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Found 7 results

  1. Hi We've got a widget on one of our dashboards that displays all requests owned by a certain team that will breach within 24 hours. It has the headings reference, fix target and owner. When there are no requests belonging to that team that are due to breach in 24 hours, it shows the column headings but nothing underneath (below). Is there something we can configure so that it 1) doesn't show the headings at all, or 2) states "no results found" (or similar) below the headings? Some staff may see that and think the widget isn't working correctly, as the headings are displayed but no requests! Thanks Lauren
  2. Hi I am trying to create a widget that displays a bar chart showing the number of open requests per analyst in a certain team, where the x-axis is the analyst (owner) and the y-axis is the number of requests. Is this possible? If so, how would I go about setting this up? I've managed to create a bar chart that displays the number of requests as a whole that each analyst in a certain team owns, but cannot work out how to split further into request type per analyst. Thanks Lauren
  3. Hi, I'm exploring the advanced analytics reporting. I'm trying to create a couple of measures and struggling to get the data I need. Does anyone know what settings I need in each measure in order to get the following data? The first one is, number of calls per week by call category. Number of calls not updated in the last 2, 5 and 10 days Any advice appreciated, thanks!
  4. We currently do a CSV export of all calls logged for the last 2 years, import it into MS Access, run various queries and export to Excel to produce our graphs I've been able to replicate some of our current graphs in the advanced analytics but I'm stuck with the following ones Open Vs Closed Tickets with Queue Impact I can get the red and the green bars onto a graph but I can't add the line graphs to the same graph. We also need to be able to add trend and target lines Outstanding Tickets by Age I might be able to do this, I think I would need to create a measure for each range of days We also like to be able to do a pie chart per team i.e. Development, Engineering, Infrastructure and Service Delivery Calls Opened by Site I couldn't get it to show the sites along the bottom instead of the months Opened v Resolved by Team Previous Month I can do this one with the exception of combining our two service delivery teams into one as it is grouped by team We have a Service Delivery Reception and Service Delivery Escalation team but we tend to report them together as Service Delivery Resolved Calls by Resolution Type Previous Month We can pull out the closure profiles but we only want to report on the top level Calls may be closed as 4CS > Fault or 4CS > Request but we just want to report 4CS If we can do that, then I also want to be able to do for the last 3 months, so we'd have one bar for each profile per month Closed by Team (In and Out of Fix) I think I can probably do the smaller pie charts but not sure how to do the bigger one with the multiple teams and the percentage of calls closed in and out of fix for each Percentage of Calls Closed Within Fix I've just managed to get close to this but the percentages are a bit out In our current reports we just look at closed and resolved calls but when I put that criteria into the measure the percentages are way out I've not tried the average fix time yet but I think I should be able to do that one
  5. I am trying to create reports ie How many tickets logged per year. Can anyone assist please ?
  6. Hi , I am unable to add new or amend any existing measures, widgets or dashboards, I get the following pop up when attempting to save changes to existing or create new items: (also attached) "Unable to convert integar value for option service.licence.advancedAnalytics (input %) Error invalid input for base conversion Looks like a licence problem to me. Apparently we have a single licence for advanced analytics and no one else is using it.
  7. Hi Guys, I'm trying to get some analytics out in real-time for a dashboard display - im trying to do a ticker to count any ticket logged today. I'd also like to incorporate a sort by analyst as well, but thought id start simple. Im struggling to work out though how I get the measure to to update more frequently than once a day? i.e. give me a real time display, so i'l want a dashboard that shows total calls logged today, current active calls per analyst, calls resolved per day per analyst etc, but if this is displaying only the results up until yesterday, this isn't much good for a real-time slideshow. am I missing a trick or piece of functionality here? as you can see in the screenshot, the analytics only captures upto 00:59 this morning. please see attached for how ive setup my 'measure' thanks Gary
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