When you open the AB Support tab in Microsoft Teams, it lands on a Dashboard — a health-at-a-glance view of your desk. The list of individual tickets is a second view you switch to.
Two views, one tab
Dashboard
The default. Counts and rates that tell you how the desk is doing — how many tickets are open, how fast you’re responding, how well the AI is answering, and your own workload.
Tickets
The working list — every ticket, filterable by status and assignee. This is where you open a ticket to read it and reply. See how a ticket works.
What the dashboard shows
| Group | What it tells you |
|---|---|
| Channel status | How many tickets sit in each state — New Open Pending Resolved Closed. The quick read on your backlog. |
| Needs attention | Tickets awaiting an agent (a customer is waiting on a human) and unassigned tickets (nobody owns them yet). These are your to-do signals. |
| AI bot | How the AI is performing — the helpfulness score from customer ratings and the share of questions the AI handled without a human. See bot ratings. |
| Your performance | What you personally have on your plate — tickets assigned to you and how many you’ve resolved. |
Reading the AI numbers honestly
A high share handled by AI means the bot is deflecting routine questions so your team can focus on the hard ones — but only pair it with a healthy helpfulness score. A high deflection rate with a low helpfulness score means the AI is answering a lot of questions badly; that’s a cue to improve your knowledge sources.
The dashboard is a read-out, not a control panel — you act on tickets from the Tickets view and configure the desk from Settings.