Business Insights - Overview Report

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Learn about what Metrics mean.

Want to know more about the Business Insights Metrics? Check out our full Metrics Glossary.

Overview Report

The Overview Report is designed to be the one stop shop for checking on the health of your support operation. Below we go over how you can get the most out of it, and how to customize it using the built in Filter features Business Insights has.

The first thing you will see when logging into Business Insights is the new Overview report. This is where you will be able to see the overall statistics and keep a general eye on everything. It's different from the Dashboard in the current Business Insights and below we will show you how to find your way around and what great new features are included!

Note: This feature requires the Standard Plan or above.

Finding Your Way Around

Starting from the Overview, you're going to see one large graph with a whole lot of information. You can narrow things down by clicking on specific channel buttons or their corresponding lines on the graph. Clicking a channel will toggle it between on and off.

When you toggle on or off a channel, not only does the graph update immediately to show you the new information, but the numbers below do as well.

You can also click on the headings for each metric and the graph above will adjust to show those specific statistics.

In addition, if you want your report to cover a specific date range, you'll click the Date Range at the top right side of the graph, set your date range in the calendar tool, and then click apply.

Note: All times and dates in Business Insights reports are based on the timezone settings selected in the Desk Admin.

If you're looking for reporting on different areas, such as by Group or by Agent, you'll click the drop down and select which report you want to view.


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 also 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 will 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 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 left hand button in the upper-right corner. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.

Once a report is saved, you will find it on the main report drop down menu:

The Export & Share functionality, accessed similarly to Favorites. For Export & Share click on the middle button in the upper left corner.

This feature 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

The report will show exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

Export and Share includes 3 options:
  • Download: download a .csv file of the data in the report
  • Email: send a .csv file of the report’s data to another
  • Link: copy a link that you can send to another user which allows them to see the report as you’ve configured it