Skip to main content

Client Overview

Client Overview is an organization-wide analytics dashboard that aggregates service-management activity across every company in the platform — not just the company currently selected. It gives service providers and platform administrators a single, cross-client view of ticket volume, SLA performance, and workload distribution.

Note: The metrics on this page are aggregated across all clients and are independent of the company selector in the top bar.

Controls​

  • Time range — Scope every metric to a period (defaults to All Time)
  • Refresh — Reload the dashboard with the latest data
  • Export PDF — Download the organization-wide summary as a PDF report

Organization-Wide Summary​

The headline cards summarize activity across all clients:

  • Total Clients — Number of companies in the platform
  • Total Tickets — All tickets across every client
  • Open — Tickets in an open state
  • In Progress — Tickets actively being worked
  • Resolved — Tickets resolved in the period
  • SLA % — Overall SLA compliance percentage

Trends & Distributions​

  • Tickets Trend — Created vs Resolved — Line chart comparing ticket creation against resolution over time
  • Status Distribution — Breakdown of tickets by status across the full lifecycle
  • Severity Distribution — Share of tickets by severity (Critical, Major, Minor, High, Medium, Low)
  • By Ticket Type — Split across task, ticket, incident, change, problem, and service_request
  • Source Distribution — Where tickets originate (email, portal, Teams, AI agents, Beak Desk, and more)
  • Open Tickets by Severity — Severity mix of currently open tickets
  • Aging Distribution (Open Tickets) — Open tickets bucketed by age (0–1d, 1–3d, 3–7d, 7–30d, 30d+)

Per-Company & Workload Breakdowns​

  • Tickets by Company — Ticket volume per client company
  • SLA Compliance by Company — SLA compliance percentage per client company
  • Top Categories — The most common ticket categories across all companies
  • Top Assignee Groups — The busiest queues and assignee groups

Best Practices​

  • Use the time range for reporting cycles — Scope the dashboard to a month or quarter before exporting a PDF for stakeholder reviews.
  • Watch the aging buckets — A growing 30d+ segment signals a backlog that SLA percentages alone can mask.
  • Compare SLA by company — Use the per-company compliance chart to spot clients that need additional capacity or process attention.