Customer Service Dashboard Overview

Customer Service Dashboard Overview

NEXGEN offers several different dashboards designed to be helpful for specific roles. The customer service dashboard shows information focused on service requests to make reviewing information on the NEXGEN dashboard easier for those in customer service or service request based roles.
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Metrics on the Customer Service Dashboard


The customer service dashboard can be accessed through the NEXGEN dashboard by selecting it in the dashboard drop-down menu. The information you can see on the dashboard is listed below:
  1. Total active SRs
    1. Total number of service requests that are in New, Open, and Work in Progress statuses.
  2. New
    1. Total number of service requests in the New status
  3. Open
    1. Total number of service requests in Open status 
  4. Work in Progress
    1. Total number of service requests in Work in Progress status 
  5. Resolution Rate 
    1. Percent of service requests that are in Closed status for the chosen timeframe. 
    2. The dropdown option on the tile lets the user select the timeframe of the results for this tile only. 
      1. MTD – counts tickets created from the start of the current month to today’s date 
      2. 1M – counts tickets created in the last 30 days. 
      3. YTD - counts tickets created from January 1st of the current calendar year to today’s date 
    3. The total number of service requests does not include Cancel status tickets. 
  6. Average (Avg.) Resolution Time
    1. The average time tickets took to be resolved for the chosen timeframe shown in hours.
    2. Resolution timeframe is calculated by reviewing the time difference between the SR Date and the SR Closed Date.

Pinned Tickets and Hot Tickets

Pinned tickets and hot tickets are defined in NEXGEN as follows:
  1. Pinned Tickets: Tickets that have been pinned by the user. Users can pin up to five tickets at a time; these do not disappear until unpinned.
  2. Hot Tickets: Unfinished tickets that are considered high priority. These are displayed automatically by the system in an order that is determined by the following criteria:
    1. Estimated end date, from closest to the current date and time to the farthest
    2. Highest priority

Service Requests on the Map

The map displays service requests with pins. Click on the pin to view its basic information. You can then click on the info button to view the full record.


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