Agent Home Page

The Agent Home Page is the default dashboard for support agents in Frappe Helpdesk. It provides a personalized overview of assigned work, performance metrics, pending tickets, and customer feedback, helping agents prioritize tasks and monitor their productivity throughout the day.

The dashboard is fully customizable, allowing every agent to arrange widgets based on their own workflow and preferences.

Dashboard Overview

The Agent Home Page acts as a central workspace by bringing together the most important ticket and performance information into a single view.

Depending on your permissions and assigned work, the dashboard can display ticket metrics, response times, pending work, and customer reviews.

Key Features

• Customizable Layout — Drag, resize, reorder, or remove widgets.
• Real-time Data — Metrics are fetched directly from Helpdesk to display the latest information.
• Time Filters — Most widgets support multiple date ranges for trend analysis.
• Quick Navigation — Click tickets or metrics to open related records instantly.

Available Dashboard Widgets

My Tickets

The My Tickets widget displays the total number of tickets currently assigned to you during the selected time period.

The widget includes:

• Total assigned tickets
• Ticket trend line chart
• Percentage increase or decrease compared to the previous period

Average First Response Time

This widget measures how quickly you send the first reply after a ticket is assigned or created.

It displays:

• Average first response time
• Historical trend chart
• Percentage improvement or decline

Average Resolution Time

The Average Resolution Time widget tracks the average time required to completely resolve customer tickets.

The widget includes:

• Average resolution duration
• Performance trend chart
• Comparison with the previous period

Average Time Metrics

This widget compares both response time and resolution time in a single chart.

Supported time ranges include:

• Last 3 Months
• Last 6 Months
• Last 1 Year

This comparison makes it easier to identify long-term performance trends and operational bottlenecks.

Pending Tickets

The Pending Tickets widget highlights tickets that require immediate attention.

It is divided into three sections:

• SLA Alerts — Tickets approaching or exceeding SLA deadlines.
• Pending — Tickets waiting for an agent response.
• Recent — Newly assigned tickets from the last 24 hours.

Each ticket displays useful information including:

• Ticket ID
• Subject
• Status
• Priority
• Assigned Team
• Reason for appearing in the list

Reviews

The Reviews widget summarizes customer feedback received on your resolved tickets.

The widget contains two sections:

• Summary — Displays average rating, total reviews, rating distribution, and overall performance.
• Feedback — Shows individual customer reviews in a carousel for quick browsing.

Reviews can be filtered by:

• All Time
• Last Week
• Last Month
• Last 3 Months

Agents can also sort reviews to view either positive or negative feedback first.

Customizing the Dashboard

Every agent can personalize the dashboard by rearranging widgets and choosing which information is displayed.

Edit Layout

1. Click Edit in the dashboard header.
2. Drag widgets to move them to a different position.
3. Resize widgets using the resize handle in the bottom-right corner.
4. Click the Delete icon on a widget to remove it from the dashboard.

Adding Widgets

1. Enter Edit mode.
2. Click the New button.
3. Select the widget you want to add.
4. The widget is added to the dashboard and can be positioned anywhere on the grid.

Saving Changes

After customizing the dashboard, you can choose one of the following actions:

• Save — Applies the new layout to your profile.
• Cancel — Discards all unsaved changes.
• Reset — Restores the default dashboard layout.

Time-based Filters

Most dashboard widgets support date filters that allow agents to analyze performance across different time periods.

Depending on the widget, available filters may include:

• Last Week
• Last Month
• Last 3 Months
• Last 6 Months
• Last 1 Year
• All Time

Quick Navigation

Many widgets contain clickable metrics and ticket entries that open the related ticket or filtered ticket list directly.

This allows agents to move from dashboard insights to ticket actions without additional searching.

Best Practices

• Arrange frequently used widgets near the top of your dashboard.
• Review SLA Alerts regularly to avoid SLA breaches.
• Monitor First Response and Resolution Time to improve performance.
• Review customer feedback periodically to identify areas for improvement.
• Use time filters to compare performance trends over longer periods.