You can not select more than 25 topics
Topics must start with a letter or number, can include dashes ('-') and can be up to 35 characters long.
91 lines
3.3 KiB
91 lines
3.3 KiB
#
|
|
# This is popup help messages for the Staff Panel -> Dashboard -> Dashboard
|
|
#
|
|
# Fields:
|
|
# title - Shown in bold at the top of the popover window
|
|
# content - The body of the help popover
|
|
# links - List of links shows below the content
|
|
# title - Link title
|
|
# href - href of link (links starting with / are translated to the
|
|
# helpdesk installation path)
|
|
#
|
|
# The key names such as 'helpdesk_name' should not be translated as they
|
|
# must match the HTML #ids put into the page template.
|
|
#
|
|
---
|
|
ticket_activity:
|
|
title: Ticket Activity
|
|
content: >
|
|
Select a date range to cause both the graph and the table (cf. <span
|
|
class="doc-desc-title">Statistics</span>) below to focus on any
|
|
corresponding data for those dates. The graph below will always reflect a
|
|
broad overview of the whole system’s data (i.e., population). However, you
|
|
may navigate through the <span class="doc-desc-title">Statistics
|
|
</span> table below to focus on a narrower subject of interest (e.g.,
|
|
Department, Topics, or Staff). Additionally, you may export any data
|
|
currently displayed in the <span class="doc-desc-title">Statistics
|
|
</span> table.
|
|
|
|
report_timeframe:
|
|
title: Report timeframe
|
|
content: >
|
|
Choose a start date for the desired data sample using the date picker.
|
|
Then, choose the length of time from that date to
|
|
define the end date for your data sample.
|
|
|
|
statistics:
|
|
title: Statistics
|
|
content: >
|
|
Navigate to the subject of interest by clicking on the appropriate tab in
|
|
order to view the specific sample of data. Within the table, the circles
|
|
represent the size of the nominal data. Therefore, the larger the number in
|
|
a particular cell, the larger the adjacent circle will be.
|
|
|
|
opened:
|
|
title: Opened
|
|
content: >
|
|
Tickets that were originally opened having the Department or Help Topic
|
|
on the ticket, or the number of tickets an Agent has opened on behalf of a
|
|
User.
|
|
|
|
assigned:
|
|
title: Assigned
|
|
content: >
|
|
Tickets that have been assigned to either an Agent or a Team. The number
|
|
reflects tickets that are manually assigned to agents or teams, claimed
|
|
tickets, and tickets assigned from ticket filters/other auto-assignment rules.
|
|
|
|
overdue:
|
|
title: Overdue
|
|
content: >
|
|
Tickets that have been marked ‘Overdue’ by the system. Tickets are marked
|
|
Overdue when they have violated the SLA Plan to which they belonged, causing
|
|
them to have a status of ‘Open’ past their Due Date.
|
|
|
|
closed:
|
|
title: Closed
|
|
content: >
|
|
The number of Tickets that are currently in the Closed status.
|
|
|
|
reopened:
|
|
title: Reopened
|
|
content: >
|
|
The total number of times a ticket was Reopened. Tickets
|
|
are reopened whenever their status is changed from Closed to Open.
|
|
|
|
deleted:
|
|
title: Deleted
|
|
content: >
|
|
The amount of tickets that have been deleted.
|
|
|
|
service_time:
|
|
title: Service Time
|
|
content: >
|
|
Refers to the duration of time that begins at the opening of a ticket and ends
|
|
when the ticket is closed. The Service Time column measures the average Service
|
|
Time per ticket, in hours.
|
|
|
|
response_time:
|
|
title: Response Time
|
|
content: >
|
|
Shows an average response time by an Agent, in hours, to ticket correspondence.
|