--- title: "Agent Home Page" space: "Helpdesk" url: "https://docs.frappe.io/helpdesk/other-features/agent-home-page" updated: "2026-05-28" --- The Agent Home Page is a dynamic, customizable dashboard designed to give support agents a comprehensive overview of their daily tasks, performance metrics, and customer satisfaction levels. It acts as the central hub for agents to track their productivity and prioritize their workflow. ![](/files/image0d0533.png) *Agent Home Page* ### Key Features - **Customizable Layout:** Drag, drop, resize, and reorder widgets to suit individual preferences. - **Real-time Metrics:** Data is fetched directly from the Helpdesk backend to ensure agents are always looking at the most up-to-date information. - **Period Filtering:** Most widgets support quick time-duration toggles (e.g., Last week, Last month, Last 3 months) to analyze trends over different periods. - **Quick Actions:** Clickable links within widgets allow agents to jump directly to specific tickets or filtered ticket lists. --- ### Available Dashboard Widgets #### 1. My Tickets A metric card that displays the total number of tickets assigned to the agent for a selected period. - **Visuals:** Includes a line chart tracking ticket volume over time. - **Insights:** Shows a percentage change (increase or decrease) compared to the previous duration (e.g., vs last month), highlighting volume trends. #### 2. Average First Response Time A dedicated card tracks how quickly an agent sends the first reply to a customer. - **Visuals:** Rendered with a red-themed line chart and gradient. - **Insights:** Displays the average time formatted in days, hours, and minutes, along with the percentage change to monitor responsiveness improvements. #### 3. Average Resolution Time A dedicated card tracking the average time taken to fully resolve and close tickets. - **Visuals:** Rendered with a purple-themed line chart and gradient. - **Insights:** Similar to the First Response card, it shows the formatted average time and percentage change, helping agents gauge their problem-solving efficiency. #### 4. Average Time Metrics A comprehensive bar chart widget that compares the "Average First Response Time" and "Average Resolution Time" side-by-side. - **Visuals:** Dual-bar chart visualization. - **Filters:** Supports longer historical filters: 3 Months (3M), 6 Months (6M), and 1 Year (1Y). - **Usage:** Ideal for recognizing long-term performance trends and identifying operational bottlenecks. #### 5. Pending Tickets An actionable list view of tickets requiring the agent's attention. This widget is categorized into three distinct tabs: - **SLA Alerts:** Tickets that are approaching or have already breached their Service Level Agreement (SLA). Flags overdue items in red. - **Pending:** Tickets currently awaiting an agent response. - **Recent:** New tickets assigned to the agent within the last 24 hours. - **Details Displayed:** Ticket ID, Subject, Status, Priority (color-coded badges), Team/Group, and Reason (e.g., upcoming SLA, pending status). #### 6. Reviews (Recent Feedback) A two-panel widget summarizing customer satisfaction and recent feedback. - **Left Panel (Summary):** Displays the overall average star rating (1 to 5), total number of reviews, a performance assessment label (e.g., "excellent", "good"), and a bar chart showing the distribution of ratings. - **Right Panel (Detailed Feedback):** A carousel of individual customer reviews. Agents can navigate through reviews using the previous/next buttons. - **Filters:** Agents can filter reviews by period (All Time, Last Week, Last Month, Last 3 Months) and sort them (Positive first, Negative first). --- ### Managing the Dashboard Agents can tailor the Home Page to display only the metrics that matter most to them. #### Editing the Layout 1. Click the **Edit** button in the top right corner of the header. 2. **Move:** Click and drag any widget to a new position on the grid. 3. **Resize:** Drag the bottom-right corner of a widget to expand or shrink its size (widgets have predefined minimum and maximum dimensions to preserve UI integrity). 4. **Remove:** Hover over a widget while in edit mode and click the **Trash** icon in the top right corner to remove it from the dashboard. #### Adding New Widgets 1. While in Edit mode (or via the **New** dropdown if the dashboard is empty), click the **New** button in the header. 2. Select a widget from the dropdown list (e.g., "Pending Tickets", "Reviews"). 3. The new widget will automatically appear at the top of the dashboard, ready to be placed. #### Saving or Resetting - **Save:** Once the layout is arranged as desired, click **Save** to apply the changes to your user profile. - **Cancel:** Click **Cancel** to discard any unsaved layout changes and revert to the previous state. - **Reset:** If the layout has been customized but you want to return to the system default, enter Edit mode and click the **Reset** button.