SupportCenter Plus

    Adding Widgets to Dashboard

     

    There are over 40 widgets that are grouped under specific headings such as Business Units, Requests, Account and Contact, Contracts, Solutions and Others. The purpose of each widget is explained in this document.

     



     

    Business Unit Widgets

     

    The Business Unit widgets display the result for all the configured Business Units in the application.

    • Pending Requests by Status - All Business Units:
      Lists the number of unresolved requests under the status Open, Onhold and Overdue, across all the configured Business Units.

    • Pending Requests by Support Reps - All Business Units:
      Lists the number of requests assigned to Support Reps that remain unresolved, across all the configured Business Units.

    • SLA compliance by Business Unit:
      Bar diagram depicting the number of requests within the SLA time and the number of overdue requests across all the Business Units.

    • Inbound Requests by Business Unit:
      Pie chart depicting the number of requests fetched across all the configured Business Unit.

    • Contracts expiry summary across all Business Unit:
      Lists the number of contracts due to expire for that day, the next 7 days and the next 30 days across all the configured Business Units.

    • Announcements - All Business Units:
      This widget holds the current three announcements across all the configured Business Units.

    • Requests approaching SLA Violation:
      Lists the first ten requests across all the Business Units that are approaching SLA violation along with the time frame.

    • Requests approaching SLA Violation (First Response):
      Lists the first ten requests across all the configured Business Units that are approaching first response time SLA violation.

       

    Request Widgets

    • Pending Requests by Support Rep:
      Lists the number of requests assigned to the Support Reps that remain unresolved.

    • Pending Requests by Account:
      Lists the number of unresolved requests under each account.

    • SLA Resolution Time compliance by Support Rep:
      Bar diagram depicting the number of requests within the specified SLA resolution time and the number of overdue requests that are assigned to the support reps.  

    • SLA Resolution Time compliance by Level:
      The number of requests within the specified SLA resolution time and the number of overdue requests with level as a parameter.  

    • SLA Resolution Time compliance by Priority:
      The number of requests within the specified SLA resolution time and the number of overdue requests with priority as a parameter.

    • SLA Resolution Time compliance by Category:
      The number of requests within the specified SLA resolution time and the number of overdue requests with category as a parameter.

    • SLA Response Time compliance by Support Rep:
      The number of requests within the specified SLA response time and the number of overdue requests assigned to the support reps.

    • SLA Response Time compliance by Level:
      The number of requests within the specified SLA response time and the number of overdue requests with level as a parameter.

    • SLA Response Time compliance by Priority:
      The number of requests within the specified SLA response time and the number of overdue requests with priority as a parameter.

    • SLA Response Time compliance by Category:
      The number of requests within the specified SLA response time and the number of overdue requests with category as a parameter.

    • Request Summary:
      Lists the number of requests that are overdue, the number of requests due for that day and the number of unresolved requests.

    • Inbound, Due, Completed Requests:
      Line graph showing the inbound, overdue and completed requests.

    • Requests By Mode:
      Pie chart depicting the number of requests in the various modes configured in the application.

    • Requests By Support Rep:
      Pie chart depicting the number of requests assigned to the support reps.

    • Requests By Level:
      Pie chart depicting the number of requests in the levels configured in the application.

    • Requests By Priority:
      Pie chart depicting the number of requests in the various priority configured in the application.

    • Request By Category:
      Pie chart depicting the number of requests in assigned to the categories configured in the application.

    • Average Resolution Time compliance by Support Rep:
      Bar diagram depicting the average resolution time taken by Support Reps to close a request.

    • Average Resolution Time compliance by Level:
      Bar diagram depicting the average resolution time taken to close request based on level.

    • Average Resolution Time compliance by Priority:
      Bar diagram depicting the average resolution time taken to close requests based on priority.

    • Average Resolution Time compliance by Category:
      Bar diagram depicting the average resolution time taken to close a request based on category.

    • Requests Assigned Contracts Vs Requests Not-Assigned Contracts:
      Pie chart depicting the number of requests assigned to a contract and the number of requests that are not assigned to a contract.

    • Requests Assigned Products Vs Requests Not-Assigned Products:
      Pie chart depicting the number of requests assigned to a product and the number of requests that are not assigned to a product.

     

    Account and Contact Widgets

    • Accounts and Contacts Summary:
      This widget shows the number of Accounts added in the last 30 days, the number of contacts added in the last 30 days and the number of contacts without an account.

    • Top Ten accounts with maximum number of products:
      Pie chart depicting the top ten accounts with maximum number of products.

    • Top Ten accounts with maximum number of requests:
      Pie chart depicting the top ten accounts with maximum number of requests.   

    • Accounts By Time Zone:
      Pie chart depicting the number of accounts under each time zone.

    • Accounts By Industry:
      Pie chart depicting the number of accounts under each industry.

    • Top Ten contacts with maximum number of requests:
      Pie chart depicting the top ten contacts with maximum number of requests.

    • Contact Pending Approvals:
      Lists the number of contacts that have registered for SupportCenter Plus through the customer portal (Registered Contacts) and the number of contacts who have raised requests in the application but their data is unavailable in the database (Unapproved Contacts).
       

     

    Contract Widgets

    • Contract Expiry Summary:
      Lists the number of contracts that has expired in the last 30 days, the number of contracts expiring in the next 7 days and the number of contracts expiring in the next 30 days.

    • Contract Creation Summary:
      Lists the number of contracts created in the last 7 days, the number of contracts created in the last 30 days and the number of contracts created in the last 3 months.

     

    Solution Widgets

    • Solutions waiting for approval:
      Lists the recent five solutions waiting to be approved. Clicking on Show All takes you to the Approval Pending Solutions list view page.

    • Recent Solutions:
      Lists the recent five solutions added in the application. Clicking on Show All takes you to the Recent Solutions list view page.

     

    Other Widgets

    • Announcement:
      Lists the recent five announcements from the selected Business Units. Clicking on Show all takes you to the currently showing announcement list view page.

    • All Tasks:
      Lists the recent six tasks created in a Business Unit.

    • Custom Widgets:
      As the name suggests, this widget can be customized to display any plain text, video or any output that requires an html snippet.   

     

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