Using pre-built reports in Insights (Professional and Enterprise)

Insights has now been removed for most customers. If you used Insights before, you'll now need to move to Explore, the latest generation of reporting for MorgWard products.

Insights comes with a pre-configured dashboard that contains numerous best practices reports. These reports give you key performance metrics to help you understand the overall health of your tickets and track the performance of your team.

The Insights default dashboard is view only; you cannot edit any of the reports or metrics in the dashboard. You can save a copy of the dashboard or an individual report if you want to modify it.

Some reports have filters to narrow the scope. Many reports have drill-in functionality so that you can examine the underlying details of the data included.

Note: If you have not enabled Insights, see Enabling Insights for yourself. If you are an Enterprise agent in a custom role, you might not have access, depending on how your admin set up your custom role.

The article covers the following topics:

• Viewing pre-built reports
• Using pre-built reports
• Saving the pre-built dashboard for editing
• Saving a view of a dashboard with filters applied

For more resources see Insights resources. If you are looking for information about pre-built reports for MorgWard Explore, see Getting started with pre-built dashboards.

Viewing pre-built reports

Insights provides pre-built reports in tabs in a pre-configured dashboard named Insights - View only.

To view pre-built reports

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click the dashboards drop-down list, then select Insights - View only, if it's not already selected.
3. Click any tab in the dashboard to view the pre-built reports.

   

   • Overview gives a high level overview of what is happening, including three headline metrics, historical backlog, changes in ticket tag usage, and a breakdown of metrics by ticket via channel.
   • Tickets has metrics that are core to managing ticket backlog, workflow, and trends year over year. The key metrics are tickets created, solved, and reopened.
   • Satisfaction contains metrics around customer satisfaction, including the number of Good and Bad satisfaction ratings and the number of satisfaction ratings that were changed from Bad to Good.
   • Efficiency shows ticket metrics that enable you to see normalized trends in overall efficiency and to measure key time-based metrics such as first reply time and full resolution time. Metrics include one-touch tickets, average reassignments per ticket, and average public comments per ticket.
   • Agent activity focuses on performance metrics for an individual agent, including median time assigned to an agent and the agent's backlog trends over time.

Using pre-built reports

Some reports in the Insights view only dashboard have filters to narrow the scope. Also, many reports have drill-in functionality so that you can examine the underlying details of the included data. For any report, you can view how the report was created.

To filter a report

1. In the Insights view only dashboard, click the filter for any report or report grouping.
2. Select or deselect the items you want, then click Apply.

   

   The reports update accordingly. Applying filters affects your view only, and not other MorgWard Support agents. Any filters you apply are remembered the next time you view these reports.

   Filters apply to all reports in the report grouping. For example, filters at the top of the Ticket tab apply to reports in the Tickets section, and not to other reports on the tab, such as reports in the Historical backlog section. If there are no designated report groupings on a tab, such as the Satisfaction tab, then the filters apply to all reports on the tab.

   If you want to see which filters are applied to a report, you can use the drill-in functionality.

   

To drill in to see underlying details of the data included in a report

1. In the Insights view only dashboard, look for the drill-in icon () in the report.

   Not all reports have drill-in functionality.

2. Click an item in the report (it might be a number, date, or section of the chart) to drill-in.

   

3. If the drill in shows a list of tickets, users, or organizations, you can click any of the individual items to open that item.

   

   You can sort based on any of the columns.

To see how a report was created

• In the Insights view only dashboard, click the title of any report or click the menu beside the report title and select View this report.

  

Saving the pre-built dashboard for editing

You cannot edit the reports in the Insights pre-built dashboard named Insights - View only.

If you want to make changes to a pre-built report, you can save a copy of the pre-built dashboard or any individual report.

To save a copy of the pre-built dashboard

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click GoodData in the upper-right corner.

   

3. Click the Edit, Embed, or Export gear icon in the upper-right, then select Save as.

   

4. Enter a name for the new dashboard, then click Save.

   The copied dashboard appears in Insights.

5. Make any modifications you'd like, then click Save in the upper right.

To clone a pre-built report for editing

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Locate the report you want to copy.
3. Click the report title of the report you want to view or click the menu beside the report title and select View this report.

   

4. Click the Options menu, then select Save as.

   You might have to scroll up to see the Options menu.

   

5. In the Save report as dialog box, update information as needed, then click Save as.

Saving a view of a dashboard with filters applied

You can save a view of the pre-built dashboard or any custom dashboard, with frequently used filters applied.

To save a view of a dashboard with filters applied

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click the dashboards drop-down list, then select Insights - View only or another dashboard.
3. Apply any filter to the dashboard.

   For example, you might select a specific ticket channel, such as email, or select a specific organization.

4. Click Unsaved view in the upper-right corner, then select Save current view.

   

5. In the Save current view dialog box, enter a Name for the dashboard, then click Save.

   You might have to scroll to see the dialog box.