Hi all,
As i have seen with other comments - the live (real-time) dashboards look really exciting to users but when you get into the detail, there is very little there of use.
For each of our departments, we have build a static dashboard on a chrome browser which updates every hour, however - as i know some competitors can do - this information should be available in real-time.
The metrics that we use that would be best live (or updated say every 5 minutes):
- Total tickets in 'New'
- Total tickets in 'Open'
- Total tickets in 'Pending'
- Tickets Updated by Agent (Today)
- SLA Achievement % (Today)
We believe this could have a huge impact on agent productivity as it would increase competitiveness amongst the team and also allow more focus on these numbers.