Insights recipe: Time-over-time reporting

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39 Comments

  • Jacob J Christensen

    Hi Christopher,

    That particular metric will not be possible to slice by anything, it will only display the number of tickets created for the period.

    Are you looking to compare how many tickets your agents were assigned to for the most recent 30 day period and the 30 day period before that?

     

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  • Christopher C.

    Hello,

    I would like to show the % difference from the % Satisfaction from today compared with yesterday. Below is want I need to create.

                                  Tickets         % Satisfaction Score        % Change from Yesterday

    Ticket Assignee:     400                        89%                                       ↑ 0,5%

    Ticket Assignee:     400                        90%                                       ↓ 1%

    Ticket Assignee:     400                        89%                                       ↑ 2%

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  • Jacob J Christensen

    Hi Christopher,

    That's interesting, I think that is possible. 
    What kind of channels are you receiving satisfaction ratings from?

    For a channel like chat we could get an accurate reading of the ratings for that day, but for other channels our rating requests are sent out with a few days delay and the response will have an additional delay also. So in those cases it might not reflect the actual rating of the agent on that day.

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  • John Kruchinsky

    Hi everyone,

     

    I can't seem to find the "last month" metric that this article mentions. Can someone point me in the right direction?

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  • Jacob J Christensen

    Hi John,

    It's a custom metric so you'll have to create it yourself. Check out the 1. Create Last Month metric step above for the details.

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  • John Kruchinsky

    Thanks Jacob. I can't find the Month/Year (Created) metric in good data, just month/year ticket created, but that doesn't give me what i need. Typing it in manually didn't work either. 

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  • Jacob J Christensen

    Hi John,

    You're right the attribute is now called Month/Year (Ticket Created), you should be able to find it in the Attributes folder.

    Click here for larger image.

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  • Srivastava, Anmol

    Hello I created a report of Total Unsolved tickets for Brand Production and  Group Support. 

    In what metrics I took #open Tickets and in filters I have only put Ticket Brand and Ticket Group.

     

     

    I have scheduled the emailing  of this report for every Sunday 8 P.M. UK time. 

    I want  to see in one tab a report of last 6 Months or whatever period that last week  on Sunday 8 P.M. UK Time there were this many unsolved tickets. And also the report should be Dynamic. 

    Is it by any way possible?

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  • Brett - Community Manager

    Hi Srivastava,

    You wouldn't be able to have separate filters for each tab unfortunately. When you apply a filter in one tab, it will be applied across all tabs within this dashboard you've created.

    The best option here is to create each of your tabs as a separate dashboard with the appropriate filters. I'd recommend taking a look at our Insights Date Dimensions article for a better understanding of the available Date Dimensions.

    As for selecting a dynamic range, you can navigate to Filter>Select from a list of values>choose your date attribute>select your floating range where you can select however many days you'd like to go back. Screenshot below:

    Hopefully other users can jump in an offer up more advice on how to set up this report you're looking for :)

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