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FusionDesk dashboards give you a live, at-a-glance view of the metrics that matter most to your team. Whether you’re a support manager tracking SLA performance, an agent monitoring your own queue, or an executive reviewing weekly ticket trends, you can build a dashboard tailored exactly to your needs — without writing a single query.

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Default Dashboards

When you first log in, FusionDesk provides three pre-built dashboards to help you get started immediately:

Overview

A high-level snapshot of your entire workspace: total open tickets, tickets created today, average first response time, and active agents.

Agent Performance

Individual and team-level metrics including tickets resolved per agent, average handle time, customer satisfaction scores, and first-contact resolution rate.

SLA Compliance

Tracks first response SLA and resolution SLA compliance rates across all priorities, with a breakdown by group and breach count.
Default dashboards are read-only and refresh every 60 seconds. You can duplicate any default dashboard to use it as the starting point for a custom version.

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Creating a Custom Dashboard

1

Navigate to Analytics

Click Analytics in the left navigation panel, then select Dashboards from the sub-menu.
2

Start a new dashboard

Click the + New Dashboard button in the top-right corner. Enter a name for your dashboard and an optional description, then click Create.
3

Add widgets

Your new empty dashboard canvas opens. Click + Add Widget to open the widget library. Browse or search for the metrics you want to display, then click a widget to add it to the canvas.
4

Configure each widget

Click the pencil icon on any widget to open its configuration panel. Set the date range, filters (by group, agent, ticket priority, or tag), and display type (bar chart, line graph, number, or table).
5

Arrange the layout

Drag widgets to reorder them on the canvas. Resize any widget by dragging its bottom-right corner. FusionDesk snaps widgets to a grid for a clean layout.
6

Save your dashboard

Click Save Dashboard in the top-right. Your dashboard is now available in the Dashboards list and updates in real time.

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Available Widgets

The following widgets are available in the widget library:

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Sharing Dashboards with Team Members

To share a dashboard:
  1. Open the dashboard you want to share.
  2. Click the Share icon in the top-right toolbar.
  3. Choose one of the sharing options:
    • Specific members — search for teammates by name and select their access level (View or Edit).
    • Entire group — share with all members of a selected department or group.
    • Anyone in workspace — all workspace members can view but not edit.
  4. Click Apply. Shared members can access the dashboard from their Dashboards list.
Only the dashboard owner and Admins can delete a shared dashboard. Agents with View access can duplicate it to create their own private copy.

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Setting a Dashboard as Your Homepage

You can set any dashboard as the first screen you see when you log in to FusionDesk:
  1. Open the dashboard you want to use as your homepage.
  2. Click the ⋯ More menu in the top-right corner.
  3. Select Set as Homepage.
Your selection is saved per user and does not affect other team members’ homepages.
Pin your top three or four KPI widgets — ticket volume, SLA compliance, average resolution time, and CSAT score — at the top row of your homepage dashboard. This gives you an instant health check every time you open FusionDesk, without scrolling through detailed charts.