Find articles, help, and advice with Desk.com

Support Center

Legacy Business Insights


  • Getting Started with Business Insights (Deprecated)

    Feb 05, 2014 04:00PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) Business Insights is Desk.com’s powerful reporting tool that summarizes case activity to give you an understanding of your agent’s performance and the types of cases your customers are submitting. You can access Business Insights by selecting it from the upper ri...

  • Understanding the Business Insights Dashboard (Deprecated)

    Feb 05, 2014 04:00PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) The Business Insights Dashboard summarizes statistics about the performance of your support team, your case volume, and the why and how your customers are contacting you. This article will explain: How to use the BI Dashboard to understand the natur...

  • Business Insights: Metrics Glossary (Deprecated)

    Feb 05, 2014 04:00PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) This article will explain: The different terminology and statistics used in Business Insights You need this because: You want to understand the tools provided by Desk.com for measuring the performance of your Support team and the types...

  • Focusing your Reports with Segments (Deprecated)

    Feb 05, 2014 04:00PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) This article will explain: How to focus a report on a specific segment of case or performance data You need this because: You want to obtain specific insight around a particular set of metrics Selecting a Segment The poss...

  • Using Date & Time in Reporting (Deprecated)

    Feb 05, 2014 04:01PM PST

    This article will explain: How Business Insights displays date & time-based metrics You need this because: You want to measure how your support team is performing over meaningful intervals Date & Time Display Options When users start a new session in the reporting tool, the last 7 days are shown, with data displayed by day. When you select a specif...

  • Business Insights: Agent and Group Case Volume Reports (Deprecated)

    Feb 05, 2014 04:01PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) This article will explain: How to generate reports based on Case Volume You need this because: You want to examine volume and distribution based upon Cases Assigned to an Agent Understanding Case Volume Reports Desk.com p...

  • Understanding Report Types (Deprecated)

    Feb 05, 2014 04:01PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) Business Insights provides you with various styles of reporting on your Case and Agent features, as well as additional metrics about the performance of individual channels or agents within Desk.com. Understanding Different Report Types Case Volume Repor...

  • Understanding the Label Reporting (Deprecated)

    Feb 05, 2014 04:01PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) This article will explain: How to use labels in reporting using an example You need this because: You want to obtain specific insight around how often certain labels are applied Understanding Labels New Cases = Label ap...

  • Business Insights: Agent and Group Performance Reports (Deprecated)

    Feb 05, 2014 04:01PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) Agent and Group Performance Reports Business Insights Agent and Group Performance Reports are focused on the actions, achievements, and work performed by Agents and Groups. These counts are based on system activity, regardless of to whom the case...

  • Understanding Business Hours in Business Insights (Deprecated)

    Feb 05, 2014 04:01PM PST

    (Note, this article pertains to Desk.com's old Business Insights which is being phased out and replaced with the New Business Insights) Business Hours indicate when your agents are readily available to handle support requests, or “on call”. This is great for tracking agent and case activity during a preset window of time, such as those set in Service Level Agreements. Hourly reports are only avai...