Request Overview

Suggest Edits

This section highlights specific actionable intelligence related to requests.

📘

This page does not have any analytics for tickets created in Thena.

Filters

Request Created On:

  • This mandatory filter supports intervals: Daily, Weekly (Coming Soon), Monthly (Coming Soon), and dynamic date ranges (From 1 week to 1 year).
  • Prefixed Filters: Customer Name, Account Owner, Assignee, Urgency (AI Generated), Status
  • Additional Filters Supported: Sentiment, AI Tags, Solution Engineer, and your Custom Tags

Note: All dashboard elements depend on the request created on filter. If a request was created outside of this filter, it won't be displayed in the dashboard (along with its properties). For instance, if the user selects the "Request Created On" interval as Daily, with the date range set to 4 weeks starting from July 28, the dashboard will only show requests created between July 1 and July 28. If a request was detected on June 28 but re-opened on July 15, it won't appear in the current Request Overview board.

Summary Cards

Note Any request converted to a ticket will not be included here

  • Created Requests: Displays the number of requests created during the selected time period.
  • Unresolved Requests: Shows the number of requests that remained unresolved (including Unassigned, In Progress, On Hold) during the selected time period.
  • Closed Requests: Indicates the number of requests that were closed within the chosen time frame. Re-opened requests won't be counted among closed requests.
  • Escalated Requests: Depicts the number of requests escalated during the chosen time period. Even if an escalated request is no longer in an escalated state, it will still be counted as an escalated request if the escalation occurred within the selected time period.
  • One Touch Resolution: Represents the number of requests that went from Unassigned to Closed with only one vendor response.
  • Median First Response Time: Shows the median of the first response time for all requests within the selected date range.

Dashboard Cards

Each dashboard card offers the following options:

  • View in Full Screen
  • Print Chart
  • Download PNG Image
  • Download JPEG Image
  • Download PDF Document
  • Download SVG Vector Image
  • Download CSV
  • Download XLS
  • View Data Table

Requests per Customer

This stacked bar chart illustrates the total number of requests created per customer over a selected duration. The top 9 customers are displayed, along with a cumulative 'Others' section that highlights the contribution of other customers to the overall number of requests.

Status of Requests Created within Selected Interval

This stacked bar chart showcases the total number of open versus closed requests that were created over a selected interval (Daily / Weekly/ Monthly).

Note When filtering 'Daily' over a week, bars represent requests created each interval. Colors represent the open v/s closed statuses for the requests created on that interval.

Status of Open Requests Created within Selected Interval

This stacked bar chart displays the total number of open requests in each of the three statuses: Unassigned, In Progress, On Hold that were created within the selected Request Created on Interval selected by the user.

Note When filtering 'Daily' over a week, bars represent open requests created each interval. Colors represent the unassigned/on hold/in progress status of the open requests that were created on that interval.

Time to Request Resolution (24*7)

This pie chart highlights the proportion of closed requests that were resolved within the following intervals:

  • 0-4 hrs
  • 4-12 hrs
  • 12-24 hrs
  • 1-7 days
  • 8-30 days
  • More than 30 days
    These intervals are calculated in calendar days.

📘

Re-opened requests are not considered in Time to Request Resolution.

Number of Vendor Replies per Closed Request

This bar chart emphasizes the proportion of Number of Vendor Replies per closed request within the following intervals:

  • No replies
  • 1 reply
  • 2-4 replies
  • 4-8 replies
  • More than 8 replies

👍

For First Response Times, you have the option to see requests created within working hours, and requests created outside of working hours.

Requests Created Within Working Hours

Requests Created Outside Working Hours

First Response Time (Working Hours)

This bar chart highlights the proportion of first response times per request within the following intervals:

  • No replies
  • 0-1 hrs
  • 1-8 hrs
  • 8-24 hrs
  • More than 24 hrs
    Only working hours are considered for this analysis. An error message is displayed if working hours are not configured.

📘

Only requests that were created within the working hours are considered for First Response Time (Working Hours)

First Response Time (24*7)

This bar chart highlights the proportion of first response times per request within the following intervals:

  • No replies
  • 0-1 hrs
  • 1-8 hrs
  • 8-24 hrs
  • More than 24 hrs
    These intervals are calculated in calendar days.

📘

Includes requests created within business hours, and requests created outside of business hours.

Median First Response Time & Requests Created Over Time

This visualization displays the median first response time and the requests created on two different y-axes for the selected duration. It helps you observe how your first response time changes with the number of requests created during a chosen interval.

📘

First response time will be 0 for any requests that were raised and answered outside of working hours.

Reopened Requests vs. Requests Created Over Time

For the chosen interval, this visualization plots the number of reopened requests per time interval against the requests created over the relevant interval. Note that this display utilizes two y-axes (Number of Created Requests and Number of Reopened Requests).

Escalated Requests vs. Requests Created Over Time

This visualization plots the number of escalated requests per time interval against the requests created over the relevant interval for the selected duration. Similar to the previous display, this visualization employs two y-axes.

📘

If a request was created on Aug 17 and escalated on Aug 21, it will show as an escalation on Aug 17 itself.

Average CSAT

This stacked bar chart shows the number of requests per interval, with each stack representing the relevant CSAT rating (5 points by default). For customers who have selected a 2-point CSAT, a Thumbs Up is considered as 5 points, and a Thumbs Down is treated as 1 point.

What's Coming Next:

  • Date
    • Ability to change the interval from Daily to Weekly/Monthly.
    • Ability to pick specific dates.
  • Request Source: Differentiation between requests from Email, Slack, Web, and Teams.
  • Tags
    • Overview of heavily used and less used tags.
    • Wordcloud of Commonly used AI tags
  • Request Age per Customer: Identifying customers with the longest open requests.
  • CSAT
    • Separate display of 2-point CSAT (currently plotted on a 5-point scale).
  • UI Changes
    • Show selected rows in the filter on top, followed by the rest of the options.
    • Accessing relevant requests in Kanban using Hover state in a visualization.
    • Creating custom views based on custom filters (and sharing them with your team).
  • Internal Helpdesk Analytics
    • This will be included in a future state.

Updated 23 days ago