Currently one of the first things Agents see is a mood widget on the dashboard saying no tickets escalated. That widget is confusing if the SLA system is not in use however. Only show that widgets if SLAs exist. Otherwise one may assume that anyone can elevate tickets, which they can’t, or that they are performing well, when they aren’t, or that the users who create tickets can themselves elevate tickets, which they can’t.
3 Likes
+1
Great Idea! I’d enhance this. If a group filter is applied to the SLAs only show the mood widget if the agent is part of that group.
cheers
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