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.
Information Found 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:
- Total active SRs
- SRs separated by status (click on any of these buckets to view a full list of the relevant SRs)
- Resolution rate (describes the number of closed tickets within the given time frame, which is adjustable using the date filter)
- Resolution time (describes the average amount of time taken to close an SR in hours, also filterable by date)
- Pinned tickets
- Hot tickets
- A map displaying pins that represent service requests with location information
You can also search for SRs using the search bar at the top of the dashboard, or create a brand new SR using the blue button in the top right.
Pinned Tickets and Hot Tickets
Pinned tickets and hot tickets are defined in NEXGEN as follows:
- 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.
- 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:
- Estimated end date, from closest to the current date and time to the farthest
- 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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