Dashboard

Overview

The Dashboard provides an at-a-glance view of your operations with real-time metrics, ticket queues, SLA status, and team workload. Customize your view to focus on what matters most.

Dashboard Widgets

Ticket Overview

Quick stats on ticket status:

• Open Tickets: Total tickets awaiting resolution
• New Today: Tickets created in the last 24 hours
• Overdue: Tickets past their due date
• Due Soon: Tickets due within 24 hours

Click any metric to see the filtered ticket list.

SLA Status

Monitor service level compliance:

• At Risk: Tickets approaching SLA breach
• Breached: Tickets that have exceeded SLA
• Compliance Rate: Percentage meeting SLA targets
• Trend: SLA performance over time

My Queue

Your personal ticket assignments:

• Tickets assigned to you
• Sorted by priority and due date
• Quick actions for common updates
• Direct links to ticket details

Team Workload

See how work is distributed:

• Tickets per technician
• Workload balance visualization
• Identify overloaded team members
• Click to reassign tickets

Recent Activity

Stream of recent events:

• New tickets created
• Status changes
• Customer replies
• Ticket completions

Customizing Your Dashboard

Widget Arrangement

Arrange widgets to your preference:

1. Click Customize in the dashboard header
2. Drag widgets to reorder
3. Resize widgets by dragging corners
4. Click Save Layout

Adding Widgets

Add more widgets:

1. Click Customize
2. Click Add Widget
3. Choose from available widgets
4. Configure widget settings
5. Save changes

Removing Widgets

Remove widgets you don't need:

1. Click Customize
2. Click the X on the widget
3. Confirm removal
4. Save changes

Widget Settings

Configure individual widgets:

1. Click the gear icon on a widget
2. Adjust settings:
   • Data filters
   • Time range
   • Display options
3. Save settings

Available Widgets

Operations Widgets

Performance Widgets

Business Widgets

Service Tracker

The Service Tracker is a full-width widget that answers "who still needs a QBR this year?" as a company × quarter checklist. Each row is a company (with its active contract types), each column is a quarter, and each cell is a checkbox you check off when the service has been delivered. The current quarter is highlighted and missed past quarters are tinted so gaps stand out, and a Needs filter shows only the companies still waiting this quarter.

1. Click Customize and turn on Service Tracker under Services
2. Set the Service (QBR by default — any name works, e.g. "Onsite review" or "CIO check-in"), the Year, and which Companies to track (those with an active contract, optionally limited to certain contract types, or every active company)
3. Save. Use the year arrows to look back or ahead without changing the saved year

For a QBR tracker, Core fills cells in automatically from QBRs completed in Core (the company's QBR page), and for an Onsite tracker from completed onsite visits (this needs schedule access; without it the tracker says so and shows manual checks only). Those cells show a filled check that links to the record instead of a checkbox; check off manually only for work done outside Core. Each row also gets a shortcut to the company's QBRs or onsite visits, and the company page shows a Service delivery card with the same quarters.

Checks and dismissals are shared across the workspace per service name, so a "QBR" tracker on your dashboard and one on a teammate's dashboard show the same checklist. When a company decides they no longer want the service, use the dismiss (eye-off) button on its row; it moves to the Dismissed list, where it can be restored later.

You can also ask Core AI to set it up or keep it current: "put a QBR tracker for this year on my dashboard", "who still needs a Q3 QBR?", "mark Q2 done for Northwind Clinic", or "dismiss Acme Dental from the QBR tracker".

Project Hours

Use the Project Hours widget to pin a project-hours display to your dashboard. First create a display on the project's Details tab, then customize your dashboard and choose that display for the widget. If the display cannot load, the widget shows a retry-friendly empty state instead of hiding the problem.

Filtering Dashboard Data

Global Filters

Apply filters across all widgets:

1. Click the Filter icon in the header
2. Set filters:
   • Date Range: Time period for data
   • Company: Specific customer
   • Team Member: Specific technician
3. Apply filters

Widget-Specific Filters

Some widgets have additional filters:

• Ticket Queue: Status, priority, category
• Team Workload: Include/exclude roles
• Activity Feed: Event types

Dashboard Views

Saved Views

Create and save different dashboard configurations:

1. Customize your dashboard
2. Click Save View
3. Name the view (e.g., "Manager View", "Support Focus")
4. Access saved views from the dropdown

Sharing Dashboards

Share saved dashboards when teammates need the same view:

1. Open the dashboard menu
2. Choose Share with people to add specific team members

People with access can view or duplicate the dashboard. Only the owner can customize, share, or delete it. New recipients receive a notification based on their notification preferences.

Role-Based Defaults

Different roles see different defaults:

• Technicians: Personal queue focused
• Managers: Team overview
• Admins: Full operations view

Real-Time Updates

Auto-Refresh

Dashboard data updates automatically:

• Metrics refresh every 30 seconds
• Activity feed updates in real-time
• Manual refresh available anytime

Notifications

See alerts on the dashboard:

• SLA breaches
• Escalations
• High-priority tickets
• Customer replies

Mobile Dashboard

Access dashboards on mobile:

• Responsive layout adapts to screen size
• Essential widgets available
• Touch-friendly interactions
• Quick actions for urgent items

Best Practices

• Check daily: Start your day with the dashboard
• Customize for role: Focus on metrics that matter to you
• Monitor SLA: Keep compliance widgets visible
• Review workload: Balance assignments across team
• Use filters: Drill down when metrics need attention

See also

• Managing Tickets
• Reports
• SLA Management