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User Communication Channels
Desk360 Platform Navigation
Desk360 Mobile SDK
DESK360 MOBILE CHAT SDK
DESK360 API (beta)
Dashboard
After logging in with your user information from the login page, the first page you are directed to will be the Dashboard. On this page, you can access daily tickets and chats categorically and analyze the number of tickets and chats, and drill down into details.
Tickets
After selecting the product you want to review its ticket data, the data groups you will see will be as follows:
Title
Description
Unresolved
Total number of unresolved tickets received in this month. This category includes tickets that have not yet been resolved, as well as pending and reopened tickets.
Resolved
Total number of tickets resolved today.
Today Unresolved
Number of unresolved tickets for the day.
Waiting
Total number of tickets put on hold during the day.
Reopened
The total number of tickets generated by the user replying to a resolved ticket within the day.
Trends
A real-time graph that compares the volume of support requests received with the volume of the previous day on an hourly basis to show the current trend.
Today Source Chart
A channel-based chart showing the number of support requests received in real-time.
Users
A real-time graph that shows customer representative performance.
Mobile App Stores
A real-time graph showing the number of support requests coming from the App Store and Google Play Store.
Apps
A real-time graph showing the number of support requests coming from iOS and Android devices.
Countries
A real-time graph of the geographic distribution of support requests.
Reasons Reports
A real-time graph showing the number of support requests that were resolved, as well as the topic distribution of the resolved support requests.
Live Support
After selecting the product you want to review its chat data, the data groups you will see will be as follows:
- Active Chats: This data indicates the total number of open conversations that are closed or need to be answered, and it is updated in real-time on the control panel.
- Chats in Queue: This data indicates the total number of conversations awaiting assignment on the control panel and is updated in real-time.
- Agents Online: This data indicates the total number of users who are online and is updated in real-time on the control panel.
- First Response Time: This data shows the average number of minutes agents take to respond to chat conversations. Updated every 30 minutes.
- Archive to Active: This data shows the total WhatsApp conversations that have been moved from the archive to the active state. Updated every 30 minutes.
- Average Resolved Time: This data shows the average number of minutes that agents spend resolving chat conversations. Updated in every 30 minutes.
- Resolved Chats: This data indicates the total number of resolved chat conversations. Updated every 30 minutes.
- Average Wait Time: This data shows how many minutes have passed from the moment the chat conversations enter the system until an action is taken. Updated every 30 minutes.
Source Chart
This graph shows the channel breakdown of all of the chat conversations that took place during the day. Updated every 30 minutes.
Reason Reports
This graph displays the topic breakdown of resolved chat conversations. Updated every 30 minutes.
Chats by Statuses
This graph displays each agent’s Assigned, Resolved, and Reopened statuses. Updated every 30 minutes.
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