Priority & Tag Analytics
The Tag & Priority Analytics Dashboard provides insight into how support tickets are distributed and handled based on their assigned priority levels and tags. This helps supervisors and decision-makers identify which issues are most frequent, how quickly they are addressed, and how ticket labeling affects support performance.
This dashboard supports performance analysis, workload segmentation, and resource allocation by priority or tag category.
Access Permissions
This dashboard is only accessible to users with the following roles:
- Owner
- Admin
- Supervisor
Users with the Agent role cannot access this dashboard.
This role-based restriction ensures that only team leads and decision-makers can monitor and evaluate trends in ticket classification and urgency.
Date Filter
At the top of the dashboard, the Date Filter allows users to define the reporting period (e.g., "Previous 7 Days"). All charts and metrics adjust dynamically based on the selected timeframe.
Dashboard Tabs
The dashboard is divided into two tabs:
1. Priority Analytics
This section allows you to assess how ticket urgency (priority level) affects ticket volume and handling performance.
Ticket Distribution by Priority
| Chart/Metric | Description |
|---|---|
| Total Ticket by Priority | Bar chart showing how many tickets were submitted per priority level. |
| Percentage Ticket by Priority | Donut chart showing what percentage of all tickets fall into each priority. |
Priority-Based Performance Metrics
| Metric | Description |
|---|---|
| Average First Response Time | Average time between ticket creation and the first agent reply. |
| Average Response Time | Average duration between consecutive replies throughout ticket handling. |
| Average Resolution Time | Average time from ticket creation to resolution. |
Ticket Details Table
This table allows users to inspect individual ticket records by priority, including timestamps, assignee data, and resolution metrics.
| Field | Description |
|---|---|
| Title | Ticket subject or title |
| Priority | Ticket urgency level (Low/Medium/High) |
| Created At | When the ticket was created |
| Resolved At | When the ticket was resolved |
| Requester Name | Name of the customer who submitted the ticket |
| Division Name | Internal division assigned to handle the ticket |
| Assignee Name | The agent assigned to the ticket |
| Assignee Email | Email address of the assigned agent |
| First Response Time | Duration between ticket creation and first agent response |
| Resolution Time | Duration from creation to ticket resolution |
| Response Time | Average response interval throughout the ticket lifecycle |
2. Tag Analytics
This section shows how tickets are distributed based on their associated tags.
Ticket Distribution by Tag
| Chart/Metric | Description |
|---|---|
| Total Ticket by Tag | Horizontal bar chart showing the number of tickets per tag. |
| Percentage Ticket by Tag | Donut chart showing tag proportions across all tickets. |
Tag-Based Performance Metrics
| Metric | Description |
|---|---|
| Average First Response Time | Average time between ticket creation and first agent reply. |
| Average Response Time | Average time between agent responses for tagged tickets. |
| Average Resolution Time | Time from ticket creation to final resolution by tag. |
Ticket Details Table
Provides per-ticket visibility across tags, combining resolution times, response patterns, and agent performance for deeper analysis.
| Field | Description |
|---|---|
| Title | Ticket subject or title |
| Priority | Ticket urgency level (Low/Medium/High) |
| Ticket Tag | The tag(s) applied to the ticket |
| Created At | When the ticket was created |
| Resolved At | When the ticket was resolved |
| Requester Name | Name of the customer who submitted the ticket |
| Division Name | Internal division responsible for handling the ticket |
| Assignee Name | The agent assigned to the ticket |
| Assignee Email | Email address of the assigned agent |
| First Response Time | Time between ticket creation and first agent response |
| Resolution Time | Time taken from creation to final resolution |
| Response Time | Average time between agent replies on the ticket |
Export Options
All charts and tables in the dashboard support data export in the following formats:
- CSV (for Excel-compatible use)
- XLSX
- JSON (for system integration)
- PNG (for visual presentations)
To export:
- Hover over a chart or table.
- Click the download icon.
- Select your preferred format.
Additionally, the full dashboard view can be exported as a PDF by using the "Export as PDF" button at the top-right corner of the screen.
Summary
The Tag & Priority Analytics Dashboard helps management teams monitor the nature and urgency of incoming support requests. By tracking performance across tags and priority levels, organizations can:
- Detect recurring issues and operational bottlenecks
- Balance workload by priority
- Improve response and resolution strategies
With filtering, visual summaries, and detailed records, this dashboard supports proactive and informed decision-making.