Overview:
The Reseller Support Tickets Dashboard in Xvantage for Associates provides a centralized view of reseller support ticket metrics, ticket volumes, assignment coverage, resolution times, customer sentiment, and support satisfaction. It enables users to monitor ticket activity, analyze support performance, and identify trends and areas for improvement.
Process:
Go to My Apps and open Okta.
In Okta, search for Xvantage for Associates (X4A) and open it.
Within X4A, hover over the left navigation menu and click Customer Service.
Select Reseller Support Tickets.
The Reseller Support Tickets Dashboard will be displayed, providing the following metrics and insights:
Total tickets
Open unassigned tickets
Assignment Coverage Ratio
Average Resolution Time (in Hours)
Open Tickets Details
Ticket Volume
Open Ticket Distribution
Sentiment & Support CSAT
Average Resolution Time Analysis
Theme Frequency Analysis