Analyzing your Support ticket activity and agent performance

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<p class="p" dir="ltr">Zendesk Explore features a prebuilt dashboard to help you monitor many details
about your tickets, efficiency, and performance with Zendesk Support. The dashboard can
help you identify your ticket backlog, customer satisfaction, agent activity, SLAs, and
more.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can edit and customize the Support dashboard by cloning it (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>). If you need something
more complex, you can write your own reports using a wide range of metrics and
attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_knk_pmw_qy__ul_dt1_jml_jkb">
<li class="li"><a class="xref" href="#topic_nw1_knl_jkb">Opening the Support dashboard</a></li>
<li class="li"><a class="xref" href="#topic_rql_4nl_jkb">Understanding the Support dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nw1_knl_jkb">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Support dashboard</h2>
<div class="body">
<p class="p">Use the following procedure to access the Support dashboard.</p>
<div class="p">
<strong class="ph b">To open the Support dashboard</strong><ol class="ol" id="topic_nw1_knl_jkb__ol_y1g_yrk_hfb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_nw1_knl_jkb__image_d35_ypn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rql_4nl_jkb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Support dashboard reports</h2>
<div class="body">
<p class="p">The Support dashboard contains the following tabs:</p>
<ul class="ul" id="topic_rql_4nl_jkb__ul_dcj_qcj_z3b">
<li class="li"><a class="xref" href="#topic_hlj_xbj_z3b">Tickets tab</a></li>
<li class="li"><a class="xref" href="#topic_zd3_ybj_z3b">Efficiency tab</a></li>
<li class="li"><a class="xref" href="#topic_dpf_ybj_z3b">Assignee activity tab</a></li>
<li class="li"><a class="xref" href="#topic_edg_ybj_z3b">Agent updates tab</a></li>
<li class="li"><a class="xref" href="#topic_f4g_ybj_z3b">Unsolved tickets tab</a></li>
<li class="li"><a class="xref" href="#topic_wyg_ybj_z3b">Backlog tab</a></li>
<li class="li"><a class="xref" href="#topic_ijh_ybj_z3b">Satisfaction tab</a></li>
<li class="li"><a class="xref" href="#topic_d5h_ybj_z3b">SLAs tab</a></li>
<li class="li"><a class="xref" href="#topic_lbp_jdx_kxb">Group SLAs tab</a></li>
</ul>
<div class="p">
<div class="note note" id="topic_rql_4nl_jkb__note_pbr_51y_wtb">
<span class="notetitle">Note:</span> The information in Explore dashboards is updated on a
schedule. The schedule depends on which Explore plan you are using. For details,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_hlj_xbj_z3b">
<h3 class="title topictitle3" id="ariaid-title4">Tickets tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Tickets</strong> tab contains reports about tickets created in your Zendesk
account. You can filter the reports by time, group, brand, channel, form,
submitter role, and requester organization.</p>
<p class="p">On this tab, the time filter is based on the ticket creation date, unless
otherwise noted in the report descriptions below.</p>
<p class="p"><strong class="ph b">To open the Tickets dashboard tab</strong></p>
<div class="p">
<ol class="ol">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_hlj_xbj_z3b__image_tqn_nqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Tickets </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_jcm_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title5">Tickets tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_jcm_ydj_z3b__ul_jbk_f2j_z3b">
<li class="li">
<strong class="ph b">Created tickets:</strong> The number of tickets created in your Support
account.</li>
<li class="li">
<strong class="ph b">Unsolved tickets:</strong> The number of unsolved tickets. These are
tickets that do not have a Closed or Solved status.</li>
<li class="li">
<strong class="ph b">Solved tickets:</strong> The number of solved tickets. These are tickets
that have a Solved or Closed status. The time filter for this report is
based on the ticket solved date.</li>
<li class="li">
<strong class="ph b">One-touch tickets:</strong> The percentage of tickets that were solved
with one agent reply. The time filter for this report is based on the
ticket solved date.</li>
<li class="li">
<strong class="ph b">Reopened tickets:</strong> The percentage of reopened tickets that were
previously marked as Solved. The time filter for this report is based on
the ticket solved date.</li>
</ul>
<p class="p"><img alt="Explore support dashboard ticket KPIs" class="image img-screenshot" id="topic_jcm_ydj_z3b__image_xwm_lgj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-3.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_bcm_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title6">Tickets tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_bcm_ydj_z3b__ul_edr_z2j_z3b">
<li class="li">
<strong class="ph b">Tickets created by hour:</strong> The percentage of tickets created each
hour (0-23). <p class="p"><img alt="Tickets created by hour report" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_osx_1hj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-4.png"></p>
</li>
<li class="li">
<strong class="ph b">Average tickets created by day of week:</strong> The average number of
tickets created for each day of the week. <p class="p"><img alt="Average tickets created by day of week report" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_x44_rkj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-7.png"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by date:</strong> The total number of tickets created each
day for the date range you choose. You can hover over a data point on
the graph to see how many of the created tickets have been
solved.<p class="p"><img alt="Tickets created by date report" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_whf_jk2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-57.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by selected attribute (top 10):</strong> The percentage of tickets
for each type of the attribute you select. For example, if you select
<strong class="ph b">Ticket channel</strong>, you'll see the percentage of tickets that
were created by each channel during the date range you
selected.<div class="note note">
<span class="notetitle">Note:</span> Analytics for service catalog requests are accessible
when you filter by the service's name, which is automatically used
as the associated form's name, too.</div>
<p class="p"><img alt="Tickets by selected attribute report" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_dwz_lk2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-58.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by date and channel (top 10):</strong> The number of
tickets created each day for the date range you chose sliced by the
channel from which the ticket was received.<p class="p"><img alt="Tickets created by date and selected attribute (top 10)" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_spd_kdl_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-66.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by month/year:</strong> Displays the number of tickets
created each month for the years you select. You can overlay data from
the last five years to help you compare. The current month's data is not
displayed until the end of the month. This report is excluded from the
tab's time filter.<p class="p"><img alt="Tickets created by month and year report" class="image img-screenshot" id="topic_bcm_ydj_z3b__image_tfc_fhj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-5.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zd3_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title7">Efficiency tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Efficiency</strong> tab contains reports that help you evaluate the efficiency
of your agents. You can filter the reports by time, group, brand, channel, form,
priority, and requester organization.</p>
<p class="p">On this tab, the time filter is based on the ticket solved date, unless otherwise
noted in the report descriptions below.</p>
<p class="p"><strong class="ph b">To open the Efficiency dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_zd3_ybj_z3b__ol_bnk_pqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_zd3_ybj_z3b__image_cnk_pqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Efficiency </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_ddq_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title8">Efficiency tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_ddq_ydj_z3b__ul_vg2_g2j_z3b">
<li class="li">
<strong class="ph b">First reply time median:</strong> The median time from when the ticket was
first created until an agent first replied. The time filter for this
report is based on the ticket created date.</li>
<li class="li">
<strong class="ph b">First resolution time median:</strong> The median time from the creation
of a ticket until it was first closed or solved.</li>
<li class="li">
<strong class="ph b">Full resolution time median:</strong> The median time from the creation of
a ticket until it was fully closed or solved.</li>
<li class="li">
<strong class="ph b">Group stations average:</strong> The average number of groups a ticket was
assigned to.</li>
<li class="li">
<strong class="ph b">Assignee stations average:</strong> The average number of agents a ticket
was assigned to.</li>
</ul>
<p class="p"><img alt="Efficiency tab headline metrics" class="image img-screenshot" id="topic_ddq_ydj_z3b__image_khq_b1m_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-71.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_vcq_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title9">Efficiency tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_vcq_ydj_z3b__ul_zpb_1fj_z3b">
<li class="li">
<strong class="ph b">Tickets by first reply time brackets:</strong> A bracketed list showing
the percentage of tickets first reply times that fall into various
brackets. For example, in the screenshot below, 12% of tickets were
replied to in more than 24 hours. The time filter for this report is
based on the ticket created date.<p class="p"><img alt="Tickets by first reply time brackets report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_xfs_z3r_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-83.png"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by full resolution time brackets:</strong> A bracketed list
showing the percentage of tickets full resolution times that fall into
various brackets. For example, in the screenshot below, 10% of tickets
were fully resolved in 5-24 hours.<p class="p"><img alt="Tickets by full resolution time brackets report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_bg1_djr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-84.png"></p>
</li>
<li class="li">
<strong class="ph b">First reply and assignment time median over time:</strong> A comparison
between the median first reply time and the median first assignment time
over the date range you selected. The time filter for this report is
based on the ticket created date.<p class="p"><img alt="First reply and assignment time median over time report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_fgb_hjr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-85.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Full resolution and requester wait time median over time:</strong> A
comparison between the amount of time it took to solve a ticket, and the
median time a ticket spend in the New, Open, or On-hold status.<p class="p"><img alt="Full resolution and requester wait time median over time report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_srk_kjr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-86.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by agent replies brackets:</strong> The bracketed percentage of
agent replies for tickets. In the example below, 12% of tickets had 2
agent replies.<p class="p"><img alt="Tickets by agent replies brackets report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_mlb_4jr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-87.png"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by group stations brackets:</strong> The bracketed number of
groups that were assigned to tickets. In the example below, 56% of
tickets were assigned to two or three groups.<p class="p"><img alt="Tickets by group stations brackets report" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_rfh_rjr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-88.png"></p>
</li>
<li class="li">
<strong class="ph b">Agent replies average and resolutions over time:</strong> The average
number of agent replies and the total number of tickets solved on a
daily basis. You can hover over a data point to see the exact results
for a day.<p class="p"><img alt="Agent replies average and resolutions over time" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_p22_w1m_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-73.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Assignee and group stations average over time:</strong> Displays both the
average number of agent tickets were assigned to and the average number
of groups associated with a ticket.<p class="p"><img alt="Assignee and group stations average over time" class="image img-screenshot" id="topic_vcq_ydj_z3b__image_b1b_s1m_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-72.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_dpf_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title10">Assignee activity tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Assignee Activity</strong> tab helps you to see the results when you assign
tickets to agents and others. You can filter the reports by time, group,
assignee, brand, channel, form, and requester organization.</p>
<p class="p">On this tab, the time filter is based on the ticket solved date.</p>
<p class="p"><strong class="ph b">To open the Assignee activity dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_dpf_ybj_z3b__ol_hff_rqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_dpf_ybj_z3b__image_iff_rqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Assignee activity </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_txt_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title11">Assignee activity tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_txt_ydj_z3b__ul_w1n_h2j_z3b">
<li class="li">
<strong class="ph b">Solved tickets:</strong> The number of solved and closed tickets that were
resolved during the selected date range.</li>
<li class="li">
<strong class="ph b">Requester wait time median:</strong> The median time that tickets spent in
the new, open, or on-hold statuses.</li>
<li class="li">
<strong class="ph b">Assignment to resolution:</strong> The median time from the last agent
assignment until the ticket was resolved.</li>
<li class="li">
<strong class="ph b">One-touch tickets:</strong> The percentage of tickets that were resolved
with only one agent reply.</li>
<li class="li">
<strong class="ph b">Two-touch tickets:</strong> The percentage of tickets that were resolved
after two agent replies.</li>
</ul>
<p class="p"><img alt="Assignee activity tab headline metrics" class="image img-screenshot" id="topic_txt_ydj_z3b__image_a4p_4hj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-6.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_lxt_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title12">Assignee activity tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_lxt_ydj_z3b__ul_dvh_1fj_z3b">
<li class="li">
<strong class="ph b">Good vs bad satisfaction tickets:</strong> A pie chart showing the
percentage of rated tickets that received a satisfaction rating of good
or bad.<p class="p"><img alt="Support good vs bad satisfaction tickets" class="image img-screenshot" id="topic_lxt_ydj_z3b__image_fjr_j4j_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-14.png"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by requester wait time brackets:</strong> A bracketed list showing
the requester wait time for tickets. In this example, 12% of tickets
took between 1 and 3 days before the requester received a
response.<p class="p"><img alt="Tickets by requester wait time brackets report" class="image img-screenshot" id="topic_lxt_ydj_z3b__image_vqy_mkr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-89.png"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score and requester wait time median by date:</strong> A
comparison of the customer satisfaction rating against the amount of
time they had to wait for a response from an agent.<p class="p"><img alt="Satisfaction score and requester wait time median by date report" class="image img-screenshot" id="topic_lxt_ydj_z3b__image_cmr_qkr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-90.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Assignee activity:</strong> A detailed list of your agents and their
activities including the number of tickets they solved, their average
reply time, and more.<p class="p"><img alt="Support assignee activity report" class="image img-screenshot" id="topic_lxt_ydj_z3b__image_jzq_tnj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-13.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_edg_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title13">Agent updates tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Agent Updates</strong> tab shows comments and updates made to tickets by your
agents. You can filter the reports by time, agent, brand, channel, form, group,
and requester organization.</p>
<p class="p">On this tab, the time filter is based on the update date.</p>
<p class="p"><strong class="ph b">To open the Agent updates dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_edg_ybj_z3b__ol_mx4_sqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_edg_ybj_z3b__image_nx4_sqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Agent updates </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_gbx_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title14">Agent updates tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_gbx_ydj_z3b__ul_rs4_32j_z3b">
<li class="li">
<strong class="ph b">Public comments:</strong> The total number of tickets where public
comments from an agent are included.</li>
<li class="li">
<strong class="ph b">Internal comments:</strong> The total number of tickets where internal
comments from an agent are included.</li>
<li class="li">
<strong class="ph b">Tickets commented:</strong> The number of tickets with an agent comment,
whether public or internal.</li>
<li class="li">
<strong class="ph b">Tickets solved:</strong> The number of tickets that were marked as solved
by an agent.</li>
<li class="li">
<strong class="ph b">Tickets created:</strong> The number of tickets that were created by an
agent.</li>
</ul>
<p class="p"><img alt="Agent updates headline metrics" class="image img-screenshot" id="topic_gbx_ydj_z3b__image_afd_xld_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-29.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_x1x_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title15">Agent updates tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_x1x_ydj_z3b__ul_nmn_1fj_z3b">
<li class="li">
<strong class="ph b">Agent comment averages by date:</strong> A comparison of the total number
of comments on tickets and the number of those comments that were public
or internal.<p class="p"><img alt="Agent comment averages by date" class="image img-screenshot" id="topic_x1x_ydj_z3b__image_xtq_wmd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-32.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Tickets commented, created and solved by date:</strong> A comparison of
the number of tickets created, solved, and commented on over the
selected date range.<p class="p"><img alt="Tickets commented created and solved by date" class="image img-screenshot" id="topic_x1x_ydj_z3b__image_dsz_zmd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-33.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Agent updates:</strong> For each agent, displays detailed information
about updates they made to tickets including comments, solves, creation,
and more.<p class="p"><img alt="Agent updates report" class="image img-screenshot" id="topic_x1x_ydj_z3b__image_hlw_fmd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-31.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_f4g_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title16">Unsolved tickets tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Unsolved Tickets</strong> tab helps you take a detailed look at tickets in your
account that are still open and require attention. You can filter the reports by
group, assignee, brand, channel, priority, and requester organization.</p>
<p class="p"><strong class="ph b">To open the Unsolved tickets dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_f4g_ybj_z3b__ol_jqp_tqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_f4g_ybj_z3b__image_kqp_tqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Unsolved tickets </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_h2b_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title17">Unsolved tickets tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_h2b_zdj_z3b__ul_tqz_j2j_z3b">
<li class="li">
<strong class="ph b">Unsolved tickets:</strong> Tickets that are not in a Solved or Closed
status.</li>
<li class="li">
<strong class="ph b">New and open tickets:</strong> Tickets that are in a New or Open
status.</li>
<li class="li">
<strong class="ph b">Unreplied unsolved tickets:</strong> Unsolved tickets with no agent
replies.</li>
<li class="li">
<strong class="ph b">Time since update median:</strong> The median time since unsolved tickets
were updated.</li>
<li class="li">
<strong class="ph b">Ticket age median:</strong> The median time since unsolved tickets were
created.</li>
</ul>
<p class="p"><img alt="Unsolved tickets headline metrics" class="image img-screenshot" id="topic_h2b_zdj_z3b__image_vn5_53s_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-91.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested3" id="topic_a2b_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title18">Unsolved tickets tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_a2b_zdj_z3b__ul_pns_1fj_z3b">
<li class="li">
<strong class="ph b">Unsolved tickets by status:</strong> A pie chart showing the percentage of
tickets that are in a New, Open, Pending, or On-hold status.<p class="p"><img alt="Unsolved tickets by status report" class="image img-screenshot" id="topic_a2b_zdj_z3b__image_fdf_cls_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-95.png"></p>
</li>
<li class="li">
<strong class="ph b">New and open tickets by assignment status:</strong> A pie chart showing
the percentage of tickets in the Open or New state that are assigned, or
unassigned.<p class="p"><img alt="New and open tickets by assignment status" class="image img-screenshot" id="topic_a2b_zdj_z3b__image_n4g_fls_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-96.png"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by selected attribute (top 10):</strong> A stacked chart
displaying the percentage of tickets in the new, open, pending and
on-hold statuses for the attribute you choose. You can choose from
ticket brand, channel, form, group, priority, or type.<p class="p"><img alt="Unsolved tickets by selected attribute report" class="image img-screenshot" id="topic_a2b_zdj_z3b__image_wlw_3ls_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-97.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by creation month:</strong> A stacked chart showing all
unsolved tickets over the date range you selected. The stacks indicate
whether the ticket is New, Open, Pending, or On-Hold.<p class="p"><img alt="Unsolved tickets by creation month report" class="image img-screenshot" id="topic_a2b_zdj_z3b__image_lxk_nls_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-98.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets:</strong> A detailed list of unsolved tickets sorted by
agent name.<p class="p"><img alt="Unsolved tickets report" class="image img-screenshot" id="topic_a2b_zdj_z3b__image_hjs_3js_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-92.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_wyg_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title19">Backlog tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Backlog</strong> tab helps you look at open ticket activity over a date range
you select. You can filter the reports by group, assignee, brand, channel,
priority, and type.</p>
<p class="p">This tab contains no headline metrics.</p>
<p class="p"><strong class="ph b">To open the Backlog dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_wyg_ybj_z3b__ol_ixm_5qn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_wyg_ybj_z3b__image_jxm_5qn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Backlog </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested3" id="topic_ck2_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title20">Backlog tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_ck2_zdj_z3b__ul_ytz_1fj_z3b">
<li class="li">
<strong class="ph b">Daily historical backlog by status (30 days):</strong> A list of your open
ticket backlog over the last 30 days to help you identify
trends.<p class="p"><img alt="Daily historical backlog by status report" class="image img-screenshot" id="topic_ck2_zdj_z3b__image_jrf_shr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-81.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Weekly historical backlog by status (12 weeks):</strong> A list of your
open ticket backlog over the last 12 weeks to help you identify
trends.<p class="p"><img alt="Weekly historical backlog by status report" class="image img-screenshot" id="topic_ck2_zdj_z3b__image_yyh_vhr_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-82.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Weekly historical backlog by selected attribute (top 10/12
weeks):</strong> The number of unsolved tickets at the end of each week
for the last 12 weeks. Choose a tab to display results by ticket brand,
group, channel, priority, or type.<p class="p"><img alt="Weekly historical backlog by selected attribute (top 10/12 week) report" class="image img-screenshot" id="topic_ck2_zdj_z3b__image_i5d_svd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-49.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_ijh_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title21">Satisfaction tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Satisfaction</strong> tab helps you take a closer look at customer
satisfactions (CSAT) scores for your tickets. You can filter the reports by
time, group, brand, channel, form, priority, and type.</p>
<p class="p">On this tab, the time filter is based on the ticket solved date, unless otherwise
noted in the report descriptions below.</p>
<p class="p"><strong class="ph b">To open the Satisfaction dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_ijh_ybj_z3b__ol_gz3_vqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_ijh_ybj_z3b__image_hz3_vqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Satisfaction </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested3" id="topic_vrh_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title22">Satisfaction tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_vrh_zdj_z3b__ul_slf_m2j_z3b">
<li class="li">
<strong class="ph b">Satisfaction score:</strong> The percentage of tickets rated as good from
the total number of rated tickets.</li>
<li class="li">
<strong class="ph b">Good satisfaction tickets:</strong> The number of tickets rated as
good.</li>
<li class="li">
<strong class="ph b">Bad satisfaction tickets:</strong> The number of tickets rated as
bad.</li>
<li class="li">
<strong class="ph b">Bad to good ratings:</strong> The number of tickets with a rating that
changed from bad to good. The time filter for this report is based on
the update date.</li>
<li class="li">
<strong class="ph b">Satisfaction rated ratio:</strong> The percentage of tickets that received
either good or bad from the total number of surveyed tickets.</li>
</ul>
<p class="p"><img alt="Satisfaction tab headline metrics" class="image img-screenshot" id="topic_vrh_zdj_z3b__image_w21_ng2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-50.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested3" id="topic_nrh_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title23">Satisfaction tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_nrh_zdj_z3b__ul_ih2_bfj_z3b">
<li class="li">
<strong class="ph b">Good vs bad satisfaction tickets:</strong> A pie chart showing the
percentage of good and bad satisfaction rated tickets both with and
without comments.<p class="p"><img alt="Good vs bad satisfaction tickets report" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_eyl_bbm_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-74.png"></p>
</li>
<li class="li">
<strong class="ph b">Rated tickets funnel:</strong> A funnel chart showing the percentage of
surveyed and rated tickets against all tickets.<p class="p"><img alt="Rated tickets funnel" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_b4j_jdm_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-75.png"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score and rated tickets by date:</strong> The number of rated
tickets against the percentage satisfaction score they received over the
selected date range.<p class="p"><img alt="Satisfaction score and rated tickets by date report" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_qgk_ndm_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-76.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by selected attribute (top 10 by volume):</strong> The
average satisfaction percentage for the attribute you select. For
example, if you select <strong class="ph b">Ticket Channel</strong>, you'll see the average
satisfaction score for each of the ticket channels like Chat, Email,
etc. You can select from Ticket brand, channel, form, group, priority,
and type.<p class="p"><img alt="Satisfaction score by selected attribute report" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_mr4_rdm_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-77.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score and rated tickets by month (12 months):</strong> The
number of rated tickets, and the average satisfaction score over a
12-month period. This report is excluded from the tab's time
filter.<p class="p"><img alt="Satisfaction score and rated tickets by month (12 months) report" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_r5r_ch2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-52.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction rated ratio and surveyed tickets by month (12
months):</strong> The percentage of all tickets that were rated against
the number of tickets that were surveyed over a 12-month period. This
report is excluded from the tab's time filter.<p class="p"><img alt="Satisfaction rated ratio and surveyed tickets by month (12 months)" class="image img-screenshot" id="topic_nrh_zdj_z3b__image_unf_zg2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-51.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title24" class="topic nested2" id="topic_d5h_ybj_z3b">
<h3 class="title topictitle3" id="ariaid-title24">SLAs tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">SLAs</strong> tab helps you measure your results against SLAs you configured.
You can filter the reports by time, SLA policy, SLA metric, group, brand, form,
priority, and requester organization.</p>
<p class="p">On this tab, the time filter is based on the SLA update date, unless otherwise
noted in the report descriptions below.</p>
<div class="p">
<div class="note note" id="topic_d5h_ybj_z3b__note_dwh_kb5_4tb">
<span class="notetitle">Note:</span> When no data filters are selected, the SLA metrics
include data for deleted tickets. This happens because historic data isn't
changed for SLA metrics and events. When any data filters are applied,
however, data for deleted tickets is excluded because the applied data
filter attributes and values don't exist for deleted tickets.</div>
</div>
<p class="p"><strong class="ph b">To open the SLAs dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_d5h_ybj_z3b__ol_ckg_wqn_tsb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_d5h_ybj_z3b__image_dkg_wqn_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">SLAs </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title25" class="topic nested3" id="topic_a3v_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title25">SLAs tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_a3v_zdj_z3b__ul_sn1_n2j_z3b">
<li class="li">
<strong class="ph b">SLA achievement rate:</strong> The percentage of tickets that met the SLA
from the total number of SLA tickets.</li>
<li class="li">
<strong class="ph b">SLA breached tickets:</strong> The number of tickets that have at least
one SLA target breach.</li>
<li class="li">
<strong class="ph b">SLA achieved tickets:</strong> The number of tickets that did not have an
SLA target breach.</li>
<li class="li">
<strong class="ph b">SLA active tickets:</strong> The number of tickets with an active SLA
policy.</li>
<li class="li">
<strong class="ph b">SLA active breached tickets:</strong> The number of active tickets with at
least one SLA target breach.</li>
</ul>
<p class="p"><img alt="Support SLA headline metrics (kpis)" class="image img-screenshot" id="topic_a3v_zdj_z3b__image_xm2_lrj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-22.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title26" class="topic nested3" id="topic_shv_zdj_z3b">
<h4 class="title topictitle4" id="ariaid-title26">SLAs tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_shv_zdj_z3b__ul_zcj_bfj_z3b">
<li class="li">
<strong class="ph b">Achieved vs breached completed SLA policies by date:</strong> Shows the
number of tickets that breached or achieved your SLA targets over the
date range you chose.<p class="p"><img alt="Achieved vs breached completed SLA policies by date report" class="image img-screenshot" id="topic_shv_zdj_z3b__image_jpr_gtd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-43.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Achieved and breached completed SLA policies by selected attribute
(top 10 breached):</strong> A stacked bar chart showing the percentage of
tickets that achieved, or breached an SLA policy for the attribute you
select. You can select from ticket brand, channel, form, or group.
Additionally, you can select the SLA policy name.<p class="p"><img alt="Achieved and breached completed SLA policies by selected attribute (top 10 breached)" class="image img-screenshot" id="topic_shv_zdj_z3b__image_wnd_mtd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-44.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">SLA target breaches by hour:</strong> A chart showing the average
percentage of breaches that happened each hour over a 24 hour
period.<p class="p"><img alt="SLA target breaches by hour report" class="image img-screenshot" id="topic_shv_zdj_z3b__image_swy_15d_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-45.png"></p>
</li>
<li class="li">
<strong class="ph b">SLA target breaches by day of week:</strong> A bar chart showing the
average percentage of SLA breaches that happened each day of the
week.<p class="p"><img alt="SLA target breaches by day of week report" class="image img-screenshot" id="topic_shv_zdj_z3b__image_kzn_d5d_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-46.png"></p>
</li>
<li class="li">
<strong class="ph b">Achieved and breached SLA targets by metric:</strong> The percentage of
time that each SLA target was achieved or breached.<p class="p"><img alt="Achieved and breached SLA targets by metric report" class="image img-screenshot" id="topic_shv_zdj_z3b__image_cbj_gsj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-24.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">SLA target achievement rate by month (12 months):</strong> The percentage
of instances per month where SLA targets where achieved. This report is
excluded from the tab's time filter.<p class="p"><img alt="SLA target achievement rate by month report" class="image img-screenshot" id="topic_shv_zdj_z3b__image_kj4_dsj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-23.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title27" class="topic nested2" id="topic_lbp_jdx_kxb">
<h3 class="title topictitle3" id="ariaid-title27">Group SLAs tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Group SLAs</strong> tab helps you measure your results against group SLAs you
configured. You can filter the reports by time, group SLA policy, group SLA
metric, group, brand, form, priority, and requester organization.</p>
<p class="p">On this tab, the time filter is based on the group SLA update date, unless
otherwise noted in the report descriptions below.</p>
<div class="p">
<div class="note note" id="topic_lbp_jdx_kxb__note_mbp_jdx_kxb">
<span class="notetitle">Note:</span> When no data filters are selected, the group SLA
metrics include data for deleted tickets. This happens because historic data
isn't changed for group SLA metrics and events. When any data filters are
applied, however, data for deleted tickets is excluded because the applied
data filter attributes and values don't exist for deleted tickets.</div>
</div>
<p class="p"><strong class="ph b">To open the Group SLAs dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_lbp_jdx_kxb__ol_nbp_jdx_kxb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_lbp_jdx_kxb__image_obp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard.</li>
<li class="li">Click the <strong class="ph b">Group SLAs </strong>tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title28" class="topic nested3" id="topic_pbp_jdx_kxb">
<h4 class="title topictitle4" id="ariaid-title28">Group SLAs tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_pbp_jdx_kxb__ul_qbp_jdx_kxb">
<li class="li">
<strong class="ph b">Achievement rate:</strong> The percentage of tickets that met the group
SLA from the total number of SLA tickets.</li>
<li class="li">
<strong class="ph b">Breached tickets:</strong> The number of tickets that have at least one
group SLA target breach.</li>
<li class="li">
<strong class="ph b">Achieved tickets:</strong> The number of tickets that did not have a group
SLA target breach.</li>
<li class="li">
<strong class="ph b">Active tickets:</strong> The number of tickets with an active group SLA
policy.</li>
<li class="li">
<strong class="ph b">Breached tickets:</strong> The number of active tickets with at least one
group SLA target breach.</li>
</ul>
<p class="p"><img alt="Support group SLA headline metrics (kpis)" class="image img-screenshot" id="topic_pbp_jdx_kxb__image_rbp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_sla_dashboard_kpis.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title29" class="topic nested3" id="topic_sbp_jdx_kxb">
<h4 class="title topictitle4" id="ariaid-title29">Group SLAs tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_sbp_jdx_kxb__ul_tbp_jdx_kxb">
<li class="li">
<strong class="ph b">Group SLA: Achieved vs breached completed Group SLA policies by
date:</strong> Shows the number of tickets that breached or achieved your
group SLA targets over the date range you chose.<p class="p"><img alt="Achieved vs breached completed group SLA policies by date report" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_ubp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_groups_slas_dashboard_1.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Group SLA: Achieved and breached completed Group SLA policies by
selected attribute (top 10 breached):</strong> A stacked bar chart
showing the percentage of tickets that achieved, or breached a group SLA
policy for the attribute you select. You can select from ticket brand,
channel, form, or group. Additionally, you can select the group SLA
policy name.<p class="p"><img alt="Achieved and breached completed group SLA policies by selected attribute (top 10 breached)" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_vbp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_slas_dashboard_2.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Group SLA target breaches per hour:</strong> A chart showing the average
percentage of breaches that happened each hour over a 24 hour
period.<p class="p"><img alt="Group SLA target breaches by hour report" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_wbp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_slas_dashboard_3.png"></p>
</li>
<li class="li">
<strong class="ph b">Group SLA target breaches by day of week:</strong> A bar chart showing the
average percentage of group SLA breaches that happened each day of the
week.<p class="p"><img alt="Group SLA target breaches by day of week report" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_xbp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_slas_dashboard_4.png"></p>
</li>
<li class="li">
<strong class="ph b">Group SLAs: Achieved and breached Group SLA targets by metric:</strong>
The percentage of time that each group SLA target was achieved or
breached.<p class="p"><img alt="Achieved and breached group SLA targets by metric report" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_ybp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_slas_dashboard_5.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Group SLAs: Group SLA target achievement rate by month (12
months):</strong> The percentage of instances per month where group SLA
targets where achieved. This report is excluded from the tab's time
filter.<p class="p"><img alt="Group SLA target achievement rate by month report" class="image img-screenshot" id="topic_sbp_jdx_kxb__image_zbp_jdx_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_group_slas_dashboard_6.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
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