Resolve Analytics
Route: /org/resolve/analytics · Permission: any one of the seven tab permissions
1. What it is
Seven report tabs over the same ticket data, each answering a different audience's question.
2. The seven tabs — and who sees them
| Tab | ?tab= | Permission | Answers |
|---|---|---|---|
| Ticket Overview | overview | analytics.overview | How much work is there? |
| SLA & Compliance | sla | analytics.sla | Are we hitting our promises? |
| Agent Performance | agents | analytics.agents | How is each agent doing? |
| Channels & CSAT | channels | analytics.channels | Where does work come from, and are customers happy? |
| My Performance | myperf | analytics.myperf | How am I doing? |
| Team Manager | team | analytics.team | How is my team doing? |
| Executive | executive | analytics.executive | Is the service desk worth what it costs? |
Seven tabs, seven permissions — this is deliberate
Most modules gate a whole page. Analytics gates each tab, so an agent can hold
analytics.myperf (their own numbers) without analytics.agents (everyone's). A colleague seeing
a different tab set is correct behaviour, not a bug.
Tabs are deep-linkable: /org/resolve/analytics?tab=<id>.
3. Don't confuse these
| These two | Differ by |
|---|---|
| My Performance vs Agent Performance | Your tickets only vs all agents |
| Team Manager vs Executive | Operational detail vs organisation-wide outcomes and cost |
| Analytics vs Executive Telemetry | Permissioned report tabs vs one fixed KPI screen |