Dashboard - Solution Center

Dashboard is the landing page for the Solution Center Module. It displays important updates and statistics related to support tickets and activities. The following is a set of information the user can get from widgets on the Solution Center Dashboard:

• Tickets by Stage: Displays the ticket statistics with respect to their stages i.e.; not read, in progress, and completed. By default, stage statistics displayed are for all departments and for the duration of the current week. The user can select a specific department or change the duration from this widget. Clicking on the bar graph will direct the user to a list of tickets in the particular stage.a

· Solution Center Performance: Graphically presents performance of the Solution Center department(s) and durations by displaying the following counts:

o Total Tickets

o Completed

o In Progress

o Not Read

Mouse over on the graphical representation will display a tool tip showing the percent of tickets completed. By default, the widget displays ticket statistics of all departments for one particular week. The user can select a specific department or change the duration from this widget. Clicking on the graph directs the user to the list of completed tickets.

· Open Tickets by Departments: This widget displays the department number of total open tickets and the percentage. By default, the widget displays statistics of the top three departments with the most number of open tickets; the rest are summed up in the ‘Others’ category.

· Tickets by Employee: Shows the statistics of completed, in progress, and not read tickets by employee(s). Clicking on the bar graph will direct the user to the list of tickets assigned to a particular employee(s). By default, the ticket statistics for all employees will be displayed.