Wix Answers Help Center: Ticket Assignment

For an introduction to the insights dashboard pages, see Insights Overview.

The Ticket Assignment dashboard is a tool to help you analyze your company's assigned and unassigned tickets. This enables you to understand trends regarding when tickets were opened and who is dealing with them.

To get started:

Hover over the Insights icon

in the side panel and click Ticket Assignment.

Dashboard Overview

The Ticket Assignment dashboard displays the following sections:

Filters

Tiles that display the total assigned and unassigned tickets for those matching the filters.

Looks that display your assigned and unassigned counts, and the change in these counts, by date, for tickets matching the filters.

A tile that displays a table with assigned and unassigned counts by assignee (group or team member), as well as the delta between them, for tickets matching the filters.

Show me how to use these tables:

Filtering the Data

Set date ranges and select filters at the top of your dashboard to modify the displayed data.

To filter your statistics:

Select the filters:
- Breakdown by: Display separate values for specific ticket types in the Ticket Assignment- Delta look. Select an option:
  - No Breakdown: All ticket interactions are grouped together.
  - Assignee: Group interactions by the team members or groups to whom the ticket was assigned.
  - Channel: Group interactions by the originating channels.
  - Channel Direction: Group interactions by the originating directions.
  - Channel Extension: Group interactions by the originating extensions
  - Channel Type: Group interactions by channel types
  - Company: Group interactions by companies associated with the tickets.
  - Country: Group interactions by agents at the same location.
  - Language: Group interactions by ticket language.
  - Assignment type: Group interactions by assignment type, which are: Group, Team Member, or null.
  - Assignment reason: Group interactions by assignment reasons, which are: Assignment Changed, Ticket Created, or Status Changed.
- Group Dates by: Select the time groups for looks that display information grouped by time. For example, if you select the last 7 days in Date, and you select to group dates by Day, then a look that displays information over time displays 7 data points, one for each day. Options are:
  - Hour:
  - Day:
  - Week (Mon-Sun):
  - Week (Sun-Sat):
  - Month:
  - Year:
- Date: Select an option in the Presets tab or select from/to dates in the Custom tab. Only ticket interactions of the selected date(s) appear on the page. The options in the Presets tab are (select More to see all preset options):
  - Today
  - Yesterday
  - Last 7, 14, 28, 30, 90, 180, or 365 Days
  - This Week, Month, Quarter, or Year
  - Previous Week, Month, Quarter, or Year
  - In the Custom tab, enter or select from/to dates. When you are done, select outside the date picker.
- Assignee: Enter or select one or more team members or groups to display only tickets assigned to (or unassigned from) those team members or groups.
- Assignment Reason: Select one or more of the following to display only tickets whose assignment changed for those reasons:
  - Assignment Changed: A team member manually changed the assignment, or the assignment was changed by an automatic action. The ticket is considered both assigned for one team member or group and unassigned for another team member or group.
  - Status Changed: The ticket became unassigned when its status changed from Open, Pending, or Investigating to Solved or Closed, or it became reassigned when its status changed from Solved or Closed to Open.
  - Ticket Created: The ticket was assigned when it was created (if no assignment is specified, it is assigned to the empty group ∅).
- Assignment Type: Select Group and/or Team Member to display only tickets assigned to (or unassigned from) any group or team member.
- In the More dropdown, select any one or more of the following additional filters:
  - Channel: Select one or more channels to include only traffic originating from those channels.
  - Channel Direction: Select one or more directions to include only traffic originating from those directions.
  - Channel Extension : Select one or more of the extensions to include only traffic originating from those directions.
  - Channel Type: Select one or more channel types to include only traffic originating using these methods.
  - Company: Select one or more companies to include only traffic of customers of those companies.
  - Ticket Priority: Select one or more ticket priorities (High, Low, Normal) to include only interactions from tickets with the selected priorities.
  - Country: Select one or more countries to include only traffic of customers of those countries.
  - Day of Week / : Select one or more days of the week / hours of the day to include only traffic from those times.
  - Label / Label Filter Type: Use these two options to filter interactions by labels associated with the ticket. In the Label filter, select one or more labels. Then, in Label Filter Type, select Include All to include only tickets that have all of the selected labels, Include Any to include only tickets that have one or more of the selected labels, or Exclude to include only tickets that have none of the selected labels.
  - Language: Select one or more languages to include, according to the two-letter country code, to include only traffic in those languages.
Click the reload icon to refresh the dashboard with the new filter settings.