By Holly Szkoropad, GoodData
The bullet chart, also known as the thermometer chart, is one of the most dynamic but underutilized charts. This chart shows users an at-a-glance look at their stats compared with their goals. For example, you can use a bullet chart to measure your customer satisfaction ratings against your Zendesk goal.
This recipe creates a bullet chart for your satisfaction score, but the report ideology can be applied to many other SLAs, such as First Reply Times, Resolution Times, or anything in your Zendesk with a goal.
Setting up a bullet chart requires five individual metrics. These metrics represent at what percentage your satisfaction score is considered good, fair, bad, or at your target goal. When creating your own report, you can choose your own percentages to represent your Zendesk.
- Satisfaction Score (%)
- Target: SELECT 0.95
- Bad: SELECT 0.7
- Fair: SELECT 0.95
- Good: SELECT 1
Note: The Satisfaction Score (%) metric can be found in Global Metrics. The last four metrics must be typed into the Advanced Metric Editor. For more information on creating custom metrics, see Creating and using metrics on GoodData's support site.
Here is an example of what the metrics look like in the Advanced Metric Editor.
After you create your metrics, you can define the rest of your report. If you choose to add attributes, they will slice the report into one thermometer per attribute value. If you do not choose any attributes, there will only be one thermometer.
After you define your report, you can then configure your chart. Select the Bullet Char t icon in the report picker.
To configure your chart select Metric Values in the Show Configuration panel on the upper right side of the report. The metric values are defined in the image below.
The Configuration panel also enables you to represent your values with colors. This isn't necessary, but it gives you an opportunity to color code your metrics. For example, perhaps your Bad metric is red to signify urgency.