The dashboard is the first thing you see when you log in and we’ve made it better than ever.
You told us that you needed a quick and simple way to get a sense of how support is doing. You told us your two most important metrics are the total number of issues submitted and the total number of issues closed. You wanted to quickly skim the latest incoming issues. And you wanted to be able to analyze everything by iOS, Android, and web/email.
We listened. Today, we’re pleased to introduce you to your new dashboard:
The right numbers
The new dashboard tracks the two primary data points that support teams are measured against – the total number of incoming and closed tickets.
In the coming weeks, we’ll also be adding the ability to view these metrics by today, the last 7 days, and the last 30 days, so you track how support is performing over time.
We’re also introducing the Issues Feed. It works just like a twitter feed, but instead of tweets, it shows you the latest incoming tickets. The issues tab has been optimized for agent efficiency with wait time sorting and Smart Views. However, sometimes you just want to get a pulse of what’s going on right now. That’s what the new Issues Feed is for.
Slicing and dicing
The entire dashboard can be filtered by platform or even a specific app. For example, you can quickly tell if there’s a spike in iOS issues and then skim the Issues Feed to see if there’s a trend.
We aren’t done
This is just the start. We’re pretty anal about data analysis at Helpshift. Good analysis relies on a solid baseline for comparison. The upcoming time filters will let you make comparisons day over day, week over week, and month over month. We’ll also be introducing the concept of active users soon. This will help you understand if spikes in the number of issues are related to a problem (a bad thing) versus more users using the app (a good thing).
Let us know what you think about the new dashboard!