{"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":"2026-09-09T04:26:07","modified_gmt":"2026-09-09T04:26:07","slug":"the-dashboard","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/reports-analytics\/the-dashboard\/","title":{"rendered":"The dashboard"},"content":{"rendered":"<p><strong>NiroHelp \u2192 Dashboard<\/strong> is the landing page of the NiroHelp menu and the first<br \/>\nscreen a support manager sees. It answers, in order: what happened, what do I do<br \/>\nnow, and where is this heading.<\/p>\n<p>Every panel reads your own site&#8217;s figures. Nothing on this screen waits on the<br \/>\nAI service, so a slow connection cannot stall it.<\/p>\n<h2>The date range<\/h2>\n<p>One control in the header \u2014 <strong>7 \/ 30 \/ 90 days<\/strong> \u2014 drives every panel that has<br \/>\na window. <strong>Reset<\/strong> puts it back to the default.<\/p>\n<h2>Today&#8217;s briefing<\/h2>\n<p>A written summary rather than another chart: how much came in, what is waiting,<br \/>\nhow much the auto responder handled, and your biggest documentation gap.<\/p>\n<p><strong>It is generated once a day, at 6am your site time, not when you open the<br \/>\npage.<\/strong> The card says so, and shows when it was written, so nobody reads it as a<br \/>\nlive number.<\/p>\n<p>Two cases where it falls back to plain figures instead of prose:<\/p>\n<ul>\n<li><strong>Too little activity to summarise.<\/strong> You get open, waiting, resolved and<br \/>\n  median first reply, labelled <em>&#8220;from your figures&#8221;<\/em>.<\/li>\n<li><strong>You changed the date range<\/strong> to one the stored summary was not written for.<br \/>\n  Better than describing a 7-day window with 90-day prose.<\/li>\n<\/ul>\n<h2>The headline figures<\/h2>\n<p>Eight tiles, each with its change against the previous window:<\/p>\n<table>\n<thead>\n<tr>\n<th>Tile<\/th>\n<th>What it counts<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Open tickets<\/td>\n<td>Everything not resolved, closed or cancelled.<\/td>\n<\/tr>\n<tr>\n<td>Waiting on us<\/td>\n<td>Tickets where the ball is in your team&#8217;s court.<\/td>\n<\/tr>\n<tr>\n<td>Median first reply<\/td>\n<td>Time from a ticket arriving to the first agent reply.<\/td>\n<\/tr>\n<tr>\n<td>Resolved<\/td>\n<td>Resolved inside the window.<\/td>\n<\/tr>\n<tr>\n<td>Docs published<\/td>\n<td>Published docs in the library.<\/td>\n<\/tr>\n<tr>\n<td>Doc helpfulness<\/td>\n<td>The share of doc votes that were positive.<\/td>\n<\/tr>\n<tr>\n<td>AI deflection<\/td>\n<td>Chatbot conversations that never became a ticket.<\/td>\n<\/tr>\n<tr>\n<td>AI replies sent<\/td>\n<td>Auto-responder replies posted in the window.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>Client sentiment<\/h2>\n<p>A positive \/ negative \/ neutral split for the window, beside the briefing.<\/p>\n<h2>Tickets \u2014 three queues<\/h2>\n<p>Triage, ordered so the first thing you look at is the first thing to do:<\/p>\n<table>\n<thead>\n<tr>\n<th>Queue<\/th>\n<th>Ordering<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Needs attention<\/strong><\/td>\n<td>By risk<\/td>\n<\/tr>\n<tr>\n<td><strong>Needs reply<\/strong><\/td>\n<td>Oldest first<\/td>\n<\/tr>\n<tr>\n<td><strong>New tickets<\/strong><\/td>\n<td>Last 24 hours<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>Each links through to the matching ticket list.<\/p>\n<h2>Recent activity<\/h2>\n<p>A merged feed of ticket events, published docs and AI replies \u2014 raised, closed,<br \/>\nanswered by the auto responder, now live in the knowledge base. Filter it by<br \/>\nAll, Tickets, Docs or AI.<\/p>\n<h2>AI performance<\/h2>\n<p><strong>Tickets answered by AI<\/strong> lists the auto responder&#8217;s replies with their<br \/>\nconfidence score and what happened next \u2014 <em>No follow-up needed<\/em> or <em>Agent took<br \/>\nover<\/em>. <strong>A high take-over rate is your signal to raise the confidence<br \/>\nthreshold<\/strong>, and the card links straight to that setting.<\/p>\n<p><strong>Chatbot responses<\/strong> shows how many visitors asked, how many were resolved<br \/>\nwithout a ticket, how many escalated into one and how many walked away<br \/>\nmid-conversation, plus the top questions.<\/p>\n<h2>Docs \u2014 four panels<\/h2>\n<table>\n<thead>\n<tr>\n<th>Panel<\/th>\n<th>Shows<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Most read<\/strong><\/td>\n<td>Docs by view count. Previews and views by people who can edit the doc are not counted.<\/td>\n<\/tr>\n<tr>\n<td><strong>Gaps<\/strong><\/td>\n<td>Searches that returned nothing, busiest first \u2014 the docs you have not written yet.<\/td>\n<\/tr>\n<tr>\n<td><strong>Rated down<\/strong><\/td>\n<td>Docs readers voted down.<\/td>\n<\/tr>\n<tr>\n<td><strong>Topics<\/strong><\/td>\n<td>Docs per topic, so an empty chapter is visible.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>Gaps is the panel worth acting on.<\/strong> Every time someone searches your docs and<br \/>\nfinds nothing, the phrase is recorded. It is your readers telling you what to<br \/>\nwrite next.<\/p>\n<h2>Agents<\/h2>\n<p>Per-agent load \u2014 open against their cap, an at-capacity badge, median first<br \/>\nreply and resolve times, and how much of their volume the AI helped with.<br \/>\nUnassigned tickets get their own row so nothing hides. <strong>Manage agents<\/strong> goes to<br \/>\n<strong>NiroHelp \u2192 Agents<\/strong>.<\/p>\n<h2>Hot spots<\/h2>\n<p>Three heatmaps by hour of day over the selected window: tickets, agent replies<br \/>\nand chatbot conversations. Each labels its own peak. The week starts on<br \/>\nwhichever day your <strong>Settings \u2192 General \u2192 Week Starts On<\/strong> says.<\/p>\n<h2>Ask NiroHelp<\/h2>\n<p><strong>Ask<\/strong> in the header opens the admin assistant, which reads these same figures<br \/>\nconversationally. See <a href=\"https:\/\/nirohelp.com\/docs\/reports-analytics\/ask-nirohelp\/\">Ask NiroHelp<\/a>.<\/p>\n<h2>Empty panels versus errors<\/h2>\n<p>Panels say so in words when they have nothing to show \u2014 <em>&#8220;No topics exist<br \/>\nyet.&#8221;<\/em>, <em>&#8220;No doc has been voted down yet.&#8221;<\/em> <strong>An empty panel means no data, not<br \/>\na broken screen.<\/strong><\/p>\n<p>The exceptions are the AI usage meter and the two AI log screens, which report<br \/>\nan <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}]}}