Current File : /home/vacivi36/www2]/suporte/include/i18n/en_US/help/tips/dashboard.dashboard.yaml
#
# This is popup help messages for the Staff Panel -> Dashboard -> Dashboard
#
# Fields:
# title - Shown in bold at the top of the popover window
# content - The body of the help popover
# links - List of links shows below the content
# title - Link title
# href - href of link (links starting with / are translated to the
# helpdesk installation path)
#
# The key names such as 'helpdesk_name' should not be translated as they
# must match the HTML #ids put into the page template.
#
---
ticket_activity:
title: Ticket Activity
content: >
Select a date range to cause both the graph and the table (cf. <span
class="doc-desc-title">Statistics</span>) below to focus on any
corresponding data for those dates. The graph below will always reflect a
broad overview of the whole system’s data (i.e., population). However, you
may navigate through the <span class="doc-desc-title">Statistics
</span> table below to focus on a narrower subject of interest (e.g.,
Department, Topics, or Staff). Additionally, you may export any data
currently displayed in the <span class="doc-desc-title">Statistics
</span> table.
report_timeframe:
title: Report timeframe
content: >
Choose a start date for the desired data sample using the date picker.
Then, choose the length of time from that date to
define the end date for your data sample.
statistics:
title: Statistics
content: >
Navigate to the subject of interest by clicking on the appropriate tab in
order to view the specific sample of data. Within the table, the circles
represent the size of the nominal data. Therefore, the larger the number in
a particular cell, the larger the adjacent circle will be.
opened:
title: Opened
content: >
Tickets that were originally opened having the Department or Help Topic
on the ticket, or the number of tickets an Agent has opened on behalf of a
User.
assigned:
title: Assigned
content: >
Tickets that have been assigned to either an Agent or a Team. The number
reflects tickets that are manually assigned to agents or teams, claimed
tickets, and tickets assigned from ticket filters/other auto-assignment rules.
overdue:
title: Overdue
content: >
Tickets that have been marked ‘Overdue’ by the system. Tickets are marked
Overdue when they have violated the SLA Plan to which they belonged, causing
them to have a status of ‘Open’ past their Due Date.
closed:
title: Closed
content: >
The number of Tickets that are currently in the Closed status.
reopened:
title: Reopened
content: >
The total number of times a ticket was Reopened. Tickets
are reopened whenever their status is changed from Closed to Open.
deleted:
title: Deleted
content: >
The amount of tickets that have been deleted.
service_time:
title: Service Time
content: >
Refers to the duration of time that begins at the opening of a ticket and ends
when the ticket is closed. The Service Time column measures the average Service
Time per ticket, in hours.
response_time:
title: Response Time
content: >
Shows an average response time by an Agent, in hours, to ticket correspondence.
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