What are the ticket statuses on the front page of Engage?

Learn how to interpret the key performance indicators on the Engage Dashboard

Key Metrics Displayed

• Total Open Tickets – The number of unresolved tickets.
• Tickets in Progress – Assigned tickets currently being worked on.
• Pending Tickets – Tickets awaiting a customer’s response.
• Reassigned Tickets – Tickets that have been shifted to a different agent.
  
  

Leaderboard

• Shows top-performing agents based on ticket responses.
• Displays rankings by Today, Yesterday, This Week, and Last Week.

Quick Actions

• Click on any ticket to open and respond.
• Use the Filter Options to sort tickets by status, priority, or platform.