Calling All Agents Report For Assignment

Reports consist of a graph and a data table, which are different views of the same day-to-day ticket activity within a set time period.

The report graph is a visual rendering of the data. If you place your mouse cursor over the graph, you'll see the totals for each data series for each day. The legend consists of the names of the data series that were added to the report. In this example, there are three data series that show all unsolved tickets (which includes new, open, and pending tickets), new tickets, and solved tickets.

Note: If you're wondering, there's no significance to the colors of the graph lines. You can add up to 8 data series to a report and each one is assigned a color to make the graph readable.

The report table displays the same data but in a day-by-day table format. This is also the format that you can download as either a Comma Separated Values (CSV) file or as an XML file. See Exporting reports.

Every report defines a time period and a set of conditions to select the set of tickets to be contained in the report. See Creating reports.

The _spFilters and _Filters are special metrics that bridge together usually disconnected dimensions. After adding your report to a dashboard, you can activate these metric filters by selecting corresponding dashboard filters. There are two types of corresponding dashboard filters, User filters and Timeline filters. For more information on disconnect dimensions see, Understanding disconnected date dimensions.

These metrics aren't added into the 'What' panel, but instead are selected as numeric range filters after you've finished building your report. The third column of both tables below display the numeric range information for each metric filter.

The following filters can only be used when the Date (Timeline) dashboard filter is applied.

FilterDefinitionNumeric range
_Filter Backlog DateThe number of backlog tickets (New, Open, Pending) in the selected time period.Attribute: Date (Event)

Metric and Range: _Filter Backlog Date is greater than 0

_Filter Backlog Date Most Recent DayThe number of backlog tickets on the most recent day of the selected time period.Attribute: Date (Event)

Metric and Range: _Filter Backlog Date Most Recent Day is greater than 0

_Filter Event DateThe number of events only within the selected time period.Attribute: Date (Event)

Metric and Range: _Filter Event Date is greater than 0

_Filter NPS Rated DateThe NPS ratings during the selected time period.Attribute: Date (NPS Rated)

Metric and Range: _Filter NPS Rated Date is greater than 0

_Filter Org Created DateThe number of organizations created during the selected time period.Attribute: Date (Organization Created)

Metric and Range: _Filter Org Created Date is greater than 0

_Filter Ticket Created DateThe number of tickets created during the selected time period.Attribute: Date (Ticket Created)

Metric and Range: _Filter Ticket Created Date is greater than 0

_Filter Ticket Solved DateThe number of tickets solved during the selected time period.Attribute: Date (Ticket Solved)

Metric and Range: _Filter Ticket Solved Date is greater than 0

_Filter User Created DateThe number of users created during the selected time period.Attribute: Date (User Created)

Metric and Range: _Filter User Created Date is greater than 0

_spFilter Backlog (Last Day of Month)The number of backlog tickets on the last day of each month during the selected time period.Attribute: Month/Year (Event)

Metric and Range: _spFilter Backlog (Last Day of Month) is greater than 0

_spFilter Backlog (Max Day)The number of backlog tickets on the last day of the selected time period.Attribute: Date (Event)

Metric and Range: _spFilter Backlog (Max Day) is greater than 0

_spFilter Backlog (Min Day)The number of backlog tickets on the first day of the selected time range.Attribute: Date (Event)

Metric and Range: _spFilter Backlog (Min Day) is greater than 0

_spFilter Created Date (Previous Period)The number of tickets created during the period of time previous to your selected time period.Attribute: Date (Ticket Created)

Metric and Range: _spFilter Created Date (Previous Period) is greater than 0

_spFilter Event Date (6 months)The number of events within six months previous to the selected time period.Attribute: Date (Event)

Metric and Range: _spFilter Event Date (6 months) is greater than 0

_spFilter Event Date (12 months)The number of events within 12 months previous to the selected time period.Attribute: Date (Event)

Metric and Range: _spFilter Event Date (12 months) is greater than 0

_spFilter Event Date (Previous Period)The number of events during the period of time previous to the selected time period.Attribute: Date (Event)

Metric and Range: _spFilter Event Date (Previous Period) is greater than 0

_spFilter Ticket Created (6 Months)The number of tickets created within six months previous to the selected time range.Attribute: Date (Ticket Created)

Metric and Range: _spFilter Ticket Created Date (6 Months) is greater than 0

_spFilter Ticket Created (12 Months)The number of tickets created within 12 months previous to the selected time range.Attribute: Date (Ticket Created)

Metric and Range: _spFilter Ticket Created (12 Months) is greater than 0

_spFilter Ticket Solved (6 Months)The number of tickets solved within six months previous to the selected time range.Attribute: Date (Ticket Solved)

Metric and Range: _spFilter Ticket Solved (6 months) is greater than 0

_spFilter Ticket Solved (12 Months)The number of tickets solved within 12 months previous to the selected time range.Attribute: Date (Ticket Solved)

Metric and Range: _spFilter Ticket Solved (12 months) is greater than 0

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