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Reporting Enhancements - Clearer and More Actionable Views

Level 10

Data-driven IT organizations constantly need to have the most up-to-date, accurate and actionable data at their agents’ fingertips. Our new reporting enhancements have been designed to help you better adjust the Service Desk reports view - so that you’re always ahead of the curve (all puns intended).

Breakdown Reports - Hide the ‘Other’ Bar

You may have noticed that in some cases, breakdown reports gather a lot of data points under the ‘Other’ bar. This may make it difficult to quickly view and understand the information shown in all of the other bars. Although you may use the label in the legend to hide the bar, this action would also filter all the data stacked by ‘Others’ from the bars completely. In addition, when there is no ‘Stack By’ option, this label is not even shown to begin with.

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Figure 1: Incidents Volume Breakdown Report showing a tall ‘Others’ bar

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Figure 2: Incidents Volume Breakdown Report after filtering the ‘Others’ bar

To address this issue, we added an option to the Actions menu, at the top right-hand corner of the report page. By clicking the ‘Filter others’ option, you can filter the ‘Others’ bar only, while still keeping the ‘Others’ data points in the other stacks. This way you can clearly see the breakdown of the bars you are interested in.

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Figure 3: Actions menu - ‘Filter others’ option

Service Monitor Statistics Report - New: Group by = ‘None’

Up until now, if you wanted to know your team’s overall performance, you had to calculate it manually, adding up the different values per individual or group the report showed. Starting today, you can get this calculation to appear in the report - by choosing the Group by - ‘None’ option.

For example, let’s say that you want to know your team’s first time to response average, over the last 30 days. Until today, you had to manually calculate average time per individuals and groups:

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Figure 4: Previous ‘Average time to first response’ view

With this enhancement, by choosing Group by = 'None', you will see the relevant average times (based on the statistic you choose) - calculated for you.

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Figure 5: Current ‘Average time to first response’ view when selecting Group by - ‘None’

“Over Time” Reports - New: Stack by = ‘None’
Sometimes when looking at trend reports, you simply want to see the total volume of each bar, without any additional breakdown. Starting today, you can simply choose the Stack by = ‘None’ option - and get a clear and simple view of your trend over time.

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Figure 6: Incidents Over Time Report - Stack by = ‘None’