An Overview Of Fluent Support Dashboard

The Fluent Support Dashboard has five sections that provide a comprehensive report of your support tickets based on various categories. These are:

• Here Are A Few Tickets You May Want To Take A Look At
• Your Overview For Today
• Your Bookmarked Tickets
• Today’s Active Tickets By-Products
• Agent Performance (Today)

Once you have installed Fluent Support, your Fluent Support Dashboard will be shown below. To use this feature, you must fill in all the necessary information and click the Continue button.

After filling in all the information, your Fluent Support Dashboard will look like the screenshot below.

The sections of the Fluent Support Dashboard are briefly explained below –

Overall Ticket Activities

This “Here Are A Few Tickets You May Want To Take A Look At” section will give you a view of the overall statistics of all your ticket details.

• At the top, you will see a list of Active tickets to which you have previously replied, and if you haven’t replied to any tickets, a list of New tickets will be displayed.
• At the bottom, you will find ticket details that display the total number of tickets waiting for a reply along with their average and maximum wait times.

Today’s Overview

This “Your Overview For Today” section will give you an overview of your tickets for the current day.

• New Tickets: Displays the number of new tickets for you.
• Active Tickets: Shows the number of tickets you have already replied to.
• Closed Tickets: The number of tickets that you have closed.
• Responses: The number of replies you have given among all tickets.
• Interactions: The number of individual ticket interactions.
• Unassigned Tickets: The number of tickets that have not been assigned to any agent yet.
• The bottom of this section shows the total number of tickets waiting for a reply along with their average and maximum wait times.

Bookmarked Tickets

This “Your Bookmarked Tickets” section will display the tickets that have been bookmarked by the agent.

Active Tickets By Products

The ”Today’s Active Tickets by Products” section offers an overview of the tickets currently in the queue, organized and categorized according to the respective products they relate to.

Agent Performance

The “Agent Performance (Today)” section presents a comprehensive overview of an agent’s activities, including the number of tickets on their waiting list, the number of responses they have provided, and the number of tickets they have successfully closed.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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An Overview Of Dynamic Dashboard

Right now, the Dynamic dashboard has three functionalities and these are:

• Drag & Drop
• Settings
• Reset

Drag & Drop

With this Drag & Drop, all the sections & their categories of the General Dashboard can be draggable according to your requirements.

Settings

You’ll find the Settings icon in the top right corner of your Fluent Support Dashboard. This option allows you to customize your dashboard interface. Specifically, you can choose which sections to display and which to hide on your dashboard page.

Reset

You will also find the Reset button right next to the Settings icon. This allows you to undo all the changes that you have previously made.

This is how simple it is to customize your dashboard dynamically! You can also check out, our Dashboard Overview.
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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Reports

You will find the “Reports” option from the top-left menu on your Fluent Support’s Dashboard. This will display Five different sections of ticket statistics and reports. These are:

• Personal Reports
• Agents Reports
• Products Reports
• Business Boxes Reports
• Activity Reports

In each Report’s section except Activity Reports, you’ll find a Bar Chart displaying Overall Ticket Activity statistics.

And, the ‘Current Overall’ section under the ‘Agents Reports Summary’ tab displays all statistics on an hourly basis e.g., average waiting time, response rates, interactions, etc. It’s effective for managing a large number of daily tickets.

Personal Reports

This ‘Personal Reports’ section displays the ticket statistics and personal reports of each support agent. These reports are specific to the individual agent, who will be able to view their report here.

• In this section, you can view individual statistics for both Resolve Stats and Response Stats.
• You can use the date filter to view reports from a specific range. On the right side, you can view Overall ticket statistics and Today’s ticket statistics.
• At the bottom, you will see the summary of the agent’s performance individually.

Agents Reports

The ‘Agent Reports’ section shows the overall report of all the agents, and it is only accessible to the support agent or supervisor who has permission to view this page.

• In this section, you can review Ticket Stats, Resolve Stats, and Response Stats
• You can use the All Agent filter to select the individual agent’s statistics you want to view
• Additionally, you can utilize the Date filter to view ticket statistics for a specific period
• On the right side, you’ll see a Quick Stats report that displays the total ticket statistics for the Support Agent, and a Today Stats report that presents the overall ticket statistics for the current day.

Agents Report Summary

At the bottom, you will find a summary of each agent’s performance. Also, you can utilize the Date filter to view statistics for a specific period here as well.

There, you will find the Settings options as well. Use this to select the agent/agents whose summary report/s you want to display.

To Export your data, can download the agents’ summary reports by clicking on the Download Icon located at the right corner of the Agents Reports Summary tab.

You will have the option to choose specific data for export. If no column is selected, all data will be exported.

Product Reports

The ’Product Reports’ section shows the overall report of all the ticket statistics and summaries based on products.

• In this section, you can review Ticket Stats, Resolve Stats, and Response Stats
• You can use the All Product filter to select specific product ticket statistics you want to display
• Also, you can utilize the Date filter to view ticket statistics for a specific period
• On the right side, you’ll see a Quick Stats report that displays the total ticket statistics for the Support Agent, and a Today Stats report that presents the overall ticket statistics for the current day.
• The Product Summary section offers individual ticket reports for each product.

Business Boxes Reports

The ‘Business Boxes Reports’ section shows the overall report of all the ticket statistics and summaries based on Business Boxes’ tickets.

• In this section, you can review Ticket Stats, Resolve Stats, and Response Stats
• You can use the All Business Box filter to select the desired business box statistics you want to view
• Additionally, you can utilize the Date filter to view ticket statistics for a specific period.
• On the right side, you’ll see a Quick Stats report that displays the total ticket statistics for the Support Agent, and a Today Stats report that presents the overall ticket statistics for the current day.
• The Business Box Summary section offers detailed reports for each business mailbox

Activity Reports

The ‘Activity Reports’ section shows the overall report of all the ticket statistics and summaries using a calendar graph based on customers’ and agents’ activities.

• In this section, you can review All Tickets, Agent Response, and Customer Response Stats
• You can utilize the Date filter to view ticket activity trends statistics for a specific period.
• Here, fewer activities are represented by light colors, while more activities are represented by dark colors.
• On the right side, you’ll see a Quick Stats report that displays the total ticket activity statistics for the Support Agents or Customers based on what stats you chose to see, and a Today Stats report that presents the overall ticket statistics for the current day.
• Additionally, inside Agent Response options, you can use the All Agent filter to select the individual agent’s statistics you want to view

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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An Overview of Activities

You will find the “Activities” option from the top-right menu on your dashboard. This will display a timeline of overall activities (who created, replied to, or closed any ticket) in your support portal.

• In this section, you can utilize the Date filter to view ticket statistics for a specific period.
• Also, you can use the All Support Stuff filter to select the individual agent’s ticket statistics you want to view.
• There, you will find a Refresh icon in the top right corner, use it to update ticket activity.

Also, whenever an agent assigns a ticket, it will be displayed in the overall activities.

Settings

In the “Activities” section, you will find another Settings icon next to the Refresh button.

• in this option, you can set the duration for automatically deleting activity logs.
• Also, you can Disable Activity Logs if you don’t want to track the activities of your support agents.
• Plus, you can select whether you want to open tickets on the existing page or a new tab.
• After making any changes, ensure you click on the Update Settings button. Otherwise, the changes won’t appear.

Pagination

In the “Activities” section, you will find another amazing feature for pagination, where you can select how many ticket activities you want to display per page. Right now you can show from 10 to 150 tickets activities in one page.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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