Danny Phillips

Completely agree! I'll take it further, as the VP over my team, I would like to be able to see team, individual agent, and ticket statistics in real time without having to run a report or go count tickets manually. Or, let's say I have an escalation policy to make contact on bad survey tickets for my team. If I could see all bad survey tickets for my team, not just myself, be able to click that number and pull up a list of all bad survey tickets, it would save an enormous amount of time over a calendar year. The point of a home dashboard is to give you a snapshot of relevant information to inform of trends or problems. This dashboard is very lacking.