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 Display the average time to first response for all requests in a period of time |
Overview
Your teams will spend the majority of their time working out of the queues you set up.
triage and prioritize issues for them. If you want your team to focus on requests that must be completed by next week,
Queues let you quickly view, triage and assign requests as they come in. They also provide high level information on an issue; usually a summary, status and customer name. Queues are normally sorted by a Service Level Agreement or goal for your team's service interactions.
Triage customer requests for your agents with queues
Queues help you organize issues displayed for your team and represent a to-do list based on priority or pending service level agreements (SLAs).
Queues help you automatically triage issues, organize the way issues appear to your team, and highlight the issues your team should work on first based on your SLAs.
align with the way your teams triage and work on customer requests.
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Overview
Queues are where the service desk team will spend most of their time, where the requests are triaged and prioritized. Queues also provide key information on issues, like the summary, status, customer, and very important, times. Times (spent, to first response, etc.) make us keep the focus, so SLAs are not breached.
This gadget displays a specific queue with all the important information for each request. Visualize a queue helps to align your team’s goals and acts as a to do list.
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Configuration
Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:
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