2 Statistics updates: Drill down into your metrics and configure your agents’ table!

🔍 Dive deep into your data and discover hidden insights with our new Drill Down feature!

We are thrilled to announce the highly anticipated Drill-Down feature! Now available in the Overview, Agents, and Ticket Fields reports, this new functionality allows you to explore the details behind your metrics, offering a more in-depth and comprehensive perspective.

Key Features

  1. Uncover Hidden Insights: With the Drill-Down feature, you can now examine the tickets used to compute a given metric and gain a better understanding of the issues in these tickets.

  2. Enhanced Decision-Making: Identify quickly the tickets that impact the metric the most, thanks to metric, assignee and Contact reason columns.

  3. Export Data [Note: The export function will be rolled out progressively]: If you need to run more analyses on the data of a given metric, you can download all the tickets that make up a metric and further analyze the data in your favorite data analysis tool.

How It Works:

  • The Drill-Down feature is accessible for all “Big Numbers” and most numbers in the report tables that turn blue on hover.

  • Simply click on any metric in your report to reveal the Drill-Down.

  • Understand why a metric has a particular value by examining the tickets used in its calculation.

Learn more about this feature here.

⚙️ You can now select which metric to display and change the order of the columns in the Agents report table 

As an Admin or Lead agent, click on the Edit Column button, then select and drag/drop the columns until you are satisfied with the order.

These changes will apply at the account level, so everyone on your team will see the column order you’ve selected.