Here is a guide to help you generate some of the common reports to find insights using the analytics module.


Create a report based on SLA

  • Head to Reporting > Analytics and click on New Report from the top right corner.  

  • Enter a name and set the visibility of your report and click Create. 

  • Click on Templates on the next screen and drag and drop a template from the list of available templates.

  • Once done hover the mouse over the template and click on edit.

  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

    

  • Add the filter “Resolution Status is Within SLA” for tickets that are closed or resolved or 
    Add the filter     “Resolution Escalated is true” for open or pending tickets and click Apply.

  • You can change the view of the data from the dropdown.

  • Click on Save and the report is created.

 

Create a report based on CSAT

  • Head to Reporting > Analytics and click on New Report from the top right corner.  

  • Enter a name and set the visibility of your report and click Create. 

  • Click on Templates on the next screen and drag and drop a template from the list of available templates.

  • Once done hover the mouse over the template and click on edit.

  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

    

  • Add the filter “Associated Survey Survey Name is name of the survey” click Apply.

  • You can change the view of the data from the dropdown.

  • Click on Save and the report is created.

 

Create a report based on Service Request

  • Head to Reporting > Analytics and click on New Report from the top right corner.  

  • Enter a name and set the visibility of your report and click Create. 

  • Click on Templates on the next screen and drag and drop a template from the list of available templates.

  • Once done hover the mouse over the template and click on edit.

  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

    

  • Add the filter “Type is Service Request” click Apply.

  • You can change the view of the data from the dropdown.

  • Click on Save and the report is created.

  • You can change the view of the data from the dropdown.

  • Click on Save and the report is created.