Service Dashboards
Monitor team performance, SLA compliance, and customer satisfaction with real-time dashboards.
LeadFlow Pro Service Dashboards.
Service Dashboards give team leads and managers a real-time view of support operations. Use them to monitor agent workload, identify SLA risks, and track customer satisfaction — all without pulling manual reports.
- For SLA configuration, see Service CRM Guide.
- For ticket-level details, see Ticket Details Page – Agent View.
Note: Dashboards refresh every 60 seconds by default. For live operations (busy queues, high-volume periods), set the refresh interval to 15 seconds in the dashboard settings.
1. Pre-built Dashboards
LeadFlow Pro Service CRM includes five pre-built dashboards that are ready to use from day one. Access them from Service > Reports > Dashboards.
- Team Overview Dashboard – Tickets resolved today, average first response time, average resolution time, and open ticket count by queue.
- SLA Compliance Dashboard – First response SLA met %, resolution SLA met %, at-risk tickets, and recently breached tickets.
- Agent Performance Dashboard – Individual agent scorecards: tickets handled, avg response time, CSAT score, and resolution rate.
- CSAT Dashboard – Customer satisfaction score (out of 5), response rate, satisfaction trend over time, and verbatim feedback.
- Channel Volume Dashboard – Ticket volume broken down by intake channel (email, chat, WhatsApp, phone) and time period.
2. Customizing Dashboards
In addition to the pre-built dashboards, admins and managers can build custom dashboards using any combination of available widgets.
To create a custom dashboard: go to Service > Reports > Dashboards > Create Dashboard. Give it a name, choose a layout, and add widgets from the widget library.
- Widget Library – 30+ widget types: bar charts, line charts, pie charts, scorecards, ticket lists, leaderboards, and more.
- Date Range Filters – Every widget can be filtered by today, this week, last 30 days, or a custom date range.
- Team/Agent Filters – Filter widgets to show data for specific queues, teams, or individual agents.
- Layout Options – Choose from 1, 2, or 3-column layouts. Drag and drop widgets to reorder them.
- Auto-refresh – Set widgets to refresh every 15, 30, or 60 seconds for live operations monitoring.
3. Sharing & Exporting
Share dashboards with stakeholders or export data for deeper analysis in external tools like Excel or BI platforms.
Note: Scheduled email reports are sent in the admin's timezone. If your team spans multiple timezones, create separate dashboards for each region with their own schedule.
- Share Dashboard Link – Generate a shareable link for any dashboard. Viewers need a LeadFlow Pro login to access it.
- Email Report – Schedule a dashboard snapshot to be emailed daily, weekly, or monthly to specific recipients.
- Export to PDF – Export the current dashboard view as a PDF for presentations or records.
- Export Data to CSV – Download the underlying data from any widget as a CSV file for Excel or BI tool analysis.
- TV/Wallboard Mode – Display a dashboard in full-screen wallboard mode on a monitor in your support center.