dashboard

Aggregates for the support dashboard: volume, SLA compliance, agent performance and satisfaction.

Source path: libraries/sac/src/dashboard

Module file: dashboard.module.ts

Introduction

Read-only endpoints that run their aggregates in the database rather than in the browser, so the dashboard does not depend on fetching every ticket. Volume is broken down over time and by channel, SLA compliance separates first response from resolution, and satisfaction reads the CSAT recorded through the rating link sent when a ticket is resolved.

HTTP Endpoints

5 endpoints

Headline counters for the period.

Query: from, to

First-response and resolution compliance.

Query: from, to

Ticket volume over time and per channel.

Query: from, to

Per-agent throughput and response times.

Query: from, to

CSAT distribution from the resolved-ticket survey.

Query: from, to