Standalone add-on

KPI-Board

Track response and resolution times and find tickets still awaiting a first reply. KPI-Board includes a dashboard, a wallboard, PDF and Excel reports, and a plugin interface for custom reporting.

70 €per month

Billed annually in advance · pricing and terms →

All prices shown are final.Enquire about this add-on →

Keep response times and service performance in view.

How quickly does support respond, how are resolution times changing, and which customers still await a first response? KPI-Board presents Znuny metrics in a clear overview. Evaluation is independent of configured system SLAs; periods and targets are agreed for your use.

KPI-BOARD · VIEWS AND REPORTS

Keep your support performance in view.

See which tickets are awaiting a reply and how response and resolution times develop. Use the wallboard in the office and take PDF or Excel reports into your next meeting.

KPI-Board dark wallboard on a large monitor in a support office — The wallboard keeps support metrics visible to the whole team. Visualisation using fictional sample data.

Dashboard

Track response times, resolution times and pending replies.

Waiting for first response

#10428IT_HelpdeskSample customer ANormal · 1:40 h remaining

Response target met91 %364 of 400 rated tickets

Resolution target met84 %336 of 400 rated tickets

Tickets428In the selected period

Not rated28Listed separately

Closed without response19Visible for further review

By queue
Group	Tickets	Avg response	Median	p90	Response target met	Avg resolution	Median	Resolution target met
Service_DE	168	1:24 h	0:36 h	4:10 h	92%	2.8 d	1.5 d	86%
IT_Helpdesk	126	1:48 h	0:45 h	5:20 h	90%	3.4 d	2.0 d	82%
Anwendungen	94	1:12 h	0:28 h	3:40 h	93%	2.1 d	1.2 d	89%
Kundenservice	40	2:06 h	0:52 h	6:15 h	85%	4.2 d	2.6 d	73%

Monthly development

● Response target met● Resolution target met▥ Ticket volume

By ticket type
Group	Tickets	Avg response	Median	p90	Response target met	Avg resolution	Median	Resolution target met
Störung	214	1:32 h	0:38 h	4:30 h	91%	2.9 d	1.7 d	84%
Serviceanfrage	146	1:16 h	0:31 h	3:52 h	94%	2.2 d	1.3 d	88%
Beratung	68	2:10 h	0:58 h	6:20 h	85%	4.1 d	2.5 d	75%

By priority at creation
Group	Tickets	Avg response	Median	p90	Response target met	Avg resolution	Median	Resolution target met
Hoch	92	0:46 h	0:20 h	2:14 h	95%	1.6 d	0.8 d	91%
Normal	336	1:52 h	0:48 h	5:36 h	90%	3.3 d	1.9 d	82%

Wallboard

Display the metrics on a shared team monitor.

KPI-BoardSample data

Waiting for first response 2 · 2 overdue

TicketQueuePrioritywaitingTime left

DEMO-1001Technical support4 · In progress6:21 h−3:21 h

DEMO-1002Customer service3 · Normal5:18 h−2:18 h

First response

Ø 3:23 hMedian 0:52 h · p90 53:11 h · 176/226

Resolution time

Ø 7.0 dMedian 4.0 d · p90 19.1 d · 95/226

Tickets

253226 rated

Not rated

27Listed separately

Closed without response

11At the time of closure

Fastest first response

Technical support1:29 h

Customer service4:56 h

IT-Support8:18 h

General enquiries8:31 h

Slowest first response

General enquiries8:31 h

IT-Support8:18 h

Customer service4:56 h

Technical support1:29 h

Distribution of first response

0–1 h

1–2 h

2–3 h

3–4 h

4–6 h

>6 h

By queue 253 Tickets

Queue	Tickets	Avg response	Median	p90	met	Avg resolution	Median	met
Technical support	159	1:29 h	0:06 h	4:04 h	86%	9.0 d	6.8 d	26%
IT-Support	31	8:18 h	1:37 h	15:16 h	60%	6.4 d	4.2 d	41%
Customer service	7	4:56 h	0:00 h	45:44 h	57%	8.9 d	7.9 d	14%
General enquiries	56	8:31 h	2:09 h	6:59 h	69%	2.1 d	0.3 d	84%

Monthly development 12 months, independent of the selected period

● First response met● Solution met▥ Ticket volume

PDF report

Export a report for meetings and internal distribution.

KPI Board

Period: 24 September – 24 October 2026 · sample report

Response target 91 %Resolution target 84 %Tickets 428Not rated 28

Queue
Group	Tickets	Avg response	Median	Response target met	Avg resolution	Median	Resolution target met
Service_DE	168	1:24 h	0:36 h	92%	2.8 d	1.5 d	86%
IT_Helpdesk	126	1:48 h	0:45 h	90%	3.4 d	2.0 d	82%
Anwendungen	94	1:12 h	0:28 h	93%	2.1 d	1.2 d	89%
Kundenservice	40	2:06 h	0:52 h	85%	4.2 d	2.6 d	73%

Ticket type
Group	Tickets	Avg response	Median	Response target met	Avg resolution	Median	Resolution target met
Störung	214	1:32 h	0:38 h	91%	2.9 d	1.7 d	84%
Serviceanfrage	146	1:16 h	0:31 h	94%	2.2 d	1.3 d	88%
Beratung	68	2:10 h	0:58 h	85%	4.1 d	2.5 d	75%

Priority
Group	Tickets	Avg response	Median	Response target met	Avg resolution	Median	Resolution target met
Hoch	92	0:46 h	0:20 h	95%	1.6 d	0.8 d	91%
Normal	336	1:52 h	0:48 h	90%	3.3 d	1.9 d	82%

Origin
Group	Tickets	Avg response	Median	Response target met	Avg resolution	Median	Resolution target met
Kundenportal	136	1:18 h	0:32 h	94%	2.2 d	1.3 d	89%
E-Mail	218	1:52 h	0:46 h	89%	3.4 d	2.0 d	81%
Durch Mitarbeiter erfasst	74	0:52 h	0:21 h	93%	2.4 d	1.4 d	85%

Addonflow · Entirely fictional sample data

Excel report

Analyse metrics and ticket details in separate worksheets.

XKPI-Board_Muster.xlsxExample view

KPI Board

Period: 24 September – 24 October 2026 · sample report

Worksheet: Queue
Group	Tickets	Avg response	Median	p90	Response target met	Avg resolution	Median	Resolution target met
Service_DE	168	1:24 h	0:36 h	4:10 h	92%	2.8 d	1.5 d	86%
IT_Helpdesk	126	1:48 h	0:45 h	5:20 h	90%	3.4 d	2.0 d	82%
Anwendungen	94	1:12 h	0:28 h	3:40 h	93%	2.1 d	1.2 d	89%
Kundenservice	40	2:06 h	0:52 h	6:15 h	85%	4.2 d	2.6 d	73%

QueueTicket typePriorityOriginMonthly developmentTicket DetailsNotesReport Config

Views recreated from the module interface and export layouts. All values, queues, ticket types and customers are fictional.

More than an average

Average, median and p90 help identify long waits. The median is the middle value; p90 is the value not exceeded by 90 percent of rated tickets.

Reports configured for your team

Compare queues, ticket types, priorities and origins. Configure targets and reporting for your support team. Additional plugins can provide custom reports and integrations.

PDF and Excel from the module

Use PDF to share a report and Excel for further analysis down to individual tickets. Required export components are checked during setup.

What the extension provides.

Compare response and resolution times by queue, ticket type and priority

Display service metrics and trends on a support monitor

Add customer-specific reports, views and integrations through custom plugins

Preparing to use the add-on.

1
Choose queues, reporting periods and metrics.
2
Review data preparation and display in your test environment.
3
Use the board or wallboard in everyday operations.

Test the add-on in your own Znuny test environment and approve its settings internally before production use. Assistance is available on request.

Installation and setup information is provided. Additional setup, advice or custom changes can be agreed separately.

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