I led the full product lifecycle for a comprehensive Help Desk Dashboard used by internal teams, customers, and agents to manage tickets, communication, performance, and operational health in real time. The dashboard centralizes core support functions and provides actionable insights that improve team efficiency and customer satisfaction.

Home Page (Primary Landing Experience)

• Designed a personalized Home page with dynamic greetings, user-specific shortcuts, and fast access to key actions (create ticket, view messages, open reports).
  
  
• Built a Recent Activity Feed that tracks new tickets, messages, customer interactions, and system updates—with filtering by activity type.
  
  
• Implemented a Notifications Center showing assignments, escalations, and urgent alerts, including quick actions (mark as read, dismiss).
  
  
• Added fully customizable shortcuts, allowing agents and managers to tailor their workflow experience.
  
  

Overview Page (High-Level Operations Summary)

• Created a centralized view of help desk performance including:
  
  
  • Ticket Summary: Total tickets by status with trend charts.
    
    
  • Message Summary: Volume and status of messages across email, chat, social media, and other channels.
    
    
  • Agent Performance Dashboard: Ticket counts, response times, resolution rates, and a performance leaderboard.
    
    
  • Customer Satisfaction Metrics: CSAT, feedback logs, and long-term satisfaction trends.
    
    
  • SLA Monitoring: Real-time compliance status, risk alerts, and breach notifications.
    
    

Key Metrics Page (Deep-Dive Analytics & Reporting)

Delivered a full analytics suite enabling managers to make data-driven decisions:

Ticket Metrics

• Average response and resolution times
  
  
• Ticket backlog tracking over time
  
  
• Automated alerts for aging or overdue tickets
  
  

Message Metrics

• Average response times per communication channel
  
  
• Daily/weekly message volume
  
  
• SLA response-rate monitoring
  
  

Agent Metrics

• Tickets resolved per agent
  
  
• First-contact resolution rate
  
  
• Agent availability & productivity insights
  
  

Customer Metrics

• CSAT and NPS tracking
  
  
• Feedback volume and sentiment indicators
  
  

Operational Metrics

• System uptime monitoring
  
  
• Integration health (CRM, email, chat platforms)
  
  
• Error rate tracking with automated reporting
  
  

Visual Reporting & Exports

• Interactive charts and visuals for trend analysis
  
  
• Customizable report builder (date range, agent, channel, status)
  
  
• One-click exports to CSV and PDF
  
  

Impact

• Improved visibility for managers across all support KPIs.
  
  
• Streamlined agent workflow and accelerated ticket resolution times.
  
  
• Enabled leadership to track customer satisfaction and operational health in real time.
  
  
• Increased productivity through personalized shortcuts and automated reporting.