The Workspace Flashboard can be customized to include specific
charts or metrics. To customize the Flashboard, select Customize in the
Flashboard window. A
new window opens with a list of metrics that can be included or excluded
by selecting the corresponding checkboxes. The
Received vs. Closed charts are displayed as bar charts; the Active Issue
charts allow you to choose between bar or pie chart format. In
addition, you can display charts for up to four custom Workspace fields
that have been defined as drop-down display fields.
Defining Graphical Flashboard Information
Received vs. Closed graphical information is displayed
as bar charts. To
include the charts in the Flashboard, select from one or more of the following
by clicking the box in the Show
column:
Received
vs Closed last 12 hours—A
bar chart of Issues received vs. Issues closed over the last 12 hours
broken down by hour.
Received
vs Closed last 24 hours—A
bar chart of Issues received vs. Issues closed over the last 24 hours
broken down by hour.
Received
vs Closed this week—A
bar chart of Issues received vs. Issues closed over the last week broken
down by day.
Received
vs Closed last week—A
bar chart of Issues received vs. Issues closed during the previous week
broken down by day.
Received
vs Closed this month by week—A
bar chart of Issues received vs. Issues closed over the last week broken
down by week.
Received
vs Closed last month by week—A
bar chart of Issues received vs. Issues closed during the previous month
broken down by week.
Active Issue
information can be displayed as either bar or pie charts by selecting
either pie or bar from the drop-down selection box in the Style
column. Select
one or more of the following to display in the Flashboard by clicking
the box in the Show
column:
Active
Issues by Status—A
bar or pie chart that shows number
of active Issues in the Workspace broken down by status.
Active
Issues by Agent—A
bar or pie chart that shows number of active Issues broken down by Agent
assigned.
Active
Issues by Team—A
bar or pie chart that shows number of active Issues broken down by Team
assigned.
Active
Issues by Custom Field—A
bar or pie chart that shows number of active Issues broken down by any
drop-down field (Problem
Type, Department,
etc.) Up
to four fields can be selected.
Concurrent
License Usage—A
pie chart that shows the number of licenses that are in use and free.
Defining Statistical Flashboard Information
Statistical Flashboard information is displayed in scoreboards.
The following
statistics can be displayed in the Workspace Flashboard:
Received
Today Statistics—Check
the box in the Show
column next to the statistics you want to include from the following list:
Total
Issues—Total
number of Issues received today.
Still
Active—Of
the Issues received today, the number that are still active.
1st
Call Resolution—Of
the Issues created by Agents today (i.e. received via phone), the percentage
that were resolved on first contact (i.e. created in the "Closed"
status).
Note
This statistic does not include Issues submitted by customers
via web or email, as by definition those Issues cannot be created as closed.
Average
Time to Close—Of
the Issues that were received and closed today, the average elapsed time it took for them to close.
Average
Time Spent—Of
this Issues received today, the average time spent on them by Agents (using
the Time Tracking feature).
Workspace
Statistics—Check
the box in the Show
column next to the statistics you want to include from the following list:
Active
Issues—Total
number of active Issues in the Workspace.
Requests—Total number
of Issues in the Request
status.
Average
Age of Active—The
average age of all active Issues in the Workspace.
Save
Current Window Size—If
checked, the current size of the Flashboard window is saved for the future.
When you have finished customizing your Workspace Flashboard,
you can save the changes just for this Flashboard display or as your default
settings: