You can filter reports and widgets using the following criteria:
Based on a particular time period or a custom date range - this will help you understand your helpdesk metrics on a day-to-day basis, as well as help you keep an eye on overall performance.
Based on ticket properties like type, source, priority, agent, group, and customer or custom ticket fields. You can identify specific channels or areas of your helpdesk that require focus and allocate resources accordingly.
Based on knowledge base article properties like author, category, folder, language, and more. This helps you identify how effective your articles have been and how well your content team is performing. To learn more, click here.
Based on tags - if your team uses tags to track specific issues or events, filtering your reports by tags will make it easier to understand the main issues that affect your performance and provide insights into finding long-term solutions for those issues.
Based on your use-case, you can apply Basic or Advanced filters and use ANY/ALL conditions.
Setting up widget filters
Log in to your support portal.
Click the reporting icon and choose Analytics.
Click on New Report near the search bar. Give it a title, set the required visibility, and click on Create.
You will be able to view the widget library on the right panel. In case you are not able to see the panel, click on icon to display the widget library.
Once you drag and drop a widget, click on the widget to go inside the configuration page.
For example, you want to see the ‘Total tickets grouped by status’ when the source is email and the requester language is french for tickets created in the last 30 days. This is what you need to do:
Drag and drop the ‘Total tickets grouped by Status’ on the report canvas. Click on it to go inside the widget.
Click on icon.
If you notice a green tick on the icon (), it means there’s a filter applied. You will see a basic filter of ‘Created date in the last 30 days’ enabled by default. If you want to remove the filter, you can delete it by clicking on . You can also modify it by backspacing and entering a time period you want.
Note: After typing the number in the filter tab, press Enter to make the time period dropdown appear.
Now, click +filter
After placing the cursor on the tab, select Source from the dropdown. Then, select is and email from the subsequent dropdowns.
Similarly, click +filter again, select requester language as fr.
Note: You can create as many basic filters as you want.
You will see an ALL/ANY condition filter appear above. If you select ALL, only the tickets that satisfy both the conditions will appear. If you select ANY, the tickets that satisfy either of these conditions will appear. Once you decide on a condition, click Apply.
The widget canvas will automatically load in the best visualization format which you can change anytime. You will also be able to see the underlying data. If you’re okay with the widget configuration, click Save that appears near the widget title.
Applying advanced widget filters
If you want to apply filters with both ALL and ANY condition, you can make use of Advanced filters. For example, if you want to find the average time spent by agent on social media tickets in the last 7 days, here’s how you can do it:
Drag and drop ‘Avg time spent by agent’ from the widget library.
Once the widget loads, click on it to go inside the widget.
Click on icon.
After placing the cursor on the tab, select Source from the dropdown. Then, select is and facebook from the subsequent dropdowns.
Similarly, click +filter again, select Source is twitter.
Select ANY condition.
Now, click on Advanced filters.
Click +filter group. Enter created date in the last 7 days. (After entering any number in the filter, press Enter to get the next dropdown) Set the overall condition that connects the filter groups as ALL.
Note: The ALL/ANY condition present at the top connects filter groups as a whole. The ALL/ANY condition present inside is for the filters present inside each group.
Now, if you want to find the agents who have spent the maximum time on social media tickets in the last 7 days, you can make use of Rank Order. Here’s how:
Click on +rank order
Select Top from the dropdown. Then, select 5 from the number dropdown and click Apply.
This will give you an idea of which agents are underperforming. Click Save present near the widget title.
Similarly, you can find the bottom order and also modify the number you want to view.
To find out how to set up multiple metrics in a widget, click here.