Using the ticket progress real-time dashboard

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<p id="docs-hc-snippet" style="display: none;">The ticket progress dashboard provides details on in-progress and recently completed tasks in your agent backlog. The dashboard helps you to monitor the team's current workflow, including assigned and recently resolved work items, to help supervisors understand the team's tickets across different statuses and channels created over the last 30 days. Additionally, this dashboard is useful to track incoming work if you don’t use omnichannel routing. This dashboard only reports on tickets created in the past 30 days.</p>
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<p id="docs-ai-summary-content">The ticket progress real-time dashboard helps you monitor your team's workflow by providing insights into ticket status, customer wait times, and ticket progress by brand and group. You can filter reports by various criteria, such as brand, group, and channel, to track in-progress and recently completed tasks, aiding in understanding ticket statuses and improving customer support operations.</p>
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<div class="body">

<p class="p" dir="ltr">The ticket progress dashboard provides details on in-progress and recently
completed tasks in your agent backlog. The dashboard helps you to monitor the team's
current workflow, including assigned and recently resolved work items, to help
supervisors understand the team's tickets across different statuses and channels created
over the last 30 days. Additionally, this dashboard is useful to track incoming work if
you don’t use omnichannel routing. This dashboard only reports on tickets created in the
past 30 days.</p>
<p class="p" dir="ltr">The reports can be filtered by brand, queue, group, channel type, channel,
ticket status, ticket assignee, ticket assigned, tags, ticket skills, SLA status, SLA
policy, satisfaction ratings, and creation since time.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can filter the ticket progress dashboard to include groups and brands even when
they have no active tickets. This helps you identify brands and groups with no
current work.</div>
</div>
<p class="p" dir="ltr">This dashboard contains the following tabs:</p>
<ul class="ul" id="real-time_ticket_progress__ul_shz_k4h_phc">
<li class="li" dir="ltr"><a class="xref" href="#topic_xpm_yqh_phc">Ticket status</a></li>
<li class="li"><a class="xref" href="#topic_ul5_yqh_phc">Customer wait times</a></li>
<li class="li"><a class="xref" href="#topic_pwz_yqh_phc">Ticket progress by brand</a></li>
<li class="li"><a class="xref" href="#topic_evf_zqh_phc">Ticket progress by group</a></li>
<li class="li"><a class="xref" href="real-time_ticket_progress.html">Using the ticket progress real-time dashboard</a></li>
<li class="li"><a class="xref" href="#topic_nhg_xr5_rjc">Customer satisfaction</a></li>
<li class="li"><a class="xref" href="#topic_qpw_fd4_bjc">Saving your dashboard filter selections</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xpm_yqh_phc">
<h2 class="title topictitle2" id="ariaid-title2">Ticket status</h2>
<div class="body">
<p class="p" dir="ltr">This tab gives you information about your email, messaging, voice ticket
status, and customer satisfaction (CSAT) ratings. The reports can be filtered by
brand, queue, group, channel type, channel, ticket status, ticket assignee, ticket
assigned, satisfaction ratings, and the time the ticket was created.</p>
<p class="p" dir="ltr"><img class="image" id="topic_xpm_yqh_phc__image_khl_rml_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtmzra-11.png" width="700"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_xpm_yqh_phc__ul_vhz_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">SLA status: </strong>Allows visibility into the number of tickets that
breached active SLA targets per channel. They are based on how much time is left
before the SLA is breached:<ul class="ul" id="topic_xpm_yqh_phc__ul_whz_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">SLA status (breached)</strong>: 0 minutes (the SLA has been
breached)</li>
<li class="li" dir="ltr">
<strong class="ph b">SLA status (near breaching)</strong>: Fewer than 15 minutes</li>
<li class="li" dir="ltr">
<strong class="ph b">Within SLA</strong>: Greater than 15 minutes</li>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">SLA status by channel: </strong>Shows current SLA badge status. The
color of the SLA badge tells you how much time is left before the SLA is
breached:<ul class="ul" id="topic_xpm_yqh_phc__ul_xhz_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Green</strong>: Greater than 15 minutes</li>
<li class="li" dir="ltr">
<strong class="ph b">Amber</strong>: Fewer than 15 minutes</li>
<li class="li" dir="ltr">
<strong class="ph b">Red</strong>: 0 minutes (the SLA has been breached)</li>
</ul>
<p class="p" dir="ltr">Read more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832852122-Viewing-and-understanding-SLA-targets" target="_blank">SLA statuses. </a> These metrics as
well as SLA filters will be available only if customers have configured an
SLA policy. </p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Email:</strong> Displays KPIs for your new, open, pending, on-hold,
solved, and closed email tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging:</strong> Displays KPIs for your new, open, pending, on-hold,
solved, and closed messaging tickets. These KPIs also report active and inactive
assigned conversations.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voice:</strong> Displays KPIs for your new, open, pending, on-hold,
solved, and closed voice tickets.</li>
<li class="li">
<strong class="ph b">Satisfaction distribution per channel</strong>: Displays the distribution of
received CSAT across all channels between:<ul class="ul" id="topic_xpm_yqh_phc__ul_u5s_x55_rjc">
<li class="li" dir="ltr">Good with comment</li>
<li class="li" dir="ltr">Good without comment</li>
<li class="li" dir="ltr">Bad with comment</li>
<li class="li" dir="ltr">Bad without comment</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by channel:</strong> Displays the percentage of good rated
tickets vs all tickets with ratings across all channels<div class="p">
<div class="note">
<span class="notetitle">Note:</span> CSAT metrics are only visible if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">customer satisfaction surveys</a>
are enabled in your account. </div>
</div>
<div class="p" dir="ltr">Zendesk automatically converts different rating scales to good
or bad using the following logic:<ul class="ul" id="topic_xpm_yqh_phc__ul_lm2_4v5_rjc">
<li class="li">1-2 scale: 1 = Bad, 2 = Good</li>
<li class="li">1-3 scale: 1-2 = Bad, 3 = Good</li>
<li class="li">1-5 scale: 1-3 = Bad, 4-5 = Good</li>
</ul>
</div>
</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_xpm_yqh_phc__ul_zhz_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Ticket status for email:</strong> Displays the number of new, open,
pending, on-hold, solved, and closed tickets for email, over a period of
time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket status for messaging:</strong> Displays the number of new, open,
pending, on-hold, solved, and closed tickets for messaging over a period of
time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket status for voice:</strong> Displays the number of new, open,
pending, on-hold, solved, and closed tickets for voice, over a period of
time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket status:</strong> Displays the number of new, open, pending,
on-hold, solved, and closed tickets for each of your channels, including social
channels and sub-channels.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets in progress:</strong> Displays information about all of your
new, open, on-hold, and pending tickets, including information such as the
ticket ID, assignee, brand, group, ticket skills channel, tags, and ticket
priority.</li>
</ul>
<p class="p" dir="ltr">You can drill into any of the recent history metrics to see the status of
tickets at that particular point in time alongside the current status of the ticket.
In this view, you can see how long the ticket stayed in a status as well as its
current status.</p>
<p class="p" dir="ltr">You can filter the reports by the last 15, 30, 60 minutes, since midnight
(meaning you can report on "today"), the last 2, 8, 24, and 48 hours, and the last
30 days.</p>
<p class="p" dir="ltr" id="topic_xpm_yqh_phc__p_ztd_cv3_phc"><img class="image" id="topic_xpm_yqh_phc__image_grm_xml_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtmzra-12.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ul5_yqh_phc">
<h2 class="title topictitle2" id="ariaid-title3">Customer wait times</h2>
<div class="body">
<p class="p" dir="ltr">This tab provides you with detailed information relating to customer wait
times. Supervisors can use this dashboard to gauge overall customer experience and
find potential opportunities for improvement. The reports can be filtered by brand,
queue, group, channel type, channel, ticket status, ticket assignee, tags, ticket
skills, messaging conversations, SLA status, SLA policy, satisfaction ratings, and
ticket creation time.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> The messaging conversation filter can be used to display active,
inactive, or both message types. This filter can be used for real-time data
only.</div>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_ul5_yqh_phc__image_hb2_bnl_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtmzra-13.png" width="700"></p>
<p class="p" dir="ltr">This tab contains the following reports for email, messaging, and
voice:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_ul5_yqh_phc__ul_d3z_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Avg. time to assignment</strong>: The average time between when a ticket
was created and the first time it was assigned to an agent.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. full resolution time</strong>: The average duration from when the
ticket was created to its latest resolution.</li>
<li class="li">
<strong class="ph b">Avg. agent engagement time</strong>: (Email and messaging only) The average time
agents are engaged with tickets. This is measured during the ticket's lifecycle
from the time the ticket is assigned to an agent until they are closed, counting
only the time that elapses while the agent reads and responds to the end user's
messages. The time end users spend reading and responding is excluded. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090#topic_nr3_ppk_3jc" target="_blank">Using predictive routing in
queues</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. agent first reply time</strong>: The average duration between when
a ticket was created and the first public agent reply on the ticket</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. requester wait time</strong>: The average time a ticket spends in
the New, Open, and On-hold statuses.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<p class="p" dir="ltr">You can drill into recent history point in time metrics to see the statuses
of the tickets at that particular time. In this view, you can see how long the
ticket stayed in a status as well as its current status.</p>
<ul class="ul" id="topic_ul5_yqh_phc__ul_e3z_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Avg. time to first assignment</strong>: The average time between when a
ticket was created and the first time it was assigned to an agent over the time
period you select.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. agent first reply and ringing time</strong>: The average duration
between when a ticket was created and the first public agent reply on the ticket
over the time period you select.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. requester wait and hold time</strong>: The average time a ticket
spent in the New, Open, and On-hold statuses over the time period you
select.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. full resolution time</strong>: The average duration from when the
ticket was created to its latest resolution over the time period you
select.</li>
<li class="li">
<strong class="ph b">Avg. agent engagement time</strong>: (Email and messaging only) The average time
agents spent engaging with tickets over the time period you select.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_pwz_yqh_phc">
<h2 class="title topictitle2" id="ariaid-title4">Ticket progress by brand</h2>
<div class="body">
<p class="p" dir="ltr">This tab provides information about your email, messaging, and voice
tickets, sorted by brand. Use this tab to compare your brands performance. The
reports can be filtered by brand, queue, ticket group, channel type, channel, ticket
status, ticket assignee, ticket assigned, tags, ticket skills, SLA status, SLA
policy, satisfaction ratings, and created since time.</p>
<p class="p" dir="ltr"><img class="image" id="topic_pwz_yqh_phc__image_uwl_2nl_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtmzra-14.png" width="700"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_pwz_yqh_phc__ul_h3z_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">SLA status by brand</strong>: Displays the SLA statuses of tickets by
brand to compare brand performance.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket status by brand</strong>: For each of your brands, displays the
brand name together with the number of new, open, pending, and on-hold
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel ticket status by brand</strong>: For each of your brands,
displays the channel and the number of new, open, pending, and on-hold
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging conversations by brand</strong>: For each of your brands,
displays the number of active and inactive assigned conversations.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_evf_zqh_phc">
<h2 class="title topictitle2" id="ariaid-title5">Ticket progress by group</h2>
<div class="body">
<p class="p" dir="ltr">This tab provides information about your email, messaging, and voice
tickets, sorted by group. Use this tab to compare your group's performance. The
reports can be filtered by brand, queue, ticket group, channel type, channel, ticket
status, ticket assignee, ticket assigned, tags, ticket skills, SLA status, SLA
policy, satisfaction ratings, and created since time.</p>
<p class="p" dir="ltr"><img class="image" id="topic_evf_zqh_phc__image_ep2_3nl_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtmzra-15.png" width="700"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_evf_zqh_phc__ul_k3z_k4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">SLA status by group</strong>: Displays ticket SLA statuses by group to
compare brand performance.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket status by group</strong>: For each of your groups, displays the
group name together with the number of new, open, pending, and on-hold
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel ticket status by group</strong>: For each of your groups,
displays the channel and the number of new, open, pending, and on-hold
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging conversations by group</strong>: For each of your groups,
displays the number of active and inactive assigned conversations.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_nhg_xr5_rjc">
<h2 class="title topictitle2" id="ariaid-title6">Customer satisfaction</h2>
<div class="body">
<p class="p" dir="ltr">This tab provides detailed information about your customer satisfaction
performance. The reports can be filtered by brand, queue, ticket group, channel
type, channel, ticket status, ticket assignee, ticket assigned, tags, ticket skills,
SLA status, SLA policy, satisfaction ratings, and created since time. The customer
satisfaction tab is only visible if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">customer satisfaction surveys</a> are turned on in your
account. </p>
<p class="p"><img class="image" id="topic_nhg_xr5_rjc__image_dqw_4s5_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_csat_zra_1.png" width="800"></p>
<p class="p">This tab contains the following reports:</p>
<p class="p"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_nhg_xr5_rjc__ul_ak4_ds5_rjc">
<li class="li">
<strong class="ph b">Satisfaction distribution per channel</strong>: Displays the distribution of
received CSAT across all channels between:<ul class="ul" id="topic_nhg_xr5_rjc__ul_pyp_dt5_rjc">
<li class="li" dir="ltr">Good with comment</li>
<li class="li" dir="ltr">Good without comment</li>
<li class="li" dir="ltr">Bad with comment</li>
<li class="li" dir="ltr">Bad without comment</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by channel</strong>: Displays the percentage of good rated
tickets vs all tickets with ratings across all channels</li>
<li class="li">
<strong class="ph b">Good tickets by channel</strong>: Displays good rated ticket counts (with or
without comment) across all channels</li>
<li class="li">
<strong class="ph b">Bad tickets by channel</strong>: Displays bad rated ticket counts (with or without
comment) across all channels</li>
<li class="li">
<strong class="ph b">Rated Tickets % by channel</strong>: Displays the distribution of received CSAT
across all channels between:<ul class="ul" id="topic_nhg_xr5_rjc__ul_gp2_mt5_rjc">
<li class="li" dir="ltr">Good with comment</li>
<li class="li" dir="ltr">Good without comment</li>
<li class="li" dir="ltr">Bad with comment</li>
<li class="li" dir="ltr">Bad without comment</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Channels</strong>: Displays good and bad rated satisfaction
tickets for each of your channels </p>
</li>
</ul>
<p class="p"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_nhg_xr5_rjc__ul_znc_fs5_rjc">
<li class="li">
<strong class="ph b">Satisfaction tickets for email (historical data)</strong>: Displays bad vs good
satisfaction scores ratings over the time period you selected for the email
channel </li>
<li class="li">
<strong class="ph b">Satisfaction tickets for messaging (historical data)</strong>: Displays bad vs
good satisfaction scores ratings over the time period you selected for the
messaging channel </li>
<li class="li">
<strong class="ph b">Satisfaction tickets for voice (historical data)</strong>: Displays bad vs good
satisfaction scores ratings over the time period you selected for the voice
channel</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_qpw_fd4_bjc">
<h2 class="title topictitle2" id="ariaid-title7">Saving your dashboard filter selections</h2>
<div class="body">
<p class="p">You can save dashboard filter selections so they persist when you reopen the
dashboard.</p>
<p class="p"><strong class="ph b">To save your dashboard filter selections</strong></p>
<ol class="ol" id="topic_qpw_fd4_bjc__ol_sqc_g24_bjc">
<li class="li">In any real-time monitoring dashboard, configure the filters as required.</li>
<li class="li">In your web browser, bookmark or copy the URL displayed for the dashboard.</li>
</ol>
<p class="p">Now, when you visit the URL you saved, the dashboard will open with the filters you
configured.</p>
</div>
</div>
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