Business Insights Standard Dashboard

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Overview

Want to see how your business is doing at a mere glance? With Desk.com's Business Insights Standard Dashboard, you get widgets that track key performance indicators across your customer service center. Use widgets to identify trends, monitor agent efficiency, and view case handling metrics.

Use the Business Insights Standard Dashboard and make solid business decisions based on real-time data.

Guesswork is for amateurs! You're a pro. You're using Desk.com. 

Prerequisites

Note:  Thinking about an upgrade? Business Plus users have access to the Business Insights Customizable Dashboard.



Steps

To view your Business Insights Dashboard:

  1. Go to 'Business Insights' in the left navigation panel.
 
  1. Click 'Overview Report' and select Dashboard.
 
  1. View important Business Insights reports in a dashboard view.
Business Insights Dashboard Report for Desk.com.
 

Dashboard Widgets

You can add up to 9 widgets to your dashboard. 


Cases by Filter

The top seven filters from the Agent. Configure and rank your filters in Admin > Cases > Filters.

Case Volume Today by Status

The distribution of active cases by the hour they came into the system (over the last six hours). Ideally, you want more active cases in the more recent hours, showing that cases are not active for too long.

Case Volume Today by Channel

The number of cases that have been opened in each Channel over the last 6 hours

Top Labels

The most popular Labels applied to cases over the last 24 hours

Top Macros

The most popular Macros applied to cases over the last 24 hours

Top Agents

The Agents with the highest number of resolved cases over the last 24 hours. There is a second column for the number of messages sent in the last 24 hours.


 

Average Time to First Response

Average Time of First Response to a case is shown by each hour over the last six hours. The y-axis is in minutes.



 

Standard Dashboards or Customizable Dashboards: What's the best fit for your Business?

Desk.com offers two Business Insights Dashboards, a Standard Dashboard available with our Pro Plan, or the Customizable Dashboard available with our Business Plus plan. Compare features and choose the plan that best suits your business!

Feature Comparison: Standard Versus Customizable Dashboards
  Standard  Customizable
Number of Available Widgets 9 16
Move, Add, and Delete Widgets   X
Configurable Labels   X
Custom Fields   X
Custom Macros   X
Messages Sent by Agent and Group   X
Filter Threshold   X
CSAT Widgets for Agents and Groups   X
Agents and Groups Widgets   X
CSAT Top-100 Widget   X

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