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Analytics

  • 88 Topics
  • 193 Replies

88 Topics

S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

CSAT Calculations

Not sure if I am just looking at this wrong, or what….I don’t think our CSAT scoring is calculating correctly.  We ask 3 questions on our survey with 2 of them being a 5 point scale and 1 of them being a Yes/No question.  Based on this image, if I add the total score and divide by the maximum score, this agent should have a 93%, but the CSAT is calculated at 3.75 out of 5 or 75%.  I am sure I am missing something but I cannot wrap my head around it LOL.  One of the tickets only answered 2 questions and not the 3rd, so not sure if this is impacting it, but the scoring doesn’t look right for any of my agents.  Thoughts?   

24
S
Skilled Expert
5 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Analytics

creating new topics

has anyone experienced where their new topic submission seems to just vanish?  I click on Create, and nothing happens.  It’s not consistent.I was trying to post this morning, and it’s not visible.  But this post went up no problem. 

8
rashmi.nag
Community Manager
1 year ago
SLuethi
Contributor
SLuethiContributor
asked in Analytics

Measure number of incident escalations in x period

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

6
Ramona
Community Debut
1 year ago
C
Skilled Expert
Chris SherlockSkilled Expert
asked in Analytics

Using analytics module to send reports to management

I work for a College that has a fleet of Macbooks we give to our high school students. As an all boys school, we have a significant number of repairs every quarter, and we are trying to run reports that look at both repairs being done and loan laptops we have given to the boys.One of my reports is on loan laptops. Management likes to see a list of students in a tabular format, with some pie graphs at the top showing breakdown of individual year groups.The analytics module is excellent and works very well, but they want this report in PDF format. Unfortunately, this doesn’t appear to be possible currently as the analytics module only shows a single page when you email the report as a PDF.Is there any way that we can show all the data (with the graphs) in a tabular format? We were able to do this in the old reports module, but we seem to have lost this functionality with the new analytics module.

6
B
Skilled Expert
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Analytics

Employee Onboarding Analytics

Hello,I am looking for a way to report off of the Employee Onboarding custom fields. I see the functionality is available for Service Request items but I can’t seem to find anything on Employee Onboarding. Seems like being able to report on it should be a feature.Thank you!

6
rashmi.nag
Community Manager
2 years ago
M
Apprentice
Manning Park
asked in Analytics

Requestor Field Removeal or Disable

Hello, we are in the process of finalizing setting up FreshService for our organization and we’ve come across an issue with the Requestor field in the Admin-Field Manager-Form Fields section for tickets. It does not appear to be editable or disable-able, which is something we are wanting to do as users are inserting random emails and other users’ emails. This is a problem because we lose track of who and what department has submitted tickets, which is the main reason we are implementing a ticketing system. We’ve spent 2 business days researching this field, both in the FreshService guides, community, and Google, without any luck. There also does not appear to be any way to edit the HTML of the field to simply hide it. Does anyone have any suggestions or methods to disable or remove this field? We are very happy with FreshService through the trial but this issue only just surfaced as we are rolling our to the larger organization. It is disappointing that it is not editable or removable,

5
M
Skilled Expert
1 year ago
F
Apprentice
frnateApprentice
asked in Analytics

Freshservice Analytics - Time entries

Is there a way to use analytics to determine the amount of time our agents have spent assisting each department?  I don’t really see a metric for time entries, and the other time based metrics don’t quite seem to provide what I’m looking for.

5
1
Community Debut
4 months ago
RobinHen
Skilled Expert
RobinHenSkilled Expert
asked in Analytics

Analyse a teams performance

Hi, I want to create a report that displays the performance of a team.It should include the number of tickets resolved per agent, but also the tickets re-assigned to other teams per agent.I can't figure out the second part. Can anyone help me with this? Much appreciated,Regards,Robin 

5
RobinHen
Skilled Expert
9 days ago
Dave M
Contributor
Dave MContributor
asked in Analytics

Closed tickets today by agent

Hi, we’ve recently gone live with FS and I am in the process of setting up dashboards to monitor team performance. Can someone help me… I want to create a widget showing closed tickets by agent today?Hopefully I am missing something as I am sure this will be a widely used metric.Thanks,Dave

5
eeha0120
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Analytics

Reporting changes and missing options

HiSo i noticed recently some things have been changed in the anayltics area and i am wondering if there are any guides or where things have been moved to as this is causing me some complications. One major one is that when you click a report and view underlying data you use to be able to click on a cog in the top right of the underlying data and pull the fields i wanted like ID and so on but now i just get some default fields such as child ticket which i don’t need to see. Is this bugged or has the settings/cog been removed. Thanks   

5
zachary.king
Skilled Expert
1 year ago
D
Contributor
damian.lofthouseContributor
asked in Analytics

Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

4
S
Apprentice
2 months ago
RobinHen
Skilled Expert
RobinHenSkilled Expert
asked in Analytics

Customize/filter Dashboard tiles

Hello, I wonder if there is a way to customize a dashboard tile.The default dashboard tile showing all changes “Past Planned End Date” also includes changes scheduled in the evening.Is it possible to display the changes only when the end time has passed?  Thanks,Robin 

4
RobinHen
Skilled Expert
3 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

Analytic Reports on Main Dashboard

I have a report built in Analytics, but I want to show some of the widgets from the report on the main home screen dashboard.  Is that possible?  How do I do that?

4
Surbhi
Community Debut
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Analytics

Reporting on Company and Department Tickets

Hi AllRelatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it.We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments.My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March?My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these details

4
M
Skilled Expert
1 year ago
C
Apprentice
ChrisWaltonApprentice
asked in Analytics

New User trying to understand the limitations of Freshservice Analytics

Hi, i am a new user to Freshservices Analytics, but not new to data analysis. i am struggling though to understand how i can run a report to show open/closed tickets per month but showing cumulative values rather than specific to the ones opened in that month. Also, i am not sure if it our personal configuration, but i am struggling to report on Service Requests and Service Changes within the same widget. Can anyone help please :)

4
C
Apprentice
1 year ago
jessicalarson831
Apprentice
jessicalarson831Apprentice
asked in Analytics

Cleaning up old tickets without affecting reports

I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

4
Jrueteo
Community Debut
5 months ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Analytics

Analytics - Cancelled Status for SLA %

Hello, Does anyone know how to exclude certain status in the computation of tickets within resolution SLA in analytics.Currently, i created a custom status like ‘cancelled’ - this is for all the tickets being rejected or cancelled. However, when I used the tickets within Resolution SLA metrics - it includes all open tickets + the custom status i created.  To illustrate, if an agent has 10 tickets, 5-closed(4within SLA, 1resolution violated) , 3 open and 2 cancelled.SLA should be = 50% ( closed - resoultion violated / total tickets - minus cancelled)current = SLA is 40% ( closed - resolution violated / total tickets Sending the actual data for checking:current : closed - sla violated / total tickets = 92.44%should be : closed - sla violated / total tickets - minus cancelled = 98.96% Let me know your thoughts on this. Thank you!

4
raymondcanilao
Skilled Expert
1 year ago
L
Apprentice
luis.sotoApprentice
posted in Analytics

API Data Exports with Custom Fields and All Available Data

Team,  The API Data Export feature right now has a couple of major flaws:   1) Tasks API Export is published but it does not run even after it has been configured.   2) All API Data Exports do not allow for the addition of custom fields in templates   Can you add into your roadmap the capacity to add service item custom fields into API Data Exports?  In addition, can you allow paragraph type fields in API Data Exports as well as in Fresh Service Analytics module?

3
ne2to
Community Debut
3 months ago
Tshepo
Skilled Expert
TshepoSkilled Expert
asked in Analytics

Self Help Portal - Analysis

Hello all, We rolled out our FS Customer Portal a couple of months ago. A couple of questions below i need help with; How do we\you measure the impact of the portal. The only starts available to us are the number of calls logged via the portal.  How do you measure how many users are actually visiting the site? How many articles are being viewed? ThanksT

3
mitho
Community Debut
1 year ago
dezarno
Apprentice
dezarnoApprentice
posted in Analytics

Daily / Weekly Project Digests

Right now, individual emails are sent every time a project item is updated in any way. With projects that have cascading dates enabled and many predecessor/successor relationships, one schedule change can lead to several downstream changes which all in turn send out emails.I would suggest the option of having certain email notification types (like changes in scheduling, assignment, etc.) to be sent as a daily/weekly digest. That way, as a project contributor/manager, instead of receiving many emails as a project is being updated, you would get a summary of the changes made that day.For scheduling changes, it may make more sense to send out a summary of daily changes that have the latest change. This means if a project is going through a re-baselining and dates/times are being changed frequently during a single day, the person those tasks are assigned to would get a summary with the latest date that was set 

3
Sandra2000
Community Debut
8 months ago
R
Apprentice
Rastory728Apprentice
asked in Analytics

Senior Leadership Status Reports

I have a couple of Senior Leaders that would like to get daily/weekly status reports (via email?) for their specific Work Groups. I certainly don’t want to assign them “paid” full Time Agent Status, but they also don’t need to see EVERY group or Department from Fresh Service. Are there any notes, or instructions on how to accomplish this in an automated fashion?

3
B
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Analytics

Analytics or Dashboard help - need to get a list of any ticket a particular agent ever worked on

Analytics or Dashboard help - need to be able to generate a list of any ticket a particular agent ever worked onI have a student starting and I need to create a report and/or dashboard widget that will list every ticket they have touched in a particular time period in order for me to do QA on their work.Anyone have something like this?TIABryn @ CYDEF

3
kcbates
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Analytics

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

3
C
Skilled Expert
1 year ago
W
Top Contributor
WAWPFTop Contributor
posted in Analytics

Parent Locations don't display data for Children in Reports & Sorting

~Please move to Interest Areas - IT Asset Management. Tried posting there originally, but got an error saying I did not have permissions.~ I have been running into quite a bit of trouble recently regarding locations for assets. Below is an example of how one might organize their locations. Country - State - CityUnited States - Alaska - JuneauUnited States - Alaska - AnchorageUnited States - Alabama - Montgomery Let’s say I wanted to run a report showing all the assets that are located in Alaska. While you can select the parent location in the filtering option for report, it will not show the data for the child locations. So if there are 50 assets in Juneau, 20 in Anchorage, and you select to filter by Alaska, it will display 0 assets. Each parent location is also treated as a location in itself. So the only way to have assets display under Alaska would be to assign it to that state. It could not be assigned to a child location under that. The same goes for country. If I wanted to sort

3
W
Top Contributor
1 year ago
H
Apprentice
heather.stockwellApprentice
posted in Analytics

How can I report on when Solutions articles need to be reviewed?

I'm entering review dates for solution articles but I can't see any easy way to report on these so that I know which ones need reviewing each week.  Is there an easy way for me to do this?

3
C
Community Debut
1 year ago

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