Business Insights Terminology Guide

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Welcome to Business Insights! Here is a terminology quick links for you to learn what each report type does, and some of the other exciting Business Insights features, like customizing reports using our Filter options.

Ready to learn more about Business Insights reports?

Note: Many of the reports mentioned below require the Standard Plan or above.


Metrics Glossary

Learn about the different metrics available in the Business Insights reports.


Dashboard Report

See multiple reports in a dashboard view.. Learn more about it.


Overview Report

The first report you'll see when loading Business Insights is the Overview. This is the overall metrics for your account where you can get general information. Learn more about it.


Groups Report

You'll be able to see Group specific reports, with a break down of how each individual Group performed as well as how the agents in each Group performed. Learn more about it.


Agents Report

Business Insights includes agent specific reports. From here you'll be able to view how individual agents performed. Learn more about it. 


Labels Report

The Labels report in Business Insights is where you go to see activity by label, both applied by agents and through rules and macros. You’ll see statistics for each label applied during the time period you’ve specified. Learn more about it. 


Custom Fields Report

The Custom Fields report in Business Insights is where you go to see activity by label, both applied by agents and through rules and macros. You’ll see statistics for each custom field applied during the time period you’ve specified. Learn more about it. 


Macros Report

The Macros report displays metrics relating to the application of macros by agents. You’ll see relevant statistics relating to the tickets which have had macros applied during the time period you’ve specified. Learn more about it. 


Segmentation Report

The Segmentation report in Business Insights allows you to track and compare the activity of a number of elements of a dimension (Agents, Labels, Priorities, etc) over a period of time, and across a number of metrics. Learn more about it.


Companies Report

The Companies report in Business Insights is where you can view statistics for the companies from cases for a specified time period. Learn more about it.  


Agents Details Report

The Agent Details report displays metrics relating to an individual agent. It is a drill-down report which is generated by clicking on any of the agents’ names in the Agents report. Learn more about it. 


Case Level Report

The Case Level report displays metrics relating to individual tickets. It is a drill-down report which is generated by clicking on any of the table metrics in the other reports. Learn more about it. 
 


Filtering Reports (Customizing Reports)

With Business Insights, you're able to use advanced filtering to view specific parameters or to look at complex relationships between ticket attributes. Learn more about it.


Saving Favorite Reports

As you change settings and make a report more specific for your needs, you'll be able to save those settings as a favorite. Learn more about it.


Exporting & Sharing Reports

If you want to share your report information, you'll be able to both export your report or create a URL to share it. Learn more about it.


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