There are four different trend graphs in the dashboard.
The graphs represent data, calculated by HOP, from the previous 30 days. Simply hover over the graph to see each entry’s date and average.
HOP
HOP stands for Hours of Operation, and is (at the time) not configurable. Hours of Operation is currently set to 08:00 – 16:00 on weekdays only. Saturdays and Sundays are not included in the HOP. Data for the trend graphs is saved every hour in the HOP time span, and is used to calculate an average per day.
My work
The number in the My Work box indicates how many tickets that are currently assigned to you, with one of the following core statuses: “New”, “Assigned”, “Open” or “Pending”. It also corresponds to the number of tickets in the My Work list below. Each entry in the graph shows an average of tickets assigned to you daily.
Tickets resolved today
The number in the second box, Tickets Resolved Today, corresponds to the number of tickets you have personally resolved during the day. Each entry displays the average resolve time per day.
Avg. resolve time today
This graph will not vary as much as the other ones, due to the fact that each entry in the graph represents an average of the resolve time from the last 30 days. The number above the graph represents your personal average ticket resolve time for the current day.
Team open tickets
Open tickets are tickets with one of the following core statuses: “New”, “Assigned”, “Open” or “Pending”. The number and graph represent an average of all open tickets that belong to the team(s) of the logged in user, the current day.
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