Insights: Release notes and known issues for metrics and reports Follow

The Insights template contains all the default dashboards, reports, metrics, labels, etc. We continuously look to improve and resolve issues we identify with the template. The lists below provide an overview of the current, known issues as well as the recently fixed / adjusted metrics, along with their symptom(s) and their resolution date.

Insights is available on Professional and Enterprise. 

Current known issues with Insights metrics

Metric Problem
# Tickets created Currently double counting events when sliced by certain attributes (such as country and ticket update via) 
Reassigns
(Agent activity pie chart)
Should exclude reassigns where the previous value was empty / unassigned
Ticket Group ID / Name (drill-in) Drill-in - When drilling down into the "Action Required" attribute, the report displays the Ticket Group; however, it displays the ticket group ID, rather than the name

 

Completed

Metric Problem
Template deployed 23-June-2015:
# Tickets Adjusted metric to not include in tickets where the Ticket Tag Deleted Flag <> True
Ticket Solves
(Agent activity dashboard)
Agent activity - Ticket solves is being over-counted in various reports. The # of solves should not only match at the high level report and the drill in, but should also only show solves by the agent being filtered for
Net Promoter Score℠ Metric should be presented without decimals
# Satisfied Should only be calculated based on closed / solved tickets
# Satisfaction change Should only be calculated based on closed / solved tickets
Satisfaction ratings Satisfaction ratings has a disconnected date dimension filter that uses Date (Event) which is not consistent with the headline satisfaction rating which has a disconnected date dimension filter that uses Date (Ticket Solved)
Template deployed 8-Apr-2015:
# Tickets This metric is now omitting tickets that had tags deleted. The change had failed QA and should have been reverted before the Jan 23rd template changes were deployed
NPS Score Doesn't work when detractor value is null
# Satisfied Lifting to ticket dataset (change introduced in the Jan 23rd deploy) reduces ability to report on event level and is causing issues with the % Satisfaction Score
% Satisfaction Score % Satisfaction Score is now being overrepresented when being analysed on a time scale (due to # Satisfied now being at a ticket level instead of event level) 
Template deployed 23-Jan-2015:   
Ticket solves (various reports) The "Ticket solves" metric is confusing and can't be reconciled to the # Tickets solved metric - it was double counting due to solve events rather than solved tickets
 Ticket Age (days) [MAX] Max Ticket Age should be the age of the oldest ticket, not the addition of all ticket ages
Drill-in: Good Drill-in reports need to filter deleted tickets 
Drill-in: Bad Drill-in reports need to filter deleted tickets 
Drill-in: Bad to Good Drill-in reports need to filter deleted tickets 
2 reopens Metric format is incorrect; should be percentage
% Surveyed Overcounts solved tickets 
# Satisfied Overcounts tickets
# Unsatisfied  Overcounts tickets
# Satisfaction Offered Does not count when survey is entered manually, double counts if it is offered multiple times, counts all tickets (not just solved tickets)  
# Satisfaction Responses Doesn't count when ratings weren't offered, but were given manually
Ticket Age (Open Tickets) Isn't lifted back to the tickets data set
Ticket Age (days) [MAX] Isn't lifted back to the tickets data set
Ticket Age (days) [AVG] Isn't lifted back to the tickets data set
# Unsolved Tickets The unsolved tickets count should use the # tickets metric
Good Ratings Drill-in reports need to filter deleted tickets 
Bad Ratings Drill-in reports need to filter deleted tickets
Bad to Good Ratings Drill-in reports need to filter deleted tickets
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