Business Insights - Labels Report

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The Labels report in Business Insights allows you to see activity by label attached to the case, both applied by agents and through rules or 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. If you are unfamiliar with the Business Insights terminology, you can reference the Business Insights - Metrics Glossary for more details. 

Note: This feature requires the Standard Plan or above.

To access the Labels Report, click on the dropdown menu and then 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" in your filter:

Now click on the "Channels" dropdown to choose how you would like to filter your report:

You can also specify whether you want to select specific dimension elements of a group of elements that share a partial text string.

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 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


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