We are migrating from the legacy Reports module to the Analytics module in June 2022 and will be deprecating Reports in November 2022. To know more about the details of the deprecation please refer to this solution article.


As part of this migration, all your existing reports in the legacy Reports module will be migrated to the Analytics module without any effort required from your end. 


In this article we will cover all the changes that you will experience in the reports once it is migrated to the Analytics module.


How to find your reports in the Analytics module?


  • In the legacy Reports module, copy the name of the report that you want to search for in the Analytics module

  • Go to Analytics module

  • Paste the name of the report in the Search tab

  • That report will be available in the analytics module with the same name as in the legacy reports module, with a prefix ‘{Module} Reports:’ added to it. 

For eg, a ticket report with the name "Agent Ticket Summary" will be migrated as "Tickets Report: Agent Ticket Summary"



Changes observed in your reports


  1. Common changes 


  • Switching between viewing and editing mode


By default the report will open in ‘Viewing’ mode in the analytics module. To make any changes to the report, click on the ‘Viewing’ button at the top right of the report’s screen to change it to the ‘Editing’ mode.




  • Adding charts, text and images to reports

    • Switch to the ‘Editing’ mode in the reports

    • Click on the ‘Add Widget’ (+) icon on the right pane of the screen

    • Drag the Chart option on the screen

    • Click on add chart option, enter the title and module and define the metrics and filters

    • Repeat the same process Text and Image


  • Adding filters to reports

    • Switch to the ‘Editing’ mode in the reports

    • Click on the filter icon on the right pane of the screen

    • Add required filters based on different fields


  • Adding interactive filters to reports

    • Switch to the ‘Editing’ mode in the reports

    • Click on the ‘Add Widget’ (+) icon on the right pane of the screen

    • Click on the Interactive Filter option from the right pane and drop it on the reports screen

    • Click on the ‘Add Filter’

    • Select the field, value and type of filter to create the interactive filter

    • This filter will be added as a widget on the reports screen and will be applied to all the widgets




Click here to learn more about creating reports and widgets in the Analytics module.


  1. Changes in the default reports


The first 15 ticket reports that are present in the Reports module are the default reports.

These are:




Agent Ticket Summary & Group Ticket Summary

Reports Module

Analytics Module

Reports can be filtered for different time periods from the filter option present on the right pane.

For deep-dive analysis, you can create a new filter based on the date range or add an interactive filter as a widget in the report(s).


   Image as per the Reports Module

 


  Image as per the Analytics Module

Helpdesk At A Glance

Reports Module

Analytics Module

Click on the Edit option at the top of the screen to add a filter to the report for deep-dive analysis.

To filter the report based on different fields, create new filters from the filter option or add an interactive filter as a widget in the report.


Note: If you have reports saved with specific filters in the legacy reports module, the reports will be migrated intact, with the filters to the Analytics module.


Image as per the Reports Module


Image as per the Analytics Module


Agent At A Glance, Group At A Glance & Department At A Glance

Reports Module

Analytics Module

When you click on these reports, it will prompt you for an agent, group or department name. Your report is generated based on this input.

When you click on these reports, it will show all the metrics for all the agents, groups or departments. 

Add agent, group or department level filters for analysis at an individual level.


Image as per the Reports Module

Image as per the Analytics Module



Helpdesk Load Analysis & Helpdesk Performance Analysis


Helpdesk Load Analysis & Helpdesk Performance Analysis

Reports Module

Analytics Module

To filter the report based on different fields, click on the Edit option at the top of the screen.

To filter the report based on different fields, create new filters from the filter option or add an interactive filter as a widget in the report.


Image as per the Reports Module


Image as per the Analytics Module


Agent Comparison & Group Comparison

Reports Module

Analytics Module

When you click on these reports, it will prompt you for an agent or group name whose performance you want to compare as well as the comparison metric.

Click on these reports to get a comparative view of all the metrics for all the agent, group or department level. 

Add filters for comparing between two or more agents, groups or departments.


Image as per the Reports Module


Image as per the Analytics Module


Agent Top-N Analysis, Group Top-N Analysis, Department Top-N Analysis

Reports Module

Analytics Module

When you click on either of these reports, it will prompt you for metrics on which you want to do the analysis.

Click on these reports to get a comparative view of all the metrics for all the agent, group or department level. 


Note: In case of MSP customers, Department Top-N Analysis is renamed as Customer Top-N Analysis.


Image as per the Reports Module


Image as per the Analytics Module


Time Sheet Report

Reports Module

Analytics Module

  • You have the ability to group the metrics based on a few parameters.


  • Single widget showcases time for all the separate entries as well as time at an overall group/department level.

  • You get the ability to group the metrics based on multiple parameters.


  • Separate widget for time entries at an item level and separate one for time entries at an overall group/department level.


Image as per the Reports Module


Image as per the Analytics Module


Customer Satisfaction Report

Reports Module

Analytics Module

  • In this report you can group-by based on just agents, groups or overall helpdesk.


  • Filter between surveys from the option available on the right pane of the reports page.

  • In the Analytics module, you will get the ability to group-by based on multiple fields.



  • To filter between surveys edit the filter in the filter option or add an interactive filter as a widget.


Image as per the Reports Module


Image as per the Analytics Module


Please reach out to support.freshservice.com for any queries.