When reviewing historical analytics, sometimes the analyst will want to understand how ticket volume is related to the overall context of their business. For example, suppose an analyst were to see a spike in volume from several months ago while reviewing quarterly results. It would be helpful for the analyst to know that a major promotion was launched that day, or perhaps that some outage occurred that was addressed there. To help businesses with this use case, I have a suggestion:
Enable a custom Events dataset for Explore. Here, Support staff can add custom events through some interface with attributes like Event Date, Hour of Event, Event Title, etc. When pulling data such as tickets created, analysts could add in the metric "# of events" to see how many events took place in the report timeframe. These events can be added programmatically, or even manually as analysts annotate the flow of the business during a regular reporting lifecycle. After analysts input these events, they will greatly help with time-over-time comparisons and aid the traceability of major support events, without forcing the analyst to leave the Explore interface to check some other business journal.
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