By Bryan Castro, GoodData
The purpose of headline reports is to place metrics front and center on your dashboards. Month-over-month change is a key metric that always stands out. This recipe uses custom formatting to make month-over-month change stand out even more.
The first metric captures the number of tickets created this month. The expression is:
- SELECT # Tickets WHERE Month/Year (Created) = This
- # Tickets is found in the pick-list Metrics folder.
- Month/Year (Created) is found in the pick-list Attributes folder.
- SELECT # Tickets WHERE Month/Year (Created) = Previous
- SELECT This month - Previous month
- This month and Previous month are found in the pick-list Metrics folder.
To make this metric stand out more, you can apply conditional formatting. In order to do this, you'll need to go back to the What panel.
In the What panel, double click Variance metric . In the Metric Format section of the Details column, enter in the following formatting:
- [<0][red]▼#,#00;[=0]#,#00;[green][>0]▲#,#00
This formatting enables you to clearly see if there are increases or decreases in the number of tickets. If there were more tickets in the previous month (the number is below zero), there will be a red arrow pointing down. If there are more tickets this month (the number is above zero), there will be a green arrow pointing up.
Here's a screenshot of the table report once all three metrics have been created.
To change this to a headline report, you'll first need to deselect the This month and the Previous month metrics from the What panel. Click on the Headline icon on the top right.
Here's the final headline report:
11 Comments
Hi there,
I'm looking for a time-over-time report similar to the month-over-month one here, https://support.zendesk.com/hc/en-us/articles/207089837-Insights-recipe-Time-over-time-reporting and similar to the one in this article, both of which I was able to get working.
However, I need it to be a different time period: Date (Ticket Created) = Last 30 days compared to the 30 days period before that. So, NOT a built-in period like Month, Quarter, Year but a "rolling" one.
Example, if I run report on 4/15/2017 it would compare period 3/15/2017 - 4/15/2017(ie last 30 days) to 2/14/2017 - 3/14/2017(ie the 30 days period before the most recent 30-day period). I'm using approx dates in example above -- whatever the exact 30-day periods would be above ; )
Presumably, I could do similar for other "rolling" periods, such as "Last 2 weeks" compared to the 2 week period before that.
The month-over-month is helpful but if I run report earlier in a given month the my Current Month versus Previous Month metrics are not comparable directly(unless I do manual estimation) since I might be comparing only, for example, 5 days of current month data to an entire month's data.
Thanks!
Russ
russh@zillow.com
Hey Russ,
You could create metrics to look at tickets created within the last 30 days and you could do the same for tickets created 30 days before that.
Using the example of this article the metric for tickets created the last 30 days the metric could look like this:
You can then use these two metrics instead of "This Month" and "Previous Month".
Have you tried creating a headline report like this which would show the change in an average? As in, I can create two separate headline reports which shows the average daily tickets in the current month, and in the previous month, but I don't know how to show only one headline report (rather than the two) with the variance in the two averages.
I would like to compare by week. So if I run the report on Mondays I want to see the past two weeks compared with each other with a variance percentage. I have tried creating the metrics but it is not working for me. I'm not sure what I am doing wrong.
Hi Kellie!
Can you share a screenshot of the metric you're creating? That'll help us pinpoint what's going on!
I would like to create a report that shows # of tickets created for different support categories for "today" compared to "last year on this day". I'm having a heck of a time creating this!
Edit: I'm trying to make this automatic reoccurring report that runs and emails me each evening. Thx!
Hey Scott! Welcome to the Community!
I'm going to check with our Community Moderators to see if they'll be able to help you with this. Stand by!
Scott
The easiest way to extract values from a past year is the FOR PREVIOUS function.
For example you can use this as...
WHAT
HOW
FILTER
I'm trying to expand on this so I can see the month on month difference (e.g. March to Feb), but also the year on year (March 2018 to Match 2017). I can't figure out how to do monthly comparisons, and not total the entire year. Any suggestions?
Hi Steve,
You might find this article on Time-over-time reporting helpful in answering your issue.
Hi
I have this metric that shows the % difference between tickets created last week and tickets solved this week.
I'm currently trying to figure out how I can tweak this metric to show the % difference between tickets created last week vs tickets created two weeks ago.
This is the metric I tried playing with but it got pretty messy.
Please sign in to leave a comment.