Connect Support metrics

Optional plugins provide a homepage and Performance Analytics dashboards, which contain helpful Connect Support metrics.

The reporting homepage is ideal for support managers who want a simple solution to track the support organization's recent performance. The Performance Analytics dashboards provide a more full-featured solution for support managers who want to analyze trends over time.

Users with the admin role can activate the following plugins to use these features.

Table 1. Connect Support homepage and dashboard plugins
Plugin Description
Connect Support Manager's Dashboard


Provides a homepage for Connect Support, and all required configuration records. Though the plugin name contains the term dashboard, the plugin does not provide functionality related to Performance Analytics dashboards. Homepages are similar to dashboards, but do not require Performance Analytics roles to view.
Performance Analytics - Content Pack - Service Desk Chat


Provides the Service Desk Chat Monitor dashboard, which analyzes key Connect Support metrics and indicators.
Note: You can activate Performance Analytics content packs on instances that do not have Performance Analytics Premium to evaluate the functionality. However, to collect scores for content pack indicators you must license Performance Analytics Premium.
Performance Analytics - Context Sensitive Analytics for Chat


Provides in-form analytics for Connect Support. These analytics are available as a related link on the Chat Queue Entry [chat_queue_entry] form, and also as the Context Sensitive Analytics - Chat dashboard.
Note: For more information about these plugins, including which other plugins they activate, see Additional plugins for Connect Support.