Analytics allows you to deep dive into your data and obtain insights, specific to your business. With Analytics being a platform built for everyone - decide which metrics you want to track, how you want to see them and do it without having to write even a single line of code. 


Using Analytics, save time drafting reports from scratch to get a complete overview of your service desk performance. 

You can open your Analytics module by clicking on Analytics from the navigation bar to the left.



View Analytics
You can view the following report types such as 

  • Private

  • Shared

  • Owned

  • Curated

You can do the following functions:

  • Deleted reports can easily be accessed from the Trash icon on bottom left.
  • Reports can be marked as favorites and accessed from the homepage directly.
  • A dedicated Help Center with new resources such as video tutorials, self-guided interactive tours, Data Dictionary, solution articles, FAQs etc to facilitate seamless onboarding. In the Help Center section, you can view the following new modules:

    1. Video Tutorials - Short videos to assist in understanding the how-to aspects of Analytics.

    2. Interactive Tours - Step-by-step walkthroughs to get a guided experience of Analytics capabilities.
    3. Data Dictionary - Repository of metric definitions used within Analytics, with examples to illustrate their usage.
    4. Support Articles - Detailed articles to support and provide solutions for Analytics capabilities.



Curated Reports

Using Analytics Basic, you can use run-time filters on curated reports and export them as CSV files.  We have multiple curated reports for you to choose from as follows:


Agent Performance

Agent Group Performance

Service Performance for Clients

Client-specific Summary of Ticket Resolution

Service Desk Load Analysis

Service Desk Essentials

Client Satisfaction Survey Insights

Active users across clients

Solution Articles


Edit a widget

To edit a widget, hover over a widget in any of the tabs and you can perform the following actions.


Action

Description

Change visualization

Change is the display to map, chart or table based on your requirement

Underlying data

Opens the widget data in a dialog box.

  • Use the Filter button to filter the data based on the available metrics.

  • Use the Export button to export the data in CSV, XLSX format, and so on.

Expand

Expands the widget view.

More options

Shows more options, such as filters applied, schedule, subscribe, and so on.


Apply filter

You can click the Filter icon on the right side and apply the following filters on the report based on your requirement:

  • Page filters 

  • Report filters

  • Date range


 Editing a report

You can modify any existing report by clicking Edit and updating the Chart Configuration, Metrics, or Filters fields as needed.

Exporting Reports

In most cases, you might want to export reports to other reporting applications or to save a report offline. Click Export to email your curated reports as a CSV file. You can export both the graph data and the tabular data.

Exporting Reports with unsaved filter

You can export reports with filters applied at runtime without saving the filter configurations. It enhances flexibility by enabling you to tailor exported reports to specific contexts, making the data more relevant for analysis and sharing.


To export a report with unsaved filters

Follow these steps.

  1. Open a report and apply the desired filter.

  2. Click Export > Download. The Download PDF Report window will appear.

  3. Under Settings, select the Download current view option.

  4. Click Download to export the report with the applied filter.


Note: The Download current view option is only enabled when you modify an Interactive filter, such as a Date Range on the page or widget.

Exporting charts or widgets with unsaved filters


You can export a chart or widget with the unsaved filter. Once you have modified the interactive filter, follow these steps to export a widget:

  1. Select the widget and click Options .

  2. Select Download > enable the Current view toggle and select the desired format in which you want to download the chart or widget.