In Indicators , it is possible to get an overview of open, resolved, canceled, and reopened tickets from agents and clients in the selected period. The Indicators are presented in a graphical format, structured top-down.

By default, there is an agent indicator panel and a client indicator panel. These views can be customized, edited, and new panels can be created.

How to access the Indicators

On the side menu, click on > Indicators .

A new tab will open with the agent's indicator panel. To view the charts, click on Load indicator .

💡Tip : To check the client indicator panel, customize your board or create new panels, click on Configure Panels and Filters , in the upper right corner of the screen.

How to configure your panels and filters

1 . Click on Configure Panels and Filters in the upper right corner of the Indicators screen.

2 . Select between Filters and indicators .

3 . For Indicators , choose between:

• Use an existing panel in the combo box from the top side menu;
• Create a new panel by clicking on the Add icon.

a) To edit the visibility of an existing panel, select it and click on the Edit icon.

b) When creating a new panel, choose whether it will be available for agents, clients, or specific teams.

In the combo box Add indicator , select the desired indicators (there are 77 options listed at the end of this article). Click on the chosen indicator, and a card with the information will be opened.

💡Tip : Remember to save your view after setting up your panel.

Done! Indicators configured.

Using the Indicators

When the indicator card is open, it will show two important pieces of information in the top right corner: filter options and the update interval in a set number of minutes.

Filters

To use a filter, it must be created in the Filters section in the left-hand side menu. Then it will appear in the indicator's combo box for selection. Filters allow for more detailed data specification and can be applied to all indicators.

Period

To define the indicator update period, enter the appropriate number of minutes. A timer will appear on the indicator, updating according to the set time.

In the top left corner, set the desired period to view the data: today, yesterday, specific day, last week, last month, etc.

💡Tip : When setting the period, the indicator will show data relevant to that specific period, regardless of any changes in ticket status during or after the selected period.

⚠️Attention : Indicators related to last week or last month consider the period from Monday to Sunday and from the first to the last day of the month, respectively.

Analyzing the Indicators

After setting up your dashboard, by clicking on Indicators in the Movidesk sidebar menu, the indicators will be displayed on the presentation screen. Each indicator has a Zoom icon to enlarge the view. Clicking it will open the tab with the enlarged chart according to the selected period.

You can click on the chart to view specific details of the tickets. The ticket listing will appear below the chart.

💡Tip: The summed percentages of the indicators do not always result in the total number of tickets. For example, a resolved ticket whose solution was accepted by the customer and was closed will appear in both the resolved tickets count and the closed tickets count. This happens because the resolution of a ticket does not necessarily coincide with its closure, depending on customer approval or the expiration period.

List of available indicators in Movidesk:

1. Main indicators: summary of the main ticket indicators.

2. Open, resolved, and reopened tickets in the period: number of tickets opened, resolved, or reopened during the period.

3. Pending tickets: unresolved tickets at the end of the period.

4. Pending tickets by due date: unresolved tickets at the end of the period grouped by due date status (not specified, due soon, due today, and overdue).

5. Pending tickets by type: unresolved tickets at the end of the period grouped by public or internal classification.

6. Pending tickets by service (full): unresolved tickets at the end of the period grouped by service.

7. Pending tickets by service (1st level): unresolved tickets at the end of the period grouped by the first level of service.

8. Pending tickets by service (2nd level): unresolved tickets at the end of the period grouped by the second level of service.

Pending tickets by service (3rd level): unresolved tickets at the end of the period grouped by the third level of service.

Pending tickets by status: unresolved tickets at the end of the period grouped by status.

Pending tickets by base status: unresolved tickets at the end of the period grouped by base status.

12. Pending tickets by teams: unresolved tickets at the end of the period grouped by the responsible team.

13. Pending tickets by responsible team - Listing: listing of pending tickets during the period by responsible team.

14. Pending tickets by responsible agent: unresolved tickets at the end of the period grouped by the agent responsible for handling.

15. Pending tickets by responsible agent - Listing: listing of pending tickets during the period by responsible agent.

16. Open tickets by type: total open tickets during the period by type (public or internal).

17. Open tickets by service (full): open tickets during the period grouped by service.

18. Open tickets by service (1st level): open tickets during the period grouped by the first level of the service.

19. Open tickets by service (2nd level): open tickets during the period grouped by the second level of the service.

20. Open tickets by service (3rd level): open tickets during the period grouped by the third level of the service.

21. Open tickets by status: pending tickets at the end of the period (for new, in progress, and on hold statuses) and the number of closed, resolved, and canceled tickets during the period.

22. Open tickets by base status: pending tickets at the end of the period (for new, in progress, and on hold statuses) and the number of closed, resolved, and canceled tickets during the period.

23. Open tickets by justification: pending tickets at the end of the period grouped by justification.

24. Tickets by Category: open tickets in the period grouped by category.

25. Tickets by Urgency: open tickets in the period grouped by urgency.

26. Tickets by Client (Person): open tickets in the period grouped by client (person).

27. Tickets by Client (Organization): open tickets in the period grouped by client (organization).

28. Tickets by Responsible Team - Listing: listing of open tickets in the period by responsible team.

29. Tickets by Responsible Agent - Listing: listing of open tickets in the period by responsible agent.

30. TAG Cloud - Open Tickets: TAG cloud of open tickets in the period.

31. TAG Cloud - Pending Tickets: TAG cloud of pending tickets in the period.

32. Resolution Indicator: indicator of resolution and acceptance of tickets by the client.

33. Resolution Indicator by Team: indicator of resolution and acceptance of tickets by the client grouped by team.

34. Resolution Indicator by Agent: indicator of resolution and acceptance of tickets by the client grouped by the agent who closed the ticket.

35. Resolution Indicator of Tickets by Due Date: indicator of tickets resolved in the period grouped by due date status (not informed, due soon, due today, and overdue).

36. Resolution Indicator of Tickets by Team and Due Date: indicator of tickets resolved in the period grouped by team and due date status (not informed, due soon, due today, and overdue).

37. Resolution Indicator of Tickets by Agent and Due Date: indicator of tickets resolved in the period grouped by agent and due date status (not informed, due soon, due today, and overdue).

38. Satisfaction Survey: overall result of the satisfaction survey.

39. Satisfaction Survey - By Team: result of the satisfaction survey by team of the agent who resolved the ticket.

40. Satisfaction Survey - By Agent: result of the satisfaction survey by the agent who resolved the ticket.

41. Tickets by Opening Channel: tickets opened in the period grouped by the opening channel.

42. Tickets by Received At: tickets opened in the period grouped by the email account in which they were received.

43. Tickets Resolved by Due Date - Bars: quality of tickets resolved on time, past due, and without a due date in the period.

44. Tickets Resolved by Due Date - Pie: quantity of tickets resolved on time, past due, and without a due date in the period.

45. Tickets Resolved by Team and Due Date: quantity of tickets resolved on time, past due, and without a due date in the period grouped by team.

46.Tickets Resolved by Agent and Due Date: quantity of tickets resolved on time, past due, and without a due date in the period grouped by agent.

47. Tickets Resolved by Responsible Team - Listing: listing of tickets resolved in the period by responsible team.

48. Tickets Resolved by Responsible Agent - Listing: listing of tickets resolved in the period by responsible agent.

49. Summary of Open Tickets: summary of open tickets in the period.

50. Summary of Open Tickets by Team: summary of open tickets in the period grouped by responsible team.

51. Summary of Open Tickets by Agent: summary of open tickets in the period grouped by responsible agent.

52. Summary of Resolved Tickets: summary of tickets resolved by the agent that remained resolved or closed at the end of the period.

53. Summary of Resolved Tickets by Team: summary of tickets resolved by the agent that remained resolved or closed at the end of the period, grouped by the team that performed the resolution.

54. Summary of Resolved Tickets by Agent: summary of tickets resolved by the agent that remained resolved or closed at the end of the period, grouped by the agent who performed the resolution.

55. Summary of Closed Tickets: summary of tickets closed in the period that remained closed at the end of the period.

56. Summary of tickets accepted by the customer : summary of tickets with customer-accepted resolutions that remained closed at the end of the period.

57. Summary of tickets closed by the system : summary of tickets with resolutions automatically applied by the system based on triggers and that remained closed at the end of the period.

58. Summary of canceled tickets : summary of tickets canceled during the period and that remained canceled at the end of the period.

59. Summary of reopened tickets : summary of tickets that underwent one or more reopenings during the period.

60. Summary of pending tickets : summary of tickets that were pending at the end of the period (new, in progress, or stalled).

61. Summary of pending tickets by team: summary of tickets that were pending at the end of the period (new, in progress, or stalled), grouped by the responsible team.

62. Summary of pending tickets by agent : summary of tickets that were pending at the end of the period (new, in progress, or stalled), grouped by the responsible agent.

63. Summary of deleted tickets : summary of tickets deleted during the period.

64. Pending tickets by responsible agent - Donuts : pending tickets during the period by responsible agent.

65. Pending tickets by teams - Donuts : unresolved tickets at the end of the period grouped by the responsible team.

66. Open tickets by responsible agent - Donuts : open tickets during the period by the responsible agent.

67. Open tickets by teams - Donuts : open tickets during the period grouped by the responsible team.

68. Resolved tickets by responsible agent - Donuts : resolved tickets during the period by the responsible agent.

69. Resolved tickets by teams - Donuts : resolved tickets during the period grouped by the responsible team.

70. Pending tickets by TAG - Pizza : pending tickets during the period by TAG.

71. Open tickets by TAG - Pizza : open tickets during the period by TAG.

72. Resolved tickets by TAG - Pizza : resolved tickets during the period by TAG.

73. Pending, resolved, and canceled tickets during the period : quantity of pending, resolved, and canceled tickets within the period.

74. First response indicator - Pizza : number of tickets with first response within the deadline, past the deadline, and no deadline during the period.

75. First response indicator - Bars: number of tickets with the first response within the deadline, past the deadline, and no deadline during the period.

76. First response indicator by agent - Bars : number of tickets with first response by agent within the deadline, past the deadline, and no deadline during the period.

77. First response indicator by team - Bars : number of tickets with first response by team within the deadline, past the deadline, and no deadline during the period.

78. Tickets resolved and closed by SLA compliance : number of tickets resolved and closed, and how many of these were completed within SLA time, how many were completed within the action limit, and how many were completed within both SLA time and action limit.