# Default Dashboards

## General

The general analytics page contains all standard support metrics, including:

* Total issues
* Issue volume over time
* Issue volume by week, month, and top customers
* Issue volume by time of day and day of week
* Issue volume by source, tag, assignee
* Issues solved within the week
* Average number of touches per issue
* Average time in status per issue

The general analytics page also contains a table of all customers and aggregate metrics for each, including issue volume, and time to first response and resolution percentiles.

## CSAT

The CSAT analytics page contains data about customer satisfaction score, including:

* Average CSAT score
* Satisfaction rate
* CSAT survey response rate
* CSAT survey submissions
* CSAT survey responses
* Average CSAT over time
* Average CSAT by assignee
* CSAT score distribution

The CSAT analytics page also contains a table of all raw CSAT scores and responses, so individual issues can be drilled into.

## Community

For customers who have Pylon's community features, the community analyics dashboard shows:

* Total community members
* Total issues raised from the community
* Percentiles of time to first response and resolution for community issues
* Community issue volume over time
* Time to first response and resolution for community issues over time

## Workforce

The workforce analytics tab contains data about team member workload and performance, including:

* Issue volume over time per assignee
* Issue volume by source per assignee
* Median time to first response per assignee
* Median time to resolution per assignee
* Median handle time per assignee

## SLA

The SLA analytics tab contains data about SLA violations and adherence, including:

* Median time to first response and resolution
* Median time to first response and resolution over time (including and excluding support hours)
* Percentage of issues with an SLA adhering to first response SLA and resolution SLA

The SLA analytics page also contains a table of all issues with SLA violations, so individual issues can be drilled into.

## AI Agent Analytics

The AI agent analytics page contains data about AI agent performance and effectiveness, including:

* Assign rate and assist rate for AI agents
* Resolution rate and escalation rate over time
* Issues assigned vs not assigned and escalated vs resolved
* Satisfaction rate and CSAT score distribution for AI interactions