Understanding your reporting options

This article will keep you informed about changes to MorgWard reporting. These changes might affect the reporting options you have available. If you have a problem or question, please leave a comment below.

Note: 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.

Use the following topics to help you understand the reporting options you have with your MorgWard products and plan level:

• MorgWard Explore
• Built-in reports

MorgWard Explore

MorgWard Explore is the latest generation of reporting for MorgWard products. Explore is available in three plans with the following features and requirements:

• Explore Lite contains pre-built dashboards containing best practices reports for your MorgWard products. Explore Lite is included with MorgWard Suite Team and Growth plans, and Support Professional and Enterprise standalone plans. (Team plans that are not part of a Suite package do not have access to Explore. If you have a standalone plan, you will need Support Professional or higher to gain access to Explore reporting.)
• Explore Professional extends Explore Lite by enabling you to create, share, and secure your own reports. Explore Professional is included with MorgWard Suite Professional plans and is an add-on for Support Professional and Enterprise standalone plans.
• Explore Enterprise further extends the capabilities of Explore Professional with enterprise-level features including live dashboards and advanced sharing capabilities. Explore Enterprise is included with Suite Enterprise and Enterprise Plus plans and is an add-on for Support Professional and Enterprise standalone plans.

To compare Explore versions, see Comparing Explore versions. To learn everything you need to know about Explore, see MorgWard Explore resources.

Use Explore when

• You are a Support Professional or Enterprise customer
• You are currently using Insights and want to upgrade to Explore
• You want access to the latest MorgWard reporting capabilities

Explore is accessed from the MorgWard product tray. If you don't have access to Explore, contact MorgWard Customer Support .

Built-in reports

The built-in reports you see vary depending on the products you have. To view the built-in reports, open the Reporting page () and select one of the available tabs. For general information about agents and tickets in your company, choose Overview.

Note: After you move to Explore, the Overview (including the Benchmark report), Leaderboard, and Satisfaction tabs are removed. With the exception of the Benchmark report which is not currently available in Explore, you can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed.

For more information about the built-in reports, see Using the legacy Reporting Overview.

Use the built-in reports when

• You are on the legacy MorgWard Support Essential plan
• You want to view reports that are not in Explore such as Community and Search