{"id":28,"date":"2026-09-09T04:25:43","date_gmt":"2026-09-09T04:25:43","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/28\/the-dashboard\/"},"modified":"2026-10-04T12:22:13","modified_gmt":"2026-10-04T06:22:13","slug":"the-dashboard","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/reports-analytics\/the-dashboard\/","title":{"rendered":"The dashboard"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>NiroHelp \u2192 Dashboard<\/strong> 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.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full has-custom-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1476\" height=\"557\" src=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Nirohelp-dasboard.webp\" alt=\"Nirohelp dasboard\" class=\"has-border-color has-ast-global-color-0-border-color wp-image-166\" style=\"border-width:2px;border-top-left-radius:5px;border-top-right-radius:5px;border-bottom-left-radius:5px;border-bottom-right-radius:5px\" srcset=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Nirohelp-dasboard.webp 1476w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Nirohelp-dasboard-300x113.webp 300w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Nirohelp-dasboard-1024x386.webp 1024w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Nirohelp-dasboard-768x290.webp 768w\" sizes=\"auto, (max-width: 1476px) 100vw, 1476px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Every panel reads your own site&#8217;s figures. Nothing on this screen waits on the AI service, so a slow connection cannot stall it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The date range<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">One control in the header \u2014 <strong>7 \/ 30 \/ 90 days<\/strong> \u2014 drives every panel that has a window. <strong>Reset<\/strong> puts it back to the default.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Today&#8217;s briefing<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>It is generated once a day, at 6am your site time, not when you open the page.<\/strong> The card says so, and shows when it was written, so nobody reads it as a live number.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Two cases where it falls back to plain figures instead of prose:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Too little activity to summarise.<\/strong> You get open, waiting, resolved and median first reply, labelled <em>&#8220;from your figures&#8221;<\/em>.<\/li>\n\n\n\n<li><strong>You changed the date range<\/strong> to one the stored summary was not written for. Better than describing a 7-day window with 90-day prose.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The headline figures<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Eight tiles, each with its change against the previous window:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Tile<\/th><th>What it counts<\/th><\/tr><\/thead><tbody><tr><td>Open tickets<\/td><td>Everything not resolved, closed or cancelled.<\/td><\/tr><tr><td>Waiting on us<\/td><td>Tickets where the ball is in your team&#8217;s court.<\/td><\/tr><tr><td>Median first reply<\/td><td>Time from a ticket arriving to the first agent reply.<\/td><\/tr><tr><td>Resolved<\/td><td>Resolved inside the window.<\/td><\/tr><tr><td>Docs published<\/td><td>Published docs in the library.<\/td><\/tr><tr><td>Doc helpfulness<\/td><td>The share of doc votes that were positive.<\/td><\/tr><tr><td>AI deflection<\/td><td>Chatbot conversations that never became a ticket.<\/td><\/tr><tr><td>AI replies sent<\/td><td>Auto-responder replies posted in the window.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Client sentiment<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A positive \/ negative \/ neutral split for the window, beside the briefing.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Tickets &#8211; three queues<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Triage, ordered so the first thing you look at is the first thing to do:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Queue<\/th><th>Ordering<\/th><\/tr><\/thead><tbody><tr><td><strong>Needs attention<\/strong><\/td><td>By risk<\/td><\/tr><tr><td><strong>Needs reply<\/strong><\/td><td>Oldest first<\/td><\/tr><tr><td><strong>New tickets<\/strong><\/td><td>Last 24 hours<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Each links through to the matching ticket list.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Recent activity<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A merged feed of ticket events, published docs and AI replies &#8211; raised, closed, answered by the auto responder, now live in the knowledge base. Filter it by<br> All, Tickets, Docs or AI.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">AI performance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Tickets answered by AI<\/strong> lists the auto responder&#8217;s replies with their confidence score and what happened next &#8211; <em>No follow-up needed<\/em> or Agent took over. <strong>A high take over rate is your signal to raise the confidence threshold<\/strong>, and the card links straight to that setting.<br><br>See <a href=\"https:\/\/nirohelp.com\/docs\/workflows-automation\/ai-auto-responder\/#what-triggers-a-handoff\">What triggers a handoff<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full has-custom-border\"><img loading=\"lazy\" decoding=\"async\" width=\"732\" height=\"332\" src=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/AI-performance.webp\" alt=\"AI performance\" class=\"has-border-color has-ast-global-color-0-border-color wp-image-167\" style=\"border-width:2px;border-top-left-radius:5px;border-top-right-radius:5px;border-bottom-left-radius:5px;border-bottom-right-radius:5px\" srcset=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/AI-performance.webp 732w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/AI-performance-300x136.webp 300w\" sizes=\"auto, (max-width: 732px) 100vw, 732px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Chatbot responses<\/strong> 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Docs &#8211; four panels<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Panel<\/th><th>Shows<\/th><\/tr><\/thead><tbody><tr><td><strong>Most read<\/strong><\/td><td>Docs by view count. Previews and views by people who can edit the doc are not counted.<\/td><\/tr><tr><td><strong>Gaps<\/strong><\/td><td>Searches that returned nothing, busiest first \u2014 the docs you have not written yet.<\/td><\/tr><tr><td><strong>Rated down<\/strong><\/td><td>Docs readers voted down.<\/td><\/tr><tr><td><strong>Topics<\/strong><\/td><td>Docs per topic, so an empty chapter is visible.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Gaps is the panel worth acting on.<\/strong> Every time someone searches your docs and finds nothing, the phrase is recorded. It is your readers telling you what to write next.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Agents<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Per-agent load &#8211; 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. <strong>Manage agents<\/strong> goes to <strong>NiroHelp \u2192 Agents<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Hot spots<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 <strong>Settings \u2192 General \u2192 Week Starts On<\/strong> says.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ask NiroHelp<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Ask<\/strong> in the header opens the admin assistant, which reads these same figures conversationally. See <a href=\"https:\/\/nirohelp.com\/docs\/reports-analytics\/ask-nirohelp\/\" target=\"_blank\" rel=\"noopener\">Ask NiroHelp<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Empty panels versus errors<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Panels say so in words when they have nothing to show &#8211; <em>&#8220;No topics exist yet.&#8221;<\/em>, <em>&#8220;No doc has been voted down yet.&#8221;<\/em> <strong>An empty panel means no data, not a broken screen.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The exceptions are the AI usage meter and the two AI log screens, which report an <strong>error<\/strong>. Those read data the AI service does not offer yet.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"nirohelp_product":[],"nirohelp_topic":[8],"class_list":["post-28","nirohelp_doc","type-nirohelp_doc","status-publish","hentry","nirohelp_topic-reports-analytics"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc\/28","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/nirohelp_doc"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=28"}],"wp:term":[{"taxonomy":"nirohelp_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_product?post=28"},{"taxonomy":"nirohelp_topic","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_topic?post=28"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}