How to Use WPS Data Board on Windows

Use Data Board with 5 how-to topics, all available without membership; the index below links to opening the page, reviewing ticket trends, checking agent efficiency, reviewing knowledge base quality, and reviewing satisfaction surveys.

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 pane.
2. Click Service Desk to open the service desk home page.
3. Click Manage Service Desk.
4. In the left navigation menu, click Data Board.

Success Criteria

• Interface result: The left navigation highlights Data Board, and the main area shows dashboard content.
• Next action available: You can continue to switch between ticket trends, agent efficiency, knowledge base quality, and satisfaction surveys.

Tips While Using

• Common mistake: If you do not enter Manage Service Desk first, you may not see Data Board in the left menu.
• Environment note: Your account needs permission to access the service desk management backend.

2. Review ticket trends

Entry path: Service desk management backend → 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 key metrics such as robot interception rate, average daily created tickets, and average daily escalated tickets.
4. Review the trend chart below to understand ticket volume changes and resolution trends.

Success Criteria

• Interface result: The page shows ticket trend metrics and a trend chart.
• Next action available: You can adjust the date range and review updated results.

Tips While Using

• Common mistake: If you skip the date range setting, the comparison period may not match your expectation.
• Environment note: Results depend on existing service desk ticket data.

3. Check agent efficiency

Entry path: Service desk management backend → Data Board → Agent Efficiency

1. On the Data Board page, click the Agent Efficiency tab.
2. Review the agent efficiency statistics shown on the page.
3. Focus on metrics such as ticket volume, response time, and resolution time for each agent.

Success Criteria

• Interface result: The page switches to the agent efficiency view and displays related statistics.
• Next action available: You can continue analyzing agent performance across different date ranges.

Tips While Using

• Common mistake: If you stay on the default tab, you may confuse ticket trend data with agent efficiency data.
• Environment note: The page requires existing agent handling records.

4. Review knowledge base quality

Entry path: Service desk management backend → Data Board → Knowledge Base Quality

1. On the Data Board page, click the Knowledge Base Quality tab.
2. Review the quality evaluation data shown on the page.
3. Focus on metrics such as question match rate and user satisfaction to evaluate content effectiveness.

Success Criteria

• Interface result: The page switches to the knowledge base quality view and shows the related metrics.
• Next action available: You can compare this view with other tabs to review service quality from multiple angles.

Tips While Using

• Common mistake: If the knowledge base has limited content, some metrics may not have enough samples.
• Environment note: Results depend on knowledge base usage data and user feedback data.

5. Review satisfaction surveys

Entry path: Service desk management backend → Data Board → Satisfaction Survey

1. On the Data Board page, click the Satisfaction Survey tab.
2. Review the satisfaction survey statistics shown on the page.
3. Check the overall satisfaction score and the distribution across dimensions.

Success Criteria

• Interface result: The page switches to the satisfaction survey view and shows score and distribution data.
• Next action available: You can adjust the date range and review changes across different periods.

Tips While Using

• Common mistake: If you ignore the date range at the top, you may misread the current reporting period.
• Environment note: Complete statistics require existing satisfaction survey results.