Introduction to the agent interface

Agent Dashboard overview

When you open xxx, the Agent Dashboard appears. The interface has the following sections:

• The sidebar, the area down the left side of the interface, with navigation buttons to major features.
• The top toolbar, the area at the top of the interface, with tabs to open and move between tickets, as well as quick links to search and other apps.
• The main window, where most of your content is displayed.

The sidebar

These sidebar icons navigate you to major feature areas. Your sidebar may include additional icons for apps installed by your admin.

Icon	Task
	Home: Displays the agent dashboard, where you can access your recently updated tickets and tickets that require your attention. You can also view the following headline metrics about your tickets, and customer satisfaction: Open Tickets You: Open tickets that are currently assigned to you. Groups: New and open tickets that are currently assigned to one of your groups. Ticket Statistics Good: Solved good satisfaction tickets that were set to solved during the current week and are currently assigned to you. Bad: Solved bad satisfaction tickets that were set to solved during the current week and are currently assigned to you. Solved: Solved tickets that were solved during the current week and are currently assigned to you. Note: For ticket statistics, the current week is Monday to Sunday. Satisfaction Statistics You: Percentage of the solved good satisfaction tickets that were set to solved during the last 60 days and are currently assigned to you. Help Desk: Percentage of the solved good satisfaction tickets that were set to solved during the last 60 days in your Support account.
	Views: Displays your shared views and any personal views you've created, and enables you to access and worth through tickets in each space. You create views in Admin settings.
	Customer Lists: Displays shared customer lists (created by Admins), and enables you to create personal customer lists for your own use.
	Reporting: Displays the Reporting Overview, where you can view data about your ticket volume and management, updated on an hourly basis. It also enables you to compare your own ticket metrics, and against those of your fellow agents. It may include other tabs, such as Insights and Satisfaction, if these options are enabled.
	Admin: Displays the Admin home page, where you can find the tools you need to configure xxx and view your current setup. Agents can view a version of the Admin page tailored to their permissions.