> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/dashboard-and-analytics/analyzing-service-desk-metrics.md). # Analyzing Service Desk Metrics {% hint style="info" %} **Path:** `/dashboard` {% endhint %} ### Tracking Service Desk Overview The dashboard surface key service desk metrics at a glance. Add these widgets to monitor current state: | Widget | What it shows | | ---------------------- | ------------------------------------------------------------------------------ | | **Tickets Opened** | Number of tickets created in the selected date range | | **Open Tickets** | Current count of tickets in open or active states (Open, In Progress, Pending) | | **Unassigned Tickets** | Current count of tickets without an assignee | | **SLA Breached** | Current count of open tickets that have exceeded their resolution SLA deadline | These metrics use live data from your service desk and update when you refresh. ![Dashboard with Tickets Opened, Open Tickets, SLA Breached widgets](/files/Ct6jIQf2TSnVFUIeR2xB) ### Understanding Ticket Volume Trends #### Total Tickets The **Tickets Opened** widget shows how many tickets were created during the selected time range. It counts unique tickets by `ticket-created` events and is useful for tracking support demand over time. #### Opened vs Resolved Tickets The **Opened vs Resolved Tickets** chart compares ticket creation and resolution over time. It shows: * **Open** - Tickets created each day * **Resolved** - Tickets resolved each day Use it to see whether backlog is growing or shrinking. Available as line or bar chart. ![Opened vs Resolved Tickets chart](/files/CclIJHg98rSxbXtg0rIt) ### Monitoring Response and Resolution Time #### Average Response Time Time from ticket creation to the first non-internal reply. Displayed as a single number (e.g. `45m`, `2h 15m`) for the selected range. #### Average Resolution Time Time from ticket creation to resolution. Also shown as a single number for the selected range. A resolution timestamp is now recorded for every request, giving you a precise record of when each request reached its final state. The timestamp is calculated based on request type and outcome: * **Pending requests** - timestamped at the moment the request was first created * **Requests resolved by Harmony or escalated with a linked ticket** - uses the ticket's SLA completion time, falling back to the ticket event log time, then the last message timestamp * **Requests resolved or escalated without a linked ticket** - uses the last message timestamp as the resolution point This ensures that response time, resolution time, and SLA compliance calculations are as accurate as possible across all request types. #### Response vs Resolution Time Trends The **Response vs Resolution Time** chart shows daily averages for both metrics over time. Helps spot trends and correlate response speed with resolution speed. ![Response vs Resolution Time chart](/files/hcHwmaWhhvJv2NAPpF3L) ### Tracking SLA Compliance #### SLA Compliance Percentage The **SLA Compliance** number widget shows the percentage of tickets that met their SLA (no breach) within the selected range. Computed as `tickets without breach / (tickets + breaches) × 100`. You can now filter and group SLA compliance by **service catalog item**, so you can track SLA performance across the different catalog item types your team has configured. This makes it easier to identify which services are most at risk of breaching their targets. #### SLA Compliance Trends The **SLA Compliance Trend** chart shows how SLA compliance changes over time. It stacks "SLA met" and "SLA breached" so you can see the proportion of each by day. ![SLA Compliance Trend stacked chart](/files/rlxNEmLFeWZaFB0DSlUF) #### SLA Breaches The **SLA Breached** widget shows how many open tickets have passed their resolution deadline without being completed. This is a point-in-time count, not a trend. ### Analyzing Ticket Breakdowns #### Breakdown by Status **Ticket Breakdown by Status** shows tickets grouped by status: Open, In Progress, Pending (split into sub-states - see below), Resolved, Closed. Use donut or bar view. Statuses use consistent colors (e.g. green for Open, orange for Pending). Resolution labels now use clearer, more consistent display names across all status breakdowns and reports, making it easier to interpret ticket data at a glance. Internal identifiers such as desk IDs are automatically translated into human-readable names wherever they appear in your reports. A dedicated status breakdown view is also available in the Service Desk, with filtering support so you can narrow the breakdown by criteria relevant to your team's workflow. Use this to quickly identify bottlenecks and track open versus resolved volumes. ![Ticket status donut/bar chart](/files/uJSlvAbuRcHP7mgj7XPQ) #### Understanding Pending States The pending status now distinguishes between two specific states, giving you better visibility into where work is queued: * **Pending Harmony** - the request is open and assigned to Harmony (AI is handling it) * **Pending Human** - the request is open and assigned to a human agent This makes it easier to identify bottlenecks, whether the queue is building on the AI side or the human agent side. #### Breakdown by Priority **Ticket Breakdown by Priority** shows ticket volume by priority over time: Low, Medium, High, Urgent. Available as bar or line chart. Clicking a bar can navigate to filtered tickets. ![Ticket Breakdown by Priority chart](/files/0vyc0hcKu4eJZXqwLaIV) #### Breakdown by Assignee You can now filter and group key ticket metrics by assignee, giving you a more granular view of support performance across your team. The following metrics support assignee-level breakdowns: * **Tickets created** - see volume broken down by assignee * **Open ticket age** - understand how long tickets have been open per assignee * **Closed ticket age** - analyse resolution time per agent Assignees are displayed by their human-readable display name rather than internal identifiers. #### Breakdown by Service Catalog Item Ticket metrics can also be filtered and grouped by service catalog item. This gives you a clearer picture of which catalog items are driving the most support volume and how your service catalog is being used in practice. The following metrics support this dimension: * **Tickets created** - see volume per catalog item * **Open ticket age** - understand how long tickets remain open per service * **Closed ticket age** - analyse resolution time across catalog items * **SLA compliance** - track SLA performance by service catalog item #### Breakdown by Tag You can now view aggregated data by tag across your service desk tickets. Tag aggregations make it easier to identify trends, spot recurring issues, and understand which topics are driving the most support volume at a glance. #### Breakdown by Employee (Created/Resolved) * **Tickets Resolved by Employee** - Resolution count by employee over time (top contributors by resolver). * **Tickets Created by Employee** - Creation count by employee over time (requesters or internal creators). Both use the reports API with `groupBy` on the actor. Useful for workload and contribution analysis. ### Measuring User Satisfaction Scores The **User Satisfaction** widget shows an average satisfaction score from survey responses. Scores are shown with a label (e.g. excellent, very good, good, fair, needs improvement) based on the average rating. Add this widget from the Widget Library to include it on your dashboard. ![User Satisfaction widget](/files/rlvyhVGNe9uzSv6zWKql) ### Tracking AI Deflection and Autonomous Resolution Harmony tracks how effectively it handles employee requests without human intervention. These metrics give you a clear picture of your support operation's AI performance over time. #### Autonomous vs. Escalated Requests The deflection metrics show how many employee requests Harmony resolved autonomously versus how many were escalated to a human agent. You can track whether your autonomous resolution rate is improving, declining, or holding steady over any selected time range. Every support conversation is classified into one of the following resolution states: * **Resolved by Harmony** - the AI determined the request was fully answered without human intervention * **Escalated** - a human agent was assigned to the ticket; no AI classification is needed for these requests * **Pending Harmony** - the request is open and Harmony (AI) is handling it * **Pending Human** - the request is open and assigned to a human agent * **Unresolved** - the request could not be conclusively classified Resolution detection uses a layered approach: ticket assignment signals are checked first (escalated tickets are flagged immediately without further AI analysis), followed by AI-powered conversation analysis for the remaining cases. This makes resolution signals more accurate and decisions faster. #### Requests by Category The **Requests by Category** report now lets you slice data by resolution status, giving you a clearer picture of how support volume breaks down across both topic and outcome. Each category can be segmented across three resolution states: * **Resolved by Harmony** - requests handled automatically by the AI * **Escalated** - requests passed on to a human agent * **Pending** - requests still in progress Use this breakdown to spot which request categories drive the most escalations or remain unresolved, so you can tune your automations more precisely. #### Conversation Analytics Conversation data can be broken down by category and resolution type, making it easier to spot trends across different ticket types and outcomes. Resolution metrics are accurately zero-filled for terminal states, ensuring your charts and trend lines reflect complete, consistent data even when there is no activity in a given period. *** ### Related Resources
Automation & SLAConfigure SLA policies and automation ruleshttps://github.com/harmonyso/public-docs/tree/main/guides/configuring-automation-and-sla/README.md
Service Desks & TeamsDesk structure and team configurationhttps://github.com/harmonyso/public-docs/tree/main/guides/managing-service-desks-and-teams/README.md
Working with WidgetsAdd and configure dashboard widgetshttps://github.com/harmonyso/public-docs/tree/main/guides/working-with-dashboard-widgets/README.md
Managing Custom DashboardsCreate and navigate custom dashboardshttps://github.com/harmonyso/public-docs/tree/main/guides/creating-and-managing-custom-dashboards/README.md
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