Insights reporting
- Insights recipe: Agent contributions at the update level
- Insights recipe: Reporting on CSAT and one-touch tickets
- Creating custom metrics in Insights
- Insights recipe: Measuring the number of incidents by problem
- Insights recipe: Reporting on nested drop-down fields
- Reporting on user and organization tags
- Insights recipe: Reporting on a numeric field that has a constant value
- Recreating native ticket metrics with Insights event data
- Insights recipe: Average resolution time without Pending or On-hold time
- Insights recipe: New, Open, and Solved tickets headline reports
- Insights recipe: Bad ratings with comments
- Insights recipe: Solved tickets moved between groups
- Insights recipe: Filtering for follow-up tickets
- Insights recipe: Reporting on macros using tags in Insights
- Insights recipe: Troubleshooting custom metrics for the Ticket Events data model
- Agent touches in Insights
- Insights recipe: Inbound Calls by Wait Time
- Insights recipe: Reporting on multi-select fields using ticket tags
- Insights recipe: Reporting on internal tickets
- Insights recipe: First reply time by event (version 2)
- Insights recipe: Unsolved tickets by group
- Insights recipe: Reporting on full resolution time
- Insights recipe: Solved tickets by agent
- Insights recipe: One-touch tickets
- Insights recipe: Tickets by time of day created
- Overview of the Insights pre-built dashboard (Professional and Enterprise)
- Insights recipe: Work time between first reopen and final solve using Time Tracking
- Using pre-built reports in Insights (Professional and Enterprise)
- Insights recipe: Tickets by agent by channel
- Insights recipe: Top problem tickets by unsolved incidents