Table of Contents

Agent Dashboard

This Grafana dashboard provides comprehensive monitoring and analytics for agent performance, ticket management, and client metrics. The dashboard includes real-time visualizations for ticket volumes, resolution times, agent utilization, and client activity.

Agent Dashboard

Dashboard Components

Panels Included

  1. Tickets Opened Today - Gauge showing daily ticket volume
  2. Tickets Closed Today - Gauge tracking closure rates
  3. Net Ticket Change - Displays the difference between opened and closed tickets
  4. Stale Tickets - Monitors tickets older than 7 days
  5. Average Resolution Time - Shows resolution time in hours
  6. Agent Utilization - Horizontal bar gauge showing daily utilization percentages
  7. Clients by Ticket Count - Bar chart of top 5 clients by ticket volume

Setup Instructions

Prerequisites

  • Grafana instance with Infinity Data Source plugin already installed and configured
  • API access to your HaloPSA instance

Creating the Dashboard Manually

  1. Create New Dashboard:
    • Navigate to + > Dashboard
    • Click Add visualization
    • Select your Infinity data source

Panel 1: Tickets Opened Today (Gauge)

  1. Basic Configuration:

    • Panel Title: "Tickets Opened Today"
    • Visualization: Gauge
    • Position: Top row, first position (h: 6, w: 4, x: 0, y: 0)

  2. Query Configuration:

    • URL: https://your-company.halopsa.com/api/Tickets
    • Method: GET
    • Format: Table
    • Parser: Backend
    • Root Selector: $.record_count
    • Query Parameters:
      • datesearch: datereported
      • startdate: ${__from:date:YYYY-MM-DD} 00:00:00
      • enddate: ${__to:date:YYYY-MM-DD} 23:59:59
      • count: includeclosed=false
      • tickettype_id: 1,3

  3. Field Options:

    • Max: 60
    • Thresholds:
      • Green: 0
      • Dark Green: 0
      • Dark Yellow: 30
      • Dark Red: 50

Panel 2: Tickets Closed Today (Gauge)

  1. Basic Configuration:

    • Panel Title: "Tickets Closed Today"
    • Visualization: Gauge
    • Position: Top row, second position (h: 6, w: 4, x: 4, y: 0)

  2. Query Configuration (Query A - Closed):

    • URL: https://your-company.halopsa.com/api/Tickets
    • Method: GET
    • Root Selector: $.record_count
    • Query Parameters:
      • datesearch: dateclosed
      • startdate: ${__from:date:YYYY-MM-DD} 00:00:00
      • enddate: ${__to:date:YYYY-MM-DD} 23:59:59
      • tickettype_id: 1,3
      • includedclosed: true

  3. Add Second Query (Query B - Open):

    • Same URL and basic parameters as Query A
    • Query Parameters:
      • datesearch: datereported
      • includeclosed: false
      • (other parameters same as Query A)

  4. Field Options:

    • Max: 60
    • Thresholds: Red: 0

Panel 3: Net Ticket Change (Gauge)

  1. Basic Configuration:

    • Panel Title: "Net Ticket Change"
    • Visualization: Gauge
    • Position: Top row, third position (h: 6, w: 4, x: 8, y: 0)

  2. Query Configuration (Query A - Open):

    • URL: https://your-company.halopsa.com/api/Tickets
    • Root Selector: $ ~> | $ | {"join_key": "data", "count_a": $.record_count} |
    • Query Parameters:
      • datesearch: dateoccurred
      • startdate: ${__from:date:YYYY-MM-DD} 00:00:00
      • enddate: ${__to:date:YYYY-MM-DD} 23:59:59
      • requesttype_id: 1,3
      • includeclosed: false
      • count: 1000

  3. Add Second Query (Query B - Closed):

    • Same URL and basic setup
    • Root Selector: $ ~> | $ | {"join_key": "data", "count_b": $.record_count} |
    • Query Parameters:
      • datesearch: dateclosed
      • includeclosed: true
      • (other parameters same as Query A)

  4. Transformations:

    • Join by field: join_key, mode: outerTabular
    • Calculate field: count_a Open - count_b Closed, mode: binary, replace fields: true

  5. Field Options:

    • Min: -50, Max: 50
    • Thresholds: Green: 0, Green: -0.5, Purple: 0, Yellow: 0.5, Orange: 10, Dark Red: 20

Panel 4: Stale Tickets (7 days old) (Gauge)

  1. Basic Configuration:

    • Panel Title: "Stale Tickets (7 days old)"
    • Visualization: Gauge
    • Position: Top row, fourth position (h: 6, w: 4, x: 12, y: 0)

  2. Query Configuration:

    • URL: https://your-company.halopsa.com/api/Tickets
    • Root Selector: $count(tickets[tickettype_id = 1 or tickettype_id = 3])
    • Query Parameters:
      • includeclosed: 0
      • datesearch: datemodified
      • count: 1000
      • startdate: 1900-01-01 00:00:00
      • enddate: ${__from:date:YYYY-MM-DD:subtract(7d)} 23:59:59

  3. Field Options:

    • Max: 60
    • Thresholds: Green: 0, Dark Green: 0, Dark Yellow: 30, Dark Red: 50

Panel 5: Average Resolution Time (Hours) (Gauge)

  1. Basic Configuration:

    • Panel Title: "Average Resolution Time (Hours)"
    • Visualization: Gauge
    • Position: Top row, fifth position (h: 6, w: 4, x: 16, y: 0)

  2. Query Configuration:

    • URL: https://your-company.halopsa.com/api/Tickets

    • Root Selector: $exists($.tickets) and $count($.tickets) > 0 ? $average($.tickets[dateclosed != null].(($toMillis(dateclosed) - $toMillis(dateoccurred)) / (1000 * 60 * 60))) : 0

    • Query Parameters:

      • closed_only: true
      • startdate: ${__from:date:MM-DD-YYYY} 08:00:00
      • requesttype: 1,3
      • enddate: ${__to:date:MM-DD-YYYY} 17:00:00

      Note: Update the times here for your hours of operation

  3. Field Options:

    • Min: 0, Max: 8
    • Unit: hours (h)
    • Decimals: 2
    • Thresholds: Green: 0, Dark Green: 0, Yellow: 2, Dark Red: 4

Panel 6: Average Response Time (Minutes) (Gauge)

  1. Basic Configuration:

    • Panel Title: "Average Response Time (Minutes)"
    • Visualization: Gauge
    • Position: Top row, sixth position (h: 6, w: 4, x: 20, y: 0)

  2. Query Configuration (Query A - Tickets):

    • URL: https://your-company.halopsa.com/api/Tickets

    • Root Selector: tickets

    • Columns:

      • id → ticket_id (number)
      • dateoccurred → opened_time (timestamp)

    • Query Parameters:

      • datesearch: dateoccurred
      • startdate: ${__from:date:YYYY-MM-DD} 08:00:00
      • enddate: ${__from:date:YYYY-MM-DD} 17:00:00
      • count: 1000
      • tickettype_id: 1,3

      Note: Update the times here for your hours of operation

  3. Add Second Query (Query B - Actions):

    • URL: https://your-company.halopsa.com/api/Actions
    • Root Selector: actions
    • Columns:
      • ticket_id → ticket_id (number)
      • datetime → action_time (timestamp)
      • outcome → outcome (string)
      • who_agentid → agent_id (number)
    • Query Parameters:
      • startdate: ${__from:date:YYYY-MM-DD} 00:00:00
      • enddate: ${__from:date:YYYY-MM-DD} 23:59:59
      • agentonly: true
      • count: 1000

  4. Transformations (in order):

    • Join by field: ticket_id, mode: outer
    • Filter by value: Include opened_time A is not null
    • Filter by value: Include action_time B is not null
    • Sort by: action_time B
    • Group by: Group by ticket_id, aggregate action_time B and opened_time A with firstNotNull
    • Calculate field: response_time_ms = action_time B (firstNotNull) - opened_time A (firstNotNull)
    • Calculate field: response_time_minutes = response_time_ms / 60000
    • Filter by value: Include response_time_minutes > 0
    • Organize: Exclude unnecessary fields, keep only response_time_minutes
    • Reduce: Mean

  5. Field Options:

    • Min: 0, Max: 90
    • Thresholds: Green: 0, Green: 0, Yellow: 30, Red: 60.0001

Panel 7: Agent Utilization (Today) (Bar Gauge)

  1. Basic Configuration:

    • Panel Title: "Agent Utilization (Today)"
    • Visualization: Bar gauge
    • Position: Second row, full width (h: 11, w: 24, x: 0, y: 6)

  2. Query Configuration (Query A - Agent):

    • URL: https://your-company.halopsa.com/api/Agent
    • Columns:
      • id → agent_id (number)
      • name → name (string)
    • Query Parameters:
      • includeenabled: true
      • basic_fields_only: false
      • count: 1000

  3. Add Additional Queries (B and C for timesheet data):

    • Follow similar pattern with TimesheetEvent and Timesheet endpoints
    • Complex transformations required (refer to JSON for exact specifications)

  4. Display Options:

    • Display mode: LCD
    • Orientation: Horizontal
    • Unit: Percent
    • Min: 0, Max: 100
    • Thresholds: Red: 0, Yellow: 30, Green: 50, Blue: 100

Panel 8: Clients by Ticket Count Today (Top 5) (Bar Chart)

  1. Basic Configuration:

    • Panel Title: "Clients by Ticket Count Today (Top 5)"
    • Visualization: Bar chart
    • Position: Bottom row, full width (h: 12, w: 24, x: 0, y: 17)

  2. Query Configuration:

    • URL: https://your-company.halopsa.com/api/Tickets
    • Root Selector: $.tickets.{"client_name": client_name, "ticket_count": 1}
    • Query Parameters:
      • datesearch: dateoccurred
      • startdate: ${__from:date:YYYY-MM-DD} 00:00:00
      • enddate: ${__to:date:YYYY-MM-DD} 23:59:59
      • count: 1000
      • requesttype_id: 1,3

  3. Transformations:

    • Group by: Group by client_name, aggregate ticket_count with sum
    • Sort by: ticket_count (sum) descending
    • Limit: 5

  4. Display Options:

    • Orientation: Vertical
    • X Field: client_name
    • Show values: Always

Dashboard Settings

  1. Time Range: Current day (now/d to now/d)
  2. Refresh: 30 seconds
  3. Timezone: Browser

Alternative: Import JSON Dashboard

If you prefer to skip the manual setup above, you can import the pre-configured dashboard:

Download the Dashboard JSON

Download agentdashboard.json from the live repository.

  1. Import the Dashboard:

    • Navigate to + > Import in Grafana
    • Click Upload JSON file and select the downloaded agentdashboard.json
    • OR copy the contents from the GitHub link above and paste into the text area
    • Click Load

  2. Configure Import Settings:

    • Name: Agent Dashboard (or customize as needed)
    • Folder: Select appropriate folder
    • Data Source: Select your Infinity data source from the dropdown
    • Click Import

  3. Update API URLs:

    • After importing, edit each panel to update the API URLs
    • Replace https://COMPANY.halopsa.com/api/ with your actual HaloPSA API URL
    • Verify all query parameters match your API requirements

API Requirements

This dashboard expects the following API endpoints to be available:

  • GET /api/Tickets - Ticket data with filtering capabilities
  • GET /api/Agent - Agent information
  • GET /api/TimesheetEvent - Time tracking data
  • GET /api/Timesheet - Timesheet configuration

Required Query Parameters

The dashboard uses these common parameters:

  • datesearch - Field to filter by date
  • startdate / enddate - Date range filters
  • includeclosed - Include/exclude closed tickets
  • tickettype_id / requesttype_id - Filter by ticket types
  • count - Limit number of results

Troubleshooting

Common Issues

  1. No Data Displayed

    • Verify data source configuration and connectivity
    • Check API endpoint URLs and authentication
    • Ensure query parameters match your API requirements

  2. Panels Showing Errors

    • Update the data source UID in all panel configurations
    • Verify JSON syntax if manually editing queries
    • Check API response format matches expected structure

  3. Incorrect Data

    • Review root_selector JSONata expressions
    • Adjust date format parameters to match your API
    • Verify field names in transformations

Customization

Adding New Panels

  1. Click Add panel in edit mode
  2. Configure the Infinity data source
  3. Set up your API query with appropriate parameters
  4. Use JSONata expressions for data transformation
  5. Configure visualization type and styling

Modifying Existing Panels

  1. Enter edit mode for the panel
  2. Adjust queries, transformations, or visualizations as needed
  3. Test changes before saving

Support

For issues specific to:

  • Grafana Configuration: Refer to Grafana documentation
  • Infinity Plugin: Check the plugin documentation on GitHub
  • API Integration: Consult your ticketing system's API documentation

Note: Remember to replace all placeholder URLs and UIDs with your actual configuration values before using the dashboard.

Source

This documentation is based on the Agent Dashboard from the HaloPSA repository.