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Team Dashboards in Freshdesk showcase a number of data points that give administrators and managers a high-level overview of how their teams are performing.
They are completely customizable so support admins can have one set up to track Freshdesk agent performance and ticket closure rates while another dashboard provides up-to-date information about the status of various service tasks and field technician performance. Dashboards can be created for individual service groups as well in case managers wish to keep an eye on their performance. Some of the metrics that can be monitored via team dashboards include the number of service tasks currently assigned & performed by field technicians, unassigned service tasks, fix rates of the team, and overall customer satisfaction scores.
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