Analytics updates: Get deeper insights from your reports, down to every request.

Available in sandboxes now. Coming soon to all accounts.

What it is — We’ve rebuilt the eight default reports: Requests overview, Service requests, Incidents, Changes, Request aging, Agent performance, Group performance and Satisfaction survey. Every metric now has one definition, and every number can be clicked to see the requests behind it.

Why it matters — A report is only useful if you trust the number and can act on it. When the reopen rate says 28%, you should be able to see those reopened requests, not export a spreadsheet and go looking.

What’s new

• One definition per metric. Time to resolution, SLA compliance and the other metrics are calculated the same way in every report, so numbers no longer differ between reports.
• View breakdown on every tile and chart. Click any number to see the exact requests behind it. You can add columns, filter further and export the list to CSV.
• More accurate resolution times. Time when the SLA clock was paused is no longer counted. If a request is reopened and resolved again, its total time is used.
• The same filters in every report. These include Follower, Tags and Created on, with options like is any of, between and in the last 7 days.
• Saved views. Save a filter combination and come back to the same analysis later.
• Fresher data. New requests appear in reports within an hour.

What you can answer now

• Is our backlog growing? Requests overview shows created against completed each day. If the created line stays above the completed line, the backlog is growing.
• Where are requests getting stuck? Request aging shows how long requests spend in each status. It also groups open requests by age, so you can see whether the delay is at intake or at resolution.
• How is each agent performing? Each request is credited to the agent who responded first, or to the agent assigned when it was resolved. Agents with five or fewer requests are hidden, so the comparison stays fair.
• What keeps breaking? The Incidents report lists the most and least reported incident forms and categories, alongside response times and how long incidents have been open.
• Are employees happy with the outcome? Satisfaction is now based on each workspace’s own survey scale (2, 3 or 5 points), and only the latest response to each request counts.

Good to know

• Some numbers will look different from the old reports. That’s expected: metrics are now calculated consistently, and paused SLA time no longer counts toward resolution time.
• Metrics count different dates depending on what they measure. New-request metrics count requests created in the period, and resolution metrics count requests resolved in it. Each report’s help article lists the date each metric uses.

How it works — Go to Analytics > Workspaces > [Workspace name] and open any report. Click a tile or chart to see the requests behind it.

Read more in the Requests overview, Request aging, Agent performance and Incidents report guides.