How to Use WPS Data Board on macOS

Use WPS Data Board on macOS with 5 how-to topics, all completed in the service desk management console; choose a topic from the index and follow the steps.

How-to Index

How-to Guide

1. Open the Data Board page

Entry path: Workspace → Service Desk → Manage Service Desk → Data Board

1. Click the Workspace icon in the left navigation bar.
2. Click the Service Desk icon to open the service desk home page.
3. Click Manage Service Desk.
4. Click Data Board in the left navigation menu.

Success Criteria

• Interface result: The Data Board page opens.
• You can continue to: Review ticket trends, agent efficiency, knowledge base quality, and satisfaction surveys.

Tips While Using

• You need permission to access the service desk management console first.
• Data loading depends on a working network connection.

2. Review ticket trends

Entry path: Service Desk Management Console → Data Board → Ticket Trends

1. Open the Data Board page. The Ticket Trends view is shown by default.
2. Set the start date and end date at the top of the page.
3. Review metrics such as bot interception rate, average daily created tickets, and average daily escalated tickets.
4. Review the trend chart below for ticket volume and resolved tickets over time.

Success Criteria

• Interface result: The page shows ticket trend metrics and a trend chart.
• You can continue to: Adjust the date range and review data for different periods.

Tips While Using

• The selected date range affects the current results.
• The page shows statistics after service desk operation data is available.

3. Review agent efficiency

Entry path: Service Desk Management Console → Data Board → Agent Efficiency

1. Open the Data Board page.
2. Click the Agent Efficiency tab.
3. Review metrics such as handled ticket volume, response time, and resolution time.

Success Criteria

• Interface result: The page shows agent efficiency statistics.
• You can continue to: Combine the results with the selected date range for further analysis.

Tips While Using

• Check whether the date range at the top matches your analysis needs before reviewing the data.

4. Review knowledge base quality

Entry path: Service Desk Management Console → Data Board → Knowledge Base Quality

1. Open the Data Board page.
2. Click the Knowledge Base Quality tab.
3. Review quality metrics such as question matching rate and user satisfaction.

Success Criteria

• Interface result: The page shows knowledge base quality data.
• You can continue to: Switch to other tabs for comparison.

Tips While Using

• The displayed results change with the current date range.

5. Review satisfaction surveys

Entry path: Service Desk Management Console → Data Board → Satisfaction Survey

1. Open the Data Board page.
2. Click the Satisfaction Survey tab.
3. Review the overall satisfaction score and the distribution across dimensions.

Success Criteria

• Interface result: The page shows satisfaction survey statistics.
• You can continue to: Combine this view with other tabs to evaluate service quality.

Tips While Using

• The date range filter remains in effect when you switch tabs.