• Outcome:

The Manager Unified Dashboard for Zoho Desk is designed to provide managers with a comprehensive view of customer support operations. The dashboard integrates multiple data sources to enable informed decision-making through analytics, ticket management, and performance monitoring.

• Use case Implimentation Steps:

Implementation Stage 1: Rewuirement Analysis

1. Identify key performance indicators (KPIs).

2. Define user roles and access levels.

3. Determine integration points with Zoho Desk.

4.  

Implementation Stage 2: API Integration

1. Use Zoho Desk REST API to fetch ticket data, agent performance, and customer feedback.

2. Fetch reports from Zoho Analytics for trend analysis.

Input:

API request parameters (e.g., ticket status, agent ID, time range)

Output: 

JSON response containing relevant data

Implementation Stage 3: Data Processing Layer

1. Aggregate and filter data.

2. Compute average response times, ticket resolution rates, and CSAT scores.

3. Store processed data in a structured database.

Input: 

Raw API data

Output: 

Structured data for visualization

Implementation Stage 4: Dashboard and UI Development

1. Develop a user-friendly UI with charts, graphs, and tables.

2. Implement interactive filters for data customization.

3. Use Zoho Creator/React.js for front-end development.

Input: 

Processed data from backend

Output: 

Interactive visual representation

Implementation Stage 5: Role-Based Acess Control

1. Implement authentication and authorization using Zoho authentication services.

2. Assign different permissions for managers, agents, and admins.

Input: 

User login credentials

Output: 

Role-based dashboard views

Implementation Stage 6 : Testing & Deployement

1. Perform unit testing for API integration.

2. Conduct UI/UX testing.

3. Deploy the dashboard using Zoho cloud services or an internal web server.

Input:

Test cases and user feedback

Output: 

Fully functional, optimized dashboard

• Target Audience:

1. Support Agents – To manage and resolve customer tickets efficiently.

2. Team Leads – To monitor agent performance and ticket resolution trends.

3. Managers – To generate reports and improve customer service strategies.

4. IT Administrators – To integrate and customize dashboard functionalities.

• Users:

1. Support Agents :

Manage tickets, communicate with customers, track resolution times .

2. Team Leads :

Monitor team performance, reassign the tickets, ensure SLA complience

3. Managers

Analyse reports, optimize workflows, ensure customer satisfaction.

4. IT Admin

Confirgure dashboard, integrate third party applications, maintain security

• Flow Chart:

• Tool Permission Required:

      Zoho Desk

• Link Required:

      Flow Chart