.

This widget can be used to:

• Ensure that your agents pay attention to their overdue tickets and in that order.
• Triage the tickets based on the workload of your agents.

Bad feedback is good for business - but is surprisingly hard to find. But when they come in, how could you keep track of your critics? The Feedback widget in your Dashboard keeps track of the 25 latest bad feedbacks received by your agents in Zoho Support.

With the feedbacks received in this widget you can:

• Quickly access the ticket and its responses that had received a bad feedback.
• Solicit bad feedbacks on a regular basis to ensure that the mistakes are rectified. 
• Ensure that your agents receive training on the nuances of providing better support. 

At times, tickets can have a lot of activity in them. A recurring issue or an extended sales process can quickly increase the number of conversations on a ticket. The Most Threaded Conversations widget will provide a quick snapshot of the top 25 tickets that has run into multiple thread exchanges. Here again, the tickets are ordered based on their conversation threads, with the one having the maximum threads being listed at the top.

The widget will help you to:

• Figure out the lingering issues that nag your customers and brings down the productivity of your agents.
• Train your agents to reduce the average number of agent interactions.
• Speed up things by offering the customer a phone call instead of shooting out emails. 

Should your expand your first line or second line of support? Are your tickets received during the business hours or the after hours? With individual widgets to display the number of incoming and outgoing responses per hour, you can assess the busiest times of your support operation.

The widgets are dynamic that they reflect the change as and when it happens. Also the graphs are set to auto scale based on the data. This way you can ensure that you run the most responsive helpdesk out there! 

Customer Happiness Ratings

The Customer Happiness Ratings widget will display a percentage of positive versus negative of the last 100 ratings that were received in your helpdesk. This way you can keep an eye on your ratings and take actions when you find them slide down to your left. 

Bandwidth Chart

The bandwidth chart plots the number of incoming and outgoing responses on a line-graph. By default, the widget will display the bandwidth for the last 6 hours. But you can further customize the widget to decipher information over different time periods like; today, current week and the current month.

The bandwidth chart along with the Incoming Responses and Outgoing Responses per hour widgets, will help you staff your agents to the optimum levels across different business hours and geographies.

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