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Home Page of Agent Portal

Updated on : August 30, 2022

The home page provides information about the tickets assigned to the user, stats of the user, and customer satisfaction rating.

Customer satisfaction report

The customer satisfaction report (CSAT) helps you to track and analyze your customer’s satisfaction according to the service provided to them. It is an easy way to measure customer satisfaction exactly. The sentiment of customers is divided into three categories. For a 5-point rating scale, it is classified as mentioned below,

  • Positive – Rating Points (4,5)
  • Neutral – Rating (3)
  • Negative – Rating (1,2)


Customer Satisfaction Score (CSAT Score) is a key widget that gives out clear analytical data by counting on how satisfied or dissatisfied a customer is according to the service provided.

Note: A CSAT Score of 75% to 85% is considered good.

Formula: (CSAT Score = (Positive Rating * 100) / Total Responses)

Customer Satisfaction Widget
Customer Satisfaction Widget


Assigned Tickets

The assigned tickets section displays the statistics for the tickets assigned to each user with the tickets’ progress.

Assigned Tickets Widgets
Assigned Tickets Widgets

The statistics details are as follows:

MetricsDescription
PendingPending displays the count of tickets in which the user action is required.
On HoldOn hold displays the count of tickets in which the status category is held.
Resolution Due (overdue + today)Resolution due displays the count of tickets where the status category is pending, and resolution time is less than the current day.
Response Due (overdue + today)Resolution due displays the count of tickets where the status category is pending, and response time is less than the current day.

Ticket details

This section displays the details of tickets for each category.

Tickets Details
Tickets Details

The details displayed are as follows:

MetricsDescription
AssignedLists all the tickets that are assigned to the current user.
Response Due (overdue + today)Lists all the tickets that are assigned to the current user where the response time is less than the current day.
Resolution Due (overdue + today)Lists all the tickets that are assigned to the current user where the resolution time is less than the current day.
CreatedLists all the tickets that are created by the current user.
RequestedLists all the tickets that are requested by the current user.
ParticipatedLists all the tickets that the current user has participated in.
MentionedLists all the tickets that the current user has been @mentioned.
WatchingLists all the tickets that the current user is added as watcher.
CC’dLists all the tickets that the current user has been CC’d on.

There are also some filters in each category of ticket details.

Tickets Details Filters
Tickets Details Filters

MetricsDescription
PendingLists all the tickets in which the status category is pending.
HoldLists all the tickets in which the status category is held.
ClosedLists all the tickets in which the status category is closed.

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