Last updated: 2022-06-28
We are migrating from the legacy Reports module to the Analytics module in June 2022 and will be deprecating Reports in November 2022. To know more about the details of the deprecation please refer to this solution article.
As part of this migration, all your existing reports in the legacy Reports module will be migrated to the Analytics module without any effort required from your end.
In this article we will cover all the changes that you will experience in the reports once it is migrated to the Analytics module.
How to find your reports in the Analytics module?
For eg, a ticket report with the name "Agent Ticket Summary" will be migrated as "Tickets Report: Agent Ticket Summary"
Changes observed in your reports
1. Common changes
By default the report will open in ‘Viewing’ mode in the analytics module. To make any changes to the report, click on the ‘Viewing’ button at the top right of the report’s screen to change it to the ‘Editing’ mode.
- Switch to the ‘Editing’ mode in the reports
- Click on the ‘Add Widget’ (+) icon on the right pane of the screen
- Drag the Chart option on the screen
- Click on add chart option, enter the title and module and define the metrics and filters
- Repeat the same process Text and Image
- Switch to the ‘Editing’ mode in the reports
- Click on the filter icon on the right pane of the screen
- Add required filters based on different fields
- Switch to the ‘Editing’ mode in the reports
- Click on the ‘Add Widget’ (+) icon on the right pane of the screen
- Click on the Interactive Filter option from the right pane and drop it on the reports screen
- Click on the ‘Add Filter’
- Select the field, value and type of filter to create the interactive filter
- This filter will be added as a widget on the reports screen and will be applied to all the widgets
Click here to learn more about creating reports and widgets in the Analytics module.
2. Changes in the default reports
The first 15 ticket reports that are present in the Reports module are the default reports.
These are:
| Agent Ticket Summary & Group Ticket Summary | |
| Reports Module | Analytics Module |
| Reports can be filtered for different time periods from the filter option present on the right pane. | For deep-dive analysis, you can create a new filter based on the date range or add an interactive filter as a widget in the report(s). |
_Image as per the Reports Module_
_Image as per the Analytics Module_
| Service Desk At A Glance | |
| Reports Module | Analytics Module |
| Click on the Edit option at the top of the screen to add a filter to the report for deep-dive analysis. | To filter the report based on different fields, create new filters from the filter option or add an interactive filter as a widget in the report. |
Note: If you have reports saved with specific filters in the legacy reports module, the reports will be migrated intact, with the filters to the Analytics module.
_Image as per the Reports Module_
_Image as per the Analytics Module_
| Agent At A Glance, Group At A Glance & Department At A Glance | |
| Reports Module | Analytics Module |
| When you click on these reports, it will prompt you for an agent, group or department name. Your report is generated based on this input. | When you click on these reports, it will show all the metrics for all the agents, groups or departments. <br>Add agent, group or department level filters for analysis at an individual level. |
_Image as per the Reports Module_
_Image as per the Analytics Module_
Service Desk Load Analysis & Service Desk Performance Analysis
| Service Desk Load Analysis & Service Desk Performance Analysis | |
| Reports Module | Analytics Module |
| To filter the report based on different fields, click on the Edit option at the top of the screen. | To filter the report based on different fields, create new filters from the filter option or add an interactive filter as a widget in the report. |
_Image as per the Reports Module_
_Image as per the Analytics Module_
| Agent Comparison & Group Comparison | |
| Reports Module | Analytics Module |
| When you click on these reports, it will prompt you for an agent or group name whose performance you want to compare as well as the comparison metric. | Click on these reports to get a comparative view of all the metrics for all the agent, group or department level. <br>Add filters for comparing between two or more agents, groups or departments. |
_Image as per the Reports Module_
_Image as per the Analytics Module_
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| Agent Top-N Analysis, Group Top-N Analysis, Department Top-N Analysis | |
|---|---|
| Reports Module | Analytics Module |
| When you click on either of these reports, it will prompt you for metrics on which you want to do the analysis. | Click on these reports to get a comparative view of all the metrics for all the agent, group or department level. |
Note: In case of MSP customers, Department Top-N Analysis is renamed as Customer Top-N Analysis.
_Image as per the Reports Module_
_Image as per the Analytics Module_
| Time Sheet Report | |
|---|---|
| Reports Module | Analytics Module |
| - You have the ability to group the metrics based on a few parameters.<br> <br>- Single widget showcases time for all the separate entries as well as time at an overall group/department level. | - You get the ability to group the metrics based on multiple parameters.<br> <br>- Separate widget for time entries at an item level and separate one for time entries at an overall group/department level. |
_Image as per the Reports Module_
_Image as per the Analytics Module_
| Customer Satisfaction Report | |
|---|---|
| Reports Module | Analytics Module |
| - In this report you can group-by based on just agents, groups or overall helpdesk.<br> <br>- Filter between surveys from the option available on the right pane of the reports page. | - In the Analytics module, you will get the ability to group-by based on multiple fields.<br> <br>- To filter between surveys edit the filter in the filter option or add an interactive filter as a widget. |
_Image as per the Reports Module_
_Image as per the Analytics Module_
Please reach out to support.freshservice.com for any queries.