david New Business Insights - Labels Report

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New Business Insights - Labels Report

The Labels report in Business Insights allows you to see activity by label attached to the case, both applied by agents and through rules and macros.

You’ll see statistics for each label applied during the time period you’ve specified.  Not only are you able to look at individual label activity, but you’ll be able to look at how labels were applied together to understand complex issue/product relationships.

To access this report, go to the menu and click on Labels.


Once the report loads, you will see a graph with each channel where you can selectively turn them on and off by clicking their names at the top of the graph, just as in the Overview report. You can also isolate a single channel by clicking on that channel’s bar within the bar chart.  Below the graph will be a list of your labels with the individual metrics for each group.

You can click each column heading to sort your report by that metric. You'll see the graph adjust to focus on that specific set of statistics.

Advanced Report Filtering, accessed via the + ADD FILTERS link in the upper left portion of the report enables you to specify specific dimension parameters to include or exclude from your reports.  Dimensions include: Groups, Agents, Labels, Custom Fields, Macros and Priority.  Filtering also allows you to look at complex relationships between different business attributes.


You can also choose to "include" or "exclude" your filter:

Now click on the Channels Drop Down to choose how you want to filter your report:

You can click on any of the metrics in the table and the Case Level Report will load and display the specific cases that were used to calculate that metric.  You’ll be able to click on the column headings to sort the report by that specific metric, and you’ll be able to click on the case ID to load that case in the Desk.com Agent

Once you’ve configured your report to the way you like it (date range, channels, graphed metric), you can Save Reports as Favorites by clicking on the menu item in the upper-right drop-down. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.


The Export and Share functionality, accessed via a menu item in the upper-right drop-down, allows you to access the report data for use in a spreadsheet or other analytical tool, or to share a report link with another user, which will display the report exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

Export and Share includes 3 functions:

Download: download a .csv file of the data in the report

Link: copy a link that you can send to another Desk.com user which allows them to see the report as you’ve configured it

Email: send a .csv file of the report’s data to another


Want to know more about the metrics covered in our Agents report? Check out our metrics glossary.