NiroHelp → Dashboard is the landing page of the NiroHelp menu and the first screen a support manager sees. It answers, in order: what happened, what do I do now, and where is this heading.
Every panel reads your own site’s figures. Nothing on this screen waits on the AI service, so a slow connection cannot stall it.
The date range
One control in the header — 7 / 30 / 90 days — drives every panel that has a window. Reset puts it back to the default.
Today’s briefing
A written summary rather than another chart: how much came in, what is waiting, how much the auto responder handled, and your biggest documentation gap.
It is generated once a day, at 6am your site time, not when you open the page. The card says so, and shows when it was written, so nobody reads it as a live number.
Two cases where it falls back to plain figures instead of prose:
- Too little activity to summarise. You get open, waiting, resolved and median first reply, labelled “from your figures”.
- You changed the date range to one the stored summary was not written for. Better than describing a 7-day window with 90-day prose.
The headline figures
Eight tiles, each with its change against the previous window:
| Tile | What it counts |
|---|---|
| Open tickets | Everything not resolved, closed or cancelled. |
| Waiting on us | Tickets where the ball is in your team’s court. |
| Median first reply | Time from a ticket arriving to the first agent reply. |
| Resolved | Resolved inside the window. |
| Docs published | Published docs in the library. |
| Doc helpfulness | The share of doc votes that were positive. |
| AI deflection | Chatbot conversations that never became a ticket. |
| AI replies sent | Auto-responder replies posted in the window. |
Client sentiment
A positive / negative / neutral split for the window, beside the briefing.
Tickets – three queues
Triage, ordered so the first thing you look at is the first thing to do:
| Queue | Ordering |
|---|---|
| Needs attention | By risk |
| Needs reply | Oldest first |
| New tickets | Last 24 hours |
Each links through to the matching ticket list.
Recent activity
A merged feed of ticket events, published docs and AI replies – raised, closed, answered by the auto responder, now live in the knowledge base. Filter it by
All, Tickets, Docs or AI.
AI performance
Tickets answered by AI lists the auto responder’s replies with their confidence score and what happened next – No follow-up needed or Agent took over. A high take over rate is your signal to raise the confidence threshold, and the card links straight to that setting.
See What triggers a handoff.
Chatbot responses shows how many visitors asked, how many were resolved without a ticket, how many escalated into one and how many walked away mid-conversation, plus the top questions.
Docs – four panels
| Panel | Shows |
|---|---|
| Most read | Docs by view count. Previews and views by people who can edit the doc are not counted. |
| Gaps | Searches that returned nothing, busiest first — the docs you have not written yet. |
| Rated down | Docs readers voted down. |
| Topics | Docs per topic, so an empty chapter is visible. |
Gaps is the panel worth acting on. Every time someone searches your docs and finds nothing, the phrase is recorded. It is your readers telling you what to write next.
Agents
Per-agent load – open against their cap, an at-capacity badge, median first reply and resolve times, and how much of their volume the AI helped with. Unassigned tickets get their own row so nothing hides. Manage agents goes to NiroHelp → Agents.
Hot spots
Three heatmaps by hour of day over the selected window: tickets, agent replies and chatbot conversations. Each labels its own peak. The week starts on whichever day your Settings → General → Week Starts On says.
Ask NiroHelp
Ask in the header opens the admin assistant, which reads these same figures conversationally. See Ask NiroHelp.
Empty panels versus errors
Panels say so in words when they have nothing to show – “No topics exist yet.”, “No doc has been voted down yet.” An empty panel means no data, not a broken screen.
The exceptions are the AI usage meter and the two AI log screens, which report an error. Those read data the AI service does not offer yet.
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