In Part 1 of this series (https://support.zendesk.com/entries/42890613), I discussed what important metrics you should consider tracking with GoodData. Now let's take a dive in and figure out how to create these reports and customize them to your needs. # Terminology Before we get started, let's understand a bit of the GoodData terminology. - **Facts **are numerical measurements based on individual sets of data. Examples include times, dates, and other number-specific data, as First Reply Times. - **Metrics **are aggregations of facts, or counts of distinct attribute values, presented as a single number in a report. As an example, you can track a specific number of tickets that fit within a time frame. - **Attributes** help determine or filter down what you are tracking. It gives your metrics some context. # Creating Reports Let's take the above terminology and focus on how to use it for reports. When creating a new report, you have three options: **What,** **How**, and **Filter**. ### What Under the **What **you will select your metrics. As stated above, metrics are aggregations of facts - so you can begin by selecting what it is you wish to build a report on. Are you interested in creating a report for the total number of tickets solved? This is where you would select those metrics. You have a choice of default system metrics, but the ability to create custom metrics is available via the advanced metric editor. ![andrea_what.png](/attachments/token/Jvu1ZwAjPbcfnD4nA4VBQD38h/?name=andrea_what.png) ### How We've defined a report based on number of tickets solved. Now it's time to add some granularity to this. For this specific purpose, I want to track the number of tickets solved between my first level, second level, and extended support teams, as well as the priority of the ticket. I am telling the report to give me specifically the types of tickets and number of tickets each team solved. ![andrea_how.png](/attachments/token/PoCXZIsvh0LgTMyUaEtbpoies/?name=andrea_how.png) ### Filter By now you've probably realized that you're about to get a crazy result, as it's literally looking at _all_ tickets ever solved in your help desk. If you want to track these tickets based on specifics dates, like say, only for the last month, the **Filter** option will allow you to do just that. ![andrea_filter.png](/attachments/token/4nGh0vSM34BbOY7msYpZ9Ewmk/?name=andrea_filter.png) # Selecting your chart type The last step to building your report is selecting your chart type. This one really remains at your discretion - but thankfully there are plenty of options available! Based on the above metrics, here is a quick look at what a pie chart would look like broken down into three groups, priorities, and total number of tickets. ![andrea_chart.png](/attachments/token/olwP8Lsrc6hUb3JSaTpKSin4a/?name=andrea_chart.png) * [what.png](/attachments/token/GAatNoeOhORgKNrypBa2EIKuY/?name=what.png) * [how.png](/attachments/token/pm7jJcbVprqbEJVOddn7hyn0R/?name=how.png) * [filter.png](/attachments/token/GdjvSkYBesV3QMKKZQLCteaYi/?name=filter.png) * [chart.png](/attachments/token/FlthPlQaWYPxtbD0CQ2LPqscQ/?name=chart.png)
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