Operations Dashboard
Per office
Active members 0
By category
Per-user productivity (today)
| Name | Role | Office | Assigned | In progress | Closed today | Avg time |
|---|
All pending tickets 0
Closed Tickets
| Ticket | Closed | Office | Category | Patient | Reason | Closed by | Status |
|---|
My Day — …
Tickets assigned to me
Analytics — PCMH KPIs
Calls received & tickets solved per day
Call type distribution
% of solved tickets — trend
Request category distribution
Per office
Notes
Received calls = intakes captured by the voice agent during the window (one per successful submit). Abandoned calls that did not produce a ticket are not counted yet — they will be added when the Retell call-list integration ships.
Tickets solved = intakes whose status reached completed during the window. Cancelled tickets are excluded.
Avg resolution = average business-hour minutes from created_at to closed_at for tickets solved in the window. Business hours are Mon–Fri 8:30 AM – 6:00 PM Eastern; weekends and after-hours minutes are excluded so cross-weekend tickets don't inflate the SLA average. A ticket received Friday 5 PM and closed Monday 9 AM counts as 1.5 h, not 64 h.
Per office = breakdown when "All offices" is selected. As additional DIDs come online for Wellington / Greenacres / Port St. Lucie / Boca Raton, those rows will populate automatically.
Charts exclude weekends. The per-day bars and the % solved trend line show business days (Mon–Fri) only — weekend activity is sparse and noisy. Totals in the hero cards still include weekends so the window count matches what Caspio holds.