> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/reporting-and-analytics/default-dashboards.md). # Default Dashboards Prebuilt dashboards with all your typical metrics. ## General The General dashboard contains standard support metrics: * All time accounts and All time issues * Issues created, Issues solved, and Issues unsolved * Reopened tickets * Issue volume by day created * Issues by hour of day and Issues by day of week * Issues by source and Issues by tag * Issue volume over time: weekly issues created and closed * Median response & resolution time * Issues solved within a week by week * Mean number of touches per issue by source * Median time in each status by week The dashboard also contains a **Top accounts by issue count** table with each account's open, closed, and total issues, average resolution time, and touches. ## CSAT The CSAT dashboard contains data about customer satisfaction: * Average CSAT score * Satisfaction rate * Survey response rate * Good CSAT surveys and Bad CSAT surveys * Tickets vs surveys sent vs responses, grouped by issue creation week * Survey feedback: ratings grouped by sentiment and whether the customer also left written feedback * Surveys submitted over time * Average score over time * CSAT score distribution Most CSAT charts are based on ratings submitted during the selected date range. The dashboard also contains a **CSAT Issues** table with each rated issue's title, submission time, assignee, score, feedback, and account, so you can drill into individual responses. ## NPS Net Promoter Score tracking through survey responses and score distribution. * Net promoter score: % of Promoters (score ≥9) minus % of Detractors (score ≤6), across all submitted responses * Survey response rate * Promoters (score 9–10), Passives (score 7–8), and Detractors (score ≤6) * Promoters, passives & detractors over time (weekly) * NPS response distribution: count of responses at each score * Surveys sent vs responses (weekly) The NPS dashboard also contains an **NPS survey responses** table with each response's submission time, contact, score, NPS category, feedback, and account, so you can drill into individual responses. ## Community For customers who have Pylon's community features, the Community dashboard shows: * Total accounts, Total members, and Total issues from the community * Time to first response, Time to resolution, and Time to next response at the p50, p90, and p99 percentiles * Issues over time * Last activity: community accounts by the date of their last customer activity * Time to first response, Time to resolution, and Time to next response over time * A **Community accounts** table * An **Accounts without a Slack channel** table ## Workforce The Workforce dashboard covers response times, SLA performance, and team member workload. Response and resolution times: * Business hours time to first response * Business hours time to resolution * First response time buckets and Resolution time buckets: issue counts grouped into <1h, 1–4h, 4–8h, 8–24h, 1–3d, and 3d+ of business-hours time * Business hours response and resolution time: weekly first response and resolution time SLA performance: * SLA achievement rate: percentage of issues where every SLA met its target, out of issues that have an SLA. In-progress issues aren't counted as achieved. * SLA breached tickets: percentage of issues where at least one SLA breached, out of issues that have an SLA * Active breached tickets: open tickets that have at least one breached SLA * Percent issues with first response time breach, Percent issues with resolution time breach, and Percent issues with next response time breach * Achieved vs breached over time * SLA breach rate by hour of day and SLA breach rate by day of week Team members: * Business hours time to first response by assignee * Business hours time to resolution by assignee * Handle time by user, described below * **Assignee overview** table: each assignee's issues, resolved and open issues, median business hours time to first response and resolution, and breach rate. Breach rate is the percentage of an assignee's issues where at least one SLA missed its target, out of their issues that have an SLA. * **Out of office and away time by user** table: time each user's Pylon status was out of office or away in the selected period, whether set manually or from a connected calendar The business hours time to first response and resolution charts, including the weekly and by-assignee versions, show the median by default. To see the P90, P95, or P99 instead, open the chart's menu and choose **Percentile**. For workspaces with [Active Time](/pylon-docs/support-workflows/slas-and-timers/active-time.md), the dashboard shows **Average business hours active time per issue by user**. This credits the person who worked the issue, even when someone else is the assignee, and uses an average rather than a median. Without Active Time, the dashboard shows **Median business hours handle time** by assignee: the median support-hours time in New plus the median support-hours time in On you. This measures time in status rather than time actively spent working. ## SLA The SLA dashboard contains the **SLA Breached Issues** table: every issue that breached its first response, resolution, or next response SLA, with its creation time, title, time to first response, time to resolution, time to next response, and account. Use it to drill into individual SLA violations. SLA charts, such as achievement rate, breach rates, and response and resolution times, are on the [Workforce](#workforce) dashboard. ## Support agent The **Support agent** dashboard appears once your workspace has at least one Support Agent. It covers all of your Support Agents. To see a single agent, open the agent's **Analytics** page under **Settings > AI controls > Agents**. Depending on your Support Agent version, the dashboard shows one of two layouts. Weekly charts: * Support Agent Resolution Rate (Assigned Tickets): resolution, assist, and escalation rates as a share of issues assigned to the agent * Support Agent Resolution Rate (All Tickets): resolution, assign, assist, and escalation rates as a share of all issues * Satisfaction rate over time * Issues assigned by outcome * Resolution volume by question type, if you use the Question Type field Single-number tiles and breakdowns: * Assign rate, assist rate, resolution rate, and escalation rate * Issues assigned vs not assigned * Breakdown of issues assisted * Issues escalated vs resolved * Breakdown of agent escalations * Satisfaction rate and CSAT score distribution The satisfaction charts appear only if one of your triggers sends a CSAT survey. Issues count toward the date range in which they were created. Resolution rate means different things on the weekly charts and on the tile. See [Metric definitions](/pylon-docs/agents/support-agent/monitor-and-iterate.md#metric-definitions) for how each rate is calculated and what counts as resolved or escalated. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.usepylon.com/pylon-docs/reporting-and-analytics/default-dashboards.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. 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