Last updated: 2022-01-18
Analyzing trends in data is now quicker and easier than ever. You can see how your metrics are changing over time using the new percentage change and trends feature in the tickets module.
This feature will showcase the percentage change of integer metrics across two consecutive periods, when defined for a given time period. Along with the percentage change value, users will also see the trend of the change, appearing right below the metric value.
The trend change is shown in the form of a symbol with green showing positive trend and red showing negative trend.
For example, if you are measuring average response time grouped by month, your widget will show the percentage change in average response time from last month to the current month.
Below is the list of metrics for which this feature is available along with the trend change colors:
| Metric Name | Increasing Trend color |
| Public Notes Count | Red |
| Agent Reply Count | Red |
| Customer Reply Count | Red |
| Resolution Time in Business hours (Bhrs) | Red |
| Agent Reassign Count | Red |
| Group Reassign Count | Red |
| Private Notes Count | Red |
| First Response Time in Calendar hours (Chrs) | Red |
| Reopen Count | Red |
| Average Response Time in Business hours (Bhrs) | Red |
| Average Response Time | Red |
| First Response Time in Business hours (Bhrs) | Red |
| Elapsed Time in Calendar Hours | Red |
| Elapsed Time Since SLA Breach in Calendar Hours | Red |
| Survey Score | Green |
| Received tickets | Green |
| Resolved tickets | Green |
| Tickets within Resolution SLA | Green |
| Resolution SLA violated tickets | Red |
| Tickets within First Response SLA | Green |
| First response SLA violated tickets | Red |