Dashboard
In short: The dashboard is the start page of aishaa and your work overview. At the top you see how much needs attention and, if there are any, the notices that currently apply. Below that are Your work (the tickets you pick up first, your own ones first and then the tickets without an owner) and four clickable tiles: the inbox, what is assigned to you, what nobody owns yet and what is waiting for someone in To do. Volume figures and response times are not here but in the reports under Analytics.
Where to find this
Click Dashboard in the menu. aishaa also opens the dashboard automatically after you sign in. On a phone you open it with Today in the bottom navigation bar; it is the same page, which adapts to your screen.
Who: everyone from the Viewer role. What is waiting for you is not a report, so the tiles, Your work and the notices are there for everyone with access to tickets. The Messages donut is a volume figure and you only see it from the Team lead role (whoever may see reports).
The dashboard (menu Dashboard) with the four tiles at the top, below them the Your work list on the left with the Assigned to you and Not assigned yet groups, the Messages donut on the right, and the Current now card at the top.
The top of the dashboard
At the top is Today with (number) need attention and the line Start with the tickets that need action now. The number is the number of rows in Your work. If there is nothing, you see All quiet with There are no urgent attention points in your queue. While the data is loading, it says Loading work…
The top also has two buttons:
| Button | Meaning |
|---|---|
| Work scope | Only visible if your account has more than one organisation. You tick which organisations count. The button shows Work scope: 2 of 5 organisations or Work scope: all organisations. This is the same work scope as in the ticket overview and in To do, so that the numbers are the same everywhere. |
| Refresh | Fetches all the numbers again. |
Current now: notices
If there are notices that currently apply, that aishaa proposes or that start within 14 days, the Current now card appears at the top with the link All notices. The card shows at most three: first the notices someone has to decide on, then the rest. If there are more, there is a link (number) more. An internal notice has the Internal chip.
An Organisation admin can decide straight away on the card:
| Situation | Buttons |
|---|---|
| aishaa proposes a notice | Accept or Reject |
| A notice has been running for a long time without an end date (Has held without an end date since (date). Is it still true?) | Extend 7 days or End |
| aishaa suggests ending this notice | End or Dismiss |
| aishaa suggests making this permanent | Make permanent (from the Team lead role) or Dismiss |
See Notices.
Getting started
If you created the workspace and the required onboarding steps are done, the dashboard shows the card (number) more things that make aishaa better, with Do it and Skip for each step, and Done, leave it to put the card away. If a required step is still open, the dashboard sends you to the Get started screen once per session. See Setting up aishaa with the onboarding.
Your work
The Your work list has the subtitle Yours first, then what nobody owns yet, with the All tickets button on the right that leads to the ticket overview. These are the tickets you would pick up now, in two groups with a heading between them:
- Assigned to you: the tickets assigned to you.
- Not assigned yet: the tickets that do not have an owner yet.
A colleague’s tickets are never in it; those belong to that colleague. If one group stays small, the list is topped up from the other, so that an urgent ticket without an owner also appears beside a single ticket of your own. Within a group, a ticket on which something is waiting in To do comes first (that is what the conversation is waiting on), then urgent, important and whoever has been waiting longest.
Each row carries an icon that says why the ticket is in the list; the name is in the tooltip:
| Icon | Meaning |
|---|---|
| Waiting on us | The ticket is waiting for a reply from the team. This belongs to the way of working for webshops. |
| Unread | There is something on the ticket that the team has not read yet. This belongs to the way of working for service providers. |
| Awaiting approval | Something is waiting in To do on the ticket: a proposed action, a message, a request or a task. The preview line shows its summary. |
For each row you also see the ticket number, a flag for urgent or a star for important, the channel icon, the subject, the customer, a preview line, the waiting time (only if it is above the organisation’s threshold), the time of the last activity, at most two labels with a counter for the rest, and for accounts with several organisations the name of the organisation.
Click a row to open the ticket. If the ticket belongs to a different organisation from the one you are working in, aishaa switches automatically and tells you with Switched to organisation (name).
If there is nothing to do, you see No immediate attention points with Nothing waiting for you, and nothing unassigned.
The Your work list on the dashboard with the Assigned to you group heading, a few ticket rows with the Waiting on us and Awaiting approval icons, and below them the Not assigned yet group heading.
The four tiles
Each tile has a tooltip with the definition, and you can click it.
| Tile | Tooltip | What the number is |
|---|---|---|
| Waiting or Unread | Tickets waiting on the team: the same number as the inbox. or Tickets with something the team has not read yet: the same number as the inbox. | The inbox, counted the way your way of working counts it. With the way of working for webshops the tile is called Waiting, with the way of working for service providers Unread. See Way of working: webshop or service provider. |
| Yours | Of these, the tickets assigned to you. | The part of that same number that is assigned to you. |
| Unassigned | Of these, the tickets nobody owns yet. | The part of that same number without an assigned colleague. |
| To do | Proposals, requests and tasks waiting for someone: the same number as To do. | Everything that is open in the To do list, including requests and tasks that do not belong to a ticket. The replies aishaa proposes in the editor do not count here. See To do. |
What a click does:
- Waiting (or Unread), Yours and Unassigned open the ticket overview in exactly the state the tile counted: the fixed item above the label tree is selected, the search field is empty and only that one narrowing is switched on. Your own work scope still applies; other filters you had before are removed.
- To do opens the To do list.
This state does not come back when you reload the page: aishaa removes the reference after opening, so that a later channel button or a refresh does not apply the state again. If you want it back, click the tile again.
Messages
Next to Your work is the Messages donut, for whoever may see reports (from the Team lead role). The donut splits the messages in the chosen period by sender: Customer, Agent, Auto reply and messages from external participants; that last part is called External. The total is in the middle with the caption Messages.
Agent covers all messages that go out on behalf of the team: what a colleague sends, but also a reply that an agent was allowed to send by itself after Let it send by itself, a message that a workflow sends and a bulk message.
Use the 7d, MTD and 30d buttons above the donut to choose the period. MTD means from the first day of the current month until now; that is also the default. aishaa remembers your choice. If there are no messages in the period, you see No data with No data available.
The dashboard on a phone
On a narrow screen everything is stacked: the top, the Current now and Get started cards if they are there, Your work and then the four tiles, two side by side. The Messages donut is not on the phone.
Good to know
- The Your work list shows at most 8 tickets. If you want to see everything, use the ticket overview with its filters and the Longest waiting sorting. See The ticket overview: filtering, searching and sorting.
- The To do tile counts everything that is open within your work scope, regardless of the status of the ticket and of who it is assigned to.
- Important news from the aishaa team opens once per session as a window on the dashboard. You find other news under Support at the bottom of the menu. See Messages from aishaa in the app.
- The numbers can lag by a few seconds; the Messages donut by up to 5 minutes. Click Refresh for the most recent state.
- The periods and the month boundaries of the donut follow the time zone of your browser.
- The dashboard has no date picker and no export. For a free period, volume figures and response times, use the reports under Analytics, see Response times and Peak times and ticket volume.