Body
This guide helps TDX agents, group managers, and department managers navigate the Live Ticket, Service Desk, and Comment Dashboards to view ticket data, see key metrics, and apply filters.
In This Article:
TDX Live Ticket Dashboard
This dashboard provides a comprehensive overview of ticket data, including metrics like average business days to close, total ticket count, and ticket volume breakdowns by group, division, service category, and more. This guide will walk you through how to use the dashboard, regardless of your level of experience using Tableau.
Accessing the Dashboard
The dashboard is built in Tableau, and access is limited to those with a TDX agent licence. You do not need any prior experience or a license—simply follow the steps below for access.
- Go to the TDX Live Ticket Dashboard.
- Sign in with your Onyen credentials at the SSO prompt.
- 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 (or where the ticket is currently assigned) |
| Division |
Division of the requestor who submitted the ticket |
| Department |
Department of the requestor who submitted the ticket |
Filters are applied across all visuals.
Apply Filters:
- Click a filter dropdown (for example, Division).
- Select or clear the desired options from the dropdown.
Toggle All to select or clear all values.
- 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 (or where the ticket is currently assigned) |
| 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.
TDX Groups Dashboard
The TDX Groups Dashboard provides a high‑level view of service desk activity, workload trends, and operational performance over a selected time period. This report is intended for service owners, managers, and leadership who need a quick, visual snapshot of ticket demand, resolution behavior, and requestor characteristics without needing to review individual tickets.
The dashboard aggregates ticket data across all supported services and can be filtered by date range, assignment group, ticket classification, and requestor affiliation to support both broad trend analysis and targeted reviews.
Accessing the Dashboard
The dashboard is built in Tableau, and access is limited to those with a TDX agent licence. You do not need any prior experience or a license—simply follow the steps below for access.
- Go to the TDX Groups Dashboard.
- Sign in with your Onyen credentials at the SSO prompt.
- 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 |
| Ticket Closed Date Range |
Date the ticket was closed in TDX |
| Initial Responsibility Group |
Group that the ticket was initially assigned to. |
| Responsibility Group |
Group that resolved the ticket. |
| Ticket Classification |
Type of ticket (e.g Service Request, Incident, etc.) |
| Ticket Moved to In Process |
If the ticket status was changed to "In Process" or not. |
| Request Affiliation |
The affiliation of the individual (requestor) who submitted the ticket (i.e. student, staff, etc.) |
| Responsible User |
Name of the person responsible for the ticket. |
Filters are applied across all visuals.
Apply Filters:
- Click a filter dropdown (for example, Division).
- Select or clear the desired options from the dropdown.
Toggle All to select or clear all values.
- 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 |
| Total Ticket Count |
Number of TDX tickets entered since July 1, 2024. |
| Ticket Created to Initial Response (H:M:S) |
Time interval between the date a ticket was created to when the ticket status was changed by the responsible user. |
| Ticket Created to Initial Resolve (H:M:S) |
Time interval between the date a ticket was created to when the ticket was resolved. |
| Escalation Percentage |
Percentage of tickets which changed responsibility groups during the lifetime of the ticket |
| First Contact Resolution |
Percentage of tickets that were initially responsible and resolved by the same responsibility group |
| Original responder Resolved |
Percentage of tickets that were initially responsible and resolved by the same individual |
| Requestor Affiliation |
The affiliation of the individual (requestor) who submitted the ticket (i.e. student, staff, etc.) |
Graphs and Charts
Bar and line graphs show ticket volume and distribution. The following graphs are on the dashboard.
| Graph |
Definition |
| Total Volume |
Shows ticket creation trends across the selected date range by individual days |
| Daily Volume |
Shows ticket creation trends across the selected range by day of the week. |
| Hourly Volume |
Shows ticket creation trends across the selected range by hour of the day. |
| Source |
The method of how the ticket was submitted (i.e. Phone, Chat, etc.). |
| Ticket Title |
The title of the ticket submitted by the user. |
| Responsible User |
Name of the person responsible for the ticket. |
How to use:
- Select a bar, pie, or line segment to filter the rest of the dashboard by that selection.
TDX Comment Search Dashboard
The Ticket Feed and Ticket Feed Comments Search dashboard provides a searchable, chronological view of activity recorded on tickets. This includes system‑generated updates, workflow changes, responsibility changes, and user‑entered comments.
This dashboard is most often used to:
- Audit ticket history without opening individual tickets
- Investigate when and how specific changes occurred
- Search for keywords related to incidents, outages, or known issues
- Review communication patterns within ticket lifecycles
- Support quality assurance, training, and process review efforts
Accessing the Dashboard
The dashboard is built in Tableau, and access is limited to those with a TDX agent licence. You do not need any prior experience or a license—simply follow the steps below for access.
- Go to the TDX Comment Search Dashboard.
- Sign in with your Onyen credentials at the SSO prompt.
- If prompted, approve the Duo authentication.
Using the Dashboard
After you have accessed the dashboard, you can use it as follow:
Filters and Search Controls
You can use filters to narrow down or refine the results. The following filters are available on the top section of the dashboard.
| Filter |
Definition |
| Ticket Created Date Range |
Date the ticket was created in TDX |
| Ticket Closed Date Range |
Date the ticket was closed in TDX |
| Initial Responsibility Group |
Group that the ticket was initially assigned to. |
| Responsibility Group |
Group that resolved the ticket. |
| Responsible User |
User who is responsible for the ticket. |
| Division |
Division of the requestor who submitted the ticket |
| Department |
Department of the requestor who submitted the ticket |
Filters are applied across all visuals.
Apply Filters:
- Click a filter dropdown (for example, Division).
- Select or clear the desired options from the dropdown.
Toggle All to select or clear all values.
- 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.
Keyword Search
Below the filters are two keyword search areas that allow free‑text searching across ticket history.
Ticket Feed Search (Original Item)
This search field scans keywords within:
- Original ticket feed items
- Status changes
- Responsibility changes
- Parent comments
- The user who created the original feed item
This search is useful for locating tickets where a specific action, status transition, or update occurred.
Ticket Feed Comments Search
This search field scans keywords within:
- Comments added to ticket feed items
- The user who created the comment
This allows targeted review of conversational content without including system‑generated updates.
Need Help?
For additional help, submit a ticket to the TDX Admin Team.