Within Teamwork Desk you can view metrics which will give you a breakdown of your teams performance on tickets, the number of tickets and much more.

To access metrics, click on the Dashboard option to the left of the Desk navigation bar to the top of the page.

You will then see an option to select metrics to the center of the page.

Selecting metrics brings you to all the statistics for your account. Here, you will find totals for customers, tickets, response times, and handle times over a time frame that you can set on the top left.

The volume and average response time is an interactive, visual representation of the amount of tickets, replies, and response time in a given time frame.

Clicking replies, tickets, and response time (at the bottom of the graph) will add or remove these from the on-screen display.

Clicking any of the points within the graph will give extra details on that particular point.

To the bottom of the metrics dashboard, you will find Tickets by Channel and Tickets by Top Agents.

These sections display where your tickets have come from, such as email or from your docs and the amount of tickets responded to and solved by the agents on the account. Like the rest of the metrics dashboard, these figures come from the time frame you’ve selected.

For more information see: Getting started