Introduction
The Support Report is a dashboard view within ellocharlie's reporting module. It displays support operations data organized into semantic card sections that answer common questions about team performance, ticket volume, resolution times, and operational efficiency. The dashboard renders through an AI-guided block picker that selects appropriate visualizations (charts, tables, metrics, timeline elements) based on the analytical question being answered, ensuring the right chart type reaches you rather than defaulting to generic visualizations.
The system uses your accounts design vocabulary: all colors, spacing, fonts, shadows, and styling come from your brand's token set. This guarantees on-brand output across all generated dashboards while supporting light/dark mode switching and your configured font settings.
Accessing the Support Report
Step-by-Step Access
Click the Reporting link on the top navigation bar
Scroll to the Support section
Click the Support Report link
Alternatively, you can select Support Report directly from the admin menu.
The report displays alongside the Settings panel in the admin interface, giving you a full view of your support operations data.
Dashboard Structure
Dashboard Header
The dashboard header sits at the top of the report and contains:
Report title — identifies this as your Support Report
Generation timestamp — shows when the dashboard was last generated
"Edit with AI" prompt bar — allows you to refine the dashboard with natural-language amendments
To modify your dashboard, click the prompt bar to open a modal where you can request changes (for example, "add a card on ticket volume by priority" or "show resolution times by agent").
Card Layout & Responsiveness
Cards are the atomic unit of the dashboard. Each card is a self-contained block that answers a specific analytical question. Cards tile in a responsive grid layout:
Wide viewports — cards arrange in multiple columns for a comprehensive overview
Narrow viewports — cards stack into a single column for mobile and tablet viewing
Drag-to-reorder — on supported devices, you can reorder cards by dragging them to new positions
Within each card, you'll find:
Header area — card title, optional edit/menu affordances, and badge indicators (status, alert level)
Body — the visualization (chart, table, metric, or timeline)
Footer area — pagination controls (for table-like cards) or mini-controls (filters, toggles)
Report Sections & Card Types
Metric Cards
Metric cards display single KPIs in large text with optional visual indicators:
Large text display — shows counts, percentages, or ratios at a glance
Sparklines or trend arrows — indicate whether the metric is improving (↑) or declining (↓)
Common examples — "Avg. Resolution Time: 4.2h ↓" or "Total Tickets Resolved: 247"
Use metric cards to quickly assess the health of key performance indicators.
Chart Cards
Chart cards render visualizations based on the analytical question being answered:
Bar charts — ideal for ranked distributions and comparisons (e.g., tickets per agent)
Line charts — perfect for trends over time (e.g., ticket volume by day)
Area charts — show cumulative trends and spreads
All charts use your tenant's color palette — a fixed set of accessible colors from your brand's design tokens; no random or rainbow colors are generated
Charts automatically scale and adjust based on your data, ensuring readability across different data volumes.
Table Cards
Table cards display tabular data for detailed inspection:
Sortable columns — click column headers to sort data
Pagination controls — navigate through large datasets using footer pagination
Inline filtering — filter rows directly within the card (where available)
Table cards are useful when you need to see granular details or compare specific rows of data.
Timeline & Flow Cards
Depending on your report configuration, you may see:
Timeline cards — visualize sequences of events or stages in ticket lifecycle
Flow cards — show relationships and sequences (such as ticket routing or escalation paths)
Report Sections
Agents Section
The Agents section shows individual agent performance metrics. Use this to:
Monitor ticket volume — see how many tickets each agent has handled
Track productivity — assess workload distribution across your team
Identify top performers — recognize agents excelling in their roles
Spot performance gaps — identify team members who may need support or training
Compare performance — evaluate metrics side by side across your support team
Resolutions Section
The Resolutions section displays ticket resolution data. This includes:
Resolved vs. unresolved tickets — see the count and ratio of closed to open tickets
Resolution rates — view the percentage of tickets resolved over your selected time period
Closure trends — track how quickly tickets are being closed and whether speed is improving
Team efficiency insights — understand response times and operational efficiency
Insights Section
The Insights section provides operational analytics including:
Volume trends — visualize ticket activity over time to spot peak periods
Bottlenecks and patterns — identify recurring issues in ticket handling
Key performance indicators — view metrics relevant to your support operations
High-level summaries — spot issues quickly with executive-level overviews
Filtering and Customization
Filter by Agent
Drill down into a specific agent's performance:
Use the agent filter in the report interface
Select one or more agents to view their metrics
Compare individual performance or focus on a single team member
This is useful for performance reviews, identifying training needs, or recognizing top performers.
Filter by Date Range
Adjust the time period for your report:
Use the time-period selector in the report interface
Choose from daily, weekly, monthly, or custom date ranges
Apply the filter to update all cards in the report
Use date range filtering to track performance trends over time or compare specific periods (e.g., this month vs. last month).
Filter by Resolution Status
Focus on specific ticket outcomes:
Use the resolution status filter in the report interface
Filter to show only resolved tickets — focus on closed items
Filter to show only unresolved tickets — focus on open items
View combined metrics — see all tickets regardless of status
This helps you understand where your team's workload lies and prioritize accordingly.
Inline Card Filtering
Many cards support inline filtering:
Click filter icons within individual cards to refine that card's data
Apply multiple filters to narrow down to exactly what you need
Filters persist as you navigate, making it easy to drill down progressively
Understanding the Metrics
Each metric in the report measures a specific aspect of support performance:
Ticket Volume
Definition: Total number of tickets created during the selected period.
Use: Understand demand on your support team and identify peak periods. Compare volumes across different time periods to spot trends.
Resolution Rate
Definition: Percentage of tickets that have been closed or resolved during the period.
Use: Assess team efficiency and identify if your team is keeping up with incoming volume. A declining resolution rate may indicate bottlenecks or resource constraints.
Agent Workload
Definition: Number of tickets assigned to or handled by each agent.
Use: Ensure fair distribution of work across your team. Identify if any agent is overloaded or underutilized, and adjust assignments accordingly.
Performance Trends
Definition: How metrics change over time, helping you spot improvements or declines.
Use: Monitor whether your team's efficiency is improving or declining. Use trends to inform staffing decisions, process improvements, or training initiatives.
Data Scope & Permissions
Brand Coverage
The Support Report displays data only for tickets and agents associated with your brand coverage. If you manage multiple brands, the report shows metrics scoped to the brands you manage. You cannot see data from brands outside your coverage area.
Authentication & Permissions
The report respects your authentication and permissions. You see only the data relevant to your role and access level. Administrators see all data; support agents see only their own metrics and team-level summaries (depending on configuration).
Real-Time Updates
The report uses periodic updates to reflect current support activity. Metrics may take a few moments to update as new tickets are created or resolved.
To see the latest data:
Refresh the report — use your browser's refresh button or the refresh icon in the dashboard header
Wait for periodic updates — the system automatically refreshes metrics at regular intervals
Check the generation timestamp — the dashboard header shows when data was last updated
Common Use Cases
Monitor Team Performance
Review the Agents section weekly to:
Ensure workload is distributed fairly across your team
Identify if any team members need additional support or training
Recognize top performers and share their success with the team
Spot trends in individual productivity
Track Resolution Efficiency
Use the Resolutions section to:
Monitor how quickly your team closes tickets
Identify if resolution times are improving or declining
Spot bottlenecks that slow down ticket closure
Set and track resolution time targets
Identify Operational Trends
Check the Insights section regularly to:
Spot patterns such as peak ticket volumes on certain days or times
Identify recurring bottlenecks in your process
Adjust staffing or processes based on volume trends
Anticipate busy periods and plan accordingly
Prepare Reports for Leadership
Use the date range filter to:
Generate reports for specific periods (weekly, monthly, quarterly)
Compare metrics across periods to show progress
Export or screenshot the dashboard for sharing with management or stakeholders
Highlight key achievements and areas for improvement
Drill Down for Root Cause Analysis
Use filtering and drill-down to:
Identify a concerning metric in the high-level view
Filter by agent, date range, or resolution status to narrow the focus
Examine individual cards in detail to understand the root cause
Take corrective action based on your findings
FAQ
Q: Why don't I see data in the report?
A: Ensure you have support tickets in your system and that you have the appropriate permissions to view the admin interface. The report only displays data for your assigned brands. If you're new to the system or have just set up your support workflow, you may need to wait for tickets to be created before data appears.
Q: Are the metrics updated in real time?
A: The report updates periodically to reflect current activity. Metrics may take a few moments to update as new tickets are created or resolved. If you don't see recent changes, try refreshing the report using your browser's refresh button or the refresh control in the dashboard header.
Q: Can I export or share the report?
A: Check the report interface for export or sharing options. Availability depends on your account configuration. You can typically screenshot the dashboard or use your browser's print-to-PDF feature to create a shareable document.
Q: Why is my agent's data missing?
A: Agents only appear in the report if they have handled tickets during the selected date range. If an agent is new or hasn't been assigned tickets yet, they won't show metrics. Try expanding your date range or checking that the agent has been assigned to tickets.
Q: How do I compare performance across different time periods?
A: Generate separate reports for each time period using the date range filter, then compare the metrics side by side. You can open the report in multiple browser tabs to view two time periods simultaneously, or take screenshots to compare offline.
Q: Can I customize which cards appear in my report?
A: Yes. Click the "Edit with AI" prompt bar at the top of the dashboard and describe the changes you'd like (for example, "remove the timeline card" or "add a card showing tickets by priority"). The system will regenerate your dashboard with your requested modifications.
Q: What if I want to drill down into a specific metric?
A: Use the filtering options (agent, date range, resolution status) to narrow your view. Many cards also support inline filtering—click filter icons within individual cards to refine that card's data. This allows you to progressively drill down to find the root cause of any issue.
Q: How do I know if my team's performance is improving?
A: Use the Performance Trends metric and compare reports across different time periods. Look for trend arrows (↑ or ↓) on metric cards and examine chart cards that show data over time. If resolution rates are increasing and resolution times are decreasing, your team is improving.
Q: Can I set performance targets or alerts?
A: Check your account configuration for alert or target-setting features. Contact your administrator or support team for guidance on configuring performance targets specific to your organization's goals.
Accessing the Support Report
Click the Reporting link on the top nav, scroll to the Support section and click the Support report.
Select Support Report from the admin menu
The report displays alongside the Settings panel in the admin interface
Report Sections
Agents
The Agents section shows individual agent performance metrics. Use this to:
Monitor how many tickets each agent has handled
Track agent productivity and workload distribution
Identify top performers and those who may need support
Compare performance across your support team
Resolutions
The Resolutions section displays ticket resolution data. This includes:
Number of tickets resolved vs. unresolved
Resolution rates over your selected time period
Trends in how quickly tickets are being closed
Insight into team efficiency and response times
Insights
The Insights section provides operational analytics including:
Volume trends showing ticket activity over time
Bottlenecks or patterns in ticket handling
Key performance indicators relevant to your support operations
High-level summaries to help you spot issues quickly
Filtering and Customization
Filter by Agent
Drill down into a specific agent's performance:
Use the agent filter in the report interface
Select one or more agents to view their metrics
Compare individual performance or focus on a single team member
Filter by Date Range
Adjust the time period for your report:
Select your desired date range using the time-period selector
Reports can cover daily, weekly, monthly, or custom date ranges
Use this to track performance trends over time or compare specific periods
Filter by Resolution Status
Focus on specific ticket outcomes:
Filter to show only resolved tickets
Filter to show only unresolved tickets
View combined metrics or isolate specific statuses
Understanding the Metrics
Each metric in the report measures a specific aspect of support performance:
Ticket Volume: Total number of tickets created during the period
Resolution Rate: Percentage of tickets that have been closed or resolved
Agent Workload: Number of tickets assigned to or handled by each agent
Performance Trends: How metrics change over time, helping you spot improvements or declines
Data Scope
The Support Report displays data only for tickets and agents associated with your brand coverage. Multi-brand accounts will see metrics scoped to the brands you manage. The report respects your authentication and permissions—you see only the data relevant to your role.
Real-Time Updates
The report uses periodic updates to reflect current support activity. Metrics may take a few moments to update as new tickets are created or resolved. Refresh the report to see the latest data if needed.
Common Use Cases
Monitor Team Performance
Review the Agents section weekly to ensure workload is distributed fairly and identify if any team members need additional support or training.
Track Resolution Efficiency
Use the Resolutions section to monitor how quickly your team closes tickets and identify if resolution times are improving or declining.
Identify Operational Trends
Check the Insights section regularly to spot patterns—such as peak ticket volumes on certain days or recurring bottlenecks—so you can adjust staffing or processes accordingly.
Prepare Reports for Leadership
Use the date range filter to generate reports for specific periods (weekly, monthly, quarterly) to share with management or stakeholders.
Troubleshooting
Q: Why don't I see data in the report?
A: Ensure you have support tickets in your system and that you have the appropriate permissions to view the admin interface. The report only displays data for your assigned brands.
Q: Are the metrics updated in real time?
A: The report updates periodically to reflect current activity. If you don't see recent changes, try refreshing the report.
Q: Can I export or share the report?
A: Check the report interface for export or sharing options. Availability depends on your account configuration.
Q: Why is my agent's data missing?
A: Agents only appear in the report if they have handled tickets during the selected date range. If an agent is new or hasn't been assigned tickets yet, they won't show metrics.
Q: How do I compare performance across different time periods?
A: Generate separate reports for each time period using the date range filter, then compare the metrics side by side.