This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track Overdue Tickets by Priority using Databox, follow these steps:
The Hours Tracked by Company metric shows the total number of hours logged by all agents in your company for a specific time period, indicating the overall productivity and workload of your team.
Non-billable hours metric is a measure of the time spent by employees on non-billable activities such as training, meetings, admin work, etc. It helps organizations track productivity and efficiency.
Non-Billable Tracked by Ticket is a metric used by Freshdesk to measure time spent by agents on activities that are not billable to clients/customers, such as internal consultations or training.
The Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
Open Tickets by Association Type metric in Freshdesk reflects the number of tickets that are currently unresolved and categorized by the type of association - Agent, Group, or Product.
The Closed Tickets by Type metric provides the number of tickets of each type that have been resolved or closed within a given time frame, allowing for easy monitoring of ticket trends and response times.
The Overdue Tickets by Association Type metric displays the number of tickets that are past their due date, organized by the type of association with your organization (e.g. company, contact, agent).
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.