Understanding the Contact Center resolution code dashboard

<body>
<p id="docs-hc-snippet" style="display: none;">This article outlines the key components of the Contact Center resolution code dashboard, detailing metrics related to contact resolutions and their categories.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">The Contact Center resolution code dashboard helps you analyze contact resolutions by showing the most used codes, spotlighting unusual usage, and categorizing codes. It provides a summary of metrics like average handle time and contacts handled by channel and network. Use this dashboard to track performance across communication channels and initiation methods, gaining insights into resolution trends and efficiency.</p>
</div>

<div class="body">

<p class="p" dir="ltr">This article outlines the key components of the Contact Center resolution code
dashboard, detailing metrics related to contact resolutions and their categories. </p>
<p class="p" dir="ltr">Use the dashboard to gain insights on the most used resolution codes, variances
in usage, and performance breakdowns across multiple communication channels and
methods.</p>
<p class="p" dir="ltr"><img class="image" id="rjs1__image_ukr_mpd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_res_1.png" width="500"></p>
<div class="p">This article covers the following key components of the resolution code dashboard:<ul class="ul" id="rjs1__ul_tyd_rqt_tgc">
<li class="li"><a class="xref" href="#topic_r4n_z1c_sgc">Category summary table</a></li>
<li class="li"><a class="xref" href="#topic_fxj_z1c_sgc">Code summary table</a></li>
<li class="li"><a class="xref" href="#topic_amf_z1c_sgc">Most used categories</a></li>
<li class="li"><a class="xref" href="#topic_qhz_y1c_sgc">Spotlight</a></li>
<li class="li"><a class="xref" href="#topic_wb5_y1c_sgc">Most Used</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_r4n_z1c_sgc">
<h2 class="title topictitle2" id="ariaid-title2">Category summary table</h2>
<div class="body">
<p class="p" dir="ltr">This table shows the summary of the following metrics:</p>
<p class="p" dir="ltr">Category</p>
<p class="p" dir="ltr">Category path</p>
<p class="p" dir="ltr">Contacts Handled by Channel</p>
<ul class="ul" id="topic_r4n_z1c_sgc__ul_kjr_fkh_pgc">
<li class="li" dir="ltr">Total</li>
<li class="li" dir="ltr">Voice</li>
<li class="li" dir="ltr">Chat</li>
</ul>
<p class="p" dir="ltr">Contacts Handled by Network</p>
<ul class="ul" id="topic_r4n_z1c_sgc__ul_ljr_fkh_pgc">
<li class="li" dir="ltr">Facebook</li>
<li class="li" dir="ltr">Twitter</li>
<li class="li" dir="ltr">Instagram</li>
<li class="li" dir="ltr">WhatsApp</li>
<li class="li" dir="ltr">WeChat</li>
<li class="li" dir="ltr">Email</li>
<li class="li" dir="ltr">SMS</li>
</ul>
<p class="p" dir="ltr">Contacts handled by initiation method</p>
<ul class="ul" id="topic_r4n_z1c_sgc__ul_mjr_fkh_pgc">
<li class="li" dir="ltr">Inbound</li>
<li class="li" dir="ltr">Outbound</li>
<li class="li" dir="ltr">Callback</li>
<li class="li" dir="ltr">Transfers</li>
</ul>
<p class="p" dir="ltr">Performance</p>
<ul class="ul" id="topic_r4n_z1c_sgc__ul_njr_fkh_pgc">
<li class="li" dir="ltr">Avg handle time</li>
<li class="li" dir="ltr">Avg interaction time</li>
<li class="li" dir="ltr">Avg hold duration</li>
<li class="li" dir="ltr">Avg ACW time</li>
<li class="li" dir="ltr">Avg queue duration</li>
<li class="li" dir="ltr">Longest queue duration</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fxj_z1c_sgc">
<h2 class="title topictitle2" id="ariaid-title3">Code summary table</h2>
<div class="body">
<p class="p" dir="ltr">This table shows the summary of the following metrics:</p>
<p class="p" dir="ltr">Resolution code</p>
<p class="p" dir="ltr">Category</p>
<p class="p" dir="ltr">Contacts handled by channel</p>
<ul class="ul" id="topic_fxj_z1c_sgc__ul_fjr_fkh_pgc">
<li class="li" dir="ltr">Total</li>
<li class="li" dir="ltr">Voice</li>
<li class="li" dir="ltr">Chat</li>
</ul>
<p class="p" dir="ltr">Contacts handled by network</p>
<ul class="ul" id="topic_fxj_z1c_sgc__ul_gjr_fkh_pgc">
<li class="li" dir="ltr">Facebook</li>
<li class="li" dir="ltr">Twitter</li>
<li class="li" dir="ltr">Instagram</li>
<li class="li" dir="ltr">WhatsApp</li>
<li class="li" dir="ltr">WeChat</li>
<li class="li" dir="ltr">Email</li>
<li class="li" dir="ltr">SMS</li>
</ul>
<p class="p" dir="ltr">Contacts handled by initiation method</p>
<ul class="ul" id="topic_fxj_z1c_sgc__ul_hjr_fkh_pgc">
<li class="li" dir="ltr">Inbound</li>
<li class="li" dir="ltr">Outbound</li>
<li class="li" dir="ltr">Callback</li>
<li class="li" dir="ltr">Transfers</li>
</ul>
<p class="p" dir="ltr">Performance</p>
<ul class="ul" id="topic_fxj_z1c_sgc__ul_ijr_fkh_pgc">
<li class="li" dir="ltr">Avg handle time</li>
<li class="li" dir="ltr">Avg interaction time</li>
<li class="li" dir="ltr">Avg hold duration</li>
<li class="li" dir="ltr">Avg ACW time</li>
<li class="li" dir="ltr">Avg queue duration</li>
<li class="li" dir="ltr">Longest queue duration</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_amf_z1c_sgc">
<h2 class="title topictitle2" id="ariaid-title4">Most used categories</h2>
<div class="body">
<p class="p" dir="ltr">‍This section displays up to ten of the most used categories for codes. You
can see a total for each category, and whether it has increased or decreased over
time.‍</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qhz_y1c_sgc">
<h2 class="title topictitle2" id="ariaid-title5">Spotlight</h2>
<div class="body">
<p class="p" dir="ltr">This section displays the top ten codes whose usage was different than
usual, with 1 being the minimum number of codes that can display in the list. Each
code displays a percentage of how much it has changed, and whether that change has
been an increase or a decrease.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_wb5_y1c_sgc">
<h2 class="title topictitle2" id="ariaid-title6">Most Used</h2>
<div class="body">
<p class="p" dir="ltr">Displays the most used resolution codes for the contact. It shows the total
number of handled contacts used for the merchant and the list of the most used
codes:</p>
<ul class="ul" id="topic_wb5_y1c_sgc__ul_bjr_fkh_pgc">
<li class="li" dir="ltr">Total number of handled contacts using each code</li>
<li class="li" dir="ltr">Percentage of total handled contacts with that resolution code</li>
<li class="li" dir="ltr">Recent percentage change‍</li>
</ul>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696160652058-Understanding-the-Contact-Center-resolution-code-dashboard",
"url": "https://support.zendesk.com/hc/en-us/articles/9696160652058-Understanding-the-Contact-Center-resolution-code-dashboard",
"headline": "Understanding the Contact Center resolution code dashboard",
"description": "You can use the resolution code dashboard to analyze contact resolution metrics, including usage patterns and performance across various communication channels and methods.",
"articleSection": "Using Contact Center",
"datePublished": "2025-09-09T20:19:50+00:00",
"dateModified": "2026-04-15T19:53:17.984556+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696160652058-Understanding-the-Contact-Center-resolution-code-dashboard"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>