When you open the AB Support tab in Microsoft Teams, it lands on a Dashboard — a health-at-a-glance view of your desk. It isn’t just a read-out: most of its tiles are clickable, and each one opens the ticket list filtered to exactly the tickets it counts.
Two views, one tab
A switch at the top toggles between the Dashboard and the Tickets list. The tab opens on the Dashboard so you see the overall picture first; flip to Tickets to work an individual ticket.
Dashboard
The default. Counts and rates that tell you how the desk is doing — and clickable tiles that take you to the matching tickets.
Tickets
The working list — every ticket, filterable and sortable. This is where you open a ticket to read it and reply. See what a ticket is.
What the dashboard shows
The tiles are grouped so each group answers one question about the desk.
| Group | Tiles | What it tells you |
|---|---|---|
| Channel status | Active, plus one tile per ticket status | How many tickets sit in each state right now — the quick read on your backlog. |
| Responsiveness | Awaiting agent, Unassigned, Oldest open | Who’s waiting on a human, what nobody owns yet, and the age of the ticket that has waited longest. |
| AI bot | Helpfulness %, Ratings, Handled by AI % | How the AI is performing — its helpfulness score from customer ratings, and the share of questions it handled without a person. |
| Your performance | Assigned to you, Resolved by you | What you personally have on your plate and how much you’ve cleared. |
Which tiles you can click
The rule is simple: a tile is clickable when there’s a real set of tickets behind it. Those tiles open the Tickets list filtered to precisely that set.
Clickable — opens a filtered list
Count tiles like Unassigned, Awaiting agent, and Assigned to you. Clicking Unassigned opens the list of unassigned tickets; Assigned to you opens yours. The number on the tile is exactly how many you’ll see.
Not clickable — by design
Rate and age tiles: Helpfulness %, Ratings, Handled by AI %, and Oldest open. There’s no single ticket set behind a percentage or an age, so these stay inert rather than pretend to be buttons.
The Tickets list
Flip to Tickets and you get the full queue with a few controls to focus it: quick filters (Mine, Unassigned, Needs a human), a sort control (Recent activity or Oldest waiting), and a “Showing X of Y” indicator whenever a filter is on so you always know how much you’re hiding. Working the queue — triaging, assigning, and replying — is its own topic, covered in a dedicated guide.
Reading the AI numbers honestly
A high 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 %. 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 two tiles to watch daily are Awaiting agent and Unassigned: click either, work down the list, and nobody falls through the cracks.