TeamDynamix: Use the Live Ticket Dashboard

This guide helps TDX agents, group managers, and department managers navigate the Live Ticket Dashboard to view ticket data, see key metrics, and apply filters.
 

In This Article:

 

Accessing the Dashboard

The dashboard is built in Tableau, but you do not need any prior experience or a license—simply follow the steps below to access it.

  1. Go to the TDX Live Ticket Dashboard.
  2. Sign in with your Onyen credentials at the SSO prompt. 
  3. If prompted, approve the Duo authentication.

 

Using the Dashboard

After you have accessed the dashboard, you can use it as follow:

 

Filters

You can use filters to narrow down or refine the results.  The following filters are available on the dashboard.

Filter Definition 
Ticket Created Date Range Date the ticket was created in TDX
Initial Responsibility Group Group initially assigned the ticket
Responsibility Group Group that resolved the ticket
Division Division of the requestor who submitted the ticket
Department Department of the requestor who submitted the ticket

Apply Filters:

  1. Click a filter dropdown (for example, Division).
  2. Select or clear the desired options from the dropdown.
  1. At the bottom of the dropdown window, select Apply to update the dashboard.

Reset Filters:

  • Reset filters using the reset icon (funnel) on the filter name or the Tableau Undo button.

 

Metrics

Metrics provide quick insights into performance. The following metrics are displayed on the dashboard. 

Metric Definition
Avg. Business Days from Open to Closed Average number of business days (excluding weekends and holidays) to resolve tickets.
Total Ticket Count Number of TDX tickets entered since July 1, 2024.
Daily Ticket Average Average number of TDX tickets received per day since July 1, 2024.

 

Pie Charts

The pie charts show proportional breakdowns of tickets. The following pie charts are displayed on the dashboard.

Pie Chart Definition 
Group Reassignment Count Number of times tickets were reassigned.
Source How tickets were submitted (phone, chat, etc.).
Status Current ticket status (open, resolved, cancelled, etc.).
Requestor Affiliation Affiliation of the requestor (student, staff, etc.).

How to use:

  • Select a pie chart segment to filter the rest of the dashboard.
  • Hover over a segment to view the value.

 

Bar and Line Graphs

Bar and line graphs show ticket volume and distribution. The following graphs are on the dashboard.

Graph Definition
Ticket Created Date Range Shows the number of tickets created over time.
Initial Responsibility Group Displays ticket volume by the group first assigned to handle the ticket.
Responsibility Group Displays ticket volume by the group that resolved the ticket.
Division Breaks down ticket volume by the requestor’s division.
Department Breaks down ticket volume by the requestor’s department.
Service Category Groups tickets by broad service categories (for example, Accounts & Access, Data & Reporting).
Service Provides a more detailed breakdown by specific services (for example, Microsoft 365 Services, Onyen Services).

How to use:

  • Select a bar or line segment to filter the rest of the dashboard.

 

Need Help?

For additional help, submit a ticket to the TDX Admin Team.

 

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