Dashboard (Home)

Page structure

• Global Filters (collapsible)
• KPI cards
• Inflow vs Resolved chart
• Backlog Burn-down chart
• Status Funnel
• Scope Summary
• Agent Performance table

Filters

• Status: Single-select status filter. Supports all configured statuses plus ‘All statuses’.
• Priority: Single-select priority filter. Supports all configured priorities plus ‘All priorities’.
• Channel: Single-select source filter. Supports available sources and ‘All channels’.
• Category: Single-select category filter. Supports configured categories and ‘All categories’.
• Agent: Single-select assignee filter with options: all assignees, unassigned, each agent.
• Updated date range: Uses the shared Shopify-like date range popover and applies dateFrom/dateTo to ticket updatedAt.
• Default range: Last 30 days (today inclusive).

Kpis

• All tickets
  • Definition: Count of tickets in current filter scope and updated date range.
  • Output: Number only (no drill link).
• Open tickets
  • Definition: Count where status is open, awaiting_merchant, or awaiting_customer in current scope.
  • Output: Number + link to /app/tickets with equivalent filters and matching statuses.
• New tickets (24h)
  • Definition: Tickets created within the last 24 hours inside current scope.
  • Output: Number + link to /app/tickets with createdWithinHours=24.
• New tickets (7d)
  • Definition: Tickets created within the last 7 days inside current scope.
  • Output: Number + link to /app/tickets with createdWithinHours=168.
• Median first response
  • Definition: Median time from ticket createdAt to first public agent message.
  • Output: Minutes or hours string (e.g., 18.0m, 2.3h).
• Median resolution time
  • Definition: Median time from ticket createdAt to resolvedAt.
  • Output: Hours string (or minutes for sub-hour values).

Charts

• Inflow vs Resolved
  • Series:
    • Opened
    • Resolved
  • Bucket logic: Daily buckets for shorter ranges, weekly buckets when range length is large.
  • Drill behavior: Clicking a bar links to /app/tickets with the bucket date range and inherited filters.
  • Tooltip icon: Info icon explains metric intent.
• Backlog Burn-down
  • Series:
    • Backlog (unresolved at bucket end)
  • Drill behavior: Clicking a bar links to /app/tickets with open-only status filter for that bucket range.
  • Tooltip icon: Info icon explains metric intent.

Status funnel

• Open needs agent: Count of open + awaiting_merchant in current scope.
• Awaiting customer: Count of awaiting_customer in current scope.
• Resolved: Count of resolved in current scope.
• Interaction: Each number is a link to filtered ticket inbox results.

Agent performance

Columns

- Agent

- Current load
- Resolved
- Avg first response
- Avg resolution
- Drill down

• Special row: Unassigned is included as a virtual row.
• Sorting: Sorted by current load desc, then resolved desc, then name asc.
• Interaction: Current load/resolved and View buttons open the ticket inbox with scoped filters.

Actions

• Apply filters
  • Method: GET
  • Target: /app
  • Output: Re-renders dashboard with selected filter query params.
• Reset
  • Method: Navigation
  • Target: /app
  • Output: Clears all global filter query params and restores defaults.

Persistence and state

• Filter state source: URL query params
• Global filters collapsible default: Collapsed by default on first load
• Global filters collapsible persistence: Current code keeps this as component state only (not localStorage).

Permissions

• Required: Signed-in admin session
• Notes: No explicit per-permission gate in this page; data is scoped to the current shop.

Configuration dependencies

• Ticket field options (status, priority, category) from Settings
• Agents list for assignee filter
• Ticket sources from existing ticket rows

Common owner questions

• Why does a KPI number not match what I expect?
  • Answer: All KPIs are constrained by current global filters and updated date range. Check whether status/priority/category/agent/date filters are active.
• Why are chart labels sparse?
  • Answer: Tick labels are thinned for readability on long ranges; all buckets still exist and remain clickable.
• What does ‘Open tickets’ include?
  • Answer: Open includes statuses open, awaiting_merchant, and awaiting_customer for this dashboard page.