Real time Support volume report
I am trying to created a dashboard to share with internal teams that will easily show our current oldest unassigned ticket. So our teams can see where we are on response times.
I am not having any luck. Anyone have some tips on how to create that?
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Hi Brighton,
You can create a dashboard in Explore with live widgets to see the count of tickets (Messaging or Chat conversations) that are waiting to be picked up by agents, but the live data is only available for the Messaging and Chat channels. For Email tickets, there is currently no option to report on unanswered or unassigned requests in real time. You may build a report on Unreplied/Unassigned tickets or Unreplied/Unassigned unsolved tickets and their ticket age using the Tickets dataset, but the data does not sync in real time (sync occurs every 1 to 2 hours).
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